Scream Factory Blu-ray Discussion Thread

[A Tortured Duckling]

I just want to say that I greatly appreciate the fact that there has been ongoing dialogue on this issue and that, so far, it has been civil and devoid of any bickering.

We all love these movies and most of us have been fans and supporters of SF for a long time, and I like to think that all of us, as collectors, do not wish for any of us, through no fault or our own, to be confronted with this type of problem and see it going unresolved. Having said that, I realize that what I like to think certainly doesn't go for everyone so I will just say that I would hate for this to happen to any of you, including those with whom I've had unfortunate run-ins in the past. None of us should be stuck with damaged product, regardless of which company we buy from.

As for my scratched discs, I have taken some time to deliberate on the matter and I've decided to reach out to Paypal and my CC company. Once I find out what my options are I will contact SF again and give them one more chance to make this right. If they do not wish to do so, I will take it to the BBB, and likely social media via a friend's accounts. It's unlikely any change will come of it but not acting on this would make me feel as if I'd be condoning and enabling this type of business practice and awful treatment of customers. Even if it ultimately doesn't mean much, at least I'll have tried to do something.

[OceanBlue]

Originally Posted by MifuneFan

Sorry to change subject, but thought I'd repeat some speculation I just made in another post. In the Unlawful Entry thread people have reported that their disc reads as being Ninja III: The Domination (1984). With the BD for this coming from a 4K scan, and it also being the 40th anniversary of the film, i think it's possible this was an inadvertent leak of a title SF are working on for 4K.

During the most recent Shout sale on their website, one of the titles I was looking at also ordering was Ninja III: The Domination. But I have held off on getting this in case Shout do one of their 4K Blu-ray/Blu-ray combo pack releases (the same with Night of the Creeps).

[Member-222782]

Originally Posted by Mushi Minion

Customer service tip: if you aren’t getting what you want from the peon, request for a supervisor. Keep moving up the chain until you get what you want. But for the sake of the wage slaves, be stern but kind.

And if all else fails, take it public to social media.

In other words, be a Karen

[DawnShadow]

Originally Posted by MifuneFan

No. Steady job means job security, it in no way is it about more or less money, but having an actual job. This industry is not growing in wild numbers, there aren't an endless opening of jobs available for someone like Cliff, so would you in his situation, without a perfect alternative job to go to, leave because the company is dealing with scratched discs? Keeping in mind that has zero to do with his position, zero to do with something he can fix, and something that isn't ceven unique to his company? I don't know how to explain to you how little sense that makes.

Also, I added to my post above about the ridiculous argument about SF not caring.

That's the thing though, in my mind, security isn't a factor here because he clearly had another job opportunity, and took it?

I'm also under the impression that the issue here is Shout refusing to replace the scratched discs or acknowledge that it's a real issue, not actually the scratched discs themselves. That's a very different thing. Wouldn't Kino and others actually replace the disc if you advised them that a scratch was over 5" long and were as persistent as the user in this thread was?

If they are also showing this poor level of customer service and care, then fair enough, but I haven't seen it. You could obviously argue that Kino crapping out poorly encoded 4Ks and failing to acknowledge their shortcomings is a far worse issue and I would obviously agree.

[MifuneFan]

Originally Posted by DawnShadow

That's the thing though, in my mind, security isn't a factor here because he clearly had another job opportunity, and took it?

I'm also under the impression that the issue here is Shout refusing to replace the scratched discs or acknowledge that it's a real issue, not actually the scratched discs themselves. That's a very different thing. Wouldn't Kino and others actually replace the disc if you advised them that a scratch was over 5" long and were as persistent as the user in this thread was?

If they are also showing this poor level of customer service and care, then fair enough, but I haven't seen it. You could obviously argue that Kino crapping out poorly encoded 4Ks and failing to acknowledge their shortcomings is a far worse issue and I would obviously agree.

This member got zero response for his his multiple requests to get an exchange from Kino, besides a generic sorry, and some follow-up where they included recommendations to use a microfiber cloth to wipe away the scratches, and check his player's firmware..

Originally Posted by Arway

Can anyone confirm if Kino releases come with slipcovers if ordered through amazon?
The last two orders I've received directly from Kino have had scratches on the discs. One on my Buck Rogers set and one on the TV cut disc of Needful Things. I've tried contacting them, and aside from the generic "we're sorry for the inconvenience" email, they are ignoring my requests for any exchange. As a result I've cut my want list from them by more than half and would prefer not to deal with them directly ever again.

