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Cracked Netflix Blu-Ray Disc Problem Print
Monday, 24 September 2007 13:13

Cracked NetFlix Blu-Ray DiscI recently started renting high definition movies on Blu-Ray and HD-DVD discs from Netflix. So far I’ve received 7 Blu-Ray discs from which 5 have been defective. All five of them have the exact same small crack at the edge of the disc. The crack is usually a little more than a quarter of an inch long, somewhere along the edge of the disc. Before noticing the crack, I thought I was merely having trouble playing the new discs. New technology, new headaches; I’m used to that. A friend mentioned to look closely around the edge of the disc for a small crack. The crack was so faint and small I hadn’t noticed it. Problem solved I thought. A couple clicks on Netflix’s well designed site and I would have my replacement disc in a mere day. No dice. The next disc was cracked as well.

I’ve been a paying customer for around 4 years now and I can only remember receiving one or maybe two bad discs during that time. I have phoned Netflix a couple times so far. I initially called to confirm whether other people where having this problem or if it was just me. I had receive 3 bad disc out of 4 at that point. The representative said they were unaware of anyone else having issues with the Blu-Ray discs. She offered me a discount on my next month’s service, which only made me feel cheated when I saw other people getting bigger discounts for 6 months. I called again when I recevied the forth defective disc. I wanted to verbally update them that I’ve 4 out of 5 now, and thought perhaps a different representative might have more information than the first. The second agent also stated they were unaware of any issues with cracked Blu-Ray discs. I questioned why I received a small discount on my next month’s service while I had read others had received a 6 month discounted service. To this the new rep offered me an extra movie a month for two months. I really like Netflix, so it’s hard to be mean, but a couple a free movies and a small 1 month discount versus 50% off for 6 months... (sigh, nice guys lose again).

It’s just a theory, but there appears there might be a problem with older discs. This could be related to the age of the disc in which all Netflix Blu-Ray discs will eventually have the problem, or perhaps just a batch of first generation discs that crack going through the mail or some sorting machine. I say this because I’ve seen others with the same problem but the problem seems to go away. Perhaps they rent older movies at first and then move to new releases? Perhaps the first discs they rent are some of the first Blu-Ray movies available? I’m not sure, but I’ll update this post with any new information I get. So far the defective (cracked disc) movies I’ve received are:

9/13/2007 – Casino Royale (Not recognized by player)
9/17/2007 – Casino Royale
9/18/2007 – Flags of Our Fathers (Would not play)
9/18/2007 – The Holiday
9/21/2007 – The Holiday
9/27/2007 – The Holiday
9/27/2007 – Planet Earth: Complete Collection: Disc 1
10/02/2007 – Happy Feet
10/02/2007 – Babel
10/04/2007 – Happy Feet (Played OK)
10/04/2007 – Babel (Played OK)
10/09/2007 – Babel (Played OK)
10/18//2007 – The Fountain (Freezes near end)

13 cracked out of 24 as of 2007-10-18

Cracked NetFlix Blu-Ray Disc Close-Up

2007-10-04 Update:

I received two more Blu-Ray discs today, and on a whim I tried playing them. I was surprised that they both played perfectly even though both had the same hair line crack at the edge of the disc. I let them run through while I was working in my office. I wasn’t in front of the screens the entire time, but I believe they each played fine with no freezes or sound problems.

I’m now curious if some of the other disc would have played okay even though the crack was present. I tested some of the disc in the past but not all of them. The first two discs I received that were cracked, I had tried in multiple players and even took them to a friend’s house to try. The disc were not recognized by the player at all in that case. I had tried a couple of the other discs I had received but not all of them. My experienced with the first two disc mislead me to believe that the present of the crack would indicated a defective disc. When updating this post in the future, I will note if the disc played or not.

The first thing that pops to mind about this new evidence is perhaps Babel and Happy Feet did not span the entire disc to where information would have fallen in the area where the disc was cracked.


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Comments (190)

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Interesting.
Runfer , September 25, 2007
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I'm having the identical situation. Wonder if a beefier sleeve for Blu-Ray would help?
Dan Jones , September 26, 2007
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Blu-Ray has a hard coating that makes them less flexable, hence more cracking. It's not Netflix problem. I had GamezNFlix, and their Blu-Ray movies have the same problem. Lots of them are cracked.

On the plus side, the coating makes them more scratch resistant. You'll notice in your pictures the discs don't look scratched!
John G , September 26, 2007
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Dan: Have you paid attention to the age of the titles? I would like to find out why some people seem to have trouble while others do not.
Grant Brown , September 27, 2007
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I can't say I'm glad to hear others are having this problem also, but at least I now have some proof of the problem if blockbuster tries charging me for the discs. I have had blockbuster and/or netflix services for many years and have never had a broken disc until I started receiving bluray discs. Unfortunately the discs I'm receiving are cracked completely in half or from the outside edge to the center. If I called blockbuster they would probably the me to stfu and quit whining about it since I don't think customer service is their forte.
Nathan , October 05, 2007
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Had this problem today with Planet Earth disc 2. Stopped playing near the end. I wonder if it could have anything to do with the fact that the blu-rays seem to have rounded edges when compared to DVDs? (Unless I'm just seeing things.)
Nathan , October 08, 2007 | url
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Nathan: I have no idea. I would really like to get to the bottom of it though. Was that your first cracked blu-ray disc?
Grant Brown , October 09, 2007
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We just had the exact same problem, (also with Casino Royale, co-incidentally), and we're now 2 for 2 disks with a crack that looks exactly like your picture. I just got off the phone with Netflix, and the lady was telling me that they had 'no reports' of this problem on their website. I don't know if I'll be told that the next time this happens or not. I really was trying to call to try to get them to start looking at the problem, but I don't think it got through.
Hugh , October 10, 2007
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I had a similar situation with a regular DVD last month. I ended up renting the same movie three times due to a fractured disc. Netflix could improve there packaging to prevent this type of problem, but there's no guarantee that the USPS isn't going to stomp, smash, bend or shove the disc into a mailbox.
TB , October 10, 2007
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Yup, same thing happened with me with "Vacancy". It couldn't have been the age of the disc, since I got it the day after the movie was released on disc. I had to have been the first renter.
otto24 , October 10, 2007
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I just had 2 "Vacancy" discs in a row from netflix cracked exactly like the picture. Wouldn't play. It's good to see other people are having the same problem. I thought I was having some really horrible luck. I have rented over 20 blu ray discs without problems until now. Must be certain discs with some kind of manufacturing problem.
joker , November 06, 2007
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I had the same thing happen to me. I've rented 12 BluRay discs, and 7 have been cracked. The CSR I spoke with did indicate they are aware of the problem, but have no plans to ship BR movies with any more protection than the zero protection their thin paper sleeves offer. Netflix could solve this problem by using cardboard/padded mailers, but it's cheaper for them to reship movies. Until enough people make enough noise about this issue, they will not fix this problem.

I was given an extra movie for my next billing cycle, and a credit for my current month when I reminded them that I could file a dispute with my credit card for the current cycle, as I wasn't receiving the service I paid for. Don't let them placate you with lip service, politely DEMAND what you think is fair and be prepared to cancel the service if they don't provide a solution. They are obligated to provide the service they charged for, and since there's no dollar value set for each individual rental, you are entitled a FULL refund if they cannot provide this service.

PLEASE use a Sharpie and writed CRACKED or DAMAGED on the paper sleeve when you send these back, because their warehouse crew could easily ship it to another person. If people start getting discs already marked damaged by other customers, Netflix can't hide from that.
TomBishop , November 25, 2007
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RE: John G: ...
Blu-Ray has a hard coating that makes them less flexable, hence more cracking. It's not Netflix problem.
_____________________________

Actually, it is a Netflix problem. They are aware that the discs are easily damaged, and they haven't pulled them from their site. They should not offer BluRay discs until they can introduce another style of envelope that offers protection for the discs. They are a publicly traded company, and their obligation to their stockholders is more important than the consumer that uses their product/service.
TomBishop , November 25, 2007
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January 22nd, 2008. The last 6 BluRay movies I received were identically cracked. Annoying, I signed in on Netflix because I wanted to access their BluRay selection. I thought I should contact Netflix to report the problem so the whole library wouldn't be ruined. They don't really encourage relationship with the customer, do they. I was surprised to see on this blog that this issue has been going on for the last 6 months and has not been addressed. I'm not too sure what I think about Netflix now. I'm sure if some big shot blogger would start making some noise about is suddenly they would start looking for solutions...
Jean , January 23, 2008
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I'm an insider, and we are aware of the challenges. BD breakage isn't catastrophic, although all these reports make it sound horrible. I certainly recognize that it's a significant negative for the individuals who receive such broken discs, of course.
Neil Hunt , January 24, 2008
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While I haven't had the cracking problem, the last 2 discs I received ... Perfect Stranger and The Lake House ... were unplayable. Perfect Stranger had what appeared to be swirling striations of color on the disc. It loaded, but wouldn't play at all. The Lake House had 3 huge scratches and froze constantly. I did as suggested and wrote Damaged! on the sleeve. and pointed out the reasons.

I have ordered replacement titles - if those don't work, Netflix will be receiving my irate telephone call too.

I have been with Netflix for years and have never had any damage problems until I started renting Blu-Ray titles.
Nancy , January 25, 2008
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Same problem here now 3/5 .. I wish I had seen this site before I went through the pain of sending my PS3 back to Sony for them to replace the Blu Ray laser .. turns out it was probably the cracks on the BD disks as I found the same cracks. Netflix has to address this or I smell a class action lawsuit coming.
Mojo , February 05, 2008
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Just a comment about the cracks: CDs read from the inside out -- the beginning is near the hole. If DVDs work the same (I think they do) then a crack near the outside edge might not matter if the movie isn't long enough to get out that far. Trouble is -- if the movie IS that long you'll only have trouble near the end which is REALLY BAD!

Rich , February 21, 2008
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Rich...
DVDs do write from the inside out, but DVD films are in multiple video files, which are not necessarily stored in write order, and most films are on dual layer, wherein there are two possible files near the edge.
I haven't seen these cracks in Netflix's BluRay DVD, because I cannot get them to mail me any. So I've added Blockbuster who will, although reluctantly.
keepitsimpleengineer , March 01, 2008
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I have had the same problem. Almost all of the blu-ray discs I get from Netflix are cracked near the edge. I now check every blu-ray disc before I attempt to play it, and I'd estimate 3 of 5 arrive damaged. Glad to know others are having the same problem. Netflix will need to fix this very soon.
Brad , March 13, 2008
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I'm 0/3 so far. I have not received a single blueray disk from Netflix that ISN'T cracked EXACTLY like your picture.
Me , March 15, 2008
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I've rented 9 Blu Rays from Netflix and so far 5 of them have been unplayable.

I also have noticed that if I mail the bad disk back to Netflix as soon as I report it, I sometimes get the SAME disk back from Netflix a few days later ... confirmed by putting a mark on the disk before I send it to them.

