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Alter support not supporting?

Hello fellow collectors,

Recently I have been struck by a portion of figure bad luck, so it seems. Boxes arrive severely damaged... Figures arrive broken or with missing parts... Today I wanted to ask you about a certain case involving the Saber Extra swimsuit figure by Alter, ITEM #236157.

I bought a new one when she was re-released. Problem is, mine arrived with a missing piece. More precisely, the left ribbon of the bikini's bottom part is missing:

https://static.myfigurecollection.net/image/600/SengokuGensui1500931134.jpeg
So I contacted the store's customer support, who said they will contact the maker, which is Alter in my case. After a few weeks, I got a reply back, which says that as Alter will not send a replacement part/figure, they cannot do anything. They did not provide farther assistance beyond that point.

So, I went ahead and wrote Alter by myself. I got a polite reply which stated that as my product is a "parallel import" one, they cannot help me. Asking a little bit more, it appears that it is not a specific store issue, as Alter said that it does not matter which store I have ordered from.

Before I will try and get another copy of the same figure, I wanted to ask if someone here had a similar issue before, specifically with Alter's customer support. Maybe there is something you would recommend me to do? Also, please feel free to share your portion of recent figure bad luck, if any. Though I really hope you will not have anything in that aspect to write here (:

Thank you and have an awesome WonFes,
SG.
1,532 hits • 16 comments

Comments16 comments

Selected Comments
25pt
Nothing sucks the fun out of collecting faster than getting a damaged item.
4 months ago
Recent Comments
0pt
i think itd be cheaper to see if a proxy could get the fixed item for you. tell them to pretend the damaged item is theirs and see if they can get a replacement. it would ultimately be less expensive.
4 months ago
0pt
I've said this before and I'll say it again; Japanese customer support is that there is no support.
4 months ago
0pt
I had a paint defect on my FGO Saber Alter's dress. After emailing AmiAmi and Alter, there was nothing to be done since it was a "frequent defect" and they did not have spares on hand. Weak. Had to cover it up myself.
4 months ago
0pt
hmn, seems later doesnt support overseas, did the shop mention your from oevrseas or is it exclusive to japan?

ive had a few better encounters with GSC who aslong i could proove it was from a store happily send me the parts.
4 months ago
0pt
Bloempje Hunting my grails
I had contacted Alter before too. My sora china dress ver. was getting pink in some areas. I was hoping for them to send me a replacement but i got a no just like you, they where also saying that there was a possibility i bought a fake. ........
4 months ago
4pt
WanderingWastrel (4 months ago) #23893696Nothing sucks the fun out of collecting faster than getting a damaged item.
I believe having a door slammed in your face by the maker only because you're not in Japan when it's clearly their fault sucks even more.
4 months ago
3pt
theyasminshow Hardboiled Heavy
The real answer lies in the vague term "parallel imports." Basically, certain Alter figures (or figures in general) are licensed for international sale by the property owners, and in those cases Alter will gladly service damaged figures. If the figure is not licensed for international sale, Alter won't do a damn thing to help you. What weirds me out about this case is that the store must have said an overseas customer needed assistance - was it a domestic shop? I think if it was a Japanese store and they, well, implied it was a Japanese customer in need of care, Alter would have obliged.
4 months ago
0pt
Good luck, I once went back and forth with Alter for ages over a figure who's head arrived with the neck peg broken and they never did anything for me. I ended up just hot gluing the head on, so now I can't remove it and put the other head on, but it works. Did this for my friend who ordered the same figure as me actually, mine actually arrived fine.

ITEM #186848
4 months ago
4pt
As far as I know, most japanese companies do not give any kind of support for overseas customers, it's part of their policy. Not long ago, I had a serious issue with a figure from Skytube/Alphamax and their support was simply awful, they didn't even bother to answer my email. GSC on the other hand has a nice policy and does give support overseas. Anyway, it's a shame that the store does not take responsability for such things, because they should. Figures are quite expensive nowadays, we shouldn't be victims of this "if you've got a defect, it's your problem" policy.
4 months ago
0pt
I never expected that something like that could Alter do. I have contacted to GSC and Q-six support and they were very nice. I supposed that Alter would have great customer support.

It's good to know that I must take my cares with Alter. It's a shame because they have such amazing figures.
4 months ago
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