August 14, 2006: Update
July 22, 2004: Response from BCI Eclipse via electronic
mail
July 16, 2004: An Open Letter to BCI Eclipse
July 16, 2004
BCI Eclipse LLC
810 Lawrence Drive, Suite #100
Newbury Park, CA 91320
Re: Poor customer service and inferior products.
On July 2, 2004, BMTG Senior Council member, The Diesel purchased the BCI Eclipse four-movie DVD, Tales from the Boneyard, from the Suncoast Motion Picture Company in Sacramento, California’s Arden Fair Mall. Unfortunately, contrary to the information on the cover, Psychomania was not included on the DVD. Three e-mails were sent to BCI Eclipse between July 2nd and July 6th inquiring how the matter could be corrected. To date only an automated response, which did not provide any resolution, has been received. The BMTG suspects that a monkey with severely limited intelligence could have punched up a message filled with miscellaneous random characters to the BCI Eclipse customer support e-mail address and received the very same generic automated response.
On July 12, 2004 at 12:30 pm, The Diesel called BCI Eclipse and, after explaining the issue, was transferred to the voice mail of "Jim". To date, as with the three e-mail inquiries, Jim has failed to respond.
This letter serves as the third type of media and the fourth attempt that the BMTG has made to allow BCI Eclipse to correct its egregious mistake. Until further notice, of which there will be none, the BMTG regrettably finds itself with no other options but to take the following actions:
While the BMTG remains hopeful that this matter can be resolved, it is not expected that the BCI Eclipse team will emerge from their tick-infested spider hole to claim responsibility for their actions. Naturally, if there is disagreement with this decision, BCI Eclipse may file an appeal at the low cost of only $3.00. The appeal will be denied within 30 days, which allows the submission of a second appeal after a 12 month cooling off period. Please refer to the BMTG website for detailed instructions on how to file an appeal.
Sincerely,
(SIGNED BY THE BMTG BIG FOUR)
CC
Suncoast Motion Picture Co.
Arden Fair Mall
Sacramento Mayor's Office
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After telephone contact was made, BCI Eclipse indicated that they would be sending to the BMTG a DVD of "Psychomania". While, to date, they have not fulfilled this promise, BCI did send two DVD 4 Packs - "The Beast Within" and "Beasts of Terror". The "Beasts of Terror" includes the classics Snow Beast and Scream of the Wolf.
In May of 2005, Junior Associate Steamboy found and obtained for the BMTG a new copy of Psychomania.
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July 22, 2004: Response from BCI Eclipse via electronic mail
Gentlemen:
Hello! My name is [name removed] and I am the Acquisitions manager here at BCI. I received a copy of your letter today and I was surprised and a little shocked to see the bad "rap" we've gotten over here. We are (as a rule) very efficient, cordial and prompt in our response to all of our customer / consumer complaints. I review a majority of these complaints / questions / concerns and can not find any from your company in the time period (July 2-6) which you specified. This is something for which I have no explanation other than I will make sure there is not a problem with the email address and or server to which these emails were sent during that time period. Although I'm not exactly a "Monkey with severely limited intelligence" that lives in a "tick-infested spider hole", I will do my best to answer the questions posed to BCI in your eloquently written letter.
I am the one who licensed the rights to sell "Psychomania" on DVD from an independent producer who I later found out did not have a clear chain of title. At this point the set was already being solicited to thousands of retail accounts - so rather than discontinue the set we made a change to it prior to shipping any finished goods - so that the other films in the set would not have to be put on hold. We dismantled all of the finished goods and replaced them with corrected artwork. Then, much to our disappointment, we found out that some of the paper for the original set was mistakenly used in the building of a small portion of the DVD's with the new film! We have since corrected all of the paper to reflect the films that are contained inside and when we receive a complaint from one of the few that were mistakenly distributed defectively, we promptly take one of three courses of action: we replace the set for the corrected one, substitute another set of their choice from our website in exchange for theirs or if they are completely dissatisfied we refund their money.
It is my hope that you will get back to me with any other questions you might have and also let me know how I might rectify this most unfortunate situation. Personally, I enjoy the columns on your website and would hope that we can maintain a positive relationship.
Best regards,
[name removed]
Acquisitions Manager
BCI, a Navarre Corporation Company