To help netflix with their problem, I now write in black magic marker on the playing surface side "defective disk" and put the month and year. That should keep things straight :-)
Miguel , April 07, 2008
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We just started with Netflix soley for the BD option. Of the 15 disks sent to us 11 were cracked. I called today b/c our "free trial" was worthless as we spent all our time returning broken disks. The Rep claimed surprise about the issue and told me that it is a US Postal Service problem and that I should complain to them. Seems to me if 75% of what you send through the mail is damaged it has more to do with your packaging than a rouge mailperson tossing BDs around. Wouldn't a better shipping package be cheaper than replacing thousands of broken BDs and lost customers?
WAKEMKR , April 18, 2008
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4 of my first 6 Blu-ray movies from Netflix arrived with a seemingly identical crack on the outer edge of each disk. The damaged area is difficult to find. Like you, at first I thought it was my hardware (PS3). I've found that quite a few netflix subscribers online STILL have the same issue. I just got off the phone with netflix customer support. The representative claimed it was damaged during shipping and discounted me 25% off next months' bill. Looking at this posting original date, this problem has continued for a full year. And honestly, by the netflix representive's tone and reaction to my claims, i think her comment on "damaged during shipping" was BS.
Bryan , April 25, 2008
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I have received two titles from Netflix.

The Wild Bunch played fine, no problems whatsoever.

The Last Waltz was a different story. At first, it wouldn't load at all, saying it was an incompatible region number. Eventually it loaded, but it skipped the middle chunk of the film. I asked for a new one, and received it a few days later. Again, I was getting the incompatible region number, so I decided to troubleshoot the player. I updated the firmware, afterwards, the Last Waltz disc simply gave me the message "Can't Play." After searching, I found this blog, and then examined this second disc. Sure enough, the tell-tale crack is there.

Ugh.
Robert , May 01, 2008
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Just so you know, I've now had problems now with 3 out of 4 BD movies for Netflix. Fantastic 4:RSS, AVP:Req, and Spidy 3. All have the same small crack in almost the exact same place on the outer side of the disk. Surely that kind of consistency indicates some sort of problem at the Netflix facility, wouldn't ya think? All of us from different parts of the country (presumably) with the exact same problem? If it was really damaged in shipment wouldn't the damage be in different spots on the disk, large or smaller, etc? Why can't I stop asking questions?
Cory , May 02, 2008
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Has anyone in Los Angeles had this same problem with a cracked B/R disc? Has anyone ever had the same problem with a newly purchased (sealed) B/R disc (not a pre-played rental disc)?

Is it the disc or the shipping that is the problem, or both?

Al
Al , May 03, 2008
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I have an unplayable Terminator 3 from Netflix right now. I could play the first 15 mn of the movie and then my PS3 would come up with a "80029940" error, as many others have experienced. However, I DON'T have the crack. The disc is pristine. I have no clue what the problem could be, I tried to clean the disc and it still blocks at the same point in the movie. I had the same problem with Planet Earth. I also have a subscription to Gamefly and my PS3 games are shipped in a very tick sleeve. I guess they acknowledged and corrected the problem, contrary to Netflix. Whoever starts shipping movies in ticks sleeves, I take my business to them.
NiBar , June 06, 2008
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I have had Netflix for almost 3 years and have never received a cracked disc until tha past 6 weeks. Out of 8 bluray disc 5 had the same small crack on the edge of the disc.
chris , June 07, 2008
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I received 2 bluray in a row with this small crack. It probably would play most of the movie but I would rather not risk having the disk explode, destroying my PS3.
Tom , June 15, 2008
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HI guys. I just wanted to say that I have not had a similar experience. I have received at least 10 Blu-ray movies from Netflix and have not had one problem until I received "Untracable" today. I have a feelign if thay all have an identical crack that the mail sorting machines are to blame. I do not see how better packaging could prevent the cracks from the torsion on the disks as they are processed by the USPS. I think the issues is just that BD's are too thin.
Chris , June 16, 2008
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Same problem here. It's gotten so bad that I turned off the blu-ray option in netflix and went back to standard definition disks! Of all the bluray disks I've received I estimate 70% have been bad. Probably 20 bad disks since I got the player. How irritating!
John , June 23, 2008
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Not only do my blu rays dont play but others have been showing up completely broken in two. Anybody know of a way to get around this through another company?
michael , July 01, 2008
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Hi,
Thanks for posting this. My husband and I bought a blu ray player in January and have had the same problem with Netflix. The disk will start to play and then after a very short time (we never get to the actual movie) will shut down. Netflix tells us that we need to update the firmware. We never have problems playing blu ray disks we buy.
Marcia , October 18, 2008
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I have had this problem 4 times since I changed from regular DVD to Blu Ray. The latest was 21. I was real upset because it seemed to be a great movie until frame 15, had 21 frames. Netflix needs to get this problem taken care of promptly or I guarantee they will loose a customer. I will rent from Red Box instead. It's ok to increase your membership 1.00, what for either the DVD is cracked or I have a 2 month waiting list.
George , October 31, 2008
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I own probably 100 blu-ray discs and have never seen a crack like you guys are talking about. This is definitely a Netflix problem... and too bad because I want to join them to get blu-ray discs...
Margo , November 10, 2008
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Netflix could easily fix this problem with an envelope change.

If you look at your envelope closely, on the edge where the disc sits, about halfway up, you can see a shiney mark where the postal sorter grabs the envelope.

If the disc is right against the edge of the envelope, there's a good chance it will be cracked. If the disc sits towards the middle, it will be ok.

I checked this against about 20 rentals, and got pretty good at telling of the disc would be cracked before taking it out of the sleeve.

When they started charging for BR, I went to BlockBuster. Their envelopes are no sturdier, but the disc sits directly in the middle, not near the edges.

Not a single cracked disc from BlockBuster so far. I actually like Netflix better, but I dislike mailing every movie back 3-4 times before I get one that's not broken.
Mark , November 26, 2008
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Same here, unfortunately. We just bought a Blu-Ray player for the sole reason that Netflix has Blu-Ray discs. Out of the first 5 titles, we've had to have 9 shipments. (And counting... the brand-new "Hancock" disc just showed up tonight with the crack.)

A 50% failure rate is completely unacceptable in any service. Especially when they have the audacity to charge more for a service that is inferior to their previous one. My hunch is that they're charging more for BR because they have to keep buying new discs to replace the cracked ones.

If they have such an abysmal failure rate, and it is due to their mailing sleeve, as Mark suggests above, then surely it would be cheaper to redesign the sleeves than to keep buying replacement discs.

I, too, will begin marking the cracked Blu-Ray discs. I have a very strong hunch that I received one of the cracked discs twice. "War, Inc." had to be shipped 4 times (!) before I got a good copy, and I could swear that the third shipment was the exact same disc as the first. The crack was identical in length and location.

Netflix had better get this fixed, or they're facing a mass revolt as more and more of their customers "upgrade" to Blu-Ray.
RodP , November 30, 2008
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Yup, the Hancock replacement showed up last night with a nice 3/4" crack. We wrote "CRACKED" on the playing surface with a Sharpie and sent it back. We're now up to 5 out of 10 shipments with cracked Blu-Ray discs.

I'm going to call again today to see what lame excuse and bribe they offer this time.

I've been raving to my friends and colleagues about the Netflix service for quite some time, but now I've begun apologizing to them, and warning them to stay away if they have Blu-Ray players. I'll repeat that warning here:

If you are considering a Netflix Blu-Ray subscription, wait until they have fixed their shipping sleeves. You're just wasting your time and money until they do.
RodP , December 03, 2008
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I found this blog by accident. I thought I was the only one.. I bought a new panasonic blu-Ray player - I then ordered a Blu-Ray from netflix. When it came I looked at it for scratches etc., before I played it - I didn't see any, so I played it. At first I got a copyright protection message. I tried again and it played for about 1 hour of the 2 hour movie. Then it froze up, I tried to skip past it and could not. I tried again - my Blu-Ray player kept making a clicking noise. I closely re-examined the disk and sure enough it is cracked on the edge. My question is can a cracked disk DAMAGE your Blu-Ray Player? I am worried that I may have damaged my player. If it could damage it what kinds of damage should I look for. If it is damaged Netflix is going to be buying me a new player!!!
David L , December 07, 2008
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I found this blog by accident. I thought I was the only one.. I bought a new panasonic blu-Ray player - I then ordered a Blu-Ray from netflix. When it came I looked at it for scratches etc., before I played it - I didn't see any, so I played it. At first I got a copyright protection message. I tried again and it played for about 1 hour of the 2 hour movie. Then it froze up, I tried to skip past it and could not. I tried again - my Blu-Ray player kept making a clicking noise. I closely re-examined the disk and sure enough it is cracked on the edge. My question is can a cracked disk DAMAGE your Blu-Ray Player? I am worried that I may have damaged my player. If it could damage it what kinds of damage should I look for. If it is damaged Netflix is going to be buying me a new player!!!
David L , December 07, 2008
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Same exact issue - 5 out of first 6 blu-ray I rec'd from Netflix had exact same crack...at least I know it isn't my player doing it.

James , December 08, 2008
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We're now up to 8 out of 12 Blu-Ray discs received with a crack... a 75% failure rate!

If Netflix is not pouring Manhattan Project levels of capital and human resources into this problem, they deserve to go out of business. I can't imagine what the balance sheet looks like on the Blu-Ray side of the business!

The only reason I'm not dropping Netflix today, and looking for another video rental solution, is that I invested in a Blu-Ray player that does Netflix streaming. Instead, I'm dropping my service from 3-at-a-time to 1-at-a-time, and will take advantage of the (very good) streaming service.

I'm now costing them more as a customer than the revenue I'm bringing in for them. The streaming is obviously a loss-leader, and with no discs to watch, we've been streaming an awful lot lately.

During the call in to customer service to downgrade, I saved the first guy a lot of grief by asking for his supervisor right away. She patiently and politely listened to everything I had to say regarding the issue, and all of the negative publicity they're receiving on the internet. She also gave me the next month's service for free.

If you're experiencing this same issue, I recommend calling them up, and talking to at least one level up from the first tier in customer service. The poor men and women manning the lines must be clinically depressed by now. smilies/smiley.gif
RodP , December 11, 2008
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Over the last 3 months 13 of the last 16 have arrived with the same crack. Replacements come cracked as well. Conacted Customer service and they said they were looking into better packaging, but I should call the post office to complain. At first they acted as though I was the only one to report such a thing, until I mentioned the message boards regarding this issue and they seemed to change their tune and offer one month free service. If this does not improve soon, I will be going elsewhere.
Gpdm , December 17, 2008
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The problem is getting worse rather than better. Have received 6 disks in the past two weeks, 4 have been cracked. Have read the other comments, they are going to have to change their packaging.
Brian , December 24, 2008
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16 out of 25 blu-ray discs sent to me from Netflix had this issue. Each time I call to complain, Netflix tells me that my Panasonic brand blu-ray player is known to be too sensitive and they never had any issues with cracked blu-ray discs. Are there other players out there that are playing through the cracks? I can generally start the movie but then it locks up after 20 or 50 minutes. I have had replacements 4 times on multiple discs each with the same cracking issue. As far as I can tell, Netflix is not even acknowledging that there is a re-occurring problem with their blu-ray discs, let alone doing anything about it. Netflix support basically told me that they cannot do anything other than to keep replacing the cracked discs and suggested that I should rent my blu-ray movies at a store instead.
Soup , January 03, 2009
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I must be one of the few lucky ones, living in the bronx, from like 50 BD discs rented got 1 or 2 cracked like this.
George , January 06, 2009
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I'm glad I'm not alone. I have the exact same problem with cracked blu-ray discs. I thought at first it was just bad luck or bad postage issues with my post office. I didn't realize that this was widespread. I had a feeling since I live in MN and my problem started in the winter time, that it was maybe the blu-ray coating being fragile in single-digit temperatures.

