Reply With QuoteDo you mean the legs just slide forward like this:
I'm pretty sure that is how it is because mine does it.
I received my Red Lion for the Matty Voltron, and like I feared, the spring loaded legs are causing issues. My left front leg doesn't click into a standing position at all, and is constantly being "sprung" forward because the clicks are busted. So, I've opened an incident to have this replaced with DR.
Now, because of what I've heard about DR and Matty in general, I've requested and insisted that they send me the replacement before I send them the defective one, and reminded them that they have my personal info and credit card number, so they have a recourse as well. I told that that I need to be assured that I will have the full set, as a subscriber, and that I do not at all want a refund. We'll see if they read that correctly.
I'm pretty bummed, but not totally hopeless. I just hope that they will accommodate me. Other than the gimpy leg, this is a great figure, and I'm really excited to get the full set and put together that two-foot tall Voltron!
Do you mean the legs just slide forward like this:
I'm pretty sure that is how it is because mine does it.
Can someone PM me the US number for Matty? I want to talk to someone who might has a clue of what is going on.
Evil will always triumph because good is dumb.
I'm still wonder if the action feature is necessary. This doesn't look good for the heavier lions.
Hopefully you get your issue resolved, if not call them and ask to speak to a manager or someone in escalation. I know people get tired of dealing with Digital River but there are ways to get them to do what you want. They are also more open to fixing things non MOTUC I am guessing because they get a lower volume or replacement/complaint calls for their other lines.
Yeah I think the action feature is something that was better in theory then application. Makes me wonder if this line was originally meant for retail and then when retail did not bite they brought it to Matty. Their whole stance on no action features for the other lines does not mess with this one.Originally Posted by Southzen
Last edited by markatisu; February 19, 2012 at 01:18pm. Reason: Automerged Doublepost
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Yes! Only your left leg, correct? If that's the case...crap. Why would they do such a thing, while the right leg has a nice clicky joint so it can lock into standing position? Lame. I'm gonna ask Pixel Dan if his does the same thing.
I'd almost guarantee this was going to be, and maybe still could, a retail line. Everything about them seems like they were geared for stores. The gimmicks def feel like they are pandering to kids since no collector I know of needed or wanted auto transformation added into the lions. This sort of feature is usually only done in kid freindly lines. Add in the fact that there is a new Voltron toon out right now and I would bet that they had intended these to sit along side whatever other toys they did as a "classic" line. If you look at all properties based an older versions it seems everything has a "classic" line. Thundercats, TMNT, etc all have classic lines.
I want NA Skeletor and Rio Blast and I want them now!
Hmmmmmmm, maybe we don't have the same problem then because all four of my legs click, its just that if you don't position the front legs right, they slide up.
Can someone PM me the US number for Matty? I want to talk to someone who might has a clue of what is going on.
Evil will always triumph because good is dumb.
Well, despite my request, Matty emailed me to say they would replace my Red Lion AFTER I sent it back, and that "A replacement would be made, and if one is not available, a refund would be granted". Well, knowing how folks were screwed when trying to get a replacement Wind Raider, here is my response to Matty:
Hello,
As I stated in my request, it is not acceptable for me to return the product before a replacement has been sent. I have a subscription, where this product is one part of a complete set. If a replacement is NOT available, my whole set is worthless, and I am left to continue purchasing a product that holds no value if one part of the set is missing.
Therefore, I request that a replacement be sent to me first, and upon receipt of my replacement, I will send back the defective product in it's entirety within 7 business days. As you have my credit-card and personal information, and as I carry two other subscriptions with you that I also want to maintain for the rest of the year without incident, I think this request is reasonable and equitable in light of the trust I have already granted in pre-ordering a year's worth of merchandise across three separate subscriptions.
As a professional at a large entertainment company who deals with RMAs on a daily basis, I believe that my request is not at all unreasonable in light of the above facts. Therefore, please honor my request and send me the replacement first, so I can be sure a replacement is available, and upon receipt of that replacement, I will immediately send back the defective item. This will insure my customer satisfaction and confidence, and provides you with no risk, as you have recourse should I not honor my request and conditions. If a replacement is NOT available, please inform me, and I will consider other options.
