Many months after the Blu-ray release of 'Pirates of the Caribbean: Curse of the Black Pearl', an error
was discovered in the framing of some scenes. To rectify this issue, Disney is
offering a replacement disc with the framing corrected. Simply call their
customer service line at 1-800-723-4763 (US) and you will need to provide
them with your contact information. Have your copy in front of you as well, if
possible.
For Canadian customers, a phone line is being set up at 1-800-877-2843, but
it may not be up yet.
Edit: Disney is now asking that you email them at disneyinfo@disneyhelp.com
with your full name, address, disc UPC #, and phone number.
Blu-ray studios have been extremely consumer friendly. First Sony gave us a new Fifth Element for free, and now Disney is giving us a new POTC.
Contrast that with HD DVD studios still not even recognizing the fact that Traffic was released from a 480p print (its worse than the DVD) or that the LFE channel is missing (broken) on many copies of Transformers.
^ They all do, up until now. (But if you want to double check. Go to the scene where Jack Sparrow and Will Turner are fighting by that donkey where he makes thsoe swords. And when the old drunk guy hits jack in the head and he falls to the groud the camera pans up and if you Can NOT see anybodys faces, and everyone is cut off at the neck then you have a bad copy.)
thanks butters...just called...very friendly, got through quickly...just had to give name and address and the stock number of the disc and it will be here in 5-10 business days.
Pretty easy. Waited on hold about 5 minutes. Got through, gave my info took about 10 minutes total. I swear though I think I was actually talking to Minnie Mouse herself! The operator had the highest voice I have ever heard but she was quite pleasant and very helpful.
Disney is wonderful, naturally. It's a shame it took the time it did for someone to realise that there was something. In all likelihood, it was a viewer who caught that mistake. Alas, if I were an owner of such a fine item as the CotBP Blu-ray disc, I'd have spotted it on my first viewing. Sorry for being so overly pompous. Actually the only reason I said that was because I think I've practically memorised that and the other two movies (DVD version, sadly). Hence my avatar/ icon
I DESPERATELY want a Blu-ray player, but my financial advisor told me to wait until the bloody format war is over.
OUTSTANDING!!! Called and spoke to Julie, took 5 minitues in total from dialing, wait time, and confirmation for shipping to the end of the call, and it couldn't have been more easy. True to their nature Disney supports their customers and stands by their product. Yet another reason to buy Blu-Ray, the customer support blows HD-DVD out of the park. Simple forward response, no questions asked, problem resolved.
Ive tried to see where the issue is on the scene and i dont see it. Its after jack gets hit in the head right? or am i wrong? i was able to see all the heads of everyone in the shot except for part of the hat of one of the charactors.
Am I the only one that got asked to read the numbers on the inside of the disc itself?? LOL. It should be here in a week, and he told me I could make a christmas ornament out of the old one.
Hi everyone! I´m new on this forum I´m going to order my copy of POTC 1 & 2 from amazon.com. Does anybody know what version they are going to send me?... The correct or the framing issue?
On the phone with Karen. Told her about this place and that everyone said she was really nice. She was very thankful for that and was very pleasant. Also told her that we are happy to have Disney on blu's side and we look forward to more great releases next year. She loved it and thanked me for saying such kind things and they appreciate the feedback!
My disc is on the way If you all call - give props to Disney for being blu and thank them!
Same goes for me, just called this afternoon around 3pm Mountain Standard Time, great customer service! Very nice, knowledgeable, women helped me. She was fully aware of the replacement program.
After giving my contact information she asked me for my stock number "on the spine" and told me that my copy will be arriving in approximately 5-7 business days. She also told me that I can discard my old copy of POTC: The Curse of the Black Pearl after I receive my new copy.
I think a letter is in order. . . Disney deserves it ; ). Thank you Disney!
Disney: great company, great entertainment. I love their parks and I love their customer support. They are my favorite Blu-ray exclusive studio, and have been since day 1.
The framing issue is located in the swordfight scene in the barn. It's in about an 8 minute span but is not constant. You need to slo-mo and you will see that as they are fighting the tops of their heads are cut off....
THIS IS APPALING, I WOULD HAVE HALF EXPECTED THIS TO BE AVAILABLE WORLDWIDE, I LIVE IN THE UK & PAY TWICE AS MUCH, LOOK AT THE BLOODY COLD SHOULDER WE ARE GETTING, NO BLOODY MENTION OF A FRIGGING REPLACEMENT DISK PROGRAM FOR THE PEOPLE THEY SCREW OUT OF MONEY THE MOST, ALWAYS STUCK UP THE USs & TREAT OTHER CUSTOMERS LIKE 3RD WORLD WHEN THEY'RE GLAD TO CHARGE US MORE
I just did this, the most painless process I have ever experienced. They are not asking for you to send the old one back, just sending the new re-authored version. Is Disney and Blu-Ray cool or what?
