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iHelp with dealing with Square Enixn/a

So I bought a Play-Arts Garrus from Anime-Island and after finally getting their shipment I got the figure at the beginning of February instead of November/December. The delay didn't really bother me, but when I opened him his scouter was completely broken off and it wasn't even in the box so I could try to fix it.

http://i1178.photobucket.com/albums/x367/Blak_The_Great/IMAG0254.jpg
http://i1178.photobucket.com/albums/x367/Blak_The_Great/IMAG0253.jpg
http://i1178.photobucket.com/albums/x367/Blak_The_Great/IMAG0252.jpg
I emailed Square Enix about the defect, and I got an email back within 2-3 days asking for pictures. I gave them the same pictures, and it took another 2-3 days to tell me:

"Thank you for contacting SQUARE ENIX support,

We apologize for any inconvenience, and we thank you for your patience. We have escalated this matter for investigation with our Merchandise team, and once we have a resolution from them, we will contact you again. Unfortunately we cannot provide any sort of ETA as to when any resolution may be provided, nor can we guarantee a favorable resolution. However once we have more information from our Merchandise team, we will contact you again. Thank you for your patience and understanding in this matter.


Thank you for contacting the SQUARE ENIX Support Center."

I got this on Valentine's Day, and we're closing in on two weeks now. How long does Square Enix take to resolve these cases? Are they going to end up fucking me over? Should I contact them again or should I just wait it out and see?
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Comments (8)

3 months agoRolanMcDolanRolanMcDolan
Kuuga (3 months ago) #1384710I agree with you.
I was read and heard many bad issues about SE PAK items. joints, accesories, etc.
I think Bandai is same like SE. they dont have good customer services

The difference, though, is that Bandai often produces really high-quality stuff, whereas most PAKs are mediocre at best.
#1385111
3 months agoKuugaKuuga
RolanMcDolan (3 months ago) #1384294Yeah, I've heard all manner of horror stories about Square-Enix's customer service (most along the lines of "You didn't buy it directly from our site or one of our booths at a con? Tough titties, then."). Miracles may happen, but assume that your Garrus is going to have to go scouter-less. Honestly, with their mediocre overpriced figures and abysmal customer service, I wonder how Square-Enix has even remained in the figure business for so long.

I agree with you.
I was read and heard many bad issues about SE PAK items. joints, accesories, etc.

I think Bandai is same like SE. they dont have good customer services
#1384710
3 months agoShinigamiMaidShinigamiMaid
well i had to deal with u.k/europe part of the company year ago
appauling customer service and i had brought the figure from their online shop thinking you know buy it from the company will get value and good service..... wrong took me over a month to deal with it problem.
i did a review explaining all the hassel they gave me here
(mfc link)

but i brought it from them so was able to send back and get refund
will never buy from them directly again, would maybe buy their products still but with caution
sorry to hear about your problem hope it gets sorted somehow
#1384409
3 months agoBlakShiranuiBlakShiranui
darkfroggy (3 months ago) #1384363Have you contacted Anime Island about this?

They have a policy regarding Square Enix defects. They say to contact Square Enix directly since SE doesn't want people to return their defects back to retailers. If what the other comments are saying is true about the "Tough Luck" policy of their's, they're effectively screwing their customers over with no means of refunds or replacements.
#1384371
3 months agodarkfroggydarkfroggy
Have you contacted Anime Island about this?
#1384363
3 months agoRolanMcDolanRolanMcDolan
Yeah, I've heard all manner of horror stories about Square-Enix's customer service (most along the lines of "You didn't buy it directly from our site or one of our booths at a con? Tough titties, then."). Miracles may happen, but assume that your Garrus is going to have to go scouter-less. Honestly, with their mediocre overpriced figures and abysmal customer service, I wonder how Square-Enix has even remained in the figure business for so long.
#1384294
3 months agoBlakShiranuiBlakShiranui
xcupidxstuntx (3 months ago) #1384111I'd email them again and ask for an update. Two weeks is a long time. I had to piss on your parade but...last time I saw an article about a defective Squeenix product their response was to the effect of "You didn't buy it direct from our online store so touch luck,". I hope their response to you is better than this =/

Wow. I can't even describe how disturbing that is. I sent them a reminder email to see where it goes from there, but now I know what company not to buy figures from!
#1384138
3 months agoxcupidxstuntxxcupidxstuntx
I'd email them again and ask for an update. Two weeks is a long time. I had to piss on your parade but...last time I saw an article about a defective Squeenix product their response was to the effect of "You didn't buy it direct from our online store so touch luck,". I hope their response to you is better than this =/
#1384111

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