BBC Worldwide have issued an update on how to receive replacements for faulty discs issued with the recently released Doctor Who: The Collection Season Twelve collection.
The Beeb will be issuing replacements for the errors on Disc 3 (The Sontaran Experiment) and Disc 5 (Revenge of the Cybermen) in the Doctor Who: The Collection Season 12 Blu-ray release.
“In order to obtain a replacement, please email your name and address and proof of purchase to the appropriate DVD Support line in the form of a receipt from the retailer. If you do not have a receipt from the retailer, then please email a picture of the product with your full name and postal address in view in the picture. This is for fraud prevention reasons.
If you have the UK version, please email DVDSupport@bbc.com.
If you have the US version, Region A replacements, please email DVDSupport.NA@bbc.com directly.
If you have the Australian version and are based in Australia, please email ConsumerCare@roadshow.com.au directly.
The estimated time frame for the replacement to be available is 2-3 weeks.
Please allow some time for the replacement disc to reach you.
We have a high volume of emails and customers to deal with, please bear with us.
Replacement requests and proof of purchase emails should only be sent to these email addresses and not the DVD Enquiry line.
If you have sent your proof of purchase already we will not respond to your email unless there is an issue with your proof. Please await the replacements as outlined above.
Please be assured that we have logged every proof and will get around to replacing all customers discs.”
Following an administrative error, some customers were also issued with an incorrect replacement of Revenge of the Cyberman. The BBC have also apologised for the error:
“If you have received the incorrect Disc 5, we will re-send it when available please re-email the DVD Support line only once with your postal address only. You do not need to resend your proof of purchase.”
Doctor Who: The Collection continues with Season 19 which is available to pre-order now for release on the 19th November for £44.99 from Amazon.