I don't want to have to wait indefinitely while the disc is replaced. I'll just buy from a company whose discs I know are going to play (see my screen name).

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1) I'm the one who's corresponding with people on boards and in emails about this, so I'm the one who would be most familiar with the consumers.
2) Believe it or not, sending them to me ensures that everything that makes it to me will get exchanged.

I'm not saying that you didn't put Attn: Tricia, but I do know that there's another person who is upset because his disc didn't get to me. When I asked him if he put Attn: Tricia, he said no. I'm sorry, but EA is a pretty high-volume company for the size of shipping department. If discs came in without an Attention or an RA#, the shipping department wouldn't know who to give it to, and there's a chance they'd get misplaced before they got to me, vs. if it's addressed to me, it goes directly to my desk.

Unfortunately, I've been spending a lot of time out of LA, so there's been a couple of exchanges that have taken a couple of weeks in-house. However, at this time, I have no discs in my possession at the offices that I haven't exchanged yet.

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I send them exactly to this adress you gave me:

EA Productions
Attn: Tricia
14141 Covello ST. 8C
Van Nuys, CA 91405

I understand that it could take longer to replace them, but it would be great to hear that they arrived. You also must understand my point of view, cause the discs cost me about $200 and I wouldn't have paid this for nothing.

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Have you (or anyone else) heard of any problems with True Anal Stories 5? As you know, it was recently released on DVD and my copy does not play the Laura Angel scene. The scene just freezes.

Can I contact you via e-mail to coordinate an exchange?

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I have about 30 EA discs on my buy-list, but I think I will never buy anything from EA again.

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I understand your frustration, but it is very difficult for us to be able to do exchanges when the discs don't actually make it to us.

I understand that you are missing 7 discs. At the moment, Evil Angel has replaced over 2000 discs from the affected titles, and we still have more coming in.

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I understand your point also, but if EA has exchanged about 2000 discs is it a big deal for you to exchange 7 more.
I can send you a phote of the boxes if it helps you to prove that the discs are in my possession.

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Im from Peru South America, i have lots of discs from Evil Angel, im checking now the discs labeled DDVD, some are working, some are unreadables. Can you replace all the dvds labeled DDVD? i know theyre still working but who knows..Can you replace discs to my country?
Any knows if Anabolic-Diabolic are replacing discs too?
Thank you by all Tricia. I love you.

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User friendly is what Fivestar is doing: If you have problems with playing a disc, they replace them with a new copy and you musn't return anything. But that doesn't help you if the disc is older.

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Otherwise, anyone could just email and ask for dozens of discs without any proof of ownership.

Personally, as the originator of this thread and who has had discs replaced by EA, I think they have provided an exceptionally good service. They didn't have to do anything, so I am grateful for the replacements.

As with any returns system that involves the postal system, you are always risking a lost package.

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As I've already said numerous times in both this thread and in personal emails - I understand that you are frustrated. I would be too. But I think it is very unfair of you to try to compare this situation to FiveStar or any other direct-to-consumer retailer. A store has a record that you purchased the title with them. A distribution company such as Evil Angel has no record of individual consumers buying DVDs. Therefore, it is an impossible situation for us to set a precedent of taking people's word that they returned discs to us.
I'm not speaking about you at all in this next example, but in a hypothetical example, someone could have 2 now-defective discs from Evil Angel. They could read through this thread, find out the names of some (for example, lets say 3 additional) titles that were done through the faulty replication company, and email me saying they wanted to exchange FIVE discs that are now defective. Two weeks later, they email me asking if I ever received the package (that they never sent). I say no, I didn't. After a couple emails back and forth, they pitch a fit saying they are now down five discs and demand that I send exchanges for all five discs. If that situation happened once, would it kill Evil Angel? No. But if happened many times, it would simply be as unfair to us as if the person had actually had FIVE discs lost in the mail with nothing being received on their end.

