Scream Factory Blu-ray Discussion Thread

[TheHorrorNerd]

Summarizing my recent experience with Shout Factory during the last 4k sale, I encountered an issue with 7 out of 10 titles with scratches. I contacted their support and they requested photos of the scratched discs, which I promptly provided. Each photo was clearly labeled with the corresponding disc. However, their follow-up request for proof that every disc's playback was affected seemed unnecessary. Out of the 10 discs, 5 were indeed affected, and I had already watched the movies to verify this before reaching out to support.

I found it frustrating that Shout Factory expected their customers to do this kind of legwork in order to resolve the issue. Shouldn't I be able to expect a disc free of blemishes when purchasing physical media? I buy these copies to have a lasting collection of films, obtained legally, of course. The question of how these scratched discs will hold up in the future also concerns me.

In my attempt to escalate the matter, I requested a supervisor's involvement. However, they refused to replace the discs, possibly because I requested assurance that the replacements would be free of scratches. On the positive side, they did offer a refund for the affected copies, but I had to bear the expense of returning 4 discs.

I am disappointed with this outcome, as I believe Shout Factory should have simply replaced the discs with blemish-free ones. Currently, 28% of my collection consists of Scream/Shout Factory releases. However, after this ordeal, I have decided not to purchase any more of their releases until this issue is addressed.

[Slasherfilm]

Given the most recent trilogy of Halloween films, I was wondering how likely would if be a new blu ray box set of halloween being released... Im sitting watching one on ebay and was going to purchase... but with the 4k's coming in boxsets it looks like this won't ever happen now... so should i just buy the blu ray box set then pick up the trilogy separately?

any advice would be greatly appreciated.

[DR Herbert West]

Originally Posted by Slasherfilm

Given the most recent trilogy of Halloween films, I was wondering how likely would if be a new blu ray box set of halloween being released

Not likely.

so should i just buy the blu ray box set then pick up the trilogy separately?

any advice would be greatly appreciated.

I'd go with the 4Ks (they come with a remastered Blu-ray). The transfers for 2-8 are pretty rough in the box set.

[defile959]

Originally Posted by A Tortured Duckling

Yep, I don't blame you. One of my friends bought their Brave Archer set, and he had to ask for replacements. He, too, is reluctant to buy their Shaw sets now.

Here's one of his discs, and I don't know if you can believe it, but mine are worse.

Yup, that's my Brave Archer disc. 4 out of the 5 discs were scratched up like this one.

Last week, after doing the back and forth and providing pictures of the damage, Shout's customer service responded "We'll send out replacement discs shortly. Either this week or next week." Since then, crickets.

My copy of the first Shaw Brothers set should be arriving today, and I'm almost dreading what that one will look like.

I remember one of the early selling points about Blu-ray was that they had a scratch-proof coating, and during my first 13+ years of collecting that format, I seldom had an issue with scratched discs. Do they no longer treat the discs with this coating, or is it just that the replicator Shout uses is that abysmal?

[DR Herbert West]

Originally Posted by defile959

Do they no longer treat the discs with this coating, or is it just that the replicator Shout uses is that abysmal?

The replicator. Criterion must use the same one

[defile959]

Originally Posted by DR Herbert West

The replicator. Criterion must use the same one

I wasn't sure if maybe as a "cost-saving" measure that certain labels or replicators had stopped using the scratch-resistant coating.

I've long had the habit of not opening discs until I watch them, and my to-watch pile is pretty ridiculous. I guess from now on, I need to open Shout and Criterion discs immediately to check them.

[Slasherfilm]

Originally Posted by DR Herbert West

Not likely.


I'd go with the 4Ks (they come with a remastered Blu-ray). The transfers for 2-8 are pretty rough in the box set.

Thanks for getting back to me! ok that is good to know! I'm just more interested in having the box set to mimic the friday one on my shelf but might just go for the 4ks then... i can deal with no box!

thanks again

[MrGarmonbozia]

Originally Posted by jcs913

The Shaw sets are on blu-rays. The problem is with the UHD's. They scratch a lot easier than blus. I'm sure some may have an issue with a Shout blu here and there, but the issue is with the 4K discs, so purchase away.

