DISC ISSUES - PLEASE READ ***CAREFULLY***

I hope this Q/A is useful. I'll continually update it.

Superman The Movie 4 disc set in all countries. The 2.0 track is the 2001 audio, not the original 1978 audio track. The disc IS NOT defective, so if you do not care about the 1978 audio then don't bother calling Warner Bros. customer services.

Q. I’ve bought the Ultimate Collection/ Christopher Reeve Collection/ standalone 4 disc set -- does this affect me?

A. Yes, all versions are affected if you require the original theatrical audio in English. The German/French track is the original audio. If you do care about the original audio then don't bother calling Warners, the disc IS NOT defective. I hope you do exchange it because original soundtracks are important in terms of film preservation.

Q. Are there any other problems?

A. No, and if the original audio doesn’t bother you then you don’t have to send it back. The disc IS NOT defective.

Q. What are the differences between the Dolby Digital 5.1 and the original audio track?

A. Click here to sample the differences from two key scenes.

Q. Who do I contact?

A. If you’ve bought the Region ONE set and live in America/Canada then call 800-553-6937

Other alternatives:

you can email your details, remember to include the UPC which is located somewhere on your DVD BOXSET.

warner@unigistix.com

You will not get a confirmation, but a few weeks later you should receieve the discs from this address:

Matrix
5420 North Service Rd
Burlington on Canada
L7L 6C7

My R1 discs arrived about 3 weeks after emailing them.

The independent marketing firm contracted by Warner Home Video to handle the replacement program is "Inside 12x12" located in Oxnard, CA. Anyone having problems getting their replacement discs might want to try to contact them directly at (805) 973-1300, extension 1333.

Q. I imported the Region ONE set, am I covered?

A. Yes. Here's Kieran Bolton's experience from the U.K.:

I am one of those unfortunate souls in the UK who had pre-ordered a region 1 copy of the Superman Ultimate Collection DVD from Amazon.com, which shipped today (1/12/06). I am sure it is a defective set, as the corrected sets are not available yet – at least to my knowledge.

Taking matters into my own hands, I phoned the telephone number that has been given for replacements, using the international pre fix 00. I also went and signed up to 1899.com, so the rate I pay is only 1p per minute to the U.S. (useful if you are on hold!)

So, the number I rang is as follows. (Remember: you MUST be signed up to 1899.com first - or indeed any other reputable cheap rate company, unless you really want to pay top whack international call rates!)

Any way, the number is as follows:

00-1-800-553-6937. or, in my case: 1899-00-1-800-553-6937.

Anyway, to the point! I was on hold for only 5 minutes, which amazed me; I expected to be on hold for at least 15-20. When I was finally seen to, the very polite gentleman at the other end asked me to provide the following:

Name

Address

Phone number (including 44 for the international prefix for the UK)

Email address

Where I had purchased the DVD

UPC code – which is 012569819122.

The actual conversation lasted about five minutes. Please be patient and talk slowly. What with the background noise of the WHV call centre and delay, I had to repeat myself and spell things out to avoid errors.

You will also be issued with a confirmation code. This is to use in case of problems e.g. - I was informed that if I do not receive the envelope within the allotted time, I should call them again and quote my confirmation code, and WHV ship another envelope ASAP.

As it stands right now, WHV are sending me an envelope in which to return the defective DVD’s within 7-10 days! Great stuff! Therefore, the second I get my set delivered in the post, I will be ready to go!

and he received the disc:

Hi Dharmesh, a very quick e mail to let people know to keep the faith regarding the Superman disc replacement program for us Brits who bought the region 1 ultimate set.

This morning at 9.45, I received a package from WHV, via U.S. postal service - priority international mail. I opened it up to expect the return carton. No! I GOT THE DISCS! So, I now have no need to send back the mispressed discs at all!

They were packaged as others have described, in a sturdy white cardboard wallet, housing the correct discs in archive paper quality CD slip-cases. I checked the discs - scratch free, correct 2.0 audio on Superman The Movie and the correct deluxe version of Superman III - The artwork on the discs is exact, so no worries there!

I'm amazed I actually got the package: my home address on the cardboard mailer is quite incorrect - but the main bits of my address were there! Phew!

To say I'm happy is an understatement. My faith in WHV has been totally restored. A happy ending here! I hope it's the same for others!

Go Forward!

Q. I called them but I didn't receive anything, what do I do:

A. Call them again; here's Randal's experience::

I purchased the Region 1 14-disc set the day it was released (11/28). I called Warner Bros. on that day and gave them my information. As of today, I had still not received the pre-paid envelope so I called them again. The lady I spoke with couldn't locate me in the system. She apologized and took my information again. Hopefully I won't get lost in the system this time. I just wanted to let everyone know that if it's been a while since you called in and you haven't received your envelope, you may want to call again and check on your status. You may have been dropped through the cracks like me!

Q. I bought the U.K. version, is there an exchange programme?

A. Even though the original audio was not advertised here, Warners UK have announced an exchange programme. Here's the press release.
Thanks to Claire in publicity.

Q. Will the corrected discs appear in store eventually?

A. Yes, region 1 corrected sets are now filtering into stores. Here's Mike Calcina:

I bought the box set on Jan. 15, 2007, at Best Buy and Warners has apparently replaced the incomplete discs in later shipments. In my set, "Superman: The Movie" on disc 1 has the Dolby 2.0 mix and "Superman III" on disc 8 has the new supplemental material.

Q. What about other Regions?

A. Warners in Australia are NOT issuing replacements. Other regions, check with your DVD suppliers.

Q. I bought Superman The Movie on HD-DVD, is it affected?

A. High Def versions are not affected; they only have the 5.1 track.

The Superman II disc 2 - Region ONE, Region TWO JAPAN and Region THREE: The vintage making of documentary runs slow. It sounds like they used an NTSC master, which presumably they thought was PAL, and slowed it down to compensate for PAL's 4% speed increase. No replacements are planned.

Nathan:

To compare the pitch difference from the region 1 DVD to the original audio from the broadcast special, here is a sample interview of Christopher Reeve discussing the differences between "Superman: The Movie" and "Superman II". The region 1 DVD is first, followed by the correct audio from the broadcast special.

Click Here to sample the difference in pitch.

The Superman III Deluxe Edition disc features new artwork but the contents are the same as the 2001 disc. It only contains the movie and theatrical trailer and not the rest of the extras.

Q. Who does this affect?

A. Customers who bought the Region ONE Ultimate Collector’s Set. The Christopher Reeve collection and standalones are unaffected.

Q. I haven't received the replacement, what do I do?

A. Don't fret, give them a call, see above.

Q. I’ve got Region x it doesn’t affect me?

A. Unlikely, but check to be 101% sure.

Q. I imported the Region ONE set, am I covered?

A. Yes, check above for the phone number and email address.

Big thanks to Warner Bros. for their swift acknowledge.