defected dvd

J

jamie2k

Active Member
I was so excited when I recevied my new 8 dvds last week(also pre ordered all 4 new dvds).
I did KPC and what a great workout!!
But next day when I was all ready for Imax2 and was into about 10 minutes into workout, dvd started giving me problems. It froze for a second and jumped to next segment and that happened twice before interval 3.

I called customer service but was told I had to contact them online via email since I ordered online.
I sent email on Fraiday morning but no response yet!! Now it's Monday afternoon and no response.

Am I being impatient? I was expecting faster response and service than this but is it norm? or am I just overreacting a little?

Did any of you out there have problem similar to this?
Any comments would be appreciated.

Christie:9
 
Cathe/SNM Customer Service strives to respond within 24 hours. I'll bet they've had an influx of calls and emails since the presale. A lot of people ordered add-ons and have probably begun receiving them.

My personal experience with C.S. was favorable but I think I contacted them "before the wave" since I received my order 2 business days after ordering.

Be persistent. Good luck.

~ Kim

"Welcome the challenge...Embrace it...Don't fear it." -Cathe Friedrich
 
I'm new to cathe so I don't have an answer for you.

I think they are just overwhelmed. You're not over reacting. You're just excited about your workouts and that's allowed.

I've had great responses from Nancy within a day or so so I'm sure you'll hear something soon.

I recently bought 6 dvds some of which I haven't watched all the way through or even done yet. Perhaps I should at least preview them all the way through. I hope mine are okay as I've had them for a month now....

Enjoy your new workouts. They are killing me but I'm loving them!
 
Christie, everyone's right -- Nancy, in particular, in customer service at SNM is really great, and I'm sure they've just been swamped with the presale.

I do know that one of the first things they'll ask you to do is to check the disc on another DVD player, so that you and they can see whether it's the DVD or the DVD player that's the problem. While you're waiting to hear from SNM you might want to give that a try, and I hope it helps! :)

http://www.click-smilies.de/sammlung0304/sport/sport-smiley-003.gif Kathy S. http://www.click-smilies.de/sammlung0304/sport/sport-smiley-001.gif
 
I ordered the same disk and I had the same problem. They told me to use a "cleaning disk" in my dvd player and it worked. They also suggested using windex and a clean,soft towel on the disk going from the center of the disk to the edges because a circular motion could scratch it. I actually did that first and it didn't make much of a difference. Try the Laser Lens cleaner(cleaning disk). It's only about 6 dollars and I'm sure it couldn't hurt to clean the player every now and then.
carolyn
 
Thank you everyone for your replies.
Carolyn, I think I'll definitely try cleaning disk and see if that helps.
As you all know, we can get little "crazy" about cathe's workout.:)
I will also try to preview all dvds I received just to make sure.
I hope I'll hear from them by tomorrow.


Thanks again.

Christie

;)
 
Just wanted to add that my Imax2/C&W DVD was also defective. My Imax2 played fine but the C & W freezes and sticks from the get go. Nancy was very quick with a response though.

Good Luck,
Mary
 
I had the exact same problem. C&W kept freezing but IMAX2 worked just fine. Like I said before, all I did was run the lens cleaner for the player and it worked like a charm after that. In fact, I tested it yesterday and did the workout. No skips!
carolyn
 
RE: defective dvd

I did get email from Nancy the next day.
She said she sent an email on the same day I emailed her but for some reason I did not receive it.
Anyway, Nancy was very helpful and fast on replies and she is sending me a new dvd.
Thank you all for your help and replies.
It's good to know that I can count on this forum when I need help FAST!!

Take care

Christie:eek:
 
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