Matrix Revolutions - AUS/NZ Fault

[LordCrumb]

Hey all, after a couple emails to Roadshow NZ and Roadshow AUS, I got reply from the NZ department;

Hi Hamish,

We have received further information in regards to the 'Matrix Revolutions' issue as per below. It has been confirmed that a new master for this disc without the fault will be created. Unfortunately no date has been confirmed when this master will be available. Once further information will be presented, I will update you accordingly,

Kind Regards

Chris
_____________________________________

Chris Liesenkoetter
Operations Manager
Roadshow Entertainment (NZ) Ltd
Phone + 64 (0)9 820 8800
Mobile +64 (0)21 766 466
Fax +64(0)9 820 8801

Updates: Australia

28/07/10
Thanks to fellow forum user Atexp80, (source: Post #20) It is now known that Roadshow Australia is awear of the fault, and will replace the disc if you send the original disc back to them. You can contact Roadshow Australia via this email address: customer_service@roadshow.com.au.

10/08/10
Atexp80 received his replacement, with full cover art and case, but the replacement still contains the fault. He will contact Roadshow again to request another one.

07/09/10

Atexp80 = "I had sent an email two weeks ago advising the replacement disc was faulty. They have failed to respond. I am calling today."

23/09/10

Atexp80 = "I got a response via email now confirming that Warner Bros has supplied the corrected file for replication and that the issue is now resolved."

16/10/10
Atexp80 receives replacement, fault does not occur.

Updates: New Zealand

28/07/10
I have phoned Chris (Operations Manager), and he is currently out of the country on overseas training. Roadshow New Zealand has forwarded my request for replacement infomation to him, and I will keep you informed on the progress. It is coming up to a year since I originally emailed him regarding this issue.

9/8/20
Phoned, got hold of Chris and got to talk to him. He has not done anything about it since my first email (coming up to a YEAR). I mentioned Roadshow Australia is happy to do replacements. I left my cellphone number, and he said he will contact me in a couple of days. Will call again in seven days if he doesn't call back. At this rate I feel all NZrs that are aware of this issue should get some bonus free titles to say 'sorry' from Roadshow.

10/08/10
Recieved email from Chris, a replacement disc is going to be sent from Australia (.... I guess NZ is still selling the faulty release...?).

13/08/10
Replacement shipped from Australia... should arrive in a few days time.

19/08/10
Replacement received, STILL CONTAINS FAULT. Emailed Chris again, this time stating how frustrated I am with the service, the fact I didn't even get an appology, and that he said nothing had been done, since I originally emailed him.

25/08/10
Phoned Roadshow again, answering machine picked up so left a pretty angry message, might have gone a bit overboard not sure, but after a year I am pissed off to the max. I didn't swear, I pretty much just said "look its been a year since I originally emailed you, I got a replacement, its still faulty, and I want a working one now!".

*Afternoon Update: Chris phoned me, apologized (finally) and said another copy will be sent from Australia once they find out what batch is faulty and what batch isnt. He also mentioned I am the only person in New Zealand who has called about the fault (wtf NZ).

06/09/10: Email from Chris:

Hi Hamish,

At the end of last week I have followed up on your issue with the Matrix. The replacement master for the Blu-Ray disc has not been used for the production of the replacement disc because it was faulty. An operator has made the decision to use the old master - and did not tell anybody.

It seems that you are the first end user receiving a replacement disc, to identify that the problem still exists. A new master for production of the disc has been ordered - it will however be a few weeks before this master is in Australia - and a new set of discs will be produced.

Once this is done (and checked) a replacement disc will be sent out.

Kind Regards

Chris

27/09/10
Replacement received, fault does NOT occur! YAY


If you have read this thread, and got in touch with Roadshow, and/or have received a replacement, please let us know by posting here. Thanks

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