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Damaged disks

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Larry View Drop Down
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Post Options Post Options   Quote Larry Quote  Post ReplyReply Direct Link To This Post Topic: Damaged disks
    Posted: 03 Mar 2012 at 3:02am
I recently purchased this and 4 other tutorials and on this one in particular keep getting the following message at various different parts   ( Skipping over damaged area)   the video stops and then starts missing some of the tutorials.   I have e-mailed Karl Taylor and am told that I have to go to the trouble of packaging and then mailing the DVD's back to them and when they receive the DVD's they will mail out the replacement DVD.

Considering that I had just opened them and played them the first time and had this problem and I have to be inconvienced ( hasseled) by something that should have been checked before being shipped .    

Has anyone out their had a similar experience ?????

It's really upsetting
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horizon View Drop Down
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Post Options Post Options   Quote horizon Quote  Post ReplyReply Direct Link To This Post Posted: 03 Mar 2012 at 4:31am
G'day Larry,

I've not had this problem with any of my disc's purchased from KT and this is the first time anyone has mentioned the fault on the forum, and the reply from KT would be considered as normal, no matter who sells what. No company will send out replacements prior to receiving the faulty product back first.

If you go to your local shop and purchase something, and it's faulty, are they going to refund you or replace the item for you before the faulty item is returned? I would pretty much guarantee that would be a no. And they would also insist on seeing the receipt of purchase, in the event that the item was purchased elsewhere or maybe even stolen. This would be store policy and company policy if a large chain store.

So personally, if I had the same issue, I would expect nothing less than the reply you got asking for the faulty product to be returned.

As for ensuring that every disc is functional prior to packaging and shipping, that would increase the cost of every disc, and as these disc's are supply to KT by a manufacturer and are not cut inhouse, the testing should be done by the manufacturer or supplier. But KT would have no control over the manufacturers Q.C / Q.A policy (Quality Control / Quality Assurance).

I have seen with some Movie DVD's that they would play, and the cause was with a dirty surface of the disc, even though it sealed packaging. So disc players are very sensitive to surface cleanliness, and cleaning with a disc cleaning spray and cloth fixes the problem. But this again may be of a problem and an inconvenience for you, so I'd recommend returning the disc and getting a replacement. I've recently read in the past couple of weeks about a set of dics's that have had high failure rates (Not KT), due to the long time spent in storage prior to shipping and the disc's have been damaged by removing from the cardboard covers as the covers had bonded with the disc surfaces.

If you havent returned the disc's yet, look at the disc playing surface at an angle and see if you can see some contamination on the surface. If you can see some contamination, ask KT if they would like you to try clean the disc first before returning. I'm sure that if cleaning the disc works, then this would resolve the issue for both yourself and KT.

Cleaning Disc's, using a clean soft damp cloth / sponge work across the disc playing surface from the hole to the outter edge and work around the disc to remove any surface contamination. DVD cleaning solution methods can be seen here. Some recommend a very diluted mix of Isoprol or liquid detergent.

Cleaning CD's & DVD

But ask KT first in case they need to return the faulty disc to the manufacturer. But they may like to see if it needs cleaning first.

Hope this helps.

Regards,
Craig

Edited by horizon - 03 Mar 2012 at 4:32am
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Please dont edit my photo's.
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rene58 View Drop Down
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Post Options Post Options   Quote rene58 Quote  Post ReplyReply Direct Link To This Post Posted: 03 Mar 2012 at 4:33am
no not at all they play good.
maby check your player or play it at the pc.


cheers Rene
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Larry View Drop Down
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Post Options Post Options   Quote Larry Quote  Post ReplyReply Direct Link To This Post Posted: 03 Mar 2012 at 4:24pm
Hi Graig

Thanks for the detailed reply. I do agree and understand most return policy's but when one has just received a faulty disc and they have all the payment details so it's all legit then the cost to them to immediately replace the faulty disc is negligible. Where not talking money here. They would reimburse me for the postage so it they just sent a replacement they would probably not be out of pocket and I would not have the hassle (great customer service) I have bought many DVD'S from Scott Kelby and other tutorials and never ever had this or similar problems. By the the I got four of KT's DVD's and just finished watching Advanced Digital SLR 2 and at the end having the same problem ! The other two are fine.