Originally Posted by Arway

Ok thanks for the info. There's no excuse for them not replying back and offering me an exchange for damaged discs. At least with amazon returns and exchanges are easier.
I'll check GameStop and see, I unfortunately don't have any used movie stores around here.

Originally Posted by Arway

Yeah nothing...crickets.
Only some sort of default generic email telling me to take a pic for reference (which I did and sent it) and wipe it with a "microfiber cloth" and check my players firmware lol
Am I just supposed to send it back to them because I haven't received any further instructions

[A Tortured Duckling]

I spoke to my CC people this morning and was told that, despite the fact that SF sent me damaged goods and I should not have to pay for return shipping, due to their "policy" on scratched discs it is likely that I would not win a dispute. Thus, the two options I am left with are:

1. I accept the replacements for Piranha and The Sword and the Sorcerer only.
2. I eat the return shipping costs to get a full refund.

Option 1 looks like the best outcome here, even though I'd still be stuck with 2 damaged discs and, considering this is SF, there's a good chance the replacements I do get are also scratched. However, due to the posters and pins I would not be able to use Media Mail for the return so it's likely that it would cost at least $20 in shipping due to the step up in shipping speed and the box's size.

I suppose I will go with option 1 and hope for the best.

[Mystic]

Originally Posted by A Tortured Duckling

I spoke to my CC people this morning and was told that, despite the fact that SF sent me damaged goods and I should not have to pay for return shipping, due to their "policy" on scratched discs it is likely that I would not win a dispute. Thus, the two options I am left with are:

1. I accept the replacements for Piranha and The Sword and the Sorcerer only.
2. I eat the return shipping costs to get a full refund.

Option 1 looks like the best outcome here, even though I'd still be stuck with 2 damaged discs and, considering this is SF, there's a good chance the replacements I do get are also scratched. However, due to the posters and pins I would not be able to use Media Mail for the return so it's likely that it would cost at least $20 in shipping due to the step up in shipping speed and the box's size.

I suppose I will go with option 1 and hope for the best.

I'm completely sympathetic to your situation. The combination of price gouging, the persistent issues with scratched discs and poor Quality Control (i.e., the audio problems that Shout is well known for), and unacceptably poor customer service has certainly left me with the impression that Shout / Scream Factory is a company that is NOT deserving of any future business from me - regardless of any titles they may release that I'd want to add to my movie collection in the future.

Thanks for all of your efforts, and for making us fully aware of the true extent of the piss poor quality of their customer service.

[MifuneFan]

Originally Posted by A Tortured Duckling

I spoke to my CC people this morning and was told that, despite the fact that SF sent me damaged goods and I should not have to pay for return shipping, due to their "policy" on scratched discs it is likely that I would not win a dispute. Thus, the two options I am left with are:

1. I accept the replacements for Piranha and The Sword and the Sorcerer only.
2. I eat the return shipping costs to get a full refund.

Option 1 looks like the best outcome here, even though I'd still be stuck with 2 damaged discs and, considering this is SF, there's a good chance the replacements I do get are also scratched. However, due to the posters and pins I would not be able to use Media Mail for the return so it's likely that it would cost at least $20 in shipping due to the step up in shipping speed and the box's size.

I suppose I will go with option 1 and hope for the best.

Yeah, option 1 is the only reasonable one here unfortunately. They should allow you to get replacement discs for all affected discs, even though it would still suck to have to pay the return shipping for that..

Not that anyone should have to do this, but I wonder if opting for that Route package protection makes it easier to get a refund/replacement? I seem to recall one person using it, and getting a quick refund, or replacement with it.

[AKORIS]

Originally Posted by MifuneFan

Yeah, option 1 is the only reasonable one here unfortunately. They should allow you to get replacement discs for all affected discs, even though it would still suck to have to pay the return shipping for that..

Not that anyone should have to do this, but I wonder if opting for that Route package protection makes it easier to get a refund/replacement? I seem to recall one person using it, and getting a quick refund, or replacement with it.

every time I read these posts I think of that. It seems like a no-brainer, I realize a ton of people here resist that based on principle.. but looking at current situations, that's just foolish...

