I'll try to use this answer as a catch all for all the outstanding questions still coming up from the 30 day delay on Demo-Man:
While we we certainly love to do this and on paper it seems easy to do, Demo Man is set up under a 2011 sub and Star Sisters under a 2012 sub and they have different systems. We looked into it and to ship them together would cause another 20-30 day delay
. We just don't want to do that to fans
. Also, had Demo Man shipped in Dec, you would have still played shipping on him, so we are not asking customers to pay additional shipping beyond standard normal obligation for a month's figures. If you were prepared to pay shipping on him in Dec, you can now just pay this same amount in Jan. The costs has not changed, it just moved from Dec to Jan. It was only 30 days
. (and yes we know for some customers on a tight budget they may have already spent the money they allocated for a Dec figure, but we simply can not build the line around every customer's specific shipping and or economic needs). At the end, Demo Man was bought under a 2011 sub and Star Sisters under a 2012 sub and we simply can't combine them in our system. All 2012 items can be combined but we can't combine items over different years' subs. We did look into it and it just won't work without another massive delay.
It is unfortunate we can't combine the shipping but it is just not possible without causing another major delay while 2011 and 2012 lists are matched up to see who did and who did not buy both year's subs. While it seems easy to do from 100 feet away, down in the trenches we found this will only complicate things.
Fortunately we have changed out policy going forward so this type of issue will ideally not come up again. We will now not sell or ship a figure until the full quota has arrived, even if that means delaying a figure by a month (like we did with Photog and Sorceress).
At the end of the day it was only a 30 day delay
in getting the Dec figures. We know this is not ideal and it is disappointing, but honestly in the big picture, this isn't the end of the world and delays should 100% be expected in this type of business/industry. Assuming all figures will always ship on their originally announced date is a bit of a perfect vision. I'm telling you now (to manage expectations) you should expect delays to happen every now and then for all of our online toy lines, especially those tied into monthly figures. If you don't expect this now and again, you will only be further disappointed. Delays can and will continue to happen. It is just the nature of dealing with the toy industry and having "monthly" items. (remember Wun-Dar, Palace Guards, Mer-Man etc...) all of those figures were delayed, but the line keeps going along very strong. I don't see too many posts from angry fans still upset that Wun-Dar shipped in April and not March in 2010. In time, once Demo Man is in everyone's hands, ideally this will be a issue of the past.
Going forward 100% expect that delays can and will happen for MOTUC and all Matty.com lines. We will do all we can to avoid them, but we have too many factors (vendors, weather (stormy seas, etc...) shipping problems and just human error) that can change when a figure arrives. Too many unknowns exist. So just know that delays will happen from time to time. You will still get all your figures, they just may not be in the exact month originally announced.
I know some fans feel Mattel "owes" them something (like free shipping or a free figure) due to Demo-Man shipping 30 days late. But that is all it is, 30 days late. Not the line ending, not product being advertised and canceled. It is a 30 day delay. Small in comparison to other delays we have had
(Thee LOSH pack shipped 14 months later then we originally announced!). We do not have the resources to pay for fan's shipping due to a delay (especially when this can and will happen from time to time and should be expected every so often) nor do we have a free figure we can mail to people. We are offering a small free gift for GB fans because we canceled the entire annual subscription after some fans bought it. But a 30 delay in a figure is a normal thing.
Like hitting a red light on your way to work. You don't expect the city to give you a free gift if you happen to hit multiple red lights one morning? Same thing with a 30 day delay. This is normal and should be expected now and again.
Not at all what we would consider an extreme situation where we would need to "make things right". Delays are normal and will continue to happen every so often.
I understand this frustration, but as I said, delays will happen. Better to just except this as part of the line vs. trying to fight it and getting angry everytime. What we will do is 100% improve our communication and get better at informing fans about delays. We know we did not communicate Demo Man's delay as best we could. We will work on this.
But there is simply nothing we can do to stop delays from happening fully. Delays will happen from time to time. It is part of the hobby, part of the business and not something that can be fully avoided. WE can except it, or get angry every time it happens. I am choosing the former. Better for the head. :-) No one should be angry all the time! Especially for things that can't be avoided.