Help Desk

There’s nothing more frustrating than getting a DVD, Blu-ray, or video game that doesn’t work, especially if you’re already changed into your pajamas and prepared a huge batch of buttery popcorn. Before blowing a fuse and going through the trouble of telling us what a lousy job we’re doing, take a moment to inspect the disc. Are there fingerprints or smudges plastered all over it? Are there deep scratches, dents, or grooves that would prevent the disc from operating as it should? Instead of rushing back to the store, take a look at the suggestions below.

• If there’s something dirty on the data side of the disc, us a very soft cloth to wipe it off. Try blowing a little hot air onto the DVD/Blu-ray in order to provide a little moisture. Do not use Windex, furniture polish, or any other cleaning solution on the disc. Doing so could further damage the product.
• Scratches, dents, and circular grooves are a major problem. Return the disc to the store as soon as possible. If you can’t make it into the store that day, give us a call and let us know about the situation. Keeping the damaged item past its due date will result in late fees regardless if the item works or not!
• Make sure you have the proper device on which to play your rental. If you picked up a Blu-ray, this disc will not work in a conventional DVD player. We will be more than happy to provide you with the same movie on another format. You will not be given a different title unless it is currently out-of-stock. As mentioned earlier, all late fees will apply if you fail to bring the item back on time. No exceptions!
• Although friends and family have may recommended it to you, please do not attempt to fix scratches yourself with The Disc Doctor. We have found that this “helpful” product actually causes extreme, irreversible damage to DVD, Blu-ray, and video game discs.
• Did that brand spanking new Blu-ray disc not work? Well more times than not the reason the Blu-ray disc did not work is because you player needs to be updated. Don’t ask why, a machine that is already advanced in technology, needs to be updated in order to play the disc it was intended to play, I have no good answer to that. However, I can help you with updating your player. If your player is hooked up to the internet then your player should automatically notify you that you need to install an update, just follow the steps provided. If your player is not hooked up to the internet then you have two options. First you can download the firmware needed to update from the website of your player’s make from you home computer onto a disc or flash drive, and then either pop the disc into the player or hook up the flash drive to the appropriate port to upload the update to your blu-ray player. Secondly you can contact the maker of your player and they can either walk you though how to obtain an update or send you a disc, via mail, to update your player. Below are a few of the top Blu-ray player designers and their contact info. (If you don’t see your company listed, just do a general internet search)
• Sony: www.sony.com; 1-239-768-7547
• Samsung: www.samsung.com; 1-800-SAMSUNG
• Panasonic: www.panasonic.com; 1-800-211-PANA
• Toshiba: www.toshiba.com; 1-888-592-0944
• LG: www.lg.com; 1-800-243-0000
• Sharp: www.sharpusa.com; 1-800-BE-SHARP

If you’re still having trouble with your disc, hop over to the Contact page and get in touch with one our employees. We’ll do our best to find a solution to your problem. Better yet, bring the disc back to the store so we can assess the problem directly.