Looking forward to hearing back,
-****
WE SHALL SEE...
I can't guarantee that the results will change, but I think you may be more likely to get what you want if you call them directly.
Don't call the toll free number from the site. Call 952-253-1234 (They are only open Mon-Fri during regular business hours). When you get to the menu, press 0. An operator should answer, asking how to direct your call. You will want to ask for the "Escelation Department". Then you should get to someone that you can explain the situation to and insist that you get a replacement sent out right away to ensure that you have a complete set and that you don't end up getting a refund instead.
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I'm just gonna be honest here....I hear you're complaint and such, but I think that it's a bit of a stretch to be asking a company to just send out replacements with-out you sending the defective one back first. There's a much greater chance of the "customer" not following through on their end of the deal here then the company, which is why you don't see this method in action.
People can call me out on this, but that's just not how it usually works. To run an operation on those terms they'd be running in to all sorts of scams FAST. Again, nothing against you, but I certainly wouldn't open Pandora's box like that from a business perspective nor expect any one else to do the same.
Sorry I'm late to this party. I can confirm that both of the front legs on mine click, and don't seem to have the issue yours does. I'm sorry yours has issues, and wish you luck in getting a corrected figure!
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I really don't think he's asking too much. He has a defective vital piece of a set and I'm sure he'd rather keep what he has than get a refund (a flawed arm is better than no arm at all). And since they can't tell him if they can send one or not, he's in a tough position of trust/hope.
Plus if he never sends it back, they have the ability to charge him for the 2nd one.
Same here. I would suggest following Dynamo's suggestions. The Corp office can do things the standard number cannot so you might get a replacement sent to you first by talking with them.
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I understand all that, but that's not the issue. I'm just stating a point from "Mattel's" practical position or any other company/business etc.
You can't just send extra items out with-out having a policy in which requires the first one to be sent back. What would stop people from doing that all the time only to then simply cancel the credit card?
Are they really going to start going after every one that does that, better yet spend the man hours trying to keep track of who has what, this guy owes us one of these, that guy needs to be charged for one of those...We're still waiting for this guy to send back that.......It's just some thing that gets WAY out of hand WAY too quick.
People abuse so many systems and run so many scams that it isn't even funny as I'm sure every one knows. Again, I'm just stating a logical effective policy rather distrust for "Gigamach."
There's always exceptions to a rule however, so perhaps he gets lucky. I'm just sayin...
Any way back to the topic!! =)
I agree with that, but when the circumstances are "we may or may not be able to send you a replacement", things get very hairy. If it was me, I'd tell them to charge me for the new one and then refund my money when they get the old one back.
But the issue is that when your stuck with the subscription. Cause you know once you have it you can not cancel it unless you go through of cancelling your credit card and not updating your info. Why should he be forced to stay with the sub when he is missing out on the Red Lion? And it was not always their policy for you to return a defective product! And why should we have to have to pay the added cost of returning the item? They should send out something to put the item in with a prepaid postage on it. You go on about how people can scam. Possible they could? But it's not like they would be able to do it all the time! Last year I have to get replacements on 3 MOTUC figures, Swift Wind, and 12 Inch Movie Masters Superman. And it wasn't a pleasant experience! But I did not have to send the figures back. And one of the CS reps even looks at my account and saw how I have had issues with MOTUC line. She even made the comment about how it seems many have! So again they can see if someone is abusing the system.
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I truly don't even know where to begin with all of "that..."
For the sake of the board and all of it's wonderful members I'll just leave it as is though with-out going on and on... I've said my piece.
You have a point, but I've seen it done the way I'm asking here at my work. When we order a printer from CDW, and they send us the wrong one, we request the right one be sent and then send the defective one back. They have recourse if we fail to send it back. As well, many companies, like HP, do the same for individual customers, providing the "return" packaging with the RMA'd product, and that's for stuff that is well over the hundreds of dollars mark.I truly don't even know where to begin with all of "that..."
