Zavvi - Retailer chat [Europe]

dfoles · Jul 6, 2014

Just wondering if anyone can help me out. Silly me wanted to actually watch the Teenage Mutant Ninja Turtles movie, so I popped it into my PS3 (Region A) and waited for it to load up. Nothing.

The disc shows up as "BDMV" and when I launch it and look at the info, it shows that it goes from "Title 6" to "Title 4" and then does nothing. It's stuck on a black screen with nothing and Title 4 has a listed time of 0:0:0.

I popped in a region free disc which loaded fine, and then I popped in a known Region B movie, which loaded up the blu-ray player can't play this region message (like it's supposed to).

I just tested it out on my other blu-ray player to pretty much the same results. The only differences were it showed up as "BD-ROM" and then the player just kicks back to the menu when I try to play it. Tested another Region free disc which worked and a B Region disc brought up the region message.

Anyone else having a similar issue?

Bruisermoore · Jul 6, 2014

inu028 said:
I have a question, I have sent a claim for a copy of Toy Story that came damaged. I was offered the 15% refund but I instead asked for a replacement or a refund. They answered by telling me that there was no more stock to send me a replacement and that they were willing to refund me if I shipped the steel back to them (I'm in the US) and that they would cover the shipping cost but only up to 15% of the product's price. I got this copy in one of the sales for 14.49 GBP, so they will only give me around 2.17 GBP for shipping but the shipping itself is around 10 GBP. As you can see, I would end up getting around 6.66 GBP back from Zavvi after shipping.

Can I still ask for a full refund and ask to keep my damaged copy? Or is it too late for that?

You definitely can!

This pattern appears to be what they are telling their CS reps to do -

1. Offer 15% refund
2. Offer full refund if the customer pays MOST of the return shipping.
3. Offer full refund or ship a replacement if available.

I just recently went through the same exact progression as you. I kept pressing and pressing and it took four messages over the course of a week or so, but I now have a replacement on it's way to me and I get to keep the dented copy. :LOL:

Message them again and tell them that only a replacement or full refund will do because it's their fault you received it damaged in the first place due to the way they ship their steelbooks now. Explain to them the difference between the actual shipping cost and what they will cover and tell them that you aren't going to pay it. Good luck and I hope this has helped.

meth head · Jul 6, 2014

Only ever bought two steels from Zavvi and they came dent free. Don't like the sound of these odds now they have changed their packaging.

JackRegan · Jul 6, 2014

inu028 said:
I have a question, I have sent a claim for a copy of Toy Story that came damaged. I was offered the 15% refund but I instead asked for a replacement or a refund. They answered by telling me that there was no more stock to send me a replacement and that they were willing to refund me if I shipped the steel back to them (I'm in the US) and that they would cover the shipping cost but only up to 15% of the product's price. I got this copy in one of the sales for 14.49 GBP, so they will only give me around 2.17 GBP for shipping but the shipping itself is around 10 GBP. As you can see, I would end up getting around 6.66 GBP back from Zavvi after shipping.

Can I still ask for a full refund and ask to keep my damaged copy? Or is it too late for that?

I very much doubt they will offer a full refund and let you keep damaged item. Best you can hope for is to up the ante with the percentage they are willing to offer - I have heard say they will often go to 50%. If you want to keep it- or ask for full refund and remind them in the strongest terms they are responsible fo rthe damage in the first place and placing the onus on you to pay for (most) of the postage is way out of order.

Probably the least worse option.

Pushing Tin · Jul 6, 2014

inu028 said:
I have a question, I have sent a claim for a copy of Toy Story that came damaged. I was offered the 15% refund but I instead asked for a replacement or a refund. They answered by telling me that there was no more stock to send me a replacement and that they were willing to refund me if I shipped the steel back to them (I'm in the US) and that they would cover the shipping cost but only up to 15% of the product's price. I got this copy in one of the sales for 14.49 GBP, so they will only give me around 2.17 GBP for shipping but the shipping itself is around 10 GBP. As you can see, I would end up getting around 6.66 GBP back from Zavvi after shipping.

Can I still ask for a full refund and ask to keep my damaged copy? Or is it too late for that?

Good question. I think 15% will not really cover shipping costs for anybody outside UK. I know it won't from Germany. So how does Zavvi handle this if buyers are from abroad?

