So a couple of days ago I got a complaint from a client about her DVD which had arrived with the soundtrack all scratchy (her words). Her DVD came direct from Showit. I also have a couple made from a digital download which is fine, so I'm guessing there was a manufacturer error with her copy.

What do we do now? I submitted a ticket through the order site and got this response:

Update for Order #101156

Order Status: Error
Show: Shannon and Jason

We will notify the developer of the problem. Thank you.

Does this mean she will receive a new copy? How long will it take? We are in Canada so she has already paid shipping and import duties/taxes - please tell me she won't have to pay either of these again?

I have re-uploaded the show but is this necessary?

All I want for Christmas is a happy client!!!!!

We ship remakes free of charge and we use the exact music that is uploaded to the web so be sure to upload a better music file or the audio will turn out the same the next go around.

Thanks David,

The weird part is I ordered a digital download myself and I think the music is of an acceptable quality so figure it must've been a faulty copy....

Any idea how long it'll take?

so... as I said in another thread, the client is still waiting and she is NOT happy.
At this point, regardless of the final product quality, I'm not not sure how to turn this around...