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Pirates of the Caribbean Replacement Program

Posted December 17, 2007 02:32 PM by Josh Dreuth

Walt Disney PicturesMany 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.


Source: Blu-ray.com | Permalink | United States [Country settings]

News comments (105 comments)



CptGreedle
  Dec 17, 2007
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GREAT! Thanks for the update! i will be sure to do this first thing tonight!

krinkle
  Dec 17, 2007
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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.

SO happy I own Blu-ray.

Y3k Bug
  Dec 17, 2007
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That's awesome! I may keep my "incorrect" copy for a conversation piece though.
Whitford
  Dec 17, 2007
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how do we know if our particular disc has incorrect framing?

Leopold BUTTERS
  Dec 17, 2007
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^ 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.)

FilmmakingFiasco
  Dec 17, 2007
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Y3k, you should be able to keep it. I called the other day and they told me to 'discard' my old disc
when the new one arrived.

Top contributor
ckenisell
  Dec 17, 2007
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If you own it, than you have it.

Y3k Bug
  Dec 17, 2007
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Thanks for the heads up Film! Sounds like it's win-win then.

Rustmonsteru
  Dec 17, 2007
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Just did it. Piece of cake except for the million years it took to get throught the phone system.
starlightpress
  Dec 17, 2007
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Just called, got through quickly... all she asked for was my address and she said it'll be sent out in a few days. Took less than 5 minutes.
Whitford
  Dec 17, 2007
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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.

Awesome Customer Service Disney!!

jcdDigix
  Dec 17, 2007
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Took me 2 minutes overall. Man those people @ Disney are cool. They told me the replacement disc will be processed in a matter of minutes!

tru blu
  Dec 17, 2007
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Does anyone know if the framing issue is on international discs Region B Australia?

May the Blu be with you...

buckshot
  Dec 17, 2007
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yet another good opportunity to donate a bd to a ps3 owner. i'll give my old copy to my friend who has yet to see the light.

MarkMTC
  Dec 17, 2007
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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.

Thatcher
  Dec 17, 2007
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It took me 5min. Disney Rocks!!
No send it back BS.

Vonscoot
  Dec 17, 2007
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Took 2 min, will be arriving in 5-10 business days.... It doesn't get any sweeter than Disney and Blu-ray.

haushausman
  Dec 17, 2007
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Wow... Disney continues to impress me. Talk about a company bent on quality!!!

kaliraver
  Dec 17, 2007
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I called earlier today and spoke with Karen who was very helpful. It was funny at the end she told me to destroy my old copy and I was like yeah ok

LotR B.D. would rok
  Dec 17, 2007
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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.

Peace. Love. And BLU!!

long live Sony, Blu-ray format, and Disney

AaronSCH
  Dec 17, 2007
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Quick and painless. Great customer service.
gupt0014
  Dec 17, 2007
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Just called.....new copy on its way!!!!!!

onehothemi
  Dec 17, 2007
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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.

mugen302005
  Dec 17, 2007
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is this replacement program available for foreign buyers? I had my copy sent to Peru. I doubt they can reach me here, do they?

cathexist
  Dec 17, 2007
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MarkMTC must have spoken to the same girl I did...
ellldiablo
  Dec 17, 2007
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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.

monkyman
  Dec 17, 2007
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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.
chuck440
  Dec 17, 2007
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Has anyone in Canada called yet ??

crispicazzo
  Dec 17, 2007
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Hi everyone! Im new on this forum Im 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?

Thanks for your help!

DrinkMore
  Dec 17, 2007
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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!
JT_Designer
  Dec 17, 2007
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I'd glad Disney is doing this for its customers. Blu-ray providers really look after their customers. I doubt HD-DVD would do this.

Max
  Dec 17, 2007
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Anyone know when the re-issue will be available in stores? I was waiting to purchase it.

crispicazzo
  Dec 17, 2007
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Me too! anyone have news?

RWebb74
  Dec 17, 2007
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I love this forum. Great information making my life easier. Thanks. Got my replacement on the way.

love4blu
  Dec 17, 2007
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The Canadian line is not up yet! (All I get is a fax/modem sound...)
I hope they fix this soon....
simcal
  Dec 17, 2007
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quick and painless just had to give the lady the 5 digit number off the spine.
great service, said it will be about two weeks.

bicclick2002
  Dec 17, 2007
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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!

johnnyd1
  Dec 17, 2007
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Just called, and yes Disney has GREAT customer service. All I needed was the disc number !

Took a few minutes.

Blu-Runner
  Dec 17, 2007
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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.

vektar
  Dec 17, 2007
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and what exactly is a frame issue i never noticed anything when i watched the movie.
cawgijoe
  Dec 17, 2007
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How late are they "open"? My disc is at home and I have to work late tonight......
cawgijoe
  Dec 17, 2007
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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....

NARMAK
  Dec 17, 2007
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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

werewuf
  Dec 17, 2007
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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?
cawgijoe
  Dec 17, 2007
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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.
Richiebob3
  Dec 17, 2007
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This worked great. I just ordered my disc and it will be mailed tomorrow. Wow. you really have to love Disney.

Thanos417
  Dec 17, 2007
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Very nice and friendly when you call, I'm impressed.
cawgijoe
  Dec 17, 2007
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The number is located on the spine and on the disc itself.
Achmat
  Dec 17, 2007
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what the email address

anyone know?

TheTenth
  Dec 17, 2007
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sadly I'm French and I bought all Potc from Amazon.com, and I can't call this number ...
BLU_scotty
  Dec 17, 2007
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I keep getting a fax machine everytime I call(1-800-723-4763). Are we supposed to be faxing the info?