Oh well, I like Netflix too much to cancel, but I wish they would resolve it.
Brett , January 10, 2009
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I had perfect blurays for a few months. Then all of the sudden I've received 3 discs in a row with the same crack. Two of them have some white sticker around the center. I'm not sure if it's related to anything.

this is a big enough problem to put the business under. hope they figure it out smilies/tongue.gif
drew , January 10, 2009
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I've been a Netflix subscriber for nearly 7 years on and off and had a few problems that were easily fixable during that time. It seems that the Blu ray discs arriving damage is a larger issue than those have been. With standard def disks, there would be one or two that were scratched or unplayable, but a little Windex would usually solve the problem. The Blu ray format appears to be more fragile, in that you can't use a rag and window cleaner to fix the problems you find. I've been on the Blu ray plan since September and didn't really have a problem until last month when a disc arrived, looked fine, but wouldn't play in my player. It wasn't a film I was dying to see, so I returned it without getting a duplicate. In the past 2 weeks I have received two more discs that either skip or freeze at various points in the film. Usually the skip/freeze is isolated and doesn't really affect the viewing, but I'm paying for a subscription, this stuff shouldn't be happening. I don't know what Netflix is going to do to remedy this problem. I'm not even sure they realize there's a problem. I've been writing damaged on the sleeves, but who knows if these discs are getting retired or recirculated.
Sara , January 10, 2009 | url
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I had limited success getting cracked discs to play (PS3) by hitting the next chapter button while the disc was struggling to load.

I believe the menu data is stored on the outer edge of the disc, and by skipping chapters, I was sometimes able to get the main title to play.

Even then, I often had the movie die about 3/4 through, or skip huge chunks of the movie.

I realize re-designing the envelope would be costly, and probably force them to get re-approved with the USPS, but I think they could come up with a low-tech means of using the existing envelope, and eliminate or reduce the problem.

The bigger issue is getting Netflix to recognize the problem and be willing to do something about it. I think BD rentals are still pretty small for them, but maybe their BD costs are so high due to having to replace so many discs, that already cost more.

Mark , January 13, 2009
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Starting to see more of these cracked blu-ray discs here in Milwaukee. I have had 3 in the last 3 weeks. smilies/sad.gif I agree with everyone above - Netflix needs to get their $H*t together and redesign the disc packaging. smilies/cry.gif
Aaron , January 15, 2009 | url
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We have had Netflix only since Christmas 2008. It is now 1/09 and we have had to return 4 out of 6 Blue Ray disks ordered. We have called and emailed. They are charged us an extra dollar for Blue Ray viewing and we want it off our bill. We have asked for Blue Ray not to be sent to see if service will improve.
Sharon & Rex , January 15, 2009
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Same problem for us. I thought at first that Netflix had a way to erase the disk as my wife and I don't watch the movies right when they arrive. But, last night we set down to watch 3:10 to Yuma. The disk would not load past the very first studio screen. No cracks on the disk, but the edges look very odd, not smooth like a normal DVD. To salvage the night, we put in the new Batman Blu-Ray movie, no dice either. It wouldn't even get past the first chapter (black screen). Good thing we get three movies, we watched the Bank Job (non Blu-Ray). Out of all the Blu-Ray movies we've gotten from NetFlix, I've only gotten 1 or 2 to work in my Sony BR1000 player.
Jesse , January 22, 2009
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I've notice this problem ever since I joined Netflix. I thought since the crack are always the same, that maybe they have an issue with a "selector" machine that clips to the disc to be mailed. If you notice, blu rays are slightly thicker than dvds, and thus maybe there is just to much pressure being placed on them when being grabbed. If anyone has heard anything more about this, please let me know, because at this point I am thinking of switching to Blockbuster.
Les , January 29, 2009
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Wow. This is an epidemic. I'm 3 for 3 on having the little crack on Netflix discs! I've had my new Bluray player since Christmas and am yet to actually play a Bluray movie.
Chris , January 30, 2009
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Update from just above. I'm now 4 for 4. Called Netflix to alert them of the issue and went ahead and canceled my bluray addon plan.
Chris , February 01, 2009
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I am glad I found this blog too. I thought my new Samsung Bluray (BR) player was cracking the BR disks or the mailman was being mean to me. I have received 3 cracked BRs out of 7. Netflix Customer Service confirmed what has been said on here about BR disks being less flexible than DVDs and the USPS’ mail sorter was probably cracking the BRs. Thus, he said I could file a complaint with the USPS in hopes of the USPS not using the sorter for Netflix movies. When I asked him if Netflix was going to implement a solution to prevent the cracks, he did not say no. Yet, he did say that Netflix had compared the cost of buying replacement BRs as opposed to improving the shipping material. The result of that comparison is that it is more cost effective for Netflix to replace the cracked BRs. However, I wonder how much money Netflix stands to lose from unsatisfied customers cancelling their accounts. In closing, besides his suggestion for me to complain to the USPS, he suggested I go back to watching DVDs. Since this is a known issue with no solution insight, I guess I will return my BR player, cancel my Netflix subscription, and hope a solution will be found by 2010.
Chris in Hobbs, NM , February 05, 2009
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Ahh! Right there with everybody on this. So far 3 for 4 on cracked BRs from Netflix. I've been sending back the same movie for a whole month now. I thought they just kept sending me the same cracked disk back. Ugh! Might have to cancel the BRs from Netflix too. How does the Blockbuster service compare?
Angela , February 06, 2009
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I gave up on the Blu-rays with Netflix. I'm only doing DVD's until they fix this. I suggested that they do like Gamefly and have a cardboard insert to protect the Blu-ray.
Shawn , February 08, 2009
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Took my blu-ray player back, 4 out 5 cracked.
Mitch , February 10, 2009
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Spoke to Netflix tonight with 3 of 3 BRs from Netflix not playing. Netflix rep state they are aware of the problem and that it appears to be regional. The return discs are to be hand sorted at the Post Office but when the big roller machine sorts the discs it damages the BRs and not the plain DVDs. I stopped our BR service and told them I'd watch the blogs to see when they correct the problem and then maybe try again.
At first I thought it was my new player by I went to Best Buy and asked them to play on their machine and the BRs wouldn't even load.
Netflix has a Big BR problem.
Dave , February 11, 2009
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I started using Bluray's from Netflix in January. I started having trouble immediately. I've called them several times to report problems and each and everytime they've been very helpful sending me extra discs and giving me various credits (bonus discs, free months).

But after over a month and half talking to them and the post office trying to resolve this problem I've thrown in the towel when today 2 out of 3 discs where again broken in this very same way. It's absolutely silly that they can't get this problem solved.

I will give Netflix credit for being more then helpful as far as making it right. I've gotten probably a half a dozen or more 'bonus' rentals and 2 free months because of all my trouble. But given that even the bonus discs are broken it's not much use at this point.

I really advise folks to call Netflix when they have several broken blurays, it's VERY quick (hold times are nearly zero) and 9 times out of 10 the nice folks on the phone will throw you a bonus disc or if you've been having lots of trouble a free month which does take the sting out of things a bit.

Bluray with Netflix is an absolute disaster though right now.
Kevin , February 14, 2009
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I've had the same problem. I've only gotten three BR movies so far but each of them has been cracked, and then the replacement wasn't.

Funny thing is that the BR disks are supposed to stronger but I've never had a regular DVD come cracked.
Matt , February 15, 2009
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The problem just may be regional - I get most of my discs from the Tacoma distribution center which is only about 45 miles from my house. 7 out of 10 discs on average are cracked - I just got a disc delivered all the way from the Dallas Distribution center and it made it that far just fine. This leads me to believe it is something at the distribution center here in Washington.
Adam Pond , February 18, 2009
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One half of the disc going into the inner circumference was completely cracked, made it look kinda like a doorknob hanger, which was precisely as useful as it was...

I hope a replacement gets here by Saturday. Now that I've read this I think I'll make a phone call too... Hopefully they'll realize just how big the problem is if they get enough phone calls...
John , February 20, 2009
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Just a note to all of you having problems with movies through the mail. I am a mail processor who runs all of your mail. Netflix and Blockbuster used to be hand sorted due to the fragility of discs. Now we are required to run them in our machines. The machines run 40,000 pieces of mail an hour and are not designed to run this type of mail but management doesn't care. Many covers torn off, discs cracked and smashed, and packaging destroyed. When we complain they just say do what you are told. Please keep complaining!
Ramona , February 21, 2009
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I also have been receiving the majority of Bluray discs cracked at the edge. I have stopped the Bluray option for fear that Netflix would axe my account due to large number of damaged discs. "Glad" to hear that I am not the only one - wish Netflix could own up to issue and solve it so I can watch Bluray again.
Jim , February 21, 2009
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I think it is time for all of us who are experiencing this problem to put collective pressure on Netflix to address this problem, which is not regional. I live in Massachusetts and I see postings from other parts of the country. Since most of us have repeatedly contacted Netflix by phone and/or by using their reporting system for damaged disks with no result, and since most of us no longer try to get BlueRay disks and therefore don't continue to report problems, my suggestion is this:

Write:
Reed Hastings, CEO
Netflix
100 Winchester Circle
Los Gatos, CA 95032

TEell him your BlueRay history, including your zipcode. If you feel comfortable doing so, copy your information to this blog.

Here's what I wrote:
Dear Mr Hastings,
I purchased a Blue Ray player in December 2008 and have to date received no playable Blue Ray discs from Netflix while having no problems with dozens of Blue Ray discs acquired from other sources. Each disc comes wiith a quarter inch curved crack on the edge. I have reported each incident to Netflix through your website or by phone. There has been no resolution of this problem. I know see that the problem is widespread and pervasive. Please see: http://marsbox.com/blog/news/c...c-problem/ . You owe your loyal customers an explanation of what Netflix is doing to solve this problem. My zipcode is 01054.
Jack , March 06, 2009
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I don't see a crack on my netflix disks but 3/4 jump all over the place when playing them on my PS3.

On the other, I have no problem with new discks or games.
Paul , March 14, 2009
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Thanks so much for this blog. Thought I was going insane. Just went 2/2 with my first 2 BR rentals not being recognized by my PS3 (5 of my boughten ones play just fine). Noticed the crack on this one (Prince Caspian) but sent my other one back before noticing (Resident Evil: Apocalypse). I'll give them a couple more chances before downgrading, but agree that this is unacceptable.
Ray , March 14, 2009
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Im Having same issues with netflix b/r discs. I only notice that the discs with the small cracks wont play, however about 5 of the last 15 discs i have rented are cracked. Sucks... not too sure what to do about this issue. To be honest i always prefered the hd dvd player i have (not one problem ever), but too bad no more movies will be released in that format smilies/sad.gif
Jay , March 14, 2009
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Just to add to the list. Zip code 85635. So far I'm 6/6 BR discs with cracks. Two of them have played, but the other four have not.