So, DVD_Freak, you offered to take digital pictures of your covers. In an email, I said great - do that, and I'll get your exchanges out right away. Believe me, I want to get this resolved as badly as you do. I thank you for coming up with a solution that will work for both you and Evil Angel - there are no additional costs on your end, and Evil Angel does not need to establish a precedent of sending out discs as exchanges for something we did not receive.
I know that you're thinking of your situation here, but please try to make a small attempt of putting yourself in my shoes. I think I have done EVERYTHING possible over my years at Evil Angel, in multiple situations, to prove that Evil Angel is one of the MOST customer service-oriented distribution companies in the adult business. When new situations come up, just like anything else, we need to establish protocols, and sometimes after the fact, we need to make adjustments to those protocol policies. But all in all, to say that we don't care about the customers, I think is VERY unfair.
We got fucked over by a replication company that went bankrupt, and we are accepting the burden of making things right for OUR customers.

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It actually got posted after I started by most recent reply, but I got distracted by multiple phone calls before I could finish my reply.

Anyway, thanks for basically saying what I wanted to say much better than I did.

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Jacco

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Out of interest, are you receiving DDVD disc returns through any of the retailers (e.g. Fivestar, Lasers Edge etc etc) or are they all direct from fans? I wonder if the online stores are aware of this particular batch fault. Since I bought my EA discs from LE and others, strictly speaking I could have sent them back to the store and got them to sort it out.

Maybe fans should do that instead, and have the retailers arrange the replacements. That would cut down the admin hassle for EA, as they'd only need to replace a smaller number of (large) batches at a time.

Edited by - timotei on 1/26/2005 4:47:36 PM

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jacco - yes, of course you can return defectives. Please email me and let me know who your Evil Angel salesperson is so I can help both of you with this. Thank you for taking care of your customers so well!

timotei - yes, we encourage retailers to call us if they run across any defectives so that we can set up RA#s for them. I don't mind doing direct exchanges for consumers as long as they are understanding about the situation.

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Evil Angel is the only one who has done anything and Tricia just takes abuse for it. I understand that the problem is frustrating. I've probably had to exchange as many Evil Angel titles for replacement as anyone. I realize that the process can be a pain. But the process is a fair one.

I also know from personal experience how much Tricia has bent over backward trying to make things right for people who have had extraordinary problems.

Rather than getting a lot of shit from people on this topic, Tricia should be getting thanks for all that she has done.

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If all companies where like that we wouldn't have a pile of hundreds of defective DVD's lying around, which we replaced at our cost for our customers. And we are surely not the only retailer with that problem.

(and now to find the EA ones in those boxes)

Jacco

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Tricia was gracious enough to respond to my post about Rocco's TAS #5 and we arranged an exchange protocol.

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Thanks for your long remarks, as I said before I understand your points also and yes, maybe you're right, I was a little bit unfair, cause - don't know why - I didn't get the email you mentioned. Sorry for that. I will take some pictures of the covers and send them to you soon.

Sorry again. Maybe this will take a good end...

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Pastrolux - got your emails.

Howie - email me again please.

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Edited by - howie on 2/23/2005 11:09:52 AM

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i was just searching the forum randomly when i found this interesting thread. So i checked all my Evil Angel titles and unfortunately i must tell you, that i found 5 discs with the mentioned defect (they also have the 'DDVD' ID Code). These are "Ass Worship 1+2", "Flesh Hunter 2" and "Lex The Impaler 1+2" (my favourite Jules Jordan/Shyla Stylez films ). I've tried them on 4 different players but none of them couldn't even read the disc.

So the question is: Is it still possible to get replacements for those defective discs?

JJFreek

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Some here are suggesting that dvd rot is a common problem with all adult dvd companies. That is complete Bull Sh*T!!!! I own about 1,700 adult titles and 99% of my problems have been with Evil Angel titles. The other dirty rotten scoundrel is Adam & Eve. I have never experienced a problem with Elegant Angel, RLD, Devil Films, Evasive Angle, Lethal Hardcore, West Coast Prod, Anabolic / Diabolic, VCA, Platinum X, et al...

