Walt Disney Studios Home Entertainment has created a Blu-ray disc exchange program to address issues present on the Diamond Edition release of The Little Mermaid. The key mistake the replacement disc and its revised 1080p video presentation corrects is a pair of switched shots that result in an audio sync error during Ariel's "Part of Your World." Blu-ray.com has ordered a replacement disc and will confirm which other errors have also been addressed once it arrives.
Simply call Walt Disney Studios Home Entertainment Guest Relations at 1-800-723-4763 (888-877-2843 in Canada) or submit a message online here to begin the process.
The replacement disc is free. Disney only requires your name, mailing address and disc-specific details (easily found on your retail copy of The Little Mermaid). From there, you will be sent a pre-paid, USPS return-mail label with which to return your 2D BD or DVD copy. (A 3D disc replacement has yet to be announced.) Disney is currently estimating the exchange process will take 4-8 weeks, although it may be less.
I called and they told me I would get the mailing label by the end of the week. It would then take 4 to 6 weeks to receive the replacement. How long it really take, I can't say. In terms of navigating the one 800 number, I went through until I got an option to replace a scratched or damaged disk. I then got an operator and they went through the questions. They needed both the number from the spine, the number on the blu Ray ring and the number on the DVD inner ring.
I was reading some comments elsewhere, and I'm not so sure that a 3D replacement disc exchange will ever materialize, which to me is unacceptable. I'm really tempted to just return the whole thing back to Best Buy for a full refund. If/when Disney ever releases a 3D combo package with the correct 3D disc, I can always buy it again at that point. Thoughts?
Yes, sure, great. I do not trust this at all. I followed the process for the messed up "Roger Rabbit" disc (which I bought day one) and mailed in immediately, but have NEVER received the replacement disc. Now they want me to do it again? No thanks.
Just got off the phone. Was told I will receive a pre-paid postage shipping label to attach on my own envelope and mail back both the Blu ray and DVD. And yes, up to 9 weeks to obtain the corrected copies. Wonder what the messed up ones will be worth in a dozen or so years...
ol_Dut, you should have (and probably still could) call in and explain the Roger Rabbit situation. When I spoke to the rep regarding The Little Mermaid replacement, she told me that if I hadn't received my new copies after 8 weeks to call them back and let them know and they'd take care of it.
i don't see why we should have to even send in the messed up disc to begin with. they knew of this issue weeks before the release but still didn't do anything about it. anyone who buys the item and has proof of purchase should just be able to call and get the disc sent to them without having to send in the messed up disc cause why should you have to wait up to 2 months for a disc that should have been corrected before the release, so for 2 months u aren't supposed to have something that you paid for. doesn't make sense to me.
Well I know there's at least one more - I just now found out that there was a problem with the "Who Framed Roger Rabbit" 25th Anniversary Blu-ray/DVD combo release. Early releases came with the fullscreen version of the DVD instead of widescreen version as it should have. I pre-ordered mine, so I just gave it a check and sure enough it was the fullscreen version. So I just filed another request with Disney.
>> I was reading some comments elsewhere, and I'm not so sure that a 3D replacement disc exchange will ever materialize, which to me is unacceptable. I'm really tempted to just return the whole thing back to Best Buy for a full refund. If/when Disney ever releases a 3D combo package with the correct 3D disc, I can always buy it again at that point. Thoughts? <<
Disney is going put it out of print within 1-2 years as they always do with Diamond and Platinum editions, so waiting would be unwise.
I went through disc replacement also with "Pinocchio" Platinum Blu-ray. The replacement took two years to come out after many strong complaints from customers (long thread at hometheaterforum). And after the replacement came out, the Blu-ray itself went OOP that same month. It was hilarious.
Just want to chime in here to say that when I had the Roger Rabbit BD problem, it had only taken about 10 business days for me to receive my replacement from them. I'll probably wait a little bit to see if they include plans to replace the 3D disc as well. Really hope Disney DOES implement the 3D replacement!!
I love Disney and I appreciate that they want to make this right. That said, I'm tired of disc exchange programs.... I'd prefer better quality control the first time! Calling/emailing, exchanging, and waiting is a hassle. I would like to expect better quality from Disney. Get it right the first time.
Interesting. I e-mailed Disney Scandinavia regarding a disc replacement after buying the Danish release and was given this message:
In preparation for its Blu-ray release, THE LITTLE MERMAID went through an intensive re-mastering process. Unfortunately, a minor oversight led to a switch of two small cuts during the "Part of Your World" scene. There is no impact on the quality or overall experience of the film.
I live in Canada. I bought the UK steelbook. I called the 888# to try and get a replacement disc while openly disclosing the region purchase details. They were all too kind to help me out with an exchange.
