Upset Consumer... Lost in a Matrix
This article is written to help create an awareness in consumers.
About two weeks ago, I watched a half-hour infomercial for Warner Brothers “The Ultimate Matrix Collectors Edition” DVD package. The package consists of 10 DVDs, the three movie screenplays, and an outline booklet packed inside the DVD case box. I jumped on it, as I am a great Matrix fan, an independent film-maker and (quality!) SF buff. So, I dialed the number and placed my order.
As I was ordering, the salesperson told me of several “special offers”. The first was an upgrade of the Matrix Collection to Limited Edition Collectors Set, consisting of the 10 DVDs in a “floating crystal holo-case”, a bust of the hero, “Neo” (Keanu Reeves) and another “special edition book”. For the few bucks more, I told him I’d definitely take the special limited edition upgrade. The second offer was for George Lucas’ Director’s Cut of THX-1138, which also included his original film school senior year project version. Yep… ordered that one, too. Third was the Director’s Cut of one of my all-time favorite SF flicks, “Blade Runner”. I happily ordered that puppy, also.
I eagerly awaited the shipment, which arrived about ten days later. I was disappointed to find only the “standard” Matrix DVD set, plus the other two DVDs I had ordered. I called the customer service line, during the correct PST business hours, four times, to an answering machine which assured me that a customer service rep would get back to me "as soon as possible". I left my name, telephone number and invoice number, carefully explaining what had happened with my order. No call-backs at all. I was charged (on my bank card) the higher price for the limited edition collector's set, and they did NOT send me what I ordered.
So… I feel I should let you fans know: IF your order gets screwed up, you just may not be able to get it corrected to your satisfaction. I guess Warner Brothers, like so many other businesses these days, just doesn’t care…
Hanley “Doc” Harding
UPDATE, as of 12-23-04...
Well, just in time for Christmas disappointment, after leaving 4 unanswered phone calls, I finally DID get a callback from Warner Brothers customer (dis)service. The representative told me to send back the standard set of Matrix DVDs and I would be sent the deluxe Limited Collector's Edition, which the invoice clearly showed I had paid for. I will keep you all apprised of the ongoing situation.
By the way... I looked at a couple of the DVDs... it IS an awesome collector's set. There is a helluva lotta behind-the-scenes material and even the entire "Animatrix" anime series. I must say -- though I am NOT a professional critic -- the ending of the "Matrix Revolutions" was rather disappointing to me. Blame the Wachowski Brothers for that one, NOT warner Brothers. However, overall, I found the Matrix Trilogy truly awesome, both as story AND cinematic production.
Since I do not expect any more from Warner Brothers until well AFTER January first... you all have a very Happy New Year!
Update February 1st:
Called Warner Brothers, yet again... they couldn't find receipt of the returned goods. Luckily, I had Post Office tracking number and found out, on the web, WB had gotten the package -- nearly three weeks ago! They promised to immediately ship out the corrected order. Once again... we shall see...! Exasperation runs amok!!!
Update February 9th:
FINALLY... received the correct order from Warner Brothers. AND... it only took them 2 months to get it right!
The Acrylic boxed set, with Neo's likeness rising up from a snake's nest of cabling, is really great!
End of article. All the best to my readers.