Disney Customer Service

[DisneyDVDFAN]

Not sure anymore I know they like to verify where you got your dvds and they say they only send out if the case is damaged or something ... also some CSR's say you are only allowed 4 per lifetime ;(

well goodluck

[DisneyFreak5282]

OK, thanks! That stinks about the 4-per lifetime thing oh well, I guess I will just forget about ordering a replacement Bambi copy!

[toonaspie]

I did something really stupid a long time ago. I ordered The Lion King Collector's Gift Set through Amazon.com and when it arrived, the big box and the box holding the animation drawings came dented and damaged. Instead of sending them back I opened and kept it cuz i couldnt wait to see that stupid Morning Report scene they added in, lol.

So I am guessing they cant replace the collector's box and drawing box for me?

[DisneyFreak5282]

So I am guessing they cant replace the collector's box and drawing box for me?

Hey, you never know, it's always worth a shot! Let me know how it turns out!

[Pluto Region1]

Escapay:

These abbreviations are driving me crazy......what is TENG, and TLT, and TLK?

Doesn't anyone write in English anymore?

Thanks for asking DVDjunkie; Ive been trying to figure these out for awhile, esp. TENG! I'm glad I'm not the only one. I've now written these 2 on a post-it so I can commit to memory....

[Pluto Region1]

Also I am going to get a disk exchange for Snow White Platinum Edition, but I need to send them my old one. The old one was a Block Buster rental, but I bought it for the MSRP. Do you think if I show them my recipt for it they will give me the DVDs because if I didn't they would think I stole them or something.

Hey, how can they possibly replace OOP discs like SW? I bought a used SW and the disc reading side is pretty beat up. I would certainly like to replace it if possible but how can Disney have a few spares of these OOP discs laying around? Certainly they aren't repressing them for the purpose of replacing worn out ones, are they? Anyone?

[DisneyFreak5282]

Also I am going to get a disk exchange for Snow White Platinum Edition, but I need to send them my old one. The old one was a Block Buster rental, but I bought it for the MSRP. Do you think if I show them my recipt for it they will give me the DVDs because if I didn't they would think I stole them or something.

Hey, how can they possibly replace OOP discs like SW? I bought a used SW and the disc reading side is pretty beat up. I would certainly like to replace it if possible but how can Disney have a few spares of these OOP discs laying around? Certainly they aren't repressing them for the purpose of replacing worn out ones, are they? Anyone?

Hey, Pluto Region 1, don't worry! The OOP DVDs they replace are brand new factory sealed copies. I recently sent out a broken copy of the PE of Beauty and the Beast, and they replaced it (of course, you have to send in $6.95 check whenever you get your discs replaced). It came in great condition, it even had the CD-ROM game attached to it (which I have yet to try out). It didn't come with a slipcover, but it was brand new, and I was satisfied, seeing as I got my first copy used at GameStop about a year ago, without any inserts, slipcover, or the CD-ROM game!


Also, jamminjake, when you fill out thoat report thing for you SWATSD DVD, just mention that you purchased it at BlockBuster, and they failed to tell you its condition. They should accept it, seeing as they are getting paid to relpace the disc (you have to send in a check or money order of $6.95 to them along with the DVD -- including the case).

[Pluto Region1]

Hey, Pluto Region 1, don't worry! The OOP DVDs they replace are brand new factory sealed copies. I recently sent out a broken copy of the PE of Beauty and the Beast, and they replaced it (of course, you have to send in $6.95 check whenever you get your discs replaced).

Also, jamminjake, when you fill out thoat report thing for you SWATSD DVD, just mention that you purchased it at BlockBuster, and they failed to tell you its condition.

I guess I need to find out how the disc replacement thing works - (didn't know about filling out a report and $6.95) - I can't believe they have spare SWs laying around. One would wonder then if someone claimed to have bought a bootleg SW and didn't know it, if they could mail in the bootleg and get it replaced with the real thing. I still have that bootleg SW (complete with pretty authentic looking packaging) -would they replace this bootleg and its packaging (I would guess probably not, right?) But it would be interesting to see what they'd say about that.

Would they replace a disc for being scratched up due to abuse because i bought it used at Gamestop or do I need to tell them another story?