Once again thanks for you'e detailed reply

Larry



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CSkinner View Drop Down
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Post Options Post Options   Quote CSkinner Quote  Post ReplyReply Direct Link To This Post Posted: 04 Mar 2012 at 1:00pm
Hi Larry,

I would first try cleaning the disc and the cd player itself. In the past I've had some discs that would play fine, and others that would not, and the cause was the cd drive itself that was a little bit dirty.

Also are you playing the discs on a computer? Craig will correct me here if I'm wrong, but I believe that if a systems memory usage gets too high this can also cause skipping or pausing of the video playing software itself, and also the software or codecs could be the cause.

Hope this helps a bit,

Regards,

Chris
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Larry View Drop Down
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Post Options Post Options   Quote Larry Quote  Post ReplyReply Direct Link To This Post Posted: 04 Mar 2012 at 3:54pm
Thanks Chris, I will try and clean the CD player and Discs. I am using a Mac Book pro with 8mg ram ,so I don't believe it's a memory problem

Thanks Again for the help.

Lary
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Lucy View Drop Down
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Post Options Post Options   Quote Lucy Quote  Post ReplyReply Direct Link To This Post Posted: 13 Mar 2012 at 5:00pm
Hi Larry,

We are sorry to read of your disappointment regarding the skipping of discs, however I must agree with what the moderators have stated.

We only request that your damaged discs are returned to us as we need to check the discs over, and make sure that other discs from the same batches are not also affected by the same problem.

We are not able to check each individual DVD before we post them out, this would be an extremely time consuming job, and we have never felt the need to as it is so rare that we receive damaged discs back.

We do not want you to feel that we do not believe you, we hope to keep our customers happy by replacing faulty goods.

If you have not already managed to play the DVDs (i.e cleaning etc) and the DVDs are still skipping then please do return them to us and we will send you replacements.

Kind regards,

The KT Photography Team.

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Lucy View Drop Down
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Post Options Post Options   Quote Lucy Quote  Post ReplyReply Direct Link To This Post Posted: 13 Mar 2012 at 5:05pm
** and we will also reimburse you for the cost of returning the damaged discs.
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Larry View Drop Down
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Post Options Post Options   Quote Larry Quote  Post ReplyReply Direct Link To This Post Posted: 13 Mar 2012 at 11:21pm
As I have said before I should not have to go to the trouble (my Time ) to return something like this that will only cost you a few dollars to replace,when I had just received them. KT did not even offer me any type of compensation of any kind to acknowledge the inconvenience you have put me through notwithstanding the I HAVE PAID FOR A FAULTY PRODUCT. IF this is as rare as you say all the more reason for replacement disc's to be sent out immediately. This is bad business --- It was my first dealings with KT and I can assure you I do spend a lot of money on my Photography and Tutorials.    Word of mouth is a very powerful median ! you have lost me as a customer and the referrals and friends business.

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Mr. Blue View Drop Down
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Post Options Post Options   Quote Mr. Blue Quote  Post ReplyReply Direct Link To This Post Posted: 13 Mar 2012 at 11:59pm
Originally posted by Lucy

** and we will also reimburse you for the cost of returning the damaged discs.


Dear Larry, I guess you have missed a very important point.

KT Team could have sent you a new DVD and in that case KT Team could save shipping expanses as KT Team would have to pay only for the shipping TO you.
However, KT Team agreed to REIMBURSE the cost of returning the damaged item as well as to pay for shipping the replacement (Doubles the shipping costs).

As a respected business KT Team want to provide THE BEST SERVICE TO ALL CUSTOMERS (present and future) therefore it is very important for KT Team to inspect the faulty item in order to prevent such a thing from happening again.

I understand your frustration, yet please TRY to be more understanding and give KT Team a fair chance to solve this issue in the proper way...

Just give KT Team a chance and I am sure you will change your mind about the service you get!

Kind Regards,

Mr. Blue



Edited by Mr. Blue - 14 Mar 2012 at 12:24am
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