I spoke to a netflix rep last week and he said that they "may be considering" changing the packaging for BR discs, but that that was just something he "heard floating around."
Marc , March 18, 2009
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I can't believe this!! I just got a new blue ray player a while ago and upgraded to blue ray on netflix, so far 7 for 8 have been racked and most of the replacements as well. I thought I was the only one then I started to realize it can't just be me and found this thread!! Incredible!
john , March 25, 2009 | url
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8 out of 16 Netflix Blue Ray disks with the small crack in Seattle. I have had great service from Netflix until switching to Blue Ray. I like the format and the quality when the disk play properly. I would like to see a better mailer, even at an increased cost. Netflix is letting us down hard. I do not believe the problem is regional.
Hal , March 25, 2009
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Just got the email from Netflix stating that the Blu-Ray option is going from $1 per month to $2 per month.

I immediately cancelled the Blu-Ray option. I had been hanging on to it with the hope that I could occasionally get lucky with a movie that I'd love to see in hi definition. So much for that plan.

Netflix, you really, really, really, really, REALLY suck at this.
RodP , March 30, 2009
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Netflix has already levied a $1 surcharge for Blu-ray users which was fair, acceptable, and happily paid to help bolster the BD library. We are told that the increase is to supplement the cost of increasing the library which might have been believeable but my experience with 100% BD breakage of almost 20 Blu-ray discs in the past 4 weeks casts serious doubt on what appears more like an excuse than a reason. Also know that regular DVD are received unbroken.

Given that I have had 100% BD breakage I contacted USPS Consumer Affairs and found the breakage to be caused by Netflix permitting USPS to sort deliveries on the BDS (barcode delivery system) which it previously had not allowed, I find that an increase in BD surcharge to be unfair especially since the increase of breakage is the direct result of a decision made by Netflix. I emphasize that this discovery was made by my own communication with USPS consumer affairs department with no effort by Netflix whatsoever despite my providing contact info for the consumer affairs investigator I had been dealing with.

When calling Netflix to voice my displeasure over this rate increase I was told that Netflix is doing everything they can to address the breakage (not true) and if I am displeased I have the choice to discontinue BD service and return to regular DVD only. Netflix has said in essence, "accept the 300+% rate increase or get lost." If this is the customer service being provided to BD users who are mostly tech aficionados perhaps we should take our service elsewhere and see if Netflix tech stock stays as high as it has been. This kind of attitude should not be tolerated!

VOICE YOUR COMPLAINTS TO NETFLIX AND USPS.
DO NOT ACCEPT PASSING REPLACEMENT COSTS ONTO THE USER!!!

Netflix Customer Service (any number, all go to the same place)
1-866-716-0414
1-866-658-3609
1-888-638-3549

USPS Consumer Affairs Office Locator
http://www.usps.com/ncsc/locators/find-cam.html
Jon C , March 31, 2009
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Netflix has already levied a $1 surcharge for Blu-ray users which was fair, acceptable, and happily paid to help bolster the BD library. We are told that the increase is to supplement the cost of increasing the library which might have been believeable but my experience with 100% BD breakage of almost 20 Blu-ray discs in the past 4 weeks casts serious doubt on what appears more like an excuse than a reason. Also know that regular DVD are received unbroken.

Given that I have had 100% BD breakage I contacted USPS Consumer Affairs and found the breakage to be caused by Netflix permitting USPS to sort deliveries on the BDS (barcode delivery system) which it previously had not allowed, I find that an increase in BD surcharge to be unfair especially since the increase of breakage is the direct result of a decision made by Netflix. I emphasize that this discovery was made by my own communication with USPS consumer affairs department with no effort by Netflix whatsoever despite my providing contact info for the consumer affairs investigator I had been dealing with.

When calling Netflix to voice my displeasure over this rate increase I was told that Netflix is doing everything they can to address the breakage (not true) and if I am displeased I have the choice to discontinue BD service and return to regular DVD only. Netflix has said in essence, "accept the 300+% rate increase or get lost." If this is the customer service being provided to BD users who are mostly tech aficionados perhaps we should take our service elsewhere and see if Netflix tech stock stays as high as it has been. This kind of attitude should not be tolerated!

VOICE YOUR COMPLAINTS TO NETFLIX AND USPS.
DO NOT ACCEPT PASSING REPLACEMENT COSTS ONTO THE USER!!!

Netflix Customer Service (any number, all go to the same place)
1-866-716-0414
1-866-658-3609
1-888-638-3549

USPS Consumer Affairs Office Locator
http://www.usps.com/ncsc/locators/find-cam.html
Jon C , March 31, 2009
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Thanks for confirming my own experience, Jon C. I'm nothing short of stunned at their audacity -- to squeeze their customers for another buck, just so they don't have to expend any effort on changing how they ship their discs.

I say screw 'em. I'm not going to spend any more of my time giving Netflix free advice on how to run a business. I've already wasted a pile of money on them. Why follow that up with a pile of my time? As soon as a reasonable alternative for streaming is available to me, I'm ditching Netflix. Simple as that.

I bought into the Netflix Blu-Ray+streaming system with an LG Blu-Ray. I got lucky with a deep discount on the player at my local Fry's. I'm now going to be watching the market for an affordable way to get the same kind of streaming+renting service from another provider (with better customer service, of course - shouldn't be hard to find), and when I do, I'll sell the LG player and tell Netflix where they can shove their ridiculously horrible customer service.
RodP , April 02, 2009
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Having same exact problem, thought maybe our mailman was doing it. This seems like it just started too, within the last few weeks. I've been renting blurays from netflix since they started with blurays and never had a problem until now. Same small cracks. They need a better sleeve for them, like maybe hard plastic case.
jeff , April 06, 2009
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Another ditto at zipcode 97201.

I added bluray to my account a month ago and we received 2 non-broken discs and 5 broken. It was to the point where we never watching movies, because all the discs we received were cracked. So I called netflix support, who recommended that I contact the Postal Service to let them know the issue. The Postal Service took my statement, and I received a call the next day from my local office. They informed me that they already handle netflix discs on “delicate” mode, and that there is nothing further they can do.

We received 4 cracked copies of Nightmare Before Christmas before I removed bluray from the account. I would be happy to pay the $4 surcharge for bluray, but bluray access means I never watch movies! I'll add bluray back to my account if and when netflix starts using a new mailer to protect the more fragile discs.
Alex Ross , April 06, 2009 | url
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I too have reached the conclusion that the plastic that is being used by Blu-ray is more brittle. That is one reason why they are probably having to raise the rates because of the replacements. They should probably come up with a stiffer transport sleeve... whatever turns out to be a good compromise to lessen the overall cost.
Tom Barrett , April 08, 2009
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Of the three blu-ray disks I have received from Netflix every one of them have had a problem. The first two would freeze but I was able to skip around and finally get them to play. This last disk would not play. Right now I'm 0/3 and I'm not impressed. All of my purchased Blu-ray movies work great. I'm using a Sharp BD-HP50 player.
Chris Rust , April 10, 2009
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I just cancelled Netflix this evening. I was miffed about the price increase (again). My $6.99 plan I signed up for, for 1 at a time unlimited, was going to be $14 more than $13 after tax.

I was disappointed the very first Blu-Ray movie we rented (Prince Caspian) had this same problem. And the second, and third, not the fourth, but fifth and sixth.

In the 14 months I've had blu-ray, and the 12 I've had it with netflix, they've shipped out 6 discs to me with the rest being 'long wait' or the DVD coming instead, despite my preference. Needless to say, I was miffed.

No more.
Preston Gallwas , April 13, 2009 | url
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We the USPS have tried to get them to redo packaging since they started the business. Yes we used to hand sort them. Now they are getting near a million customers and we can't handle the handsorting anymore. Too much volume. We have to run everything using the most cost efficient process. Blockbuster changed their envelope and viola not as many problems. Don't call the USPS. Call Netflix.
DeeDee , April 17, 2009
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I work in a psotal processing plant. Running the dvds though the letter sorting machine is what Netflix is paying for. We are even instructed to not run returned edvds through the machines. The problem is with netflix's mailers. Switch to Blockbuster. Their envelopes are stronger and cause fewer problems on all ends
Amy , April 18, 2009
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I switched to BD nearly a year-and-a-half ago, which means probably 100-150 BDs passing through my hands in that time. I have NOT had a single cracked disc in that time. I use Panasonic and my distribution center is out of Tacoma in the Puget Sound area. This could all change tomorrow but for now, all is well.

Also going against the grain - I think Netflix is still a good value. I do wish they would pickup some of BD titles they passed on before the price increase, and would carry more copies of the popular titles, but for less than the price of buying one BD per month I get just about all I can eat.
Paul , April 20, 2009
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More than half of the blu-ray discs I get from Netflix are cracked around the outside edge, exactly as in the photo. I've never had one play in my PS3 that had even a hairline crack. I inspect them all now as soon as I get them, still just as bad. Sometimes I get 3 movies at once that are all bad, sometimes I get 3 and only one is bad, but usually out of a batch of 3, 2 of them are cracked.

I called Netflix months ago and they said they were aware of the issue and looking into a solution but for the time being they suspected that some postal hubs are processing the discs in some way they aren't supposed to (I guess they are using some machine when they shouldn't be?). The lady I spoke to was courteous and professional and left me thinking that a fix would be coming soon.

Anyways, still really annoying, especially with the blu-ray price hike. Netflix has been a pretty good company compared to others. I like that in the past the've lowered their prices two or three times (to stay competitive, but still, who else does that with such agility?).

Still, if they don't fix this soon enough, I'll be moving to the first supplier that can send me uncracked discs or just downgrading back to.. eek, DVDs.
jeff eoff , April 20, 2009
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netflix and the post office are having a little pissing contest over how to process the disks. I work for the post office and I see quite a few netflix mailing decimated by our machines. The outer red envelope is terrible for mailing, however netflix refuses to change and the post office refuses to run the disks on flat sorting machine which in the past has proved to be a better method for handling this mailing. The post offices stance is that netflix won't change thier envelope and they pay a letter rate so they are going to be run as letters. I was also told that netflix has stated that the number of damaged mailings is a small enough percent that they don't care about the damage. But it really irks me when the envelope face rips off during processing and we can't even deliver it to the customer. I am also a netflix customer and have luckily not had and mailings damaged, but unfortunately have had to send a few broken disks back for replacement.
zog , April 25, 2009
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Amy said: "Switch to Blockbuster. Their envelopes are stronger and cause fewer problems on all ends"

Having used both (and now a BB customer because of this issue), I wouldn't say that BB's envelopes are stronger.

As I posted earlier, it's not the strength of the envelope, it's the position of the disc IN the envelope. BB's envelopes position the disc in the middle. When the envelope is grabbed by the sorter, the sorter isn't touching the disc.