So very wrong you are.

I've only purchased blus from Shout/Scream. My Jackie Chan sets, Tiger Cage, Streetfighter AND Shaw set ALL came with scratched discs. Some looking like they were handled by Freddy Kruger. Take a gander into the scratched discs thread.

It's NOT just a 4k issue.

[TheHorrorNerd]

Originally Posted by MrGarmonbozia

So very wrong you are.

I've only purchased blus from Shout/Scream. My Jackie Chan sets, Tiger Cage, Streetfighter AND Shaw set ALL came with scratched discs. Some looking like they were handled by Freddy Kruger. Take a gander into the scratched discs thread.

It's NOT just a 4k issue.

Yep, the issue originated with the bluray release of Trick r Treat

[MrGarmonbozia]

Originally Posted by TheHorrorNerd

Yep, the issue originated with the bluray release of Trick r Treat

Interesting. I didn't know there was actually a disc zero, so to speak, on this issue.

[MrGarmonbozia]

Originally Posted by TheHorrorNerd

Summarizing my recent experience with Shout Factory during the last 4k sale, I encountered an issue with 7 out of 10 titles with scratches. I contacted their support and they requested photos of the scratched discs, which I promptly provided. Each photo was clearly labeled with the corresponding disc. However, their follow-up request for proof that every disc's playback was affected seemed unnecessary. Out of the 10 discs, 5 were indeed affected, and I had already watched the movies to verify this before reaching out to support.

I found it frustrating that Shout Factory expected their customers to do this kind of legwork in order to resolve the issue. Shouldn't I be able to expect a disc free of blemishes when purchasing physical media? I buy these copies to have a lasting collection of films, obtained legally, of course. The question of how these scratched discs will hold up in the future also concerns me.

In my attempt to escalate the matter, I requested a supervisor's involvement. However, they refused to replace the discs, possibly because I requested assurance that the replacements would be free of scratches. On the positive side, they did offer a refund for the affected copies, but I had to bear the expense of returning 4 discs.

I am disappointed with this outcome, as I believe Shout Factory should have simply replaced the discs with blemish-free ones. Currently, 28% of my collection consists of Scream/Shout Factory releases. However, after this ordeal, I have decided not to purchase any more of their releases until this issue is addressed.

Horrible service!

I wrote them about my scratched discs and they sent me back basically a form reply about how the scratches need to be a certain length, etc.

Thankfully, I was not asked to give a video showing playback issues but, seriously, if they are at this point they are probably getting a lot of replacement requests. Actually, they told me as much when they said my discs might take longer to ship then expected as they are backlogged on getting replacements out.

Criterion has actually sent TWO replacements (yup, the first replacements for some discs also had scratches) in he same time period.

It's ludicrous.

(SIDE NOTE: Damn, I thought my Brave Archer was scratch free when I first gave it a look but perhaps I need to look a little closer)

[Slasherfilm]

I have never been able to shop directly with scream factory as based in the UK - Shame to hear so many issues... If this is an issue on the 4k's buying from somewhere like ebay sealed will likely have issues to. If I where to pick up the 4ks of halloween should i avoid ebay and pick up for a company who sells / ships to the UK to at least help if discs are scratched. the prices are high so I may have to pick one on every so often hopefully discs that are in good condition!

Thanks

[MrGarmonbozia]

I know I've posted it before, but, is there a better way we can raise awareness about this seemingly worsening issue?

I suggest a GoFundMe to build a new plant stateside or, at the very least, new machines for the current one or employees to replace Freddy.

Seriously, though, certainly this is a newsworthy story for SOME publication.

I gather why reviewers are not mentioning scratches in their reviews but, still, I have to wonder if they are getting these scratched up discs too.

