RegressiveScan

I'm writing from Canada.

Back in January 2021 I bought a brand new set of 'The Knick' (2014) Season One�the four-disc version�and I opened it to discover that it's missing the fourth disc.



I e-mailed Warner Home Video (whv@wb.com) to see if I could get a replacement disc, making clear that I'm writing from Canada, and initially the customer service agent was helpful�they responded right away and asked for my home address. Which I gladly provided.

But since then: bupkis. Nothing arrived in the mail, and further e-mail questions have gone unanswered. Does anyone have suggestions for what steps I should take next? Any advice or tips are appreciated.

I thought the issue might be that I'm a Canadian, and their customer service folks only deal with American customers. But if so, they could have said so in a reply to me.

benricci

You might be better off DM'ing Warner Canada on social media instead of waiting for an email reply.

https://twitter.com/warnerbrosca/

https://www.instagram.com/accounts/l.../warnerbrosca/

Lots of times social teams at larger companies are more active and engaged than the black hole of customer service email accounts. They might not be able to help you directly, but could point you in the right direction. Good luck.

WBMakeVMarsMovieNOW

Yeah I've been having a hell of a time getting any response from them too. So far Sony has been the only major studio good about this sort of stuff (the small guys like Vinegar SYndrome and Mill Creek have been awesome) and Disney (good at responding, but ask you for 10,000x things and waste tons of your time only to come back and tell you sorry get lost) and Warnber Brothers (good luck getting even so much as a response of any sort, not even an auto reply; I'm an American too so it's not just that they are ignoring Canadians) the pits. I may try to look up someone there directly and try direct email to a higher level up person.

obscura

Any updates on this? Did they ever get back to you?

I have a 4K title that I bought a while back (beyond the return/exchange window of the retailer) that I'm only getting the chance to try now because I didn't have the equipment back then and it appears to be defective with errors in the video at various time stamps.

Given all the posts I've seen on this forum where WHV simply doesn't even respond to your e-mails at all, should I even bother trying to contact them?

Should I just consider my disc a write off and buy another copy later on?

Nailwraps

Maybe try contacting them through phone.

RCRochester

Where did you buy it from? Why didn�t you contact them first to exchange it for another copy that wasn�t missing a disc? At this point you�re better off just buying another copy and using that receipt to return the original. Contacting the studios is only a viable thing to do if there�s a known defect in the entire product line of if there�s a replacement program in effect.

HorrorBlu

Considering how many of the early Warner DVDs have rotted and gone bad over time, Warner really should have a replacement program.

Templeton Peck

Did anyone here ever figure out a way to get a hold of anyone from WB for a replacement?

The whv@wb.com email is just a dead end still.

RegressiveScan

I've tried following up with that e-mail address a few more times since I started this thread. But I've received no further response.

Each time I did so, I would Cc "Karen Lear", the customer rep who did initially acknowledge my inquiry and ask for further info. On my most recent attempt though (Jan. 2), I got an bounce error that her e-mail address was no longer reachable.

Templeton Peck

Sounds like if there is an issue with anything Warner Bros. we are basically shit out of luck unfortunately.

bigshot

If you have a problem with something you buy, you contact the store you bought it from, not the manufacturer. The store handles retail customers and the manufacturer handles wholesale.

WaltWiz1901

Can confirm. Disney was able to replace my initial first disc of The Chronological Donald: Volume Four with the corrected disc, but has Warner given me any replacement discs back for the ones I sent them? They haven't...

James Luckard

The Knick BDs have been OOP for a while now, I'm not sure that Warners would necessarily even have replacement discs in stock at this point, sadly.

James Luckard

I'll add that I found the Warner Home Video customer service department to be a black hole even years ago, when I was working to get the Frantic Blu-Ray corrected.

But then I've found the customer service departments at most big studio home video companies to all be pretty much the same.

The worst part is they only ever have 800 numbers that go to call centers where you reach people with no connection to the company and no awareness of the products. They never have any publicly-listed direct contact info, by design. They don't want to be bothered by endless complaints.

The only way I've found to get anything done is to track down real individuals who actually work at the companies.

TheBluRayBandito

Anyone in the US have issues with WB? I need a disc replaced.

sandman slim

Only everybody who ordered the Smallville box set...