The same can't be said for Netflix. Those of you getting cracked Netflix discs, take a look at the envelope along the edge where the disc is. You'll notice a faint line on the outside of the envelope, about halfway up, where it's grabbed by the sorter. That's the cause of these cracks.

The disc has about 1/2" of play in the envelope. If you're lucky, it will sit towards the middle when it hits the sorter and won't crack. If it's on the outer edge, it cracks.

If they simply devised a low-tech method of keeping the disc towards the middle for BD's, they could avoid this issue with the current envelope.

Heck, if they printed the envelopes such that they'd run through the sorters in the opposite direction, paper-half first, they'd probably eliminate the problem.
Mark , April 30, 2009
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I didn't have any problems with Netflix until I started getting BD's. Out of the past 6 discs, all 6 have had the crack and I"ve had zero help from customer service. In fact, after the 3rd call, a customer service rep actually suggested that I just start getting BD's from Blockbuster and keep my dvd subscription through Netflix!! (no joke)

So the only solution Netflix has given me is to take my business to the competition. Excellent business plan!
kevin , May 09, 2009
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After receiving forty-two Blu-ray Discs from Netflix in perfect condition I started getting them with cracked edges. The problem started 4/24/'09 and I'm up to fourteen of the last nineteen. I report each to Netflix as damaged>cracked. I've given up trying to play them and send them back immediately upon opening and discovering the cracked edge, which is always under the leading edge of the mailer. Repeated calls to Netflix customer service and two to my local USPS worker who deals directly with the USPS automated machine processing facility for my area. My Netflix shipping facility is in San Bernardino, CA.
John Schuyler , May 16, 2009
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My Netflix shipping facility is also in San Bernardino, CA and I just subscribed to the BluRay for Netflix. So far all 3 I have received so far have had cracks. One was Slumdog Millionaire, plaed for about 50 minutes until no longer. One was Mall Cop, played for about 18 minutes and today was one for Planet Earth, which will not play at all. This really sucks and can't believe they are just letting it go like this. I supposed I will maybe switch to Blockbuster if they do not fix it soon, since then I could go down to the store and switch it out if needed.
Wesley , May 22, 2009
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Same issue 4 out of 6, Blue Ray ALL new titles out within the last month or so
Josh , May 25, 2009
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Have the same problem with many blu-ray titles. You also have to be careful when you return a disc and ask for a replacement. Do not send back the defective disc until you have received the replacement. I marked a couple of discs when I suspected I was getting the same disc returned each time .... and I was!

I'm switching to Blockbuster, but that may or may not be the cure, we will see.
Michael , May 28, 2009
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Update to my 5/16/'09 comment: As of today I'm at 44 of my last 58 Netflix Blu-ray Disc ships with cracked edges. I've lately been marking the label side with a Sharpie, no resends even though I sometimes go through five copies to get a good one. I live in Sun City, CA.
John Schuyler , June 25, 2009
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Wow, it's amazing this problem has been going on for over 2 years. I loved netflix until I got a Blu Ray player last Thanksgiving and got something like 13 out of 19 BR discs with this damage. I had to order Iron Man 5 times until I got a good one. I called netflix customer service twice. Both times I got "never heard of this before but that does seem excessive" and the second time I got the same. I said that was BS because it's easy to find blogs like these. I asked for a supervisor and was told it was the postal service's fault and netflix would not give me any sort of credit. I quit my subscription and switched to blockbuster. Zero problems on the BR discs, but mailing is slower and selection is less, although I like being able to drop by the local store and swapping for the latest releases on the shelf, or paying $1.99 per rental after my monthly alottment of trade-ins runs out. Part of me wants to have netflix too though for the non-BR discs, but I have yet to take that step.
Jason , June 25, 2009
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I just downgraded my plan to the bare minimum to retain unlimited streaming on my Roku…3 out 6 cracked disked is enough for me to get the message…Heading on over to http://www.blockbuster.com/ to signup…For me it's the blatant disregard Netflix has for my time.
Net55 , July 01, 2009
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Dear Net55,

We've switched you over to the 1 DVD out at-a-time (Unlimited) plan at $8.99 plus tax. This change will start on 07/19/2009.

-Your friends at Netflix

My reply...

"Your friends at Netflix"…My 'friends" don't waste my time easily fixed cracked BluRay disk!
Net55 , July 01, 2009
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Update: got my first 3 Blockbuster Blu-Rays, all 3 worked fine no cracks!

Got 2 more Netflix Blu-Rays, both cracked.

It looks like BlockBuster just has a better envelope.
Net55 , July 08, 2009
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Ditto from 12538. Six of the 20 BR discs I've rented since December 2008 have had the scratch and been unplayable.
Bob , July 08, 2009
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Make that 7 of 20. Just got the replacement for #6 and it too has the same small crack on the outside edge and will not play. Time to check out BlockBuster I think.
Bob , July 10, 2009
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Now 8 of 20 and 4 consecutive. Sigh. Definitely quitting Netflix when my current month is up. Anyone want to buy a RoKu box?
Bob , July 14, 2009
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I'm done whining about my Netflix Blu-ray Disc cracked edge problem, it's fixed!(See my post on 6/24/'09 for a description of how bad my Netflix cracked edge Blu-ray Disc problem was.)

Here're my tips on handling the Netflix Blu-ray Disc problem:

1) Report all cracked edge Blu-ray Discs! Queue>Report Problem>Damaged shipment>Cracked. This provides a) a record for a billing adjustment claim, b) a way for Netflix to discover your problem, c) a record for discussing your problem with Netflix and the USPS.

2) Check where the edge crack is related to the mailer. Open your mailers keeping the disc orientation in line and take note that the cracked edge is always in the middle of the leading edge of the mailers(opposite the 'floppy' end.) This provides a) evidence it's an USPS machine processing problem(cuts through backtalk when speaking with Netflix customer service and the USPS,) b) evidence they're not resending cracked edge discs.

3) After your problem is obvious, go over to the Netflix Facebook space and whine(include your city/state/zip code.) If necessary repeat every couple of weeks until you get the attention of Netflix. http://www.facebook.com/netfli...topic=8210

John Schuyler , July 14, 2009
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How was it fixed, exactly?
Bob , July 15, 2009
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Switching to blockbuster didn't help; essentially the same problem. Every blu ray disk showing up cracked. Must be USPS. Switching back netflix, DVD only, for awhile to see if this gets sorted out. Golden, CO.
Jonathan , July 16, 2009
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Well for what its worth my first BlockBuster bluray arrived undamaged. Haven't left Netflix just yet, but will if things haven't improved before my next monthly re-up is due.
Bob , July 16, 2009
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Just got my 5th consecutive cracked bluray. I called Netflix. Bottom line is they said blurays are more fragile and there's really nothing they can do but offer me a one-time discount on next month's bill. Based on my experience to date the odds that I will still be a customer by then are not very good, but I put in for yet-another-replacement disc (which should be here tomorrow).
Bob , July 16, 2009
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Bob, I see Netflix's high level troubleshooter(Ms G___) is attempting to contact you at the Netflix Facebook space(see my post above for a link.) Once you have spoken with her be assured you will stop receiving cracked edge discs! She is not customer service, and has power to pull any and all strings. Even if she got the local Netflix liason into the USPS automated(machine) processing today it may take a week or two, hang in there!
John Schuyler , July 17, 2009
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I'm not happy to hear this is happening but I'm happy to hear that we weren't just unlucky or something. We've gotten quite a few that wouldn't play. I didn't see any noticeable cracks, nor have we kept an accurate count but this definitely sounds like a problem that the makers of Blu-Ray, Netflix and the shipping companies should put their heads together to figure out. They're certainly giving us cause to reconsider the hi-quality value that blu-ray has to offer versus the probability of getting to even view that quality. Not so sure anymore that the blu-ray player is worth the amount we paid for it if we cannot use it in the manner that we would like to enjoy it. Regardless of which company is to blame, there CLEARLY is a problem that should be addressed and hopefully resolved, Unless and until it is resolved I certainly intend to warn as many as I can about the hazards they could face with blu-ray. Thank you to all who've voiced your problems.
Gordon , July 21, 2009
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I used to have the same problem with netflix about 3/4 of all the blu rays i received were cracked, but the last ten i have received are fine but the disc look and feel different like they put a protective coating on them or something but whatever they have done it worked.
will , July 22, 2009
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Same problem as the above. Just upgraded to Netflix Blu-Rays a month ago. THought it was me. Mailed back Tropic Thunder like 3 times before I got a good one, and I just received the Watchmen the day or two after it's release and it arrived cracked. I complained to customer service so they can now have a record
Finster , July 26, 2009
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I just bought a Sharp LCD with the BD player built in and the purchased BDs play just fine and standard discs play just fine but the NetFlix BD discs will not load.
Tonight I will check a netflix BD I have at home for the "crack". Any one with loading problems?
Rob , July 28, 2009
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Same problem here with 100% failure for the last two weeks. Yes, unbelievable EVERY BD DISK had a crack or two and either will not at all or will give en error toward the end of the movie. (Discs read from the center outright). NetFlix need to change the sleeve of for the BD discs that are less flexible. This ordeal was very frustrating for my wife, and now does not want the Blu-ray anymore (which I worked hard to convince her to get) What a bummer!!!!
David , July 29, 2009
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I have had Netflix for several years. When I started receiving cracked BD disks, I reduced NF plan to 1 DVD out at a time and joined blockbuster. I had not had 1 cracked/unplayable disk from BB in over 5 months. I find it hard to believe on comment above about someone having the same problem with cracked BD from BB. BB envelopes are by far more superior then NF. Over all I prefer Neflix because of streaming movies.
Dan , August 05, 2009
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I have been with Netflix for 6 weeks. They have sent me 45 discs, 16 of which were cracked. The cracks are all the same size in the same place and clearly are a result of going thru the mailing machines. Netflix gave me a month free - nice - but still its a pain to have 33% of all discs turn up unplayable. I'm in Chicago
Herb , August 16, 2009
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i recently moved from victoria to round rock tx
in victoria, never had a problem
now that were in round rock for 2 months, weve gotten 12 discs, 9 of them had a crack
im starting to wonder when theyre going to send me a dirty mail accusing me of breaking them all
lol
Eliot Graeme , August 19, 2009
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Don't you just love it when you are ten minutes from the end of a suspenseful movie and wham.! ..it freezes due to a crack.
If Netflix management is aware of this issue and they are not worried about customer satisfaction, then I say it is time to move to someone who cares.
Power to the numbers!!
Houston
Sherri , August 21, 2009
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I joined Netflix again last week. In the past on dvd I rarely had any issues. I got my first 3 Blu-rays and only one had a playback issue, I sent them back on the same day and received my next 3. The first one stopped 10 minutes from the end, so I took it out and noticed the small crack on the outside. I put in the next month, same exact situation but I thought it was a DRM issue cause it was slow loading, but again stopped almost at the end and I saw the crack. So I got out my 3rd movie, the crack was in the same place only large and wouldn't even pay. I am so sad. Something should be done about this. What a waste of product. 2 of 3 movies were just released last week.
Chad Cronin , September 04, 2009 | url
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Me too... just had 6 cracked discs in a row for me this week. So far it has been 50% on my blu-ray rentals... It looks like I'm not alone.
Smokey , September 13, 2009
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I had the same problem with Netflix for a few months. When I called to complain, Netflex customer service told me it was more than likely the postal office handling my mail that was feeding the disc into the sorter wrong
Ty-Man , September 16, 2009
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However after switching to Blockbuster I haven't encountered the cracked Blu Ray problem yet. I know this is do to their reinforced sleeves that the discs are shipped in. Maybe Netflix should invest in tougher packaging that would eliminate their loss from damaged products and customers switching to Blockbuster.
Ty-Man , September 16, 2009
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i've had 4 out of 6 bad blu-rays. rarely had problems in years of dvds, but 2/3 fail with blu-ray. called netflix and the rep acted like this was the first time it ever happened. will give netflix another week and then cancel if they still have problems with them getting damaged in the mail and stick with a local store. only got netflix again for blu-ray, but it's bs blaming USPS when never had problem with their handling of dvds. obviously blu-rays are more fragile so they need to either get better packaging or get blu-ray manufacturers to use a better process.
joe , September 23, 2009
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Get away from Netflix! I had so many unplayable blu-ray discs from them. I began to believe my player was at fault but it was not so. I have now rented about forty or so blu-ray discs from Blockbuster (both on line and from the store) and have not had one single issue. Out of the many, many discs I received from Netflix I had probably two that worked fine.