[TheHorrorNerd]

Originally Posted by MrGarmonbozia

Interesting. I didn't know there was actually a disc zero, so to speak, on this issue.

Not sure if it was "Disc Zero", but Im almost positive that is when the issue became known on the forums

[MrGarmonbozia]

Originally Posted by Slasherfilm

I have never been able to shop directly with scream factory as based in the UK - Shame to hear so many issues... If this is an issue on the 4k's buying from somewhere like ebay sealed will likely have issues to. If I where to pick up the 4ks of halloween should i avoid ebay and pick up for a company who sells / ships to the UK to at least help if discs are scratched. the prices are high so I may have to pick one on every so often hopefully discs that are in good condition!

Thanks

I think Ebay might be easier than dealing with SHOUT direct, to be honest. Showing proof to Ebay that my discs arrived not in the LIKE NEW/NEW or even VERY GOOD condition a seller listed has always resulted in getting refunded or replacements.

That said, these were for opened products, not sealed, though granted the end result is still the same.

Ebay will certainly not ask you to make a video of your disc freezing up.

[TheHorrorNerd]

Originally Posted by MrGarmonbozia

I know I've posted it before, but, is there a better way we can raise awareness about this seemingly worsening issue?

I suggest a GoFundMe to build a new plant stateside or, at the very least, new machines for the current one or employees to replace Freddy.

Seriously, though, certainly this is a newsworthy story for SOME publication.

I gather why reviewers are not mentioning scratches in their reviews but, still, I have to wonder if they are getting these scratched up discs too.

Ive started posting replies on their official twitter posts about releases asking others to chime in if they have scratched discs.
Maybe it'll get some traction.

[MrGarmonbozia]

Thought I'd look more into Shout's return policy as I couldn't see a mention of the disc scratch size that they emailed me about listed anywhere on their site. Couldn't find that info but did find this, seriously, currently on their site:


Defective Merchandise
We will normally replace defective merchandise. Please contact customer service first before returning defective merchandise, and only return it to us upon request. Occasionally, due to player incompatibility issues, a DVD or Blu-Ray player will not play a DVD or Blu-ray release correctly. This is a rare occurrence, but it does happen. Before contacting us to claim a disc is defective, please try the product in more than one player. If the disc appears defective in more than one player, please contact us, and we will likely mail a replacement disc.

So, wait, I need to have additional bluray or 4k players now just so I can show Shout their scratched discs freeze up in more than one of them?

And if I don't? Do I need to go to a friend or relative?

SIDE NOTE: My family do not own 4k players? I suppose I could just go knocking on doors in the neighborhood.

"Hiya, neighbor. We've never met but, umm, do you by chance have a 4k player?"

Even after that they will "likely" send a replacement?

Again, ludicrous.

[blusfromthebasement]

UPDATED! Most wanted titles to get a 4K Collector's Edition:

Black Christmas 2006 remake
Death Proof
The Faculty
Fear
The Guest
Jaws 3
Joy Ride
My Bloody Valentine 2009 remake
The Terminator
Thinner

[A Tortured Duckling]

Originally Posted by TheHorrorNerd

Ive started posting replies on their official twitter posts about releases asking others to chime in if they have scratched discs.
Maybe it'll get some traction.

I don't have a Twitter account (and I won't be creating one) but if I did, I'd have tagged them with those pics of my discs. I'm not sure how much good it would even do, but I feel that it might bring their attention to it quicker than reaching out to CS via email, which I did on Monday and have yet to receive a reply from.

[MrGarmonbozia]

Originally Posted by A Tortured Duckling

I don't have a Twitter account (and I won't be creating one) but if I did, I'd have tagged them with those pics of my discs. I'm not sure how much good it would even do, but I feel that it might bring their attention to it quicker than reaching out to CS via email, which I did on Monday and have yet to receive a reply from.

When I wrote them they said they are only in the office on Wednesdays (which is weird but, well, I guess) and that is when they reply and ship things out.

That said, somebody is running their social media on other days soooo....