Message from R&B Films - CHRONOS BD Replacement - UPDATE- - Blu-ray Forum

RBFilms · 02-24-2007, 03:24 PM

Hi,

We apologize for any inconvenience related to the defective BD Product you have purchased.

We will be happy to replace your disc or, if you prefer, you can return it to the place of purchase for a refund. A receipt is not required for replacement but we would like to get the old disc back.

Should you choose to have your disc replaced, we will include a pre-paid mailer for sending us back the defective CHRONOS BD product. We do not want them out in the field.

Ideally, if you still have your receipt, please fax it to us at ************ or e-mail a PDF to us at rcasey@aol.com. Please include your address and a contact number so that we can mail you a replacement disc.

For a replacement disc, please send your address to:

rcasey@aol.com

There is no need to contact our distributor, Koch Entertainment. The replacements are our responsibility.

----------------

As far as we know, this error message is caused by a PS3 firmware update that was not properly communicated to BD Authoring Labs therefore resulting in this issue. This communication is not something within our control and we are sorry that you received one of these defective discs.

In addition, we have also been informed that we are not the only label experiencing this problem. There are other defective BD Discs manufactured with this exact same issue. Some may have been caught prior to being shipped in to stores. Unfortunately, R&B Films was not notified of this issue until after some of our product shipped.

The disc error issue is strictly related to the Sony Playstation 3 and the disc will play on any other BD Player on the market.

Again, please accept our apology for any inconvenience. Thank you for your patience and understanding.

Best regards,

Rich Casey
President
R&B Films, Ltd.

hyperdine · 02-24-2007, 03:34 PM

Thanks for the great customer service! It's unfortunate that this has happened but you guys are certainly handling it with class. I'll be sending my disc in soon.

WriteSimply · 02-24-2007, 04:26 PM

Thanks, Rich for the prompt action taken.

A quick question: Should you re-issue Chronos, how do we know which are the discs are the corrected one? Will you update the forum?

Another question: What are the upcoming releases from R&B Films?

fuad

RBFilms · 02-25-2007, 07:45 PM

I am re-manufacturing now and doing everything I can to pull what we can out of the field.

The revised disc will have a very small sticker / dot on the back cover. I will know this week the color and position of that sticker / dot.

Also, the revised discs will have the logos reversed on the disc face. The Blu-Ray logo will be on the left instead of the right and the R&B Filoms Logo will be on the right instead of the left.

I will also work closley with Amazon to assure they have the most updated product. I should have more news this week and will update the forum.

In the meantime, just send us your address and phone number to rceasy@aol.com and we will replace defective product.

Rich

Quote:

Originally Posted by WriteSimply

Thanks, Rich for the prompt action taken.

A quick question: Should you re-issue Chronos, how do we know which are the discs are the corrected one? Will you update the forum?

Another question: What are the upcoming releases from R&B Films?

fuad

Rup_Muk · 02-26-2007, 12:14 PM

Rich,
Thank you. You have already responded to an e-mail I sent on Friday and was pleasantly surprised to have had a response on Saturday. Therefore, this is a public acknowledgment of your customer service efforts and the eqpeditious way you are handling this "defect".

I am eager to watch this highly touted release in BD.

Rupak.

JBlacklow · 02-26-2007, 08:09 PM

I also wanted to post my satisfaction in dealing with RBFilms. It was a good experience, and I'm hoping for some more titles.

So, Rich, any idea if we could get some other Fricke films on Blu-ray?

*cough*Baraka*cough*

dialog_gvf · 02-26-2007, 08:26 PM

Quote:

Originally Posted by RBFilms

Again, please accept our apology for any inconvenience. Thank you for your patience and understanding.

Best regards,

Rich Casey
President
R&B Films, Ltd.

Thank you for the great customer service AND the support of Blu-ray.

I'm very much looking forward to watching Chronos.

Gary

RBFilms · 02-26-2007, 10:27 PM

We are working on acquiring Five (5) more IMAX Films and we are producing an Arts & Entertainment piece with a video artists we like to work with. We will have more Arts & Entertainment product in the future as well...mostly music & visuals but also some documentary programming as well.

Rich

Quote:

Originally Posted by WriteSimply

Thanks, Rich for the prompt action taken.

A quick question: Should you re-issue Chronos, how do we know which are the discs are the corrected one? Will you update the forum?

Another question: What are the upcoming releases from R&B Films?

fuad

WriteSimply · 02-27-2007, 01:26 AM

Quote:

Originally Posted by RBFilms

We are working on acquiring Five (5) more IMAX Films and we are producing an Arts & Entertainment piece with a video artists we like to work with. We will have more Arts & Entertainment product in the future as well...mostly music & visuals but also some documentary programming as well.