[waxHead]

Based on this response from them...

Originally Posted by A Tortured Duckling

...

Them

...have you tried asking them to escalate to a higher-level customer support manager? This response is in direct conflict with their own policy due to the length of the scratches on the other UHDs. Someone further up the chain may just approve the replacement of all four UHDs rather than continue the discussion with you.

If you haven't done that yet, I'd suggest trying it before resorting to option 1.

Originally Posted by A Tortured Duckling

...

1. I accept the replacements for Piranha and The Sword and the Sorcerer only.
2. I eat the return shipping costs to get a full refund.

...

If you've already done that... option 1 is it I guess.

One other thing is that they list a telephone number on their Privacy Policy page. You might be able to reach someone and actually discuss it over the phone:

https://shoutfactory.com/pages/privacy-policy

That's probably a last resort but wanted to suggest it anyway.

[A Tortured Duckling]

Originally Posted by Mystic

I'm completely sympathetic to your situation. The combination of price gouging, the persistent issues with scratched discs and poor Quality Control (i.e., the audio problems that Shout is well known for), and unacceptably poor customer service has certainly left me with the impression that Shout / Scream Factory is a company that is NOT deserving of any future business from me - regardless of any titles they may release that I'd want to add to my movie collection in the future.

Thanks for all of your efforts, and for making us fully aware of the true extent of the piss poor quality of their customer service.

Thank you, I really appreciate this.

I just hope everyone knows I didn't post this in an attempt to steer people away from SF. I suppose I mostly felt / feel that I should let fellow collectors and movie fiends know what could happen to them in the event that they were to have similar disc related issues.

There are always going to be those who take a contrarian and even antagonistic stance when something like this comes up, and that's all right. I don't expect those who haven't had to deal with this type of "Customer Service" to understand just how frustrating it is, to feel like you wasted your money and are being told to just accept it for what it is.

Originally Posted by MifuneFan

Yeah, option 1 is the only reasonable one here unfortunately. They should allow you to get replacement discs for all affected discs, even though it would still suck to have to pay the return shipping for that..

Just to clarify, in case the images I posted made it unclear; they did not offer to replace all the discs if I'd ship them back on my own dime. I told them I would rather return the whole lot than be stuck with damaged discs, and that is when they told me they'd take it all back but I'd have to ship it at my expense.

Originally Posted by AKORIS

every time I read these posts I think of that. It seems like a no-brainer, I realize a ton of people here resist that based on principle.. but looking at current situations, that's just foolish...

I do not think it is foolish for anyone to expect to have factory-damaged goods replaced on the company's dime. Especially when it is a company as large as SF.

If small boutique shops can offer to send out a prepaid return label for goods damaged by USPS/FedEx/UPS, SF can most certainly send out a prepaid label for discs damaged by their own people, or by the replicator they use, before they even go into the case. It isn't even a matter of bending over backwards for the customer. It's simple common decency, and making sure that the people who spend their money on your product don't feel screwed over and disregarded, and actually come back for more in the future.

[A Tortured Duckling]

Originally Posted by waxHead

[Show spoiler]Based on this response from them...



...have you tried asking them to escalate to a higher-level customer support manager? This response is in direct conflict with their own policy due to the length of the scratches on the other UHDs. Someone further up the chain may just approve the replacement of all four UHDs rather than continue the discussion with you.

If you haven't done that yet, I'd suggest trying it before resorting to option 1.



If you've already done that... option 1 is it I guess.

One other thing is that they list a telephone number on their Privacy Policy page. You might be able to reach someone and actually discuss it over the phone:

https://shoutfactory.com/pages/privacy-policy

That's probably a last resort but wanted to suggest it anyway.

I thought about asking for a supervisor, and also considered taking additional pictures with a measuring tape on the discs to illustrate the actual length these scratches. Honestly, though, I really wouldn't put it past them to simply claim that after this ongoing correspondence I decided to make the scratches longer, and the new pictures aren't valid proof.

I'm willing to try the phone number to see what that might bring.

[waxHead]

Originally Posted by A Tortured Duckling

I thought about asking for a supervisor, and also considered taking additional pictures with a measuring tape on the discs to illustrate the actual length these scratches. Honestly, though, I really wouldn't put it past them to simply claim that after this ongoing correspondence I decided to make the scratches longer, and the new pictures aren't valid proof.