I became aware that I was sitting on a time bomb in March 04. Its been about 9 months since I watched an Evil Angel title and in the back of my mind I fear that I may have a new set of problems. I thought I was the consumer I don't recall enlisting to play quality control officer for Evil Angel.

Below is an email I sent to Tricia about three weeks ago, her new tactic is to ignore my email, in the past she would say they were waiting for a new shipment form the duplicator:

It has now been 16 months, and Evil Angel has yet to make good on its defective dvds.

The agreement you made with me was that you would send me 12 alternate dvds as a concession and as soon as you received new copies of the defective dvds from your duplicator you would also replace the original titles. Replacing my original twelve dvds is the part of the agreement you have not fulfilled and in retrospect it seems you had no intention of fulfilling

The twelve dvds you did not replace were dvds I purchased of movies I had an informed opinion about and decide to buy for my collection. The Twelve alternative dvds were movies
I selected of directors I liked, but never would have purchased. So to me they do not carry the same value! The Alternate titles were also selected with the knowledge that the original twelve dvds would be replaced and that it wasn't just a tactic by Evil Angel to silence me.

Reading ADT's tech section over the last few weeks and I now see that Evil Angel's dvd problem has a name, Disc Rot, and it seems to plague mostly Evil Angel and Vivid dvds. In my case I don't have to worry about Vivid I don't own their movies.

To add insult to injury one of the twelve alternate dvds was received with Disc Rot. Which suggest that Evil Angel may not be taken this problem seriously. But you've
given me that indication over the last 16 months. As I stated to you back in March 2004 my preference was for Evil Angel to strike a deal with an Internet vendor so I could
choose my dvds from a different more reliable company. I have not had one problem with Anabolic, Evasive Angles, West Coast Prod, VCA.... all of my dvd problems are
with Evil Angel

In July of 2004 you informed me that you and your daughter were visiting John in Vegas and that you had "not received the new copies from the duplicator, unable to do anything in Vegas will contact you upon my return to California."
You never contacted me I contacted you again In August of 2004 and you gave me the same story, In September of 2004 you gave me the same story, "we still have not received all of the dvds to replace your defective dvds". In October of 2004 you gave me the same story but as I suspected in July you had no intention of replacing my twelve dvds. Any company that needs 4 months to correct a quality problem
doesn't last very long. Any company that need 16 months to correct a quality problem makes me wonder if I'm dealing with Enron. Any company that continues to sell defective disc with the knowledge that the disc have a high probability of being defective, take your pick, World Com, Author Anderson, Extreme Associates...

Thanks for the very unpleasant experience

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Pornologist...
You're not going to win friends and influence people trying to tear Tricia Devereaux a new asswhole here on ADT!

Tricia is loved and respected here.
Tricia and Evil Angel have bent over backwards to make good on this issue of disk rot.

Your criticism that EA should have done a recall is ludicrous. Neither Tricia or EA have any way to know who you are unless you purchased directly from them. The products in question typically don't show problems until many months, if not years, down the road, and have long since sold-through most distributors and stroke shops.

Here's an interesting article that fairly presents many of the issues involved with "DVD rot":
DVD Rot, or Not?

The fact that the above article, and many others, are being published in PC World and similar mainstream forums kind of shoots to Hell that this is some kind of "all of my dvd problems are with Evil Angel" issue.

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This thread was started on Oct. 3, 04, its been replied to 90 times and read 2100 times this suggest that are some concerns with Evil Angels dvd's.

Bigboxxx do you work for Evil Angels?
The link you posted suggest that 10% of most mass produced dvds suffer from some form of disc rot if not properly cared for, my disc are all in mint condition. Second Evil Angels dvd's are not at a 10% disc rot but are at a 40% defective rate.