[DisneyFreak5282]

I guess I need to find out how the disc replacement thing works - (didn't know about filling out a report and $6.95) - I can't believe they have spare SWs laying around. One would wonder then if someone claimed to have bought a bootleg SW and didn't know it, if they could mail in the bootleg and get it replaced with the real thing. I still have that bootleg SW (complete with pretty authentic looking packaging) -would they replace this bootleg and its packaging (I would guess probably not, right?) But it would be interesting to see what they'd say about that.

Would they replace a disc for being scratched up due to abuse because i bought it used at Gamestop or do I need to tell them another story?

Well, I'm guessing that they would have spares since I got a replacement BatB earlier this month. But, no, they would not replace a bootleg. If it is a badly scratched authentic copy, just say that it us scratched because you have had it a while. I got my BatB at GameStop, but they didn't ask me any questions about where I got it, so I just didn't tell them. I don't think they'd care, though. Good luck, keep us updated!

[Pluto Region1]

Well, I'm guessing that they would have spares since I got a replacement BatB earlier this month. But, no, they would not replace a bootleg. If it is a badly scratched authentic copy, just say that it us scratched because you have had it a while. I got my BatB at GameStop, but they didn't ask me any questions about where I got it, so I just didn't tell them. I don't think they'd care, though. Good luck, keep us updated!

Thanks for getting back to me on this; I haven't decided if I will chance mailing it in - did you just send the disc only? Did you ask them in advance if they had a replacement before mailing it in? Did you mail it insured? (You take a chance it could get lost in the mail) I suppose I could just insure it. If I attempt it, I'm going to tell them I'd lent it to my sister's kids for awhile and they damaged it. (since I bought it used from Gamestop - its half true since it's someone's kids who obviously beat it to hell) Do you happen to have a link to the website (or phone #) for Disc Replacement info? Thanks in advance...

I will definitely report back for the benefit of everyone here how it went.

[DisneyFreak5282]

Thanks for getting back to me on this; I haven't decided if I will chance mailing it in - did you just send the disc only? Did you ask them in advance if they had a replacement before mailing it in? Did you mail it insured? (You take a chance it could get lost in the mail) I suppose I could just insure it. If I attempt it, I'm going to tell them I'd lent it to my sister's kids for awhile and they damaged it. (since I bought it used from Gamestop - its half true since it's someone's kids who obviously beat it to hell) Do you happen to have a link to the website (or phone #) for Disc Replacement info? Thanks in advance...

I will definitely report back for the benefit of everyone here how it went.

You just have to register at the site, which is easy and quick.

What you do is, you fill out a report-a-problem thing at the site (go to www.video.com and find the reprot-a-problem page), and it sends them an email notifying them about it. Within a day or two, they'll email you, possibly asking you some questions, or asking you to call their customer service to discuss it in greater detail. Just answer their questions or call them. They will ask you to send in the DVD in its original case (inserts are not mandatory...I don't think, my BatB DVD didn't come with any because I got it at GameStop, so they won't ask for inserts), with a check for $6.95, and you'll get a new copy in about a week. If they don't have anymore copies they'll say that in the email. If you send it out, I highly doubt it would get lost in the mail, though. Hope this helps!

[Pluto Region1]

You just have to register at the site, which is easy and quick.

What you do is, you fill out a report-a-problem thing at the site (go to www.video.com and find the reprot-a-problem page), and it sends them an email notifying them about it. Within a day or two, they'll email you, possibly asking you some questions, or asking you to call their customer service to discuss it in greater detail. ....

Thanks a lot for responding DF This hopefully will help anyone else wondering how this program works.

[DisneyFreak5282]

Thanks a lot for responding DF This hopefully will help anyone else wondering how this program works.

You're welcome! Did you decide if you're gonna send your SW DVD in yet? I think you should, it's totally worth it!