For the sake of the board and all of it's wonderful members I'll just leave it as is though with-out going on and on... I've said my piece.
In all, I'll be reasonable, and hop that Matty can do the same. I expressed why I want the replacement first, and if they say they will send it, but put a charge to my card until I send the defective one back, that's fine too, just so long as a replacement is provided and I'm not left wondering what will come back to me if I let go of the product I have in hand.
To the above who gave me the phone number and advice...thanks! I may use if if the reply I get from this warrants it. Good advice!
Also, just so ya'll know, I didn't sign my letter to Matty "GigaMach".
I have a similar problem with my Red Lion. The spring in his left rear hip is unwound and exposed causing the leg to be stiff and the action feature to not work right.
I called the 877 GO MATTY yesterday and was told the return call tag system was down and to call back in 2-3 hours. I call back today and it is still down and they say call back in 24hrs. It's Fri they will not be open in 24 hrs so I'll have to wait till Mon.
I just called the number Dynamo provided and they are closed ( prob too early if they are in MN) all it did was direct me to customer service. It's a never ending cycle of ********.
I have no options left but to write emails.
I have had it with Matty and Digital River. I would like a replacement sent to me asap. I don't think I should have to pay to have my defective product shipped back or for them to send me a new one. I don't mind sending the reject back first as long as I get a replacement. I honestly am considering just canceling all my subs. I've been lucky in the past with MOTUC figs but the QC issues have been worse and worse. And now when I actually need something they can't help.
Update: Caled Escalation Dpt, He confirmed the system was down took my name, order #, & phone # and said he would call when the system was up. He also said he may be able to send me a replacement before the return call tag is issued. Better than nothing. You can be assured I will still becalling Monday morning.
Last edited by miketime; February 24, 2012 at 10:34am.
You have to call while they are open (I forget the exact hours, but its Mon-Fri, and they open sometime in the morning and close sometime in the late afternoon/early evening). While they are closed it probably does just direct you to the same regular customer service line, but if you call while they are open AND follow the instructions as given (it is important to ask for the "Escelation Department" and NOT Customer Service), they should at least be more able and mor likely to be able to help.
Just call them while they are open. Writing emails isn't your 'only' option just because your first attempt at calling them happened to be during the time that they are closed. You just have to call while they are open.
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Gee thanks for telling me to call when they are open 4 times. I said in my original post that I prob called too soon. Stop poking the bear.
P.S Love me some Captian EO, went to see it as a kid, still have the pin.
I have to be honest, for an overpriced online exclusive I think Mattel really did not do a good job with these. Those look terrible and cheap for what they cost and Mattel should be ashamed. I'd rather track down a vintage combiner version, it'd cost the same and be less hassle and look better than these simplified toolings with basic primary colors and no extra visual appeal.
I also think he has every right to ask for a guaranteed replacement. If they can't do that then he has no need to buy the remainder of the toys. Which if they don't play ball, I think legally you can contact your credit card company, claim that Mattel is NOT living up to the expected deal you paid for, and have the subscription charge reversed/halted if Mattel refuses to cancel the subscription. Especially with QC getting progressively worse and nothing Toyguru says being trustworthy these days.
I frankly think Matty Collector's operation is going to crash and burn eventually. It's why I gave up on MOTUC, Mattel's stupidity and underhanded methods are ruining an otherwise good toy line, and I don't care for their retail store offerings because they cut accessories and claim "budget". Damn if I don't want those Retro Real Ghostbusters but not at those prices. TRU marked the Janine/Samhain set down to $30 and I still passed because I just do not want the Samhain ghost at any price. Those are, at best, $10 toys, not the $22 per that Mattel insists on.
Let me know how that goes. I'll probably call Monday, too, if I don't get an answer to my last inquiry. And don't fret too much. We'll get it squared away. But it does suck.
but then you said your only option was to email.
My only option left to contact Matty after both numbers failed to get it straightened out. Just let it go.
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