Hello Everyone:

I decided to do a little follow-up work on the "Up" clusterflop since hearing about the lack of captions being available on rental versions versus retail versions.

I first called the studio number that I was able to obtain thru WhitePages for the Burbank offices (818-553-5000), and the woman who answered, when I explained why I was calling, said "All the movies are captioned". When I explained that, no, this one wasn't available with captioning on the rental version (I verified it myself), she proceeded to say "Well, don't you have to have some kinda special device to enable captions? You sure you checked to make sure how to turn them on?" After a couple of minutes of back and forth like this, she then proceeds to transfer me to 1-888-257-9100 for the "movie people" (go figure, thought I was talking to them already). Someone answered at that number, and I went through my explanation again. The lady was very nice and apologetic as she explained she needed to "check up on the details of that first".

After a couple minutes, she then gets back on the line with me and proceeds to tell me that the decision to not offer captions or subtitles on the rental version was a "marketing decision" because subtitles and captions are considered "special features", but if I wanted to enjoy captions, I could buy a retail version. I explained that I thought it was a stupid marketing decision because it basically forces the deaf or hard of hearing or anyone else who wants captions to spend 20 bucks on a movie that anyone else can rent for a dollar at Redbox, and it was profiteering off the backs of those who have a hearing loss. I then asked what number I needed to call to log a complaint, and the woman tells me that she understood my situation, that she "has someone in her home too who would like to see captions" and that she doesn't agree with the decision either. She then says she will transfer me to her supervisor so I can do so. After a couple minutes, she gets back on the line and gives me yet another number to call to lodge my complaint, apparently the supervisor wanted no part of the conversation.

So off I go on another phone call. This one to the marketing people at 1-800-723-4763. I explained yet again why I was calling to complain. The person said "Yes, it was a marketing decision, but we are now reviewing that decision. May I have your email address and name please, so we can contact you after the review?"

So the voices are WORKING! Call this last number I listed, and let them know you are unhappy being treated differently by being forced to buy a retail version just so you can enjoy a captioned movie in your own home! Be prepared to give your name and an email address for them to contact you back at. The more people they hear from, the more likely we will be to effect true change!

Pass this number along, again, it is 1-800-723-4763. Call, have your friends call, family, whatever. Tell them their "marketing decision" was a profound FLOP, and that you want your captions.