Exactly. ES have done nothing wrong here, the manufacturing issue is just that, down to the manufacturer. It's like I always say at work, problems happen everywhere and they can't always be avoided, but when they do present themselves it's how you deal with them which will ultimately decide whether the customer will come back to you or not, and ES have dealt with this brilliantly.
This is the email Luke sent to me:
"Hi,
Thanks for your email.
We have identified a manufacturing problem with the entire run of Jack Reacher steelbooks where there is a faint scratch running from the right of the last R of Reacher down to the BBFC logo. This affects every copy.
We are speaking to Paramount this morning about a resolution for this, but it is unlikely to be clear what this is until the end of today (Monday) at the earliest.
Therefore there are several options:
1. We can send you another copy of the steelbook, but it will have the same scratch on it. You can then return your current one to us and we'll refund your postage costs.
2. You can return your steelbook to us for a full refund including the cost of the return postage.
Option 1 is clearly not perfect, as ultimately you are very unlikely to receive a pristine copy given that it impacts the whole run.
There is an option 3, which is to hold on to your current copy of the steelbook until such a time as we are able to provide an update on what we can do to resolve this.
If you do wish to return your steelbook for a full refund, please send it to:
The Entertainment Store
PO Box 7780
London
W1A 7BW
Thanks for your patience with this, and let me know if there's anything else I can help with.
Regards,
Luke
Entertainment Store"
It's clear, concise and lays out all available options from the get go. There was no 4-5 day wait for a reply to request further information, he simply gave me the facts right off the bat and made it easy for me to decide that ES are a company worth persisting with, and personally I really hope they get more exclusives because that level of customer service can only be matched by Amazon IMO, and let's face it Amazon are so big that they can deal with all problems without really taking any hits, whereas ES are just a small company trying to get by and help us collector's out in the process.
