He-Man and the Masters of the Universe -Problems with your new set? BCI will fix you right up!
Posted by Gord Lacey
10/20/2005
We've had a number of fans email us to complain that they found scratched discs when they opened their He-Man and the Masters of the Universe - Season 1, Volume 1 DVD sets (available since this past Tuesday). The folks at BCI have issued a statement addressing these concerns, and they sent us a copy of that statement to post for our readers. Please spread the word:
Dear He-Man Fans:
We at BCI have been thrilled about the positive reviews and endorsements received for the Season 1 Volume 1 boxset. We all worked very hard to delivery the best quality possible on these sets. And, we will always strive to give you the best quality and costumer service possible for our products.
So we hope everyone can imagine our disappointment when we received reports that a portion of the sets that have been shipped have been damaged on their way to retailers. The Season 1 Volume 1 box set was suppose to use the same type of digipak tray found in the 10 Best set. Unfortunately, unknown to us during production, a different type of digipak tray was used and then shipped for the Season 1 Volume 1 sets. This tray, on some sets, has a slightly protruding form spot that can cause scratches on underside of the discs. Our product samples came straight from the supplier and were in the best of condition, thus we were not able to catch this defect. The use of this new type of tray was not our decision, and we have instructed our supplier to cease its use on any further packages of any type distributed by BCI.
In the meantime, let us assure you that the vast majority of discs, including those with minor visible scratches, are demonstrating 100% playability. For those discs that do not work or display scratches that appear critical in nature, BCI WILL EXCHANGE THOSE DISCS DIRECTLY FROM THEIR OFFICES AT NO CHARGE. Simply email us at info@bcieclipse.com with the nature of the scratches and the discs that need exchanging. Please be sure to e-mail us directly. While we'd love to speak to every fan directly on the phone, e-mailing us instead will keep things organized and smooth and allow us to take care of any problems you may have quickly and efficiently. We'll be sure to address any e-mails we receive as quickly as possible in order to meet your satisfaction.
In addition, we will be manufacturing new packaging over the next several weeks, returning to the original tray design from the 10 Best Episode Set. For those of you who require a set of packaging due to the protrusions on the trays being critically problematic, we will also EXCHANGE THE TRAY SET AT NO CHARGE DIRECTLY FROM OUR OFFICE upon request.
Based on this, we encourage all fans to continue to purchase existing copies of the He-Man Season 1 Vol 1 set from stores rather than waiting for the rolling change sets. Also, most retailers are currently running some of the best sale prices at which you will ever be able to purchase this first Season Volume set. We encourage fans to take advantage of these prices while they can. Playability continues to be at 99%+. If any of the discs do not play, we will replace them. If new packaging is required, we will provide it to you. Please ˆ enjoy the set as-is knowing that replacement is free of charge from BCI as needed. This way, you can enjoy He-Man now, knowing that if any problems occur now or in the future replacement will be easy and quick.
