Universal Exceeds Expectation with HD DVD

HD DVD is having a rough time of it in the media, but a problem some consumers have run into is discs that just won't play. It seems to be mostly HD DVD/DVD combo discs, and appears to be a slight film that doesn't come off the disc in manufacturing.

A copy of Smokin' Aces that I bought recently had this problem, so I contacted Universal to get a replacement. They offered to send me a postage-paid envelope to send back the disc ... just the disc ... and they'd mail a replacement.

In six to eight weeks. How annoying.

In a couple of days, I had my envelope and mailed off the bad disc. In just two weeks, I had a replacement in a brand new case! Now I have an extra case should I ever need it, and they beat their shipping estimates.

This is how you delight your customers ... by handling problems promptly and by exceeding expectations. It would have been great to have the disc work right the first time, but this was the next best thing. Universal is clearly embracing the format.

As for the movie ... Buy It.