From the Gallery

The Fine Art of DVD Recalls

We've been down this road before haven't we? As noted in the news, Viz has recalled volume two of Ranma: Martial Mayhem, from their latest Ranma DVD collection because of a subtitling error. This isn't the first Ranma DVD to be recalled, or even the second. It actually is the third one in as many years.

Recalls on anime DVDs have been a regular occurrence as they have gained popularity in the last few years. Actually, I tip my hat to those that acknowledge their mistakes and issue such recalls. These things don't happen as much as us consumers would like it to.

As I mentioned just now, a Ranma DVD was recalled last year as well. But that wasn't the only anime DVD that saw a recall. Recalls are one of those messy processes that many consumers aren't at all fond of. Although at the same time, no one is fond of purchasing a defective product either. The process however can be an experience in itself and may not always turn out smooth. Let me tell you about some of the anime DVD recalls from last year, and how they went. Some went very well, while others...

There was a lot of talk a year ago concerning the problems with AnimEigo's release of the Kimagure Orange Road TV series on DVD when the individual episodes on them had no opening sequences. As many of you might know, the whole saga surrounding this screw-up was settled with the shipping of remastered versions of the show, thus fulfilling the trade in offer that was made not too long after the omissions blew up nicely in AnimEigo's face.

Now as Allen Divers mentioned in his ANN column at the time, he appreciated the fact that AnimEigo not only confessed to the error but also went out of their way to correct it. What is interesting is that there wasn't as much fanfare going around over the fact that the replacements were complete and delivered, much less fans mentioning they had recieved them.

Kimagure Orange Road to me was the show that solidified my dedication to anime. I borrowed a fansub of the first eight episodes and simply fell in love with the characters and the premise. Kind of helped that I am a pretty sentimental moron. I like many jumped at the chance at the DVD offering when it was made about a year ago. And in the end I was fairly indifferent to the problem of no openings. I was more upset that the set took more than six weeks after everyone else got it before I finally got mine. Granted we have our standards over how shows should be presented, but I was happier to have one of my all time favorite anime series in my hands.

Of course when the replacement offer was made, I quickly sent off my DVDs. I am happy to report these ones came back on time. I was certainly happy with the refined product and I certainly let AnimEigo know about that. The moral is that while it's so easy for anime fans to be critical of companies, it isn't so easy for them to say someone got it right. So let them know you appreciate the effort. It just encourages those who make the product you so dearly want.

AnimEigo was an example of how to do the trade in correctly. But there is someone who couldn't quite get that one right in my eyes.

Last summer as well, Viz released the five-volume Ranma Hard Battle DVD box set. Now it has taken them long enough to put out their one of their trademark series on DVD. Ranma is so much fun and seeing these shows bring back memories too. What happened on this set was that on the last disc, there were two episodes that didn't have a Japanese language track; the episodes were just in English (funny though, the previews in the episodes had the option for both languages.) Viz acknowledged the mix up and offered up a trade-in as well, along with a free gift for the trouble.

I sent in my Ranma DVD in early September along with my defective Slayers TV DVDs (the last major Anime DVD recall in 2002) at the same time. And I waited... and waited... and waited. September ended and along came October. October came and went. I almost wrote them an e-mail with my concern, but then received an e-mail from Viz saying it had been processed. Cool, my wait was about to end. But almost three weeks into November, I still had nothing. So I finally wrote them asking when the DVD shipped. I got a reply a few days later just saying that it shipped.

A week later, it arrived, but there was one problem: I live here in Canada, just outside of Toronto. And when it arrived, the mailman asked me to pay the customs and taxes on the items inside, a total of $20. I was mad, but I paid it. When I opened up the package, I found my replacement DVD, and a 3-VHS set of the best of Ranma. Turns out I was taxed on the little thank-you gift that customs valued at $100. I swear I have the receipt on the box to prove that. I looked at the shipping label filled out at the post office likely by Viz, and it valued everything at $30, giving Canadian customs the opening they needed. I also looked at the date it was shipped, November 19th, 2002—the day after I e-mailed them my complaint.

Viz really screwed up on this one. Not only did they screw-up the Ranma DVD and delay on the recall of it, they screwed it to the point that I am out $20. All this for three tapes I really couldn't care less for. All Viz could have done on the postal labeling was say it was a defect or gift like what AnimEigo did. Granted, last year was busy at Viz, with all the restructuring and the starting of Shonen Jump, but they put this out on the front burners so fast they should have actually made it a priority. I couldn't be more disappointed. If it were the first volume of Inuyasha, I perhaps would have taken it better.

For reference, I did get back my Slayers DVDs along with a discounted Now and Then, Here and There box set in early October. Yes I did get hit for customs, but there was a purchased item there so I was expecting it. Well, at least two of three companies that had DVD recalls this year did it right.

With the latest Ranma DVD recall, I wonder how much now this one will cost me in customs. If anyone at Viz is reading this, please regard on the shipping label that what you're sending is a “defect replacement.” It might save some people some money and me from a headache.

The life of a Canadian anime fan, eh?

Can you spot me a twenty? okina_chair (at hotmail.com)

Articles on ANN
Ranma ½ Disc Recall (Martial Mayhem)
Ranma 1/2 'Hard Battle' Disc Replacement
Slayers DVD trade in
AnimEigo to replace KOR DVDs
Ima, kore ga hoshiin da! - KOR Redux