Disney Claims "Up" DVD Missing Captions Were A Mistake

Many Consumerist readers wrote to Disney about the missing captions in rental editions of the Pixar movie “Up,” either because they were personally affected or they found the omission offensive. In their response, Disney at least acknowledges the unique issue and promises to make up for the mistake of consumers submit proof that they rented “Up.”

Thank you for your e-mail regarding the absence of closed captions from your Up rental DVD. The captions were inadvertently left off of the rental DVD. We regret any inconvenience this may have caused. We are working diligently to rectify this situation by shipping the corrected product to our accounts and creating a consumer program to address this matter. Since not all retailers will be able to participate in this program we will contact you once we have the specifics confirmed.

In the meantime, please save the receipt or shipping confirmation and mail it to us at WDSHE Consumer Relations, Attn: “UP Rental” , PO Box 3100, Neenah, WI 54957, with your contact information (full name, home mailing address, phone number, email address) and we will contact you.

Please let us know if you have any other questions or comments. You may contact us via email at DisneyInfo@DisneyHelp.com or via phone at 1-800-723-4763 Mondays 9:30-7:30 CST and Tuesday through Friday 9:30-6:30 CST.

We do appreciate your letting us try to assist you.

Walt Disney Studios Home Entertainment Consumer Relations
US and Canada

We’ll be interested to see what Disney offers deaf, hard of hearing, and other affected consumers as compensation for renting a newly released DVD they weren’t able to watch.


Disney Removes Closed Captioning From “Up” Rental Release

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