Rounded D-Shape Tin CD Case Clear Tray Solution

THE FIX IS IN
Below is the long version of the details regarding the problem and solutions associated with two new tin case styles.

Affected Products
1. Tin CD/DVD Case Round D-Shape with Window Clear Tray
Model JCT20120 (manufactured August of 2013)
2. Tin CD/DVD Case Round D-Shape no Window Clear Tray
Model JCT20020 (manufactured August of 2013)

History
Ever since we started selling our line of tin CD and DVD cases, the most common request has been if we could offer different color trays.  Late last year (2012), we took up this issue with our manufacturer.  After some discussion, they told us they would be able to produce trays in clear that were currently in light blue.  Due to the mold being used, black was not a possibility.  In May of this year (2013) we took this new tray color option to the people (you - our valued customers).  The "Great Tin Survey" showed that an overwhelming number wanted the to have a "clear" option.

Since it was official that we would roll out at least a few models with a clear tray, we thought it might be a good time to kill two birds with one stone.  What's the other bird?  It is the one that comes from another common customer request: "Can you offer the round style tin with a tray that holds more than one disc like the square and DVD cases?"  The answer had always been: "We're sorry, but not at this time."  The reason is that the trays for the round and D-Shape models hold the disc on the edge rather than on a hub in the center.  At the time, the center hub was only available in the square and DVD styles.

A new mold was created to support the style & color changes, samples were produced and images were sent to us for review.  By then, it was July.  With a production lead time of 35 days, 3 weeks on a boat plus unknown time in customs, we had to decide fast .  Furthermore, production time was increasing daily due to the summer months being their busiest time of year.  With our overall tin case supply running low, we gave the go ahead without ever having samples in hand.  We also knew that if we received the samples and rejected them, it would take another 10 days to 2 weeks for them to create a new mold and get us new samples to evaluate.

By the middle of August, our order was somewhere in the Pacific and arrived the 2nd week of September.

The Problem
Immediately after receiving the order,  we tested out the new style clear trays.  It was quite disappointing.  It was also our fault.  We approved the new style without ever having it in hand.  The problem was that removal of the discs was not easy.  If the user inserts the disc(s) so they lay flat at the bottom, there is very little space to get a finger in to remove them.

This is not an issue for the square and DVD styles for two reasons:
1. There are four areas around the disc to place a finger configured in the mold of the tray.
2. Around the bottom of the hub are risers that prevent the disc from hitting the tray bottom.

Had we seen the samples, we could have implemented #2 (from above).  However, space limitations would not have allowed for #1.  We might have also decided to abort the style change (bird #2).  Since we had already been dealt our cards, we needed to figure out how to proceed.

The above image illustrates how differences in case shape can affect the ability to use a finger for disc removal. The left is the JCT20120 - Tin CD/DVD Case Round D-Shape w/ Window Clear Tray. The right shows the JCT10120 - Tin CD/DVD Case Square Style w/ Window Clear Tray. Click to enlarge (opens new window).

Initial Solutions
The first idea was to order the old style trays in clear.  We would include them with orders of the affected cases allowing the customer to decide on his/her own what to do. Unfortunately, the cost to do this would have added 35 - 55 cents per case.  This would have solved the problem, but would have caused a new one. The cases would not have sold at prices substantially higher than even the DVD style tins. Furthermore, the lead time for additional trays would have been in the two month range.

Without a plan to completely fix the problem, we decided to put them up for sale as is.   Obviously, we were not going to sell these as if there was nothing wrong.  We had to make sure people knew what to expect.  On the product pages for the two models, we included a message in italics explaining the situation and advised against storing more than one disc.  For a month, this seemed to work.  They sold slowly at first, but soon started picking up speed. All was well through the rest of September.  Sales were increasing without a single complaint.

The Email
That all ended on October 2nd, when we received an email with the first (and only) complaint regarding the trays. After 3 weeks and nearly 3,000 cases sold, we had an unhappy customer.  We take all comments and complaints very seriously.  We also realize that if one person has a particular complaint, then many others feel the same way.  Below is the complete email exchange - all names have been removed to protect the innocent.