Thanks for the update, Rich. We will look forward to that.

fuad

RBFilms · 02-28-2007, 04:07 AM

I tried to acquire this film....but MPI has the righst locked up. I hear they are working on a future HD release...not sure when it will happen. However, we are working on acquiring five (5) more IMAX films right now.

Rich

Quote:

Originally Posted by JBlacklow

I also wanted to post my satisfaction in dealing with RBFilms. It was a good experience, and I'm hoping for some more titles.

So, Rich, any idea if we could get some other Fricke films on Blu-ray?

*cough*Baraka*cough*

RBFilms · 02-28-2007, 04:11 AM

Quote:

Originally Posted by WriteSimply

Thanks, Rich for the prompt action taken.

A quick question: Should you re-issue Chronos, how do we know which are the discs are the corrected one? Will you update the forum?

Another question: What are the upcoming releases from R&B Films?

Yes, we are doing a re-issue of CHRONOS. I expect to have new product within a few weeks at most. We have already recalled the old product, but it will be impossible to get it all back. There will still be some on shelves at retailers and web resellers. I expect it will take time for those to clear out of the field.

Rich

Quote:

Originally Posted by RBFilms

We are working on acquiring Five (5) more IMAX Films and we are producing an Arts & Entertainment piece with a video artists we like to work with. We will have more Arts & Entertainment product in the future as well...mostly music & visuals but also some documentary programming as well.

Rich

Deciazulado · 02-28-2007, 04:38 AM

That's great to know. Looking forward to seeing all that IMAX imagery on Blu-ray.

myk · 03-05-2007, 08:19 AM

Rich,

I appreciate your company's proactive approach to this issue and can-do attitude to fix it. Thanks for not just blowing the issue off and sending us back to the retailer like I could see other producers doing

RBFilms · 03-09-2007, 12:17 AM

CHRONOS – Replacement Disc Update

I am getting some e-mail inquiries requesting an update on the Chronos BD Replacement Disc. We are answering those inquiries, but we thought it might be a good idea for us to post an update here in the forum as well.

We issued a recall on this disc weeks ago. Unfortunately, we have no control over when and if they will ship product back to us. So far, we have not seen any returns...albeit I am sure we will eventually.

There was a slight delay in getting new product to market, as we found another issue after yet another Sony PS3 update. We have now gone through the disc in great detail and we are confident that we have a version that works perfectly.

The new disc goes in to manufacturing on Monday (3/12/2007), and we expect to have replacement discs out by the following Monday (3/19/2007), at the latest.

We apologize for the delay, but we do not want to go through this a second time. This recall and replacement program is not something we would ever want to experience again.

As far as product in the field, there will be some mixed product out there, as there is no avoiding this. However, once we flush out the pipeline ... which could take some time ... there should be far fewer incidents.

In the meantime, I am thinking of setting up a way for folks to buy product that is assured of being non-defective. I have not figured this out yet, but should have a solution in place sooner than later.

Best regards,

Rich

dialog_gvf · 03-11-2007, 01:47 AM

Thanks Rich.

Alas, such things happen with new tech. But, you're being amazing about it. Definitely worthy of much repeat business.

I'll certainly be looking out for other titles.

Gary

Belloso · 01-15-2013, 03:55 PM

Is this still an issue? Have new discs been circulated or is the same defective disc the only one available?

Arkadin · 01-15-2013, 04:55 PM

holy thread resurrection.

02-24-2007, 03:24 PM	#1
RBFilms Blu-ray Insider Member since:Jan 2007	Message from R&B Films - CHRONOS BD Replacement - UPDATE- Hi, We apologize for any inconvenience related to the defective BD Product you have purchased. We will be happy to replace your disc or, if you prefer, you can return it to the place of purchase for a refund. A receipt is not required for replacement but we would like to get the old disc back. Should you choose to have your disc replaced, we will include a pre-paid mailer for sending us back the defective CHRONOS BD product. We do not want them out in the field. Ideally, if you still have your receipt, please fax it to us at ************ or e-mail a PDF to us at rcasey@aol.com. Please include your address and a contact number so that we can mail you a replacement disc. For a replacement disc, please send your address to: rcasey@aol.com There is no need to contact our distributor, Koch Entertainment. The replacements are our responsibility. ---------------- As far as we know, this error message is caused by a PS3 firmware update that was not properly communicated to BD Authoring Labs therefore resulting in this issue. This communication is not something within our control and we are sorry that you received one of these defective discs. In addition, we have also been informed that we are not the only label experiencing this problem. There are other defective BD Discs manufactured with this exact same issue. Some may have been caught prior to being shipped in to stores. Unfortunately, R&B Films was not notified of this issue until after some of our product shipped. The disc error issue is strictly related to the Sony Playstation 3 and the disc will play on any other BD Player on the market. Again, please accept our apology for any inconvenience. Thank you for your patience and understanding. Best regards, Rich Casey President R&B Films, Ltd. Last edited by RBFilms; 02-25-2007 at 07:39 PM.