[Pluto Region1]

Update: while finding out what the deal was with the recall on Silly Symphonies, I talked to customer service about returning the SW. They asked if I had bought it new and how it got damaged, told me to send a check for $6.95 and to send the whole thing with case, along with letter explaining how it got damaged. She said to ask the post office for a tracking number. (It appears they only want to replace it if you bought it new.) Now I never heard of just getting a tracking number unless you pay for insurance, which is what I'm going to do anyway. However my concern is, when it is replaced, will I get a replacement disc that looks just like the original, or is it replaced with a generic disc that they burned like some type of "Office Depot" or "Memorex" disc? Because of this concern (my husband raised the concern), I have hesitated to mail it in. She did not indicate that there would be any problem to replace it and told me the whole process probably would take between 2 and 3 weeks.

[potterrules93]

i wouldnt send the dvd in right now but wait for the re-release of the PE DVD and then sell the old one to gamestop or someone. your decision though
~Ryn~

[blackcauldron85]

I'm no expert, but I don't think that Disney would make a bootleg DVD or even a copy of a movie and ship it out. I mean, it's Disney. Since you send in the case, I'm sure you'll get a brand new copy. I'm sure that Disney keeps x number of each title for situations such as this one.

(edited for fixing a typo)

[brotherbear]

I'm not expert, but I don't think that Disney would make a bootleg DVD or even a copy of a movie and ship it out. I mean, it's Disney. Since you send in the case, I'm sure you'll get a brand new copy. I'm sure that Disney keeps x number of each title for situations such as this one.

I totally agree. Disney under no circumstance will send you a copy of Snow White. That would almost put them in league with bootleggers/pirates! Which is what they're trying to prevent! Also, I'm almost positive that Disney has a couple hundered extra DVD sets of each set that they produced for your type of situation. (That is, until they run out). But it is because they are sending out authentic disks, or even a brand new DVD set as a replacement (or, in other words, you pay only s/h and it's almost free) that Disney must take extra precautions to make sure that you're not trying to scam them by getting a free copy of a rare, OOP DVD and just selling it for $60, brand new on eBay. And honestly, I totally agree with Disney's logic. They want to make sure that those few remaining sets go out to the right people and for the right reasons. (Like yours).

But that being said, good luck with getting a replacement Snow White!

-BB

[chapnearwdw]

Hey guys!

I had to put a thread in this forum about Disney's Customer Service. This customer service line is above and beyond anything I have ever called before. They were willing to go the little extra for me, despite the fact that I had not called there before. I called looking for inserts for my Mickey Mouse In Living Colour Volume 1 DVD, and ended up getting the inserts, the cover (I really didn't think they'd be able to supply me with this!), and the slipcover for my Alice In Wonderland: Masterpiece Edition DVD.
The people I talked to were really friendly, and sounded nothing like the normal customer service reps I normally talk to (who usually sounded clinically depressed).

Anyways, I just really wanted to praise the great work these reps are doing, as I'm sure they don't get enough praise already.

Well, seeing as I USED to be a guest services cast member at Disney, I would have to disagree with you there!



Disney could really care less about SERVICE anymore...after all that's why they try to get rid of long-time employees who actually love what Disney stands for and actually care about the guests and go that extra mile (like me, for instance)!!!!!

[Pluto Region1]

I totally agree. Disney under no circumstance will send you a copy of Snow White. That would almost put them in league with bootleggers/pirates! Which is what they're trying to prevent! Also, I'm almost positive that Disney has a couple hundered extra DVD sets of each set that they produced for your type of situation. (That is, until they run out). -BB

Thanks everyone for the re-assurance on this. I will probably go ahead and take my chances sending it in. Of course it's going insured for like $75... I have not heard that SW has been scheduled for a new PE release so I'm not going to wait to just repurchase it. I think that is a great thing that Disney replaces the discs if something is wrong, I won't abuse it.

they try to get rid of long-time employees who actually love what Disney stands for and actually care about the guests and go that extra mile (like me, for instance)!!!!!

Its a big corporation that doesn't always recognize how much people love them that come to work for them.... many animators can probably relate to your experience... its the only company I know of where people may dream and aspire their entire lives to working there. Disney is truly a one of a kind company in that regard, but it IS a corporation. I am really sorry to hear about your experience (even though you have not shared what happened) but I can totally feel your pain

[erlryd]

Hi I have recieved a Lady and the Tramp DVD without slipcase and I have heard that I can call Disney and they will send me one. Can someone tell me what number to call? Thanks:)