I'd like to chime in here and say that it is tremendously uncool to force a customer to make another purchase to allow returning a defective item.
Using the same logic that's been presented - correct, it's not a process that will yield a consistent product every time, it's a part of playing ball with the medium! However, if you send a video to customer service clearly showcasing the issues with a record on a competent system, the retailer should understand that a certain percentage of the product will not play as it reasonably should! Putting that onus on the customer is ridiculous, and this coming from someone who enjoys their product, but that is very much not the way to do business in regard to a defect.