03-09-2007, 12:17 AM	#14
RBFilms Blu-ray Insider Member since:Jan 2007	CHRONOS – Replacement Disc Update CHRONOS – Replacement Disc Update I am getting some e-mail inquiries requesting an update on the Chronos BD Replacement Disc. We are answering those inquiries, but we thought it might be a good idea for us to post an update here in the forum as well. We issued a recall on this disc weeks ago. Unfortunately, we have no control over when and if they will ship product back to us. So far, we have not seen any returns...albeit I am sure we will eventually. There was a slight delay in getting new product to market, as we found another issue after yet another Sony PS3 update. We have now gone through the disc in great detail and we are confident that we have a version that works perfectly. The new disc goes in to manufacturing on Monday (3/12/2007), and we expect to have replacement discs out by the following Monday (3/19/2007), at the latest. We apologize for the delay, but we do not want to go through this a second time. This recall and replacement program is not something we would ever want to experience again. As far as product in the field, there will be some mixed product out there, as there is no avoiding this. However, once we flush out the pipeline ... which could take some time ... there should be far fewer incidents. In the meantime, I am thinking of setting up a way for folks to buy product that is assured of being non-defective. I have not figured this out yet, but should have a solution in place sooner than later. Best regards, Rich

01-15-2013, 03:55 PM	#16
Belloso Active Member Member since:Feb 2011 Location:California 4K collection:477 Blu-ray collection:1326	Update 2013 Is this still an issue? Have new discs been circulated or is the same defective disc the only one available?

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02-24-2007, 03:34 PM	#2
hyperdine Senior Member Member since:Sep 2006	Thanks for the great customer service! It's unfortunate that this has happened but you guys are certainly handling it with class. I'll be sending my disc in soon.

02-24-2007, 04:26 PM	#3
WriteSimply Blu-ray Ninja Member since:Sep 2006 Location:Kuala Lumpur, Malaysia	Thanks, Rich for the prompt action taken. A quick question: Should you re-issue Chronos, how do we know which are the discs are the corrected one? Will you update the forum? Another question: What are the upcoming releases from R&B Films? fuad

02-26-2007, 12:14 PM	#5
Rup_Muk Expert Member Member since:Jan 2007 Blu-ray collection:136 Blu-ray reviews:24 Trading Score:8	Rich, Thank you. You have already responded to an e-mail I sent on Friday and was pleasantly surprised to have had a response on Saturday. Therefore, this is a public acknowledgment of your customer service efforts and the eqpeditious way you are handling this "defect". I am eager to watch this highly touted release in BD. Rupak.

02-26-2007, 08:09 PM	#6
JBlacklow Senior Member Member since:Dec 2006	I also wanted to post my satisfaction in dealing with RBFilms. It was a good experience, and I'm hoping for some more titles. So, Rich, any idea if we could get some other Fricke films on Blu-ray? coughBarakacough

02-28-2007, 04:38 AM	#12
Deciazulado Site Manager Top contributor Member since:Aug 2006 Location:USiberia Home Theater Gallery:6 4K collection:1159 Blu-ray collection:7041 DVD collection:4040	That's great to know. Looking forward to seeing all that IMAX imagery on Blu-ray.

03-05-2007, 08:19 AM	#13
myk New Member Member since:Mar 2007	Rich, I appreciate your company's proactive approach to this issue and can-do attitude to fix it. Thanks for not just blowing the issue off and sending us back to the retailer like I could see other producers doing

03-11-2007, 01:47 AM	#15
dialog_gvf Moderator Member since:Nov 2006 Location:Toronto Blu-ray collection:320	Thanks Rich. Alas, such things happen with new tech. But, you're being amazing about it. Definitely worthy of much repeat business. I'll certainly be looking out for other titles. Gary

01-15-2013, 04:55 PM	#17
Arkadin Blu-ray Ninja Member since:Mar 2007 Location:...somewhere in Sweden Blu-ray collection:- Blu-ray reviews: 1 Trading Score:9	holy thread resurrection.

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