If you bought Set Two DVDs or videotapes from anywhere but the A&E website, send the discs or the tapes themselves (do not send the packaging/boxes) to:
A&E Returns Department
327 Holly Court
Williston, VT 05495-7246
They will mail you replacements. Customers who bought from the A&E website will automatically be sent replacement product. Details below!
JUNE 11th 2001 UPDATE: Be sure to check the discs that A&E has returned to you! I have received two reports from people who were sent back defective discs instead of the fixed ones they should have gotten. Use the time stamps shown below to "test" the discs they send you.
JUNE 29th 2001 UPDATE: Several more reports have come in of getting back faulty product. A&E has now admitted that they screwed-up and accidentally sent out "bad" DVDs and tapes when they should have been sending out the re-mastered ones. (Gee, do you think that maybe they should have LABELED the new ones?) I can't predict what willhappen when you send your bad ones in, but keep doing it - you need to get the corrected product!
People often ask if it is "safe" now to buy Set Two in stores and on-line. I tell them - as there was no general recall of existing stock, there will ALWAYS be the possibility of getting a bad Set Two. But DON'T let that fact make you put off buying them. Get them NOW and exchange them (if they are bad). You don't know how long they will be available!
SEND PACKAGING BACK OR NOT? - The official position from A&E is that the faulty material should be sent back *with* the outer packaging (box). After all, you will be sent back the complete sealed package in return and you don't need an extra box sleeve.
But, I have also been told (on very good authority) that they WILL take exchanges with just the discs or tapes themselves. After all, aren't you going to have to go to greater expense if you have to ship the entire package (box) when you could easily slip DVDs in a sturdy mailer for far less money?? So when it comes to the DVDs, it makes sense to me to just send the discs back. Tapes, on the other hand, are far more bulky and it won't make much difference if you ship the outer box back too. But, I'll leave the final decision up to you with what you wish to do.
This is the final update on
replacements for those who have encountered and are affected by
the audio distortion found on THE PRISONER Set 2, specifically
"The Chimes of Big Ben" and "The General"
episodes. The following explains the replacement process
for those of you who purchased Set 2 directly through us here at
A&E, as well as for those who have purchased Set 2 from any
of the many retailers who carry A&E products.
Although the vast majority of people do not seem to be experiencing audio problems with our Prisoner videos or DVDs (only certain types of players are picking up the distortion), we are committed to providing all consumers, regardless of whether you purchased directly from A&E or not, with the best products possible. As previously indicated, the new replacements will begin shipping on February 16.
FOR THOSE WHO PURCHASED DIRECTLY FROM A&E: You will not need to do anything. Everyone who purchased The Prisoner Set 2 from us directly will AUTOMATICALLY be sent a replacement. It will not be necessary to return your original Set 2 to us. Replacements will begin to be sent February 16.
FOR THOSE WHO PURCHASED FROM RETAILERS OTHER THAN A&E: You should exchange your Set 2 directly through A&E. Replacements will be processed by our returns department upon receipt of your copy to be exchanged. Please send your affected copy of The Prisoner Set 2 (Set 2 only) to:
A&E Returns Department
327 Holly Ct.
Williston, VT 05495-7246
Thanks so much for your patience while we worked diligently to provide these improved copies of The Prisoner Set 2. If you should have any further questions regarding this, please feel free to call us at 1-888-423-1212
A&E Home Video
Customer Service Department
They are still sticking to their "only certain players" line. Only certain DVD and Video recorders? I'd like to meet the man who doesn't hear the audio problem! Or see a list of players that don't exhibit the noise! Everyone I know hears it!
Do yourself a favor, send them back in a sturdy mailer, not a paper envelope. They have to get them before they can replace them. You don't want them lost in the mail! Just send back the tapes or discs - not the boxes!
-Bruce Clark, American Coordinator, Six of One
When I was sent my sample A&E DVDs, I immediately noticed an audio problem on Set Two. Both "The General" and "The Chimes of Big Ben" have the strangest "echoing" effect on the soundtrack during certain scenes. It was also noticed by reviewers - some of them called it "flanging" or an effect that sounds like when you cup your hands over your ears and then move them away, repeating the process over and over. Some likened it to the sound of a jet passing overhead! I reported it to A&E and reported reviewer comments and my emails on the subject. My goal was to get them to replace them with new discs. It was eventually determined that A&E was supplied with defective source material to work with.
Most people notice the problem without it being pointed out to them. But here are some time marks if you would like to hear the effect at its absolute worst:
The General - 00:14:54 and 00:15:45 when No.6 is on the beach - listen to the background noise.
The GREAT news announced November 10th, 2000 is:
Six of One has convinced A&E that the SET TWO soundtrack is completely unacceptable!
A&E will offer replacement discs and tapes for the faulty Set Two DVDs. Plans are for consumers to mail back just the two discs (or tapes) to a fulfillment center (keeping the outer sleeves and box) and the replacements will be mailed back to you. Right now, the replacements are NOT ready yet so please be patient!
Further details will be announced here shortly. As soon as details about the recall process are available, they will be posted here! My sincere "thanks!" go out to A&E, who showed that they put the interest of the fans and the interest of doing the right thing ahead of profit.
November 30th, 2000 UPDATE: Here is the text of the Official Announcement from A&E. Exchange details (address to send product to) should be announced shortly.
Please accept our apologies for the audio problems you have experienced on two episodes ("The Chimes of Big Ben" and "The General") on The Prisoner Set 2 VHS and DVD. The materials our supplier delivered to us to make our products were supposed to be the best available --unfortunately, we subsequently found out that was not the case. Our supplier is currently locating the improved audio tracks. Once we receive them, we will manufacture improved-quality videos and DVDs for The Prisoner Set 2, and you may submit the product(s) you currently own for a replacement copy. Although the vast majority of people do not seem to be experiencing audio problems with our Prisoner videos or DVDs (only certain types of players are picking up the distortion), we are committed to providing our customers with the best products possible. We will provide more detailed information in the next few weeks as to when these replacements will be available for exchange and how to obtain a replacement. You will not need to have bought from A&E directly in order to get your Prisoner VHS or DVD Set 2 replaced. Many thanks for your patience. Please feel free to call us at 888-423-1212 with any questions.
I have heard that A&E operators are still telling people that they will only be replacing SET TWO product for people that bought from A&E.
THIS IS SIMPLY NOT TRUE.
Everyone in the USA/Canada will be able to get their discs and tapes replaced no matter where they were purchased. Those outside of the USA/Canada who own these faulty Set Two's will have to get a friend in the USA to do the swapping! A&E licensing FORBIDS them from shipping their product outside of the USA and Canada!! So if you are in Europe with a multi-standard DVD player and these Region 1 discs, better line up a USA friend to help...
e-mail Bruce Clark with any questions!
Latest details as of June 29th, 2001
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