Problem with Netflix is they have their heads buried deep in the sand and are, for some inexplicable reason, ignoring this issue while watching their customer's migrating to Blockbuster. Idiots.
Michael , September 23, 2009
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I was unaware of this issue until I popped in a cracked blu ray from Netflix and it made the most horrible grinding noise in my player. Now, the player won't play anything at all, even my favorites that used to play fine.

Thanks Netflix for breaking a $700 blu ray player.
beaufort , October 05, 2009
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I've recently had a 100% failure rate on Netflix Blu-ray Service. The small fracture experienced on the outer edge of the disc is identical to the photos shown on this site. Customer Service was entirely understanding ("this is costly for us both in terms of damaged discs and lost customers"), responsive ("we'll refund you for the lost service"), and committed ("we are working on a solution") to the issue.

Having fired (2) employees and dumped my girlfriend this week, I'm not about to also leave NetFlix. I'm pretty loyal (they invented the concept of movies by mail via Internet) and would like to see them resolve this before joining Blockbuster. I'm also practical, so if it doesn't happen soon, I'll be 86'ing Netflix DVD service for Blockbuster Blu-ray service.

I'm not a NetFlix insider nor a shareholder, but if someone from NetFlix is monitoring this blog, I'd be happy to test a new mailing package!

Cheers - Ryan (LES Manhattan)
Ryan , October 10, 2009
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I really liked Netflix but changed to BB because of the cracked disc problem. I Have received 2 of my 5 BluRay discs cracked from BB. BB service is really bad. Took them 2 weeks to process my first 2 returns. Going back to NF
K.J. , November 13, 2009
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I don't believe it is the sleeve. I left Netflix a month or so ago when I received Slumdog three consecutive times with the same crack. If it were the sleeve, I do not think the cracks would be a seemingly identical as they are. The crack could occur anywhere in transit from Netflix to you mailbox. The crack have to be caused by something that is done to every single disc. Here is my theory: First, I assume that the netflix warehouse is mostly automated. I cannot imagine that they could stay in business with the tens of thousands of employees it would take to open, scan, pick, and stuff all the envelopes they send out. So, I think they have robots (for lack or a better term) that process shipping and returns. I am sure they have some humans who provide random quality control checks but not that many. If you compare a DVD to a Bluray, you will notice the Bluray is thicker slightly. It is my theory that the "picker" robot that pulls the title from inventory is calibrated for the thinner DVD. When it grabs a Bluray it "pinches" too hard thus causing the crack. I called Netflix customer service and explained my theory, hoping netflix would be able to correct the problem. I too was a loyal 7 year customer. Reading this blog, I see that netflix has done nothing except charge more money. I have had blockbuster for a few months and while their selection of Blurays (especially tv series) is weak, I have not recieved a cracked disc yet. I will, however, run back to netflix if they fix the problem. (with out charging the customer for it)
Josiah , November 21, 2009 | url
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I think if they made the Blu Ray sleeve the same material as the one you get in the mail for streaming Netflix to your PS3, that would be a more sturdy material, since the other sleeves are so soft, they can crack the edges.

They could even make a birthday card type sleeve and that might be more durable. Kind of a plastic paper, like what you find on business cards.
GameLinx , November 23, 2009 | url
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Just started receiving Bluray discs from Netflix a week ago... 4 out of 5 discs were cracked on the edge and unplayable so far.... looking for the third replacement of one disc to show up today. Hard to believe that Netflix has let the problem go on this long.
Chris , December 01, 2009
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This problem has been occurring for me almost as long this thread has exsisted. In fact I got maybe 2 out of 20 or 30 blurays without a crack, and those didn't play all the way through. is there ANY HOPE for a fix? I strongly believe it is the DVD being placed in the edge of the envelope. I switched to blockbuster recently, and their blurays ship in the middle of the envelope..not one cracked one yet, however i would switch back to netflix in a heartbeat, as BBs selection and service isnt as good.
jonathan , December 03, 2009
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When will Netflix fix this problem? Why are we paying more for Blu-Ray when they ALWAYS come cracked? 100% of mine have been cracked. This sucks.
dave h , December 12, 2009
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same problem - 8 of lat 10 cracked. Cost me lots since I bought a new blu-ray player (thinking that was the problem) before i started noticing the cracks.
dw , December 12, 2009
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Interesting. We have seen quite a few bad bluray disks from Netflix and so out of curiosity I did a search to see if anybody else has. Well, wow...

We've been on the Netflix bluray plan for about a year and have had lots of bad disks. I haven't kept accurate numbers, but my guess is half the disks had some kind of problem. I sometimes wonder if Netflix is hoping everyone will migrate to Watch Instantly so that they can get rid of disks entirely.
Paul M , December 21, 2009
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wow i was about THAT close to buying a new drive. between netflix's shitty blu rays and cyberlinks shitty blu ray media software im about TO NEVER EVER BUY A SONY PLAYSTATION 3!!! HEAR THAT SONY FUCK YOU!!!!!!!!!1
yefrem , December 23, 2009
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I just called Netflix again, I received 4 blue ray movies, 3 were replacements and one was new. Well 2 of the replacements and the new were cracked. The same crack that is displayed above. I have been a Netflx customer for over 1 year and I really liked them until I became a Blue Ray customer. Nine out of every 10 are cracked and keep complaining and resending them. I'm thinking about cancelling my blue ray option.
bobl , January 03, 2010 | url
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Received BRD Taken the other day, same type of crack and it froze about 2/3 through the flick. Have had the freeze/lock-up issue before but, did not
look for the crack and instead blamed my Samsung. This disk would not play on my LG Blu-Ray player on my PC either
JPS , January 09, 2010
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Footnote to my post above. Check out this link from an article dated April of 2009.

http://www.afterdawn.com/news/archive/17670.cfm

True to their corporate BS form, Netflix is actually telling customers to complain to their post office for the damaged disks? How is it the Post Office's problem that their packaging is not adequate enough to protect the disk. Since this has been going on for over two years it would lead one to believe that Netflix does not care. I have disabled my blu-ray option for now, as it is not worth the frustration. I am seriously looking at Blockbuster, as they don't charge extra for Blu-Ray rental.
JPS , January 09, 2010
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For what its worth I quite Netflix over this last Summer and (regretfully) joined BlockBuster (whose website, selection and shipping times are not as good as Netflix) and have not had a single cracked BluRay since. The BlockBuster shipping envelope, which forces the disc to remain in the center of the envelope (and in particular, away from edges that postal sorting equipment grabs the envelopes at) is simply a superior design. That Netflix is too cheap to redesign their envelope speaks volumes about their commitment to delivering a quality service. Some brilliant MBA there undoubtedly ran a calculation that shows its cheaper for them to simply raise the BluRay tax to pay for the cracked discs and ignore the real problem. Of course that calculation might fall apart when more customers than they thought might leave over it, actually do, so if you have this problem, just leave and go to BlockBuster. You'll at least get discs that work (if not the discs you really wanted, as fast as you wanted them). Of course, it might all be pointless, since it is possible that the percentage of Netflix customers who care about BluRay is too small for it ever to matter enough to their bottom line for them to invest in fixing the problem. Sigh.
Bob , January 13, 2010
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Oh, and if by some miracle they do fix it, I'll rejoin in a heartbeat (since I can't use my RoKu box for Netflix anymore, sigh, but at least there's all the new MediaFly stuff, Twit, Rev3, etc. so its not a total loss).
Bob , January 13, 2010
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I too am one of the Netflix fans being forced to leave and go to Blockbuster. Since about September almost 100% of all Blu-ray disks come with a small crack on the outer edge, identicle to the one above. I have called netflix but all they do is say sorry we will send you a few free disks. Well crap its an unlimited account so what the frack does that help to send me more cracked disks? I don't want, or have a desire to receive damaged movie rentals. Fix the problem Netflix as this customer really likes your service and website design. But I wont pay a monthly fee for nothing but damaged disks. Sorry...... I would like to say thanks for ruining my movie night with my friends I had planned for later today, but BOTH movies Cloverfield and A Perfect Getaway are damaged.

Good buy
Rod , January 16, 2010
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Same issue since December 2009 so far more than 20 discs cracked and I'm growing tired. Called Customer Service and same drill, a free movie here, discount there, etc. Netflix must have a big reserve to be waisting these many discs, so I'll continue to order replacements and see if they get the picture and I'll keep calling them to refund me for the extra charges without being able to watch Blu-Ray. The only hope they said is that a Netflix employee will actually follow the mailing route of the post office (what little man inside the envelope?) to see where the problem is. Come on Netiflix!!!! Change the design of the envelope so these discs stop from getting damaged! We'll see how many more damaged blu-rays discs they can absored as losses and hopefully they will get the picture.
D , January 16, 2010
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Same story, Got two 'Taken' discs in row that were broken.

Netflix must know by now that this is serious issue.