I like the Please ensure you package your return securely to prevent any damage to the items or boxes part. Does it mean they expect us to ensure a safer packaging than they do? :hilarious:

JackRegan · Jul 6, 2014

dfoles said:
Just wondering if anyone can help me out. Silly me wanted to actually watch the Teenage Mutant Ninja Turtles movie, so I popped it into my PS3 (Region A) and waited for it to load up. Nothing.

The disc shows up as "BDMV" and when I launch it and look at the info, it shows that it goes from "Title 6" to "Title 4" and then does nothing. It's stuck on a black screen with nothing and Title 4 has a listed time of 0:0:0.

I popped in a region free disc which loaded fine, and then I popped in a known Region B movie, which loaded up the blu-ray player can't play this region message (like it's supposed to).

I just tested it out on my other blu-ray player to pretty much the same results. The only differences were it showed up as "BD-ROM" and then the player just kicks back to the menu when I try to play it. Tested another Region free disc which worked and a B Region disc brought up the region message.

Anyone else having a similar issue?

Was your region-free player chipped or hacked? sometimes if they are hacked they forget, and sometimes they forget selectively.

Failing that, and if you're certain the players are all fault/tantrum free (for instance, I have amongst the collection of paraphernalia a Region B (unlockable) Panasonic DVD player that sometimes refuses to play fault-free Region B disc, oher times, or if you persist, it will play them), then it look like a dodgy pressing - rare, but not impossible.

Bruisermoore · Jul 6, 2014

Pushing Tin said:
Good question. I think 15% will not really cover shipping costs for anybody outside UK. I know it won't from Germany. So how does Zavvi handle this if buyers are from abroad?

I like the Please ensure you package your return securely to prevent any damage to the items or boxes part. Does it mean they expect us to ensure a safer packaging than they do?

For me, after I complained that my return shipping costs to them with tracking and insurance (yes, they request you do this EEK!

) would be $15 from 'merica, and their 15% would only cover $2.50 of that, they finally said they would just send me another one and I could keep the dented one. Less than an hour later I received the shipment notice.

They basically just hope people at some point are satisfied with an offer they throw at them and if not, they will eventually give a refund or replacement. It's happened to me twice now and it's been the same exact copy and pasted messages from them to me every time and the same offers, 15% refund, then a replacement IF you pay return shipping (minus 15%), then finally, ok, we'll just send you another one and you can keep the damaged copy. :rolleyes:

inu028 · Jul 6, 2014

Bruisermoore said:
For me, after I complained that my return shipping costs to them with tracking and insurance (yes, they request you do this ) would be $15 from 'merica, and their 15% would only cover $2.50 of that, they finally said they would just send me another one and I could keep the dented one. Less than an hour later I received the shipment notice.

They basically just hope people at some point are satisfied with an offer they throw at them and if not, they will eventually give a refund or replacement. It's happened to me twice now and it's been the same exact copy and pasted messages from them to me every time and the same offers, 15% refund, then a replacement IF you pay return shipping (minus 15%), then finally, ok, we'll just send you another one and you can keep the damaged copy.

But in my case Toy Story in out of stock (acording to them) so they can't provide me with a replacement. :/

Bruisermoore · Jul 6, 2014

inu028 said:
But in my case Toy Story in out of stock (acording to them) so they can't provide me with a replacement. :/

Yeah, that really sucks it's OOS, but a refund would still be better than paying for a damaged steel. You miss out on the steel but maybe you can take the refund and find one on eBay or something for not too much more than the Zavvi price. :shrug:

themanfromunkle · Jul 6, 2014

Bruisermoore said:
Yeah, that really sucks it's OOS, but a refund would still be better than paying for a damaged steel. You miss out on the steel but maybe you can take the refund and find one on eBay or something for not too much more than the Zavvi price. :shrug:

best to get a full refund & then look on the trades-people on here are really good at sending steels out in top condition. If Zavvi were a us retailer I really wouldn't feel happy about receiving items in a cardboard envelope accross the oceans.. :angry:

jaws finatic · Jul 6, 2014

is packaging any better if you buy more than one steel from zavvi?

H11 · Jul 6, 2014

jaws finatic said:
is packaging any better if you buy more than one steel from zavvi?

They ship your orders separately even if you order more than one. So packaging is still the same.