I'm willing to try the phone number to see what that might bring.

Best of luck, I hope it works out

[Mystic]

Originally Posted by A Tortured Duckling

I thought about asking for a supervisor, and also considered taking additional pictures with a measuring tape on the discs to illustrate the actual length these scratches. Honestly, though, I really wouldn't put it past them to simply claim that after this ongoing correspondence I decided to make the scratches longer, and the new pictures aren't valid proof.

I'm willing to try the phone number to see what that might bring.

In my opinion, you should NOT have to bend over backwards to present your case to them in relation to the damaged discs that you received through no fault of your own, other than the good faith belief that you were going to receive what you paid for, that is, quality discs that aren't damaged in any way. The hoops that you've had to jump through and the bullshit that you've had to tolerate from them is simply appalling. Your story was enough for me to say to myself that Shout / Scream Factory is no longer deserving of any future business from me - on top of my own frustration with the price gouging and the numerous audio issues that I've encountered with many of their discs in the past (resulting from their poor quality control), well, it was just the last straw for me. Some people will continue to tolerate the BS from Shout for a myriad of reasons, I'm just no longer one of them.

[HorrorBlu]

It might simply be that you requested five at once? The only time they gave me grief was when I requested three discs at once (it was that wave of Dog Soldiers, Cat People, and The Funhouse 4Ks). They eventually sent all three after some back and forth (photos, receipts, etc), and then two of the replacement discs were still scratched just as bad.

The three or so times I requested just one disc, they asked for photos and sent out a replacement disc right away, fairly hassle free.

I was having decent luck with Shout again until recently. I went through two copies of Silver Bullet (the blu-ray disc in both were mauled), and Darkman doesn't have scratches but there is a section of the playing surface that is red? Had never seen that before. Will have to watch soon and make sure it works.

[A Tortured Duckling]

Originally Posted by HorrorBlu

It might simply be that you requested five at once?

Possibly, but that would be pretty strange considering all of the discs are scratched up. On top of that they wouldn't budge even after I'd told them I'd be willing to forget about the BDs, and would be fine with replacements for2 "just" the 4 UHDs.

Who really knows what this person's reason was for acting this way? Bad day, feeling sick, shitty interactions with customers before my email came in, it could be anything. All I know is that they were pretty damn hostile from the get-go, and ultimately ended up going against their own policy.

Here's hoping someone answers the phone tomorrow, and that person will be a little more reasonable.

[winkbaufield]

Originally Posted by A Tortured Duckling

If they do not wish to do so, I will take it to the BBB, and likely social media via a friend's accounts. It's unlikely any change will come of it but not acting on this would make me feel as if I'd be condoning and enabling this type of business practice and awful treatment of customers. Even if it ultimately doesn't mean much, at least I'll have tried to do something.

I advise that you exercise caution--should you ever wish to order directly from Shout!'s webstore again--if you decide to air your grievances to the BBB or scatter them to the winds of social media; a couple months ago, I replied to an email I received from Shout! that requested feedback on a recent order, I detailed and submitted negative feedback, given that I'd received multiple and consistently damaged slipcovers from them over a several-month span, and they consequently stealth-banned me from ordering from them, after replying to my post on TrustPilot in a dismissively smarmy manner.

They are truly a wretched enterprise.

[Metalbeast]

Originally Posted by DaveyJoe

It really seems like there's been some shift over at SF recently, they DGAF about customers or maybe even physical media any longer.

Well that explains why they made Unlawful Entry a limited release instead of giving it the regular release it deserves.

[awags5]

I received my sale order and my Creepshow bundle was missing the extra slip and the sticker. I’m hopeful they can send them to me!

[RevolverOcelScott]

This should be a lesson to everyone. Unless you NEED the poster or extra crap they offer, order from Amazon. It's the only way to make sure you have the ability to exchange without much of a headache.

After they started getting more and more customer-unfriendly, I have refused to shop directly from them. They have literally gone from "This isn't an issue" to "Ok, well, it's an issue, but it need to be a HUGE issue for us to care".

I guess the other option is, if you get a scratched disc from them, run a knife across the disc so it qualifies for the arbitrary "Scratch Length Quota".
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In less scratch related news, should probably start seeing leaks pretty soon