Advice to everybody, as soon as you get disc, check it in.
Sr , January 25, 2010
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Same problem, just started Netflix for BD service. So far 2 out of 3 discs have been cracked. Right at the end of the movies. It's costing me more to have to go to blockbuster to rent the movies to see the ending than I pay for Netflix!
bentex , January 30, 2010
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Wow. Great to know this isn't just happening to me. Just got a BluRay and 5/6 Netflix disks freeze during the film. I suppose now it's not my player. I guess I'll have to go back to the video store. And I LOVE Netflix for DVDs. smilies/angry.gif
laru , February 09, 2010
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Same exact problem. Just called Netflix and they gave 50% my next bill, but they claimed it was news to them. Obviously, considering the almost 2 year list of complaints above (that are identical to my problem...4/6 garbled and crashed, almost always towards the end), they are BS'ing. Something needs to get done soon because they shouldn't be offering this service if they know they are sending out damaged merchandise the vast majority of the time. This has class action written all over it.
Ian , February 11, 2010
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I am canceling Netflix today and switching back to Blockbuster because of this issue. I cannot believe how much Netflix tries to sweep this under the rug. I have had to send back 10 Blu-Rays (every single one I have ordered) in a row with this issue and I haven't been offered any kind of compensation. If they didn't have instant streaming movies I don't know why anyone would choose Netflix. Their interface for finding movies sucks, they are slower shipping than Blockbuster in my area (West Michigan), and it costs more if you want to have Blu-Ray access ($10.99 for Netflix for unlimited 1 at a time and Blu Ray versus $8.99 for the same plan at Blockbuster).
Jon , February 12, 2010
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I just had this same exact problem. Third disc so far and second in a row right now!

At least I'm not the only one with this problem but still.....
Jmk , February 17, 2010
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Wow, I figured others had this problem. Would be helpful if people posted where they are located to see of there is any geographic correlation to shipping center or USPS office.

It has happened to me on and off for a couple years. However, since last November 75% of disks are unplayable. In the last month 98% are unplayable. I currently show 28 cracked disks in my queue (I have extras from customer service).

I have both a Pioneer Elite Bluray player and a PS3 - both with updated firmware. Neither will play these movies.

I think I will go look at Blockbusters offerings. If they are smart they will have an 'import your netflix queue' widget.

Michael
Michael , February 18, 2010
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Just found that Wired Magazine is looking into this...
http://www.wired.com/gadgetlab...blems-wi/

They want people to add their problems to a map they have posted at the site.
Michael , February 18, 2010
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Just joined Netflix. I am in week three. I am at a 30% cracked disc ratio so far.
My first month is free and it looks like it will be last month. Customer service did acknowledge the problem, but having read this blog I think I am
being played for a fool by Netflix. Almost a year ago a post was made that Netflix was working on the problem. I think the Hubble telescope was fixed in less time than that. Well where is the fix. It is obvious a more protective mailer for BR discs would solve the problem.
RW , March 02, 2010
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I have seen these posts about cracked blu-ray discs all over the internet. I have recieved 21 blu-rays to date in the mail and ALL 21 worked PERFECTLY! I am curious if I am just getting lucky, has netflix solved the problem, or will i be getting a batch of cracked blu-rays soon?

-Wes
Wes , March 02, 2010
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I finally decided to google this and sure enough this is a prime example of exactly what I am dealing with. They only have discounted 50% service plus ship out additional titles in my list. We I am on # 5 for Resident Evil BR. The other two additional titles in my list ALSO came cracked. I just asked if they would make a slightly stronger envelope to ship these and she said there are many reasons why the company is not going to change their envelope design. I thought to myself, how much is each BluRay title costing them? I would think the cost of one cracked disc would cover the cost of a years worth of mailing envelopes.

Wow, I think I might turn on my Blockbuster service again, never had the issue with them on BluRay titles.

I live in the Puyallup , WA area so maybe it is my Post Office. They phone rep did mention the areas that have most of the problems are ones that the Post Office uses their "sorting machines". A very slight change in design could fix this but I guess they have no plan on doing so. For such well designed website and good english speaking customer service I am suprised by this QC issue.
Dan , March 02, 2010
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First BluRay disc arrived two days ago. I was excited to try it on my new Sony HDTV and PS3. As everyone gathered to watch the message appeared... "error ... cannot be read/played". I was disappointed. I thought it was the PS3. So I bought another BluRay Player. Same message... "cannot be played". I take out the BluRay disc and am studying it and the small crack on the edge becomes visible. I search online what is going on with all this BluRay madness and find this. The BluRay is from Netflix. I'm returning it and reporting it as defective ... but have little hope after reading most of the posts here. Good luck to the next guy.
Daniel , March 08, 2010
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Guess I'm the "next guy". I had a Netflix membership for years (one of the first subscribers) and quit a few years ago due to lack of time to watch movies. Well, I signed up about a month ago for the free trial and upgraded to the Blu-ray. I've received 4 DVDs and 3 of the 4 were cracked and unplayable. It is a nuisance. After reading the posts here I can see Netflix is not interested in fixing the problem, so I will be cancelling the membership. Really sad they cannot address a relatively simple issue such as this. With the price of Blu-ray players dropping significantly, I expect more people will try this service and more people will be complaining. Will they hear it then? Doubtful. Should I try Blockbuster next or just go back to Pay-per-view on DirecTV?
Mary , March 09, 2010
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I just signed up for Netflix a month or so ago. I have received 7 blu-ray discs and last weekend I discovered my first one with a crack. It was actually two cracks - a small one near the outside edge like the picture above shows and a small one near the inside edge. I immediately reported it as damaged on the website and received the replacement today. I opened it up to inspect it and sure enough his one also has a crack. I was able to watch about the first 1/3 of the cracked one last weekend before it stopped working. I haven't tried the one yet that I got today. I wonder if it is possible that others have been cracked, but there wasn't enough damage to cause it to not work? I'm going to check every one I get now. Hopefully Netflix will fix this soon or I will be canceling my subscription.
Vince , March 09, 2010
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A followup to my post directly above this one. I tried the cracked disc I received today and it stopped playing in almost exactly the same spot as the first cracked disc. I reported it online and also called customer service. The customer service rep basically said that it is a problem they are aware of and they are working on a solution. SHe wouldn't say what the cause was. She just mentioned that blu-rays are thinner than regular dvd's and that maybe it was a shipping problem. She also said she would have a couple more discs in my queue shiped out without having to wait for me to return the damaged disc and the replacement that is on its way.
Vince , March 10, 2010
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I'm having the same problem with Netflix. 4 out of 4 discs were cracked. Netflix customer service suggested I switch from Blu-Ray to DVD. I guess I should just take my Blu-Ray back to the store? Netflix also said that when they identify the problem they work with the post office to correct the situation. They said that this is mainly a training issue at the post office and will take few weeks to fix the problem. I can't imagine I am the only one from my zip code with this problem. If it is true that they work with the post office why was this problem not remedied before. Netflix also advised me that they will not improve their packaging and they cannot guarantee that other Blu-Ray's wont have this problem.
Tatiana , March 14, 2010
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I have this problem too but not from Netlifx so it is probably a shipping issue. Blu-ray discs are not invincible after all....
Is there a special kit to repair broken Blu-ray discs (the one that really works)? One of my PS3 games has crack near the inner circle, at first it can be played quite well for at least 4 months, there were freezes but not many...but now my disc finally gave up and unplayable...smilies/cry.gif I don't think I can return it because I bought the disc from individual online seller and it has been 4 months and I tried to clean the disc myself using fluid and soft cloth to clean glasses' lenses..and damaged the disc even more....
Pran , March 14, 2010
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I'm another victim. Over the last 8 weeks, over 70% of my BluRay discs have arrived cracked. Netflix is "researching" the issue. They tell me its likely my local post office. However, I did some digging online and they may be right. Found a website that tracks complaints of this issue by state. In Illinois, only 11 complaints were logged. 3 of them from my small town of 10,000.

So far the first 4 copies of Dexter Season 3, Disc 1 on Blu-Ray have arrived damaged.

John , March 16, 2010 | url
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Hows this for a theory....netflix buys bulk defective disks at discount. Everyone wins right...except the consumer.
fakename , March 20, 2010
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i am a netflix employee... as an inspector, my UPH (units per hour [in-processed]) and CRUs (customer reported unplayables) are two main criteria that determine my eligibility to retain employment. unfortunately (for us), the increase in blu-ray rentals has rained upon us a wealth of "discrepancies" (ie: manufacturing flaws, cracks, and other misc. damages). ***i want to know what happens to my disks when they leave my work station***... my disks are flawless when they are passed through my final inspection (thanks to the fifteen+ years of service i have put in the *disk* industry); and, i average about 575 - 900 (depending on the type of work i have that shif) disks inspected per hour... i personally process an avg. of about 2200 dvds and blu-rays (+/-) per three hour shift, per week. about a third of our staff performs at this capacity, consistently every day :> i am also working with several of my superiors to revise our current processing/shipping/refurbishing methods, and criteria for inspection, based on the statistics at our very busy hub. {***blu-rays are *sensitive* ... and need to be treated as such by all parties involved in their travels***} i refuse to lose my job because of such an impractically fragile product... then again, streaming video may eventually make our business obsolete when people stop paying for *the unknown* in their mailbox... (not to mention the u.s.p.s. is currently trying to limit their service - *sigh*) ***i think i'm going to go outside and play some basketball before i catch some zzzs before my shift tonight...***
*magic eye* , March 30, 2010
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I have been off of the Net Flix-Blu-Ray addiction, since about mid-January 2010. Since I dropped the blu-ray option (see earlier post) I have not had a single problem with a DVD disk since then. It has truly been movie bliss! I would have dropped them like a hot potato, if it were not for their streaming video option. The dude above may me right, streaming HD may be the solution! Now I only buy movies that warrant viewing again, and again on Blu-Ray. Which, I can tell you is not very many!
JPS , April 14, 2010
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Same story. We were set to watch Smoking Aces 2 last night - ERROR. Yet another cracked disk. This is happening way too often to be acceptable. I sent A Perfect Getaway back 4 times, each replacement being damaged (one actually had a huge chunk missing from the protective layer quality control??), before I finally said forget it. Its frustrating to waste weeks going through return after return, hoping for a good disk. I can't believe they are charging extra to get blu-ray when I end up seeing far fewer movies because of their poor packaging.

Now that they have signed yet another delayed release deal with two more of the major studios I'm seriously questioning if its worth it to keep them. It seems their commitment to the customer continues to slide and yet their pricing remains. I wish RedBox would hurry up and start renting Blu-Rays. That's all I'm waiting for. smilies/angry.gif
Quaestor , April 16, 2010
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I too have had issues with cracked BluRay discs. I've only been with NetFlix since Jan. 2010. I'll admit I've received more cracked BluRay discs than I think is acceptable, but at the same time I realize that each home they go to and how they are handled in a postal atmosphere is quite abusive. The speed in which NetFlix get their movies queued and out to me is phenomenal. Heck, when I receive a damaged flick, I can't even report it damaged until the next day because I wasn't supposed to receive it until the next day. And after reading the post of earlier about the guy that works there and how many discs he inspects in a day, WOW, I can see how some can slip through the cracks (no pun intended...LOL).

The packaging should definitely be changed. Initially it will cost them BIG bucks to use sturdy materials, but in the the end they get a loyal following in an industry that is ever changing. I also think users should be responsible for returning discs in a well taken care of fashion. If the same user keeps returning the discs with peanut butter on them, then they should be penalized. We all know the post office doesn't filthy-up the discs.

I should also mention I LOVE NetFlix for their streaming flicks more than anything. I only watch discs when the family get together. I watch streaming everyday. Currently on Season 2 of Dexter.