Travis Bickle · Jul 6, 2014

The only way that things will change with Zavvi is if no one accepts partial refunds. By accepting a partial refund you are sort of saying it's ok to have a damaged item as long as it's a bit cheaper. This is wrong if everyone demands a full refund Zavvi will end up with all the damaged steels & no money.
People should not accept partial refunds. By law you are buying as 'new' if the item is received damaged they have to give a full refund or replacement I'm sure this is covered by the Distance selling regulations. By offering partial refunds they are getting away with it & will not change the packaging. If every single person has to be given a full refund or a replacement they will soon rethink the packaging.
I know it's difficult for overseas customers but until the partial refunds stop the poor A1 mailers will stay.

dfoles · Jul 6, 2014

JackRegan said:
Was your region-free player chipped or hacked? sometimes if they are hacked they forget, and sometimes they forget selectively.

Failing that, and if you're certain the players are all fault/tantrum free (for instance, I have amongst the collection of paraphernalia a Region B (unlockable) Panasonic DVD player that sometimes refuses to play fault-free Region B disc, oher times, or if you persist, it will play them), then it look like a dodgy pressing - rare, but not impossible.

It is a hacked one, and I was wondering if it was truly taking the code settings, but I did each one like 3 times.

So the blu-ray player I got my gf is all regions, when you turn it on, you hold down 1, 2, or 3 to set the region A, B, or C. It worked on all of them here.

I have no idea. I wonder if it's the brand, as my players are both Sony, and hers is LG.

psychoscot · Jul 6, 2014

Travis Bickle said:
The only way that things will change with Zavvi is if no one accepts partial refunds. By accepting a partial refund you are sort of saying it's ok to have a damaged item as long as it's a bit cheaper. This is wrong if everyone demands a full refund Zavvi will end up with all the damaged steels & no money.
People should not accept partial refunds. By law you are buying as 'new' if the item is received damaged they have to give a full refund or replacement I'm sure this is covered by the Distance selling regulations. By offering partial refunds they are getting away with it & will not change the packaging. If every single person has to be given a full refund or a replacement they will soon rethink the packaging.
I know it's difficult for overseas customers but until the partial refunds stop the poor A1 mailers will stay.

Unfortunately looking at some of their new release threads, people's addiction takes over from sense. Personally they are dead to me till they sort out their packaging, but we seem to be in a minority.

It's no big loss either as most of the new steels I want are international anyway so I'm not loosing out on many.

blmd2008 · Jul 6, 2014

Every second steelbook I get from Zavvi is damaged. More than frustrating.

Lollard2002 · Jul 6, 2014

I've had 20 steelbooks from them this year, two were damaged.

JackRegan · Jul 6, 2014

dfoles said:
It is a hacked one, and I was wondering if it was truly taking the code settings, but I did each one like 3 times.

So the blu-ray player I got my gf is all regions, when you turn it on, you hold down 1, 2, or 3 to set the region A, B, or C. It worked on all of them here.

I have no idea. I wonder if it's the brand, as my players are both Sony, and hers is LG.

Don't know about Sony Blu Ray players - mine are Panasonic like the new TVs - but I do know (some) recent Sony DVD players and Recorders (still have one of the latter) are a bit weird when hacked, and when they're left plugged in on stand by and they update (which they do regularly in the UK) they more often than not scramble the hack.

Sometimes Panasonic Blu Ray Players do the same thing.

Best I can suggest is to try to re-hack one of your players (i.e. take it back to factory settings and then hack it) and then try the disc again - just in case.

dfoles · Jul 6, 2014

My Sony's are stock non-hacked Region A, my gf's LG is the hacked one.

Pushing Tin · Jul 7, 2014

Bruisermoore said:
For me, after I complained that my return shipping costs to them with tracking and insurance (yes, they request you do this ) would be $15 from 'merica, and their 15% would only cover $2.50 of that, they finally said they would just send me another one and I could keep the dented one. Less than an hour later I received the shipment notice.

They basically just hope people at some point are satisfied with an offer they throw at them and if not, they will eventually give a refund or replacement. It's happened to me twice now and it's been the same exact copy and pasted messages from them to me every time and the same offers, 15% refund, then a replacement IF you pay return shipping (minus 15%), then finally, ok, we'll just send you another one and you can keep the damaged copy.

Looks like they have improved their customer service considerably. After the standard 15% refund offer I was expecting a long discussion, many mails telling me it doesn't work etc., but in the second mail today they agreed to replace the dented steel and I even may keep the first one!

:thanks:

Zavvi, smooth and easy, just as I expect a good customer service!

Zavvi - Retailer chat [Europe]

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