Ok.....called them.....they are open tonight till 7:30pm Central time. They wanted my "stock #" off the disc and I told them I would call them back since I'm still at work.
You can also e-mail them, but I didn't ask for the e-mail addy as I'd rather talk to someone.
Yeah i got the same problem where it dialed and it would go silent. so by the 3rd time i just stayed on the line for a while longer and the machine went on with all the options. Very easy to deal with and fast, didnt even ask me for any type of number
This is great! Just called that number and they are sending me the new disc! I told them how much this is appreciated and said this makes Blu look very good for customer base. I'm going to spread the word about this.
Thanks for the story on this. Just got off the phone with the Disney representative and my copy shall be here in 7 to 10 days. She was very nice and to the point...Customer help that I did not mind waiting ten minutes for...
Just did mine. Karen was awesome. Told her everyone was saying such good things about her. Gave Disney kudos and said how I can't wait for more Disney releases. She mentioned that 101 Dalmations comes out in March.
I'm in Canada and I called the US number because the other number doesn't work. They did everything in no time and I should have a replacement for disc 1 in 7 business days.
Disney knows customer service!
I called and got a rep within 5 mins, but she said it would be 2-3 weeks for delivery. it's just the first disc in a envelope. I was hoping for a whole new case ha ha. I hope the delivery is what everyone else has been saying 5-7 days. Although, I guess it really doesn't matter... I didn't notice the flaw in the first place. Ha ha
Just called Disney for the replacement disc. Very easy!!! There is a message to email your info. but if you wait for the different options you can talk to a customer service specialist and then give them your info. They said it would be about ten days till I got mine in the mail......
Took me awhile on hold to get through. Finally got an operator (Karen) on the line and she was very helpful. Said it should be between 5 - 7 business days.
I called now and a message said to email your information to them for processing.
Send your name, address, phone number and disc upc number to disneyinfo@disneyhelp.com. It was simple and took me a whopping 2 mins. Disney is fantastic!
Hey guy's can you return the disc to Amazon and recieve the correct disc from Amazon?
I only ask as i had it shipped from the U.S to Aussie Land and uncertain how to get it replaced.
Thanks for any replies.
I received a confirmation that they got my email on the 19th
And my replacement copy showed in the mail yesterday (24th).
I was curious about what set the whole replacement disc thing going in the first place so I popped in the original and watched the scene where Johhny and Orlando go at it in the blacksmith's shop and saw nothing wrong at all. I watched that scene twice and found nothing wrong with my original. I almost think I'd need to have two players and TVs going side by side to see if any difference is noticed.
I can't believe that DIsney is doing this! Amazing. I sent emails to Diney and I.m calling tomorrow! I cant wait to get a second copy. When wil the Pirates 3 issue be fixed?
I sent an email on monday, and sent a second one yesterday. I'll probably call tomorrow to check if they got my email. Heh. I want my new copy!!.
Still, this is awesome; great service. It's funny that even the phone service girl talks Disneyish when she says: "Our doors are closed right now"...heh, you gotta love Disney. Heh.
I just called Disney and they told me they did get the email but because of the holiday and all the requests they're getting it's taking a little bit longer than usual to process.
It's incredible how happy they seem to be, even on the phone!. Heh. Oh well, I guess I'll have to wait for it to be processed so I can get my replacement disc. Heh.
I sent my email on the 19th and received this reply today. Sounds like they have changed it a bit and you have to send in the original disc to get a replacement. I am actually surprised they didn't do this from the beginning to prevent people from claiming they had it and getting a free one.
**************************
Dear Eric,
Thank you for the email. We have received your contact information and will be sending you a return mail label to return your disc to us. Please only return the disc and keep all original packaging. Upon receiving your disc we will send out a replacement to you.
If you have any other questions please reply with history to this email.
I emailed on the 25th, and again on the 6th but got no replay. Just called and was told they "hadn't gotten to my email yet" but the girl took my info and said they were going to mail me a return envelope to return disk 1 for replacement.
She was very nice, and I swear she sounded like a Disney cartoon character!
I called Disney and I live in MOntreal so the lady from the states said that I can get it for free. I gave my info to her and then she told me to get rid of the bad copy. I kept it and watched it that same day. NOTHING was wrong (Bought in August). I called again from the canadia line (1888-877-2843 not 1800-877-2843) and they told me it would arrive in 5 to ten weeks. I got it in 2 weeks and I had so much fun with 3 copies of the feature film on Blu-Ray. THANK YOU DISNEY.
I didn't get a response from them until I got a letter in the mail with a form to fill out. They included a prepaid postage label to pay for the shipping for the return of the defective disc.
it's just the first disc in a envelope. I was hoping for a whole new case ha ha. I hope the delivery is what everyone else has been saying 5-7 days. Although, I guess it really doesn't matter... I didn't notice the flaw in the first place. Ha ha 