CJ
CJ , April 18, 2010
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Hmm, and i thought my new blu-ray player just stunk. Star Trek locked up and skipped in two places, missed about 10 minutes. Ruined a movie I was looking forward to seeing.
proftrain , April 20, 2010
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I have had my PS3 for a couple of years now, and added Blu-ray to my Netflix account right away. I stuck with it when they increased the pricing if you wanted to keep Blu-ray discs.

I've gotten a handful of damaged discs in the years that I have been a member, both DVD and BRD. Tonight I opened the mailbox to find a copy of The Warriors on Blu-ray, and it has the small crack. This is the first time that I have noticed a small crack on a Blu-ray disc. I've received discs that have skipped and frozen up, discs that have been broken completely from the edge to the hub and discs that have been completely shattered. We'll see how this one does with the tiny edge crack. Regardless, I'll be letting Netflix know about the damaged disc.
MysteryD8 , April 29, 2010 | url
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Now that I've finished it, the disc still played fine. At an hour and a half long, there was one stutter, presumably from the crack, as the closing credits rolled.
MysteryD8 , April 29, 2010 | url
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I've wasted more than a month trying to get this resolved. I've been trying to get a watchable version of Frailty on Blu-Ray. The first disc was flawless except for the tiny crack it wasn't recognized as a Blu-Ray disc in my Media Center PC. I reported it through the web site. The second disc had the crack in a different location and there were some strange scratches. It also wouldn't play. I called to report it because I suspected that there might be a defective batch of movies. They offered to ship the next disc ("Moon") at the same time to compensate because I'm on the 1-disc-at-a-time plan. I still never had two discs at once...and "Moon" took a long time to arrive. The third disc had a barely-visible crack and also some strange scratches. My friend played it on his PS3 and it skipped ahead about 15 minutes at one point. On my HTPC, it locks up on a scene and won't play past it. I called again and wasn't offered any additional compensation. The fourth disc had strange scratches, but no crack. I was finally able to watch it through to the end.

I think I ended up with only 1 working Blu-Ray for the whole month ("Moon").
J. Evans Turner , May 01, 2010
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Shame on me for not reseaching this ahead of time. And a big apology to Sony for accusing them of making a subpar blu-ray player. So I just invested in a Vizio 55" LED LCD with wireless (Yeah), so I could stream Netflix movies directly into the TV. All works flawlessly. I excitedly signed up for my netlix subscription and of course added the blu-ray option for $2 more. I've now had 3 out of 5 bad disks. I didn't notice the crack however I didn't know to look until I read this blog. Not sure what I'm going to do at this point. I know I'll be looking closely at the next disk to arrive tomorrow. I'll also be writing the CEO of Netflix with a dressing down. I thought I was going crazy and wasting my time talking to Sony trying to trouble shoot this really gauls me when it's really Netflix to blame, even if it is the post off machine cracking them. Netflix should have addressed this immediately and redesigned the packaging or came up with new packaging for the Blu-rays. smilies/angry.gif
Wookums , May 10, 2010
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Experiencing the same issues also. Planet 51 was not recognized by the Sony BDP550... requested another one... same deal.. decided to get a different movie... i got The Hurt Locker... same deal.. I am now thinking if to cancel...... hmmmm...
V , June 07, 2010
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Holy crap, it's been THREE YEARS and Netflix still hasn't pulled their heads out of their asses and fixed this?
weaselspleen , June 08, 2010
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I had this same problem with Hellboy 2, Inglorious Basterds, and Up. These were the first three Blurays I ever recieved from Netflix and none of them would work, nor would the replacement discs. Bad deal. I had a Samsung Bluray player. I ended up selling it though when I bought a Playstation 3. I haven't tried out there Blurays on the PS3 yet, but I'm not going to bother with it anymore. DVDs are fine from Netflix... as irritating as the Bluray fiasco is, I use watch instantly so much that I couldn't cancel my membership. I work at a video rental store so I just rent Blurays from there.

However.. having said that.. you would think that a million dollar company such as Netflix would look into the reason why there Blurays are so easily defective. My theory is the damage occurs during shipping (Blurays are harder to scratch but the plastic is more fragile and they are more susceptible to being cracked). You would think some genius at head office would've thought to specially package the discs in maybe a cardboard envelope, as opposed to paper. It could possibly solve the problem.

carriedoe , June 14, 2010
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Glad I found this blog! Had this problem a week ago and again last night. Tried to play Night at the Museum II and my ps3 just sits there. Never tries to read the disc. Tried about 10x to get it to play and was worried my ps3 was dead.

GLAD MY PS3 IS OK. Upset that hasn't fixed this problem in 3 YEARS!

AM CONSIDERING JUST BREAKING THE DISCS THAT ARE DEFECTIVE BEFORE I RETURN THEM, SO I KNOW THEY ARE TOSSING THEM- NOT JUST THROWING THEM BACK IN THE PILE.
Stephen , June 17, 2010
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Thank goodness I found this blog. Now I have what I need to talk to netflix.
Mike Marshall , July 12, 2010
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I just got netflix for the main purpose of renting blu-rays. I have not had cracks like those described by the OP, but the first disc I got had several circumferential scratches on I and could not even be read by my blu-Ray player. The replacement disc they sent me had these same scratches, my player recognized the disc but could not play it.

Are people still having problems with discs cracked at the edges? It seems like netflix has changed their envelopes so that the disc stays in the middle, avoiding the automatic-sorter problem that was causing those cracks. But like I said, the discs I got still had Scratches on them, which is not even supposed to happen with BDs.

I think I will give it another month and if the problem persists, cancel the blu-Ray service. Unfortunately I can't completely cancel netflix because I love their Watch Instantly service and use it all the time.
Brian , July 16, 2010
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> It seems like Netflix has changed their envelopes ...

Can you post a picture of this "new" envelope? I quit NetFlix a year asgo because of a long string of cracked BluRay's vowing to never return unless/until they changed their envelope to try to mitigate the sorter damage. If you have proof of this new envelope, I may be willing to give it another go ...
Bob , July 24, 2010
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smilies/cry.gif Yep, I had the exact same problem. I love Netflix but paying $21.99 to wait on a couple sets of 3 replacement Blu Ray disc is not worth the money! So I cancelled the Blu Ray option. If Netflix has in fact changed their envelopes to better protect Blu Rays, I do want to do it again.

What really made me mad was that I had to call customer service in order to report the 3rd disk broken since it doesnt give you the broken option on the 3rd one.
Mike , August 03, 2010
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I am glad i came across this blog.
I had been netflix member for one yr. I had blu ray issues meaning they wont play or broken disc but netflix wont accept. In may 2010 i switched to dvd's but later this month I thought to give one more try with blu ray.
When i switched to blu ray i started getting broken disc. When i called them they sent replacement disc which was again broken. And again reporting the problem more replacement disc with bonus disc were sent to me. But for last two weeks i recieved 14 netflix discs. I have all 14 discs at my home ( including replacement and bonus discs) but unfortunately all are broken, 1/2 inch crack (full thickness at one edge) and none plays. So today i got fed up, took refund for this month cancelled my service and switched to blockbuster. I have read good reviews regarding blockbuster and with 5 bonus instore exchanges i dont have to worry about disc getting damaged while being shipped.
Rb , August 15, 2010
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The blu-rays I have been getting recently from Netflix only play for about 15 minutes and then my HP TouchSmart 600 freezes. I had a problem with blu-rays earlier but a firmware upgrade fixed the problem. Now I am having problems again. The last two were new movies that were just released.

I am going back and forth with Netflix and HP. HP is replacing my blu-ray player on Monday and I will be interested in seeing if the problem continues.

I haven't noticed the crack that so many people mention
Larry , September 10, 2010
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The damaged Star Trek blu-ray I just got didn't actually have a crack on it. There were three 1/2" visible lines on the foil in the disc. My guess is that some machinery impacted it, causing the foil to bend or crease slightly and making the damage faintly visible.

Since a lot of players need firmware updates to read later discs, I bet they just assume that a disc isn't actually damaged the first time it is reported and send it back out.
Jeffry Johnston , September 20, 2010 | url
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I am surprised that this blue ray problem with netflex has been going on for years and they are not doing anything about it...shame. I am thinking about stopping the service and going back to redbox
SF , October 28, 2010
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I would like to report a cracked disc that I just received. "Shall we Dance" - Am I supposed to return it at this time??
Beverly Christensen , November 27, 2010
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Thanks for all the posts, guys & gals. I've had two blu-ray disks in a row come to us cracked and now that I've read this blog I've decided to stop getting them from Netflix. DVDs look good enough anyway so it is not worth the risk of getting cracked disks. In fact, on my set up some times the BluRay quality is inferior to other movies in DVD (I have not had a chance to compare the same movie in both formats when I've seen the poor quality in the BluRay). I think some movies just don't use as good a technology to master their BluRay disks.

Anyway, I hope Netflix solves this problem, at which point I'll probably get BluRay from them again.
David , December 13, 2010
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I finally gave up on Netflix and BluRay after many discs that didn't work. Most did not appear cracked, but still didn't work. Some would never start, some started then "locked up" at some point during the movie. I was blaming it on my BluRay player's error correction, but apparently it is not unique to my Panasonic player.

It's a shame. One of the big reasons I bought the BluRay player was so I could watch movies in HD. The streaming works great, but it is still too limited in the titles offered.
Chris - IL , December 14, 2010
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Ever since I signed up for Netflix bluray subscription, about 60-70% of discs I receive are unplayable - usually due to the crack on the outer edge of the disc. I've had problems with these titles so far: The Covenant, Rush: Beyond the Lighted Stage, In The Shadow Of The Moon, and Harry Potter and the Chamber of Secrets. The RUSH DVD didn't have a crack, but what appeared to be a indention on the label side that made the data side "pooch out" and uneven which made the disc unbalanced and was really noisy spinning up in the drive. I have an LG BX-580 bluray player - it appears that other brands are having issues with Netflix BD rentals as well. I hope they figure it out soon - so far the replacement discs mailed to me have played without problems.
Chris , April 23, 2011
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I have been getting blu-rays from NF ever since they started offering them, I have yet to see a singele cracked disk. I sometimes get cracked DVDs [usually they are kiddie movies] but never blu-rays. Most blu-rays I get from NF are brand spanking new.
rajdude , May 20, 2011
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Sending disc back called It's Complicated....There is a crack in the center of the disc & will not play...please
replace with another disc. thanks..otherwise service has been great.
Linda Anderson , May 30, 2011 | url
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Ive received Book of Eli with same crack, requested another and the next book of eli had the same damn crack. If they hadnt already charged me for bluray for the current month id cancel. i cant be happier when my bill month comes to a close so i can drop bluray.

Bluray is scratch resistant but not crack resistant. watched some stress tests for dvds and blurays. the bluray didnt scratch easily but it immediately snapped in several pieces when bent slightly. The dvd in the test took some super bending and all it did was fold in half.
George , June 15, 2011
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This has got to be a blu-ray problem. I just had my ENTIRE fringe blu ray box set develope tiny edge cracks and now none of the disks are readable (7 of 7 disks including the bonus disk useless!)
OMG I hate blu-ray. I have never had problems like this with DVD.
Angelarch , October 19, 2011

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