Nevermind. I must have been dialing the Canadian Number

Cordre69
  Dec 17, 2007
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I've been calling all day but it never connects...
I've tried from 3 phones. It rings, then is silent like the message is just blank.

cartman781
  Dec 17, 2007
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THey didn't even ask me for the stock #
outfdblue
  Dec 17, 2007
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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

Nati man
  Dec 17, 2007
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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.

common_sense
  Dec 17, 2007
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Thanks everybody for getting the word out. I just called myself and got it done. Thanks!
Bruiser2007
  Dec 17, 2007
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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...

Disney...You rock!!

Iago
  Dec 17, 2007
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Sweet! just completed it!
Balquin
  Dec 17, 2007
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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.

XDragon
  Dec 17, 2007
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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!

HeartOFHatred
  Dec 17, 2007
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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

Top reviewer
MacDaddy
  Dec 17, 2007
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I have to agree with you guys. Disney is awesome just spoke with Bonnie took about 2 mins when I finally got to talk to someone. Very helpful!!

RickD
  Dec 17, 2007
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I spoke with Karen as a lot of you did and she was super nice. She asked me for the Stock number off the back of the case.

jbt419
  Dec 17, 2007
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Integrity and commitment to product, thy name be Disney. Vive le Mouse!

Beta-guy
  Dec 17, 2007
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I just tried the Canadian number and got a fax machine
Achmat
  Dec 17, 2007
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so canadians are getting through with the american number?

lgans316
  Dec 18, 2007
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How about the replacement for overseas customers ? Please help.
shady85
  Dec 18, 2007
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if i buy the movie now the problem will be gone ? or wait untill remastred version shows up
Sharkby12
  Dec 18, 2007
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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......

transcension
  Dec 18, 2007
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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.

Magic
  Dec 18, 2007
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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!

Pauliesr
  Dec 18, 2007
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I was gonna post the same thing as Magic. The first thing in the list of options is regarding the blu ray replacement of POTC.

They give the email address to where your info which is exactly what 'Magic' posted.

They need your full name, address, phone number and the UPC number on the back of the case.

Disney is devoted to Blu Ray!
chan1490
  Dec 18, 2007
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I had another issue so I spoke to Lana and Norman from tech support and they are FANTASTIC! They must give their employees happy pills.

Top contributor
SlmShdy1
  Dec 18, 2007
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So anyone could basically get a free copy of this movie if all you need is the UPC.
jmramirez
  Dec 18, 2007
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Did anyone who sent an email get any kind of confirmation?

Sent my email about six hours ago and nothing yet.

Beta-guy
  Dec 18, 2007
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I haven't got a confirmation yet either... but I sent the e-mail off...

u_nick
  Dec 18, 2007
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I tired calling last night, but they were closed. Sent off the email last night right after that, and got a reply this afternoon.
moggy
  Dec 19, 2007
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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.

sardaukar1977
  Dec 19, 2007
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I'll hold on to both then, one as a collectors item, too bad I already opened it when I first got it.

love4blu
  Dec 19, 2007
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I just called! I will be receiving the replacement disk in 7-10 days.
Sweet!!

gral1970
  Dec 19, 2007
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For Canadian customers, the phone number is 1-888-877-2843
chan1490
  Dec 19, 2007
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I sent the email 20 hours ago and still no confirmation.
chuck440
  Dec 19, 2007
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Thanks for the Canadian Number Mine is on the way .

SixAxiS
  Dec 20, 2007
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Not to sound like an idiot but is the sku number under the bar code?

blackpixels
  Dec 20, 2007
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Hehe I still have my copy (Sealed) and getting the new (revised) one...yeah.

Beta-guy
  Dec 20, 2007
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I just called Disney and it turns out they got my e-mail even though I got no reply, and I should get it in 7 - 10 business days...
beepemborp
  Dec 20, 2007
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emailed, and I'm getting my replacement copy soon I love how we get the replacement disc free and don't even have to give the bad disc back!

cartman781
  Dec 20, 2007
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Got my replacement today.

rgbsyr
  Dec 21, 2007
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Called monday and got mine today also.
Curry24
  Dec 21, 2007
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I got mine today as well.
ssk2486
  Dec 23, 2007
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I emailed Disney using the link above, but did not get an answer from them. Did anyone else email them, and get a response? Should I just call them?

Pauliesr
  Dec 25, 2007
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I emailed Disney with my info on the 18th.

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.
Naboo
  Dec 27, 2007
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I emailed Disney with my info on the 19th.

No confirmation that they got my email. It is now the 27th.

Schultzy
  Dec 28, 2007
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I also emailed my info on the 19th and still haven't gotten a reply.
RandyJaiyan
  Dec 30, 2007
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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?
swordmasterphoen
  Dec 30, 2007
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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.
swordmasterphoen
  Dec 31, 2007
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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.

wem003
  Jan 03, 2008
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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.

Thank you for your patience.

Walt Disney Home Entertainment Technical Support

**************************
jvkersey
  Jan 04, 2008
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Yeah same here, have to return the disc and wait for a replacement. I never could even get a response to my email, son finally called.

Darth_Bane
  Jan 05, 2008
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I too emailed them on the 19th and I still have not had a response, guess I'll be calling tomorrow.
GeekGod
  Jan 09, 2008
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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!
RandyJaiyan
  Jan 11, 2008
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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.
rjdude
  Jan 14, 2008
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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.


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