It's up to you to make sure you send us a clean copy of your master for setup, or you use a clean copy and are very careful when you make the .iso file for your dvd, or the .gi file for your audio cd.
If you prepared the iso or gi files and uploaded them, or zipped up your mp3 or wav files, you need to upload it, then you should download them from the server, unzip them, and make a cd or dvd from those files. Then carefully test THAT fully because that's what we burn. We burn exactly what you give us.
We provide a free website to upload your project with a free credit limit so you can purchase a test copy without paying anything up front. When you receive that copy, you must test it in as many devices as possible. We do not finesse or modify or author content in any way. We copy what you give us so make sure you understand what you're giving us for duplication and manufacture.
* Here is an article on DVD Authoring
* Watch video about Audio CDs
* Watch video about preparing DVDs
* Reduce errors and save trouble by sending us a clean copy of your discs.
If you have customers that tell you their disc "wont play" or "has problem xxx", it may be a flaw in your original OR possibly, a manufacturing flaw, but that is quite rare.
Normally, manufacturing defects are rare. We burn each disc using computers and robots (fully automated) and after each burn, the computer does a "verify step" that reads every bit of the information again, and compares that to the original files. The disc is rejected and nothing is printed on the disc surface if any single bit is wrong. We throw those away. In some rare cases, the verify may make a mistake which happens in less than one out of every 1,500 discs made (based on data from our internal numbers). We do not offer refunds unless the customer clearly tells us exactly what's wrong, at which part of the disc and then they must send us the defective disc in the mail, so we can check it. We have found customers either don't know what they are doing, the disc was scratched or smudged by them and they did not clean it properly, the disc was authored (by you) improperly. We want the disc back so we can tell if it's truly an error, or just a scratch or smudge on the disc vs. a manufacturing error. If we find the error is truly with the disc, we will send a free replacement. Normally, to save you and your customer the hassle, you are free to simply order a new copy for your customer again. If you have many customers telling you they have problems, it's because your master was defective or not tested and compatible with the most common devices.
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