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Consumers of Indian DVDs are not aware of business practices of various merchants/ manufacturers. For example, I was un-aware that I could exchange a faulty DVD, that Boxer_Bhai mentioned in another thread. He did succeed in exchanging his faulty DVDs, where as others failed. Which shops will exchange your faulty DVD and what kind of proof do they require and who will pick up the postage, handling, customs etc is uncertain. Similarly, some web based DVD retailers have a certain price match policy and certain shipping method and charges. What are their practices and what is fair for us consumers to expect is all a variable.
It will be nice to debate these issues, and give DVD manufacturers, right holders and retailers a chance to explain their position in the form of e-mails instead of posting under assumed names.
Law may be one thing, whether it is enforceable is another thing. Hence it will be useful to know how to shop and what to expect.
To get this discussion rolling:
WEB SHOPPING:
The prices quoted on the web site are known to be that of the DVD, Shipping is extra, unless otherwise specified. It is expected, DVDs will be shipped within 24 hours if they are NOT listed as "OUT OF STOCK".
IF PRICE MATCH and further discount after price match is offered, it must be honored if we provide the evidence. This should apply at the moment of placing the order. Time lapsed offers may or may not be honored and are subject to retailers will. I don't expect promotional one day special to be honored afterwards. If you had bought same DVD earlier, at a higher price, it is for you to see if the terms of purchase allows returns and in what circumstances and at what terms. Who picks up the shipping cost?? If it is returnable, then we can buy the current lower priced deal and return the old DVD.
SHIPPING:
Shipping charges can be different on the mode of shipping and shipping destination. Shipping rates quoted on the web retailers are normally stated. If a faster delivery is required, one should be willing to pay for the additional cost. Also, time that it takes to deliver varies a lot. Even post office states a normal delivery time of 3 to 7 days for cities in the proximity although, normally it arrives within 2 days. Another cheaper and faster method is Intercity Bus Company parcel Service. At times I have ordered DVDs, from 400 KM away, in the evening (5 PM) and have picked them up next morning before 7 AM at a cost of aprox $13. There could be 30 DVDs in that parcel; not bad. Postal rates are more expansive (and also it takes 2-3 days), but are the same for much longer distances.
Customs, Oops, Revenue department is another factor. Legally there is no customs duty in US and Canada for items manufactured in either country, the way most Indian DVDs are. But they don't like it and every now and then the parcels get billed for Sales Tax related charges. Sales Tax is fair game and should be customer's responsibility, but the outrageous handling charge or fee is UNFAIR. Handling charge usually is more than the cost of the DVDs. I don't think it is legal for any retailer to charge extra for collecting Sales Tax, then why does Revenue dept get away with it??
CREDIT CARD PAYMENT:
In the past, when on trip, I have tried shopping from main line stores, using my credit card and getting the order shipped to where I was staying. It was never accepted as the merchants always told me that the goods can be shipped only to the address of the Credit Card Holder's home. We should be aware of this. If you know the merchant personally, this condition may be waived, but it is at merchant's discretion.
CUSTOMER RELATIONS:
This is up to the merchants on what kind of customer relations they want to maintain to encourage customer base and sales. Just like prices, they should compete in this department too.
By far, the best, customer relation incident has to be the one when EROS replaced TAAL DVDs even if you had pirate disc. Too bad, it was good for US customers only.
Who pays for the postage etc, also depends on merchant. Another experience I had was for a Hollywood DVD. I went to HMV with a DVD that I had bought 2 yrs ago (was still in their inventory). I told them that I don't like this movie, and I don't have the receipt. Still, they gladly allowed me to pick any other DVD and pay the difference. The worst has to be my experience with Indian DVD retailers, when I bought my first DVD. When I found out that they were pirates, I wanted to return them. Their response was, "you should have known". Needless to say, I never went to that retailer again.
We can't force a merchant to have certain prices and certain level of customer relations, but we can always share our experiences and make the merchants compete.
IF YOU DON'T HAVE THE RECEIPT:
I wonder what can be done if the DVD turns out to be defective. First option is to return it to the retailer you bought it from. Legally they have to if it is within reasonable period. But, what if you didn't get or didn’t save the receipt??. In my opinion, if you can find out who manufactured the DVD, or who distributed the DVD, from info on the DVD cover, or from markings on the disc, then you shouldn't need the receipt for Faulty product. I don't know how you can enforce it. It's not worthwhile to sue them for just $10 or so. Boxer_Bhai mentioned, it can be exchanged. You can try. It will be nice to get e-mail responses from various DVD manufacturers, DVD rights holders, DVD retailers etc regarding their policy.
What do you think? If there is consensus, may be we can summarize these dos, don'ts, expectations and e-mail responses for the Indian DVD buyers.
Rana
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