Non-existant response to emails and phone calls
I have been ordering 4-disk DVD sets since 07/2024. For the most part, I have been VERY pleased with the overall quality of the sets and the price. Both the case, the internal artwork and the disk labels are very attractive, professional looking and of excellent quality Production and shipping time are excellent, as is their do-it-yourself system of customer handing of artwork and disk ISO files. I would give them a 5 Star except for ONE problem. A number of disks that I have received have had some type of sticky residue on the playing surface, making that part of the disk unplayable. I have been able to satisfactorily clean THAT with a soft cloth and rubbing alcohol. HOWEVER, other disks have had a permanent mar or surface damage, making that part of the disk permanently unplayable. The sets mentioned above were ones that were sent to me, I examined them, and forwarded them to the customer. MUCH more unfortunate, however, are the sets that are shipped directly to the customer. I recently had a set sent to Denmark, where 2 of the 4 disks were unplayable. I had to refund their money. NOW for my REAL complaint. ****** I have sent Trepstar two emails and a phone call (picked up by voice mail, of course) over the course of the last month, inquiring as to whether or not this problem is "business as usual". I have NOT had the courtesy of ANY response to either. Is THIS their idea of "customer service" ???? ================================== ================================= After unsuccessfully trying to reach the company today (12/3/25) at their alternate email of [ a1tech.com ], I placed another phone call. This was promptly returned by Patrick Trepanier (who informed me that he was the founder of the company). We had a long conversation, during the course of which it was verified that emails coming from me were NOT being received by the company. He also offered to credit my account for the cost of the last defective shipment to Denmark. It was a pleasant, helpful and productive conversation - and Patrick himself was very apologetic, concerned, helpful and responsive concerning the issue which I had presented. Thank you VERY much Patrick !!
By Al J.
Response from TrepStar· Nov 26, 2025
Hi, Thank you for your detailed feedback and for your continued business since July. We truly appreciate the many positive comments you shared about the quality of our cases, artwork, disc labels, production speed, and overall system. We are sorry since this is the first we are hearing from you. Our system (or something) is blocking the email. We do respond to voicemail but often try to reply by text message first. That must have not worked either and this is obviously very frustrating. We have not had any other complaints of sticky residue. My guess is that it might be some disc printing ink, or part of the packaging? We would have to see it to be sure. In normal cases, we ask for pictures or to have the product returned to us for a refund. We're sorry we seem to have missed you and I would be frustrated too if no one responded. Please try sending an email to an alternate email [email protected]. We could offer you some kind of discount or credit on your account.