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This could have happened to any studio, and was just bad luck that EA happened to use that replicator. That's why there hasn't been threads about other company's discs. Although I must say that I have had discs from Anabolic that have now gone bad and are now unreadable, I just haven't bothered to find out whether they would replace them.

As has been discussed much earlier in this long thread, the idea of a recall is just not possible. A studio like EA does not have records of who the discs are bought by, since they are sold via online stores.

Reading this thread will show that a good number of customers have had their defective discs replaced at no charge by EA, with polite and customer-friendly service.

I would suggest asking nicely if EA can replace defective discs at some convenient moment, and accept that hard-working people like Tricia are not sitting around with nothing to do but exchange discs.

I suspect many other companies would just say "tough luck" and not bother to exchange, or they would punt the problem and tell you to contact your store. Sorting the problem out themselves, at their own expense, is why EA have such a good reputation among people here.

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For clarification, when I suggested that Evil Angels should have recalled any dvds they had reasons to believe had a high probability of being defective. By recall, I mean Evil Angel should have takens steps to pull dvd with a high probability of being defective off the shelf of their vendors or at the very least their distributors that they suspected of being defective. I'm not suggesting that they should have tried to recall dvd from individuals buyers.

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To make matters worse, Evil Angel has always used multiple replicators for DVD's. So even if they knew what store actually had discs in stock (which they didn't), they wouldn't know what store had discs from what vendor.

Swapping out problem discs when someone told them about the problem is really the only realistic way that EA can handle this problem.

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As far as your specific situation... We did make an agreement that I would exchange your discs for alternates. I also agreed as an afterthought to send you the exchanges for your original discs WHEN WE HAD THEM ALL as good copies in our warehouses.
Unbelievable or not, we are still missing one of your titles. We had ordered all of the DVDs to be redone at new replication plants. A few of the DVDs coincidentally had bad masters (not DVD masters but DLT masters) OR NO masters because in the meantime a couple of them had been sent to a different replication plant that itself ended up going bankrupt, and we never got our DLT masters back.

A couple of those titles slipped through the cracks, and it was actually a couple of emails - 1 from you a little over a month ago and 1 from someone else right before that alerted us about the remaining few titles.

So we were able to find a working copy of a couple of them and work off of those copies for 2 of them, and for the last one, we had to COMPLETELY redo the DVD at our cost. BECAUSE the original replication plant that made all these faulty DVDs went bankrupt way over a year ago. Must be really nice to be able to dodge the blame so easily.

Anyway - your final title is not in yet, and when it is, you will receive your DVDs. Even BEFORE we made the original agreement at all, you were by far the most difficult person I have had to deal with in this situation. There were other people who agreed to take alternates as THEIR ONLY replacements. Because you were one of the first people that contacted me, you actually got one of the BEST and perhaps overly fair replacement deals. I actually emailed a few of my friends who do customer service / PR-related jobs to ask them if I was completely off the mark with what I was doing for the other people. None of them thought I was, and they all thought that what Evil Angel was doing was about all that could be asked of a company of our size.

I understand that the time span was a lot longer than anyone could have ever expected, and I do indeed apologize for that. Other than that, I will finish with saying that when the other DVD comes in, you will receive the final portion of the exchange. I still have ALL of our emails, and that is the only promise that was made - which was indeed after you had originally agreed to receive just the alternates.

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Edited by - pornologist on 1/29/2006 2:35:54 PM

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"7-19-05 Got my 52 replacement DVD's last Saturday and played them all last night. Nudes a Poppin' 11 is still defective and won't play. I keep getting the "13.00 Disk is dirty" message. When I looked at the hub it says DDVD! You sent me back a defective disc!

In addition, I have another DDVD disc called Buttman's Bend Over Babes 5 I would also like changed.

May I return the 2 defective DVDD disc for exchange?

Buy Buy"

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buy buy,
Please e-mail me regarding this post. You can do this by clicking on the envelope in one of my posts in this thread
Thanks
Bill

Edited by - Bill on 7/21/2005 9:52:08 PM

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