Hi, I requested my replacement on day 1, October 1 st. They not only want the spine number they want the BD code on the underside of the actually BluRay. I've already sent mine out and I was told 2-3 weeks. Also I too was told the "no plans for 3D". If you consider they pulled it from theatrical release and now looking at the sales numbers for 3D BD last week, Little Mermaid 3D, the 3D version did really poorly in sales for its first week. I don't think Disney is going to go back unless people inundate them with calls to redo the 3D version. So far as of today they've had 30 complaints about the 3D version. People need to call them and get pist this is where Disney Movies came back to life!
#1-The Wizard of Oz 3D (23%)
#2-Star Trek Into Darkness 3D (14%)
#3-The Little Mermaid 3D (9%)
#4-Epic 3D (8%)
#5-World War Z 3D (7%)
I love how they are the ones who screw up, yet if we want to get a corrected disc, we have to send ours off first.
I was screwed over last time I did that for a defective disc.
They claimed they never recieved my disc, and refused to go any further.
FYI, make sure you have an envelope handy to send back your discs, they sent me a return label within 5 business days, but sent no envelope to send the discs in...I used a 6X9 bubble mailer and placed the discs in cd envelopes (kept the slipcover and blu ray case/artwork): I enclosed the required Disney paperwork too that came with the USPS return label and wrapped everything up in bubblewrap so its a well protected shipment, just figured I would let you folks know ahead of time about the envelope situation...
I live in Austria and bought the American product. SInce I didn't notice anything I guess I will keep it. Last exchange program worked fine though (Paramount, Katy Perry 3D). This here is a lot more complicated since defective discs have to be sent back. Well, I wait for the 4K release and keep this one until then. Happy I am not.
If they're not offering the same for 3D, that basically sends the message that they're only motivated to do the right thing when they feel they have to.
The last Disney BD I sent in for a similar reason - one of the Pirates films - the replacement they sent me was already scratched - which reminds me, I still haven't watched it yet to make sure it doesn't skip. But their packaging for these things leaves something to be desired.
I agree, Disney needs to put a little more effort into quality control rather than having to fix things after the fact, though how much pride or care they take with their product is probably best evidenced in all the catalog offerings they've OK'd from badly outdated masters, inferior for a 1080p format, back when they were still actively releasing catalog BDs other than animated titles that is. They know they can fool even most reviewers, if they're evaluating the product on nothing larger than a 60" flat panel. But, with the internet, if just one person notices something's undeniably wrong, it doesn't take long before everybody who doesn't know the film well enough or have larger systems where such is more obvious learns about it too. Whether they care about paying more for less from the mouse is another thing.
Called on this. Getting a prepaid slip mailed. Don't like all the steps to get to someone but they're nice and it's easy once you get someone. Also asked about the issues with Pinocchio. There was a disc replacement on that too. They still have corrected discs so I'll be sending in disc one for the replacement. The error she said is on disc one (the movie) and the DVD but there's only a replacement on the BD disc. And with Little Mermaid, there's only a replacement on the BD and DVD, not the 3d version (I have the 3d version).
The 3D version is 2D to 3D converted by Legend 3D, Disney did not have the time nor the will to convert it themselves to 3D like with Lion King and Beauty and the Beast due to both of these being on the Digital CAPS System.
This one was not on the CAPS system, this was animation cells, this is more difficult to project in a 3D format than a digital based one like the two above. only the very end used a Prototype CAPS, the majority was on cells.
The 2D version for only the 2D diamond and its disc are up for replacement if the selected disc or discs have the error? so only select discs in that diamond have it?
there is yet to be a replacement for the Legend 3D converted Diamond Edition at all if i assume im right here?
Very weird, just got off the phone with Disney and the lady tried to make it sound like the cut scenes weren't that big of a deal. Not to say that she wasn't willing to send me the packet to exchange them but I would think that it would be a major issue that a film was presented in a way that was altered from the original or that there was a sync issue.
This is all I got from Disney in the UK, I also emailed Watchdog and they have not replied
Thank you for contacting Walt Disney Studios.
In preparation for its Blu-ray release, The Little Mermaid went through an intensive re-mastering process. We do make every effort to ensure that our re-mastering process accurately reflects the original release to minimise consumer disappointment. However, unfortunately, a minor oversight led to a switch of two small cuts during the "Part of Your World" scene on this occasion.
We do make every effort to ensure that our re-mastering process accurately reflects the original release to minimise consumer disappointment. Unfortunately, we are unable to offer a replacement disc in the UK and apologise for any inconvenience this may cause.
Thank you for your vigilance in recognising this and we apologise for the mix up.