Cathe DVD replacement update

[FirmDancer]

Gosh, this is great! I was actually considering holding on to mine (skip and all) rather than risk returning them and getting back who-knows-what.

[Marie1120]

Wow! I am very impressed!!! It seems like they put a lot of thought for the customer on handling this to make it easiest for us. Even if they did play on our current DVD player, who knows if you had to get a new one.

[blue_hydrangea]

SNM will automatically send out replacement DVDs with a prepaid envelope for mailing back the defective DVDs! Fantastic!

[berry99]

This is great news. I am very happy with they way that they are handling this.

Karin

[Bebop]

Originally Posted by FirmDancer

Gosh, this is great! I was actually considering holding on to mine (skip and all) rather than risk returning them and getting back who-knows-what.

Me too.

[firmbogie]

WOW! Impressive. Now, what is going to happen when they DON'T get their originals back in some cases? I know the Ya-Ya swap has had quite a few sellers of the new Cathe dvds.

[athompson10]

Now, what is going to happen when they DON'T get their originals back in some cases?

Yeah, tracking on this will be a nightmare - I'll pay the extra $$ out of pocket to get tracking on my return package so I have documentation when SNM gets it back. My guess would be that SNM will enclose a notice with the postage-paid envelope that you have 30 days to return the original DVDs or you'll be charged for the second set.

My biggest wish is that they don't cut corners trying to meet the end-of-the-month projected date for mailing the replacements. Test the frickin' things this time. Run them in all the DVD players at SNM and then give them to employees to take home and test (like they did after the freezing problems were first reported). Don't let your customers be the guinea pigs again!!

Allison

[Kathryn]

Originally Posted by cataddict

With all due respect, Kathryn, I think they COULD have done any number of things that would have been a MAJOR PITA---like require that the DVDs be returned prior to getting new ones, make everyone email customer service and get a "return number" or something like that.

I think it is a sign of good faith and I'm glad to see it in light of all the previous bad will.

Leslie

But their return policy on replacing defective discs (within the first 90 days) has never been to have the customer send the defective item back first. I've had to have several 'scratched-in-transit' discs replaced, and they've always sent out the replacement with a SASE mailer to have me return the defective one.

Having everyone mail customer service to get a return number would be more a PITA for them than for customers.

[Patti S.]

Originally Posted by athompson10

My biggest wish is that they don't cut corners trying to meet the end-of-the-month projected date for mailing the replacements. Test the frickin' things this time. Run them in all the DVD players at SNM and then give them to employees to take home and test (like they did after the freezing problems were first reported). Don't let your customers be the guinea pigs again!!

Allison

I'm with ya...I can deal w/the freezing points for an extra month if it means that the new batch will be perfecto!

[Jane C]

I wrote to them yesterday with this question:

If I order now, will I get one of the new improved dvds?

the answer

It will be a few weeks before we have corrected DVDs. If you order now we will send replacement DVDs when they're available at no cost to you.