CUSTOMER
I have been ordering tin cd cases from you guys for 3 years almost and this is the first time they have arrived with different plastic trays. These new trays are very difficult to get discs out of and although I have  to use a few this week b/c I have clients waiting I feel bad sending them to my future clients that way. Is there any way to get the original trays that you had in them previously?

AMDIG
We are very sorry about the trouble you are experiencing with the cases you recently ordered.  These are the ones with the clear tray that do in fact have a different mold from the blue tray style.  We made note of this style change and warned that it might be difficult to use at first.  One thing not mentioned is that the disc should be inserted just enough to hold it in place.  Pressing down on it should be avoided.  By inserting as suggested, it will allow the user to gently press on one of the sides to lift the other for easy removal.  If possible, please give this method a try. If this is still a problem we can certainly make an exchange for the ones with the blue tray.

CUSTOMER
OK, I had never had to read the fine print on these before, so it's my mistake. Like I said I already sent a few out b/c I had too, so guess I'll just keep this batch, but definitely not as happy with these inserts. It helps to know the half-way trick.

AMDIG
Again, we are very sorry about the change in the mold shape of the trays.  We never intended to put valued customers in the position of feeling that they have to read fine print or that they need to implement tricks to properly use any of our cases.  We tried to be upfront on the product page and hoped people would take notice since this was a new model.

Obviously we were mistaken.  You are this first person to point this out.  However, we realize that for one person who takes the time and effort to express displeasure, there are at least nine others who feel the same way.  We are very grateful for your feedback.

That said, we will take the following steps to address this problem:
1. We will modify the product description to be clearer than it is now. This will be done sometime this week.
2. We will attempt to find a rubber gasket (preferably in clear) to fit around the hub.  This will prevent the user from pushing the disc(s) all the way down to the tray bottom and allow him/her to easily push one side down to lift out the media from the other side.  We will start looking ASAP, but cannot predict if or when we have these.
3. Subsequent factory orders will include the old mold in clear.  Depending on feedback, we will consider eliminating the new mold.  This will be well into next year as we do not place factory orders very often.  The last batch arrived about 3 weeks ago.

As for the cases you now have, we are more than happy to take back what's left and either swap them for the ones with the blue tray and old mold or issue a credit to your credit card.  You can also hold on to what you have and wait and see if we are able to track down an acceptable gasket. Should that happen, you will be the first person we send them to.

         
Click either image above for screenshots of what the descriptions changed to after the email. NOTE: a new window will appear.

Following our last reply, we expanded the section in italics to be more detailed than before.  We also added a section in red at the top of the page directing people below, reminding them of the old style tray (with a link) and a link to order a sample.

Short Term Solution
               
The left image shows the two O-Rings that will be included with all the affected cases. The center image shows the small O-Ring the tray. The right image shows the large O-Ring in the tray. Click any image for a closer look (a new window will appear).

We were able to track down O-Rings (incorrectly referred to as gaskets in the above email thread) in two sizes to fit around the hub.  The smaller size will allow enough space for two discs and the larger will fit just one disc.  Using either size will make removal a seamless process - as it should be.  Unfortunately, we could not find the O-Rings in clear.  Black is the only color available.  However, when a disc is in place, it is barely visible.  We already mailed the customer who emailed us O-Rings in both sizes.  Moving forward, all orders will include both sizes.  We view this as a short term solution. For a brief tutorial on how to use the O-Rings, go to our page on Using O-Rings in Rounded D-Shape Tin CD Cases with Clear Tray.

         
The left image shows how the small O-Ring will look inside the case with 2 discs inserted. The right image shows how the large O-Ring will look inside the case with one disc inserted. Click any image for a closer look (a new window will appear).

WARNING: Keep the O-Rings and all other small objects away from small children and pets.

Long Term Solution
In the long term we will implement overall changes to the center hub tray mold. These will be properly tested prior to release. Should this become a challenge we will consider going back to the old mold (in clear).  Of course, we will keep you in the loop and invite you to help us decide so stay tuned.