Endwalker Collectors Edition - Figurine knee and leg broken off - poor quality

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Originally Posted by Theox

Now, I never owned a figurine and I'd like to know something from those who do or those who bought this particular figurine.

Is this the industry standard? I mean, does this figurine considered to be high quality? Because I'm looking right now at what people have shown here and it's kinda... But maybe that's the standard and I'm not getting it?

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it all depends on the figure and price of course but just comparing the three humanoid figures from the expansion collectors editions (Heavensward is a smaller Midgardsormr figure that wasn’t great but that collectors edition was cheaper than any that followed) and you can see that the quality of this Endwalker figure doesn’t match the other two.

The Shadowbringers and even Stormblood figures are both better in every way possible. i was shocked right away by the how small the Endwalker figure is (all three of these collectors edition end up being the same price) but then when i unpacked it and saw that face i couldn’t believe they actually shipped these out. No one at Square Enix did a quality check on these figures. There’s no way they did.

i forgot to link the pictures i took to compare the figures in my previous post.

https://imgur.com/a/AtTPgwS

I'm still waiting on a response to my ticket as well. I know they are busy and all, but it has been about a week now.

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Originally Posted by Furukawa

Here’s my original message to SE support and their reply. These things never reach Yoshida or anyone high enough in the company that can actually do something about it. i assure you that if this had reached Yoshida that a recall for these figures would have been made already because it’s happened in the past with other FFXIV figures.

https://imgur.com/a/uGYhiFS

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i got another reply from them. Let’s see if anything comes from it.

https://imgur.com/a/15IFFpZ

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Originally Posted by Furukawa

i forgot to link the pictures i took to compare the figures in my previous post.

https://imgur.com/a/AtTPgwS

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To be honest, I think the others just look better because they don't have a visible face. Other than the face, the quality of the EW one is pretty good to me. If he was wearing a helmet, I don't think there would be so many complaints.

Seeing a post like this makes me glad they outsourced the Y'Shtola doll to a reputable doll company. Waiting until Dec 2022 is still gonna suck though, lol...

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Originally Posted by seida

To be honest, I think the others just look better because they don't have a visible face. Other than the face, the quality of the EW one is pretty good to me. If he was wearing a helmet, I don't think there would be so many complaints.

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i agree with you that the face is definitely the issue with the EW figure, but i also think the size is too small compared to the other two considering it was the same price. You could argue that the effect on the EW makes up for its size but i still think it’s inferior to the ShB figure, which imo it’s the best of these collectors edition figures they have made.

i sent them an email as well this morning and still haven't heard back from support yet. Usually I hear something right away or a few days after so maybe this is really being looked at with all the complaints about the broken figurines that were sent.

Seven hells that thing is ugly, the plants and animals that turned into oil which was then used to produce this crap would weep if they had known for what we use their remains. You know if algae and plankton could cry, or had brains...

Really concerning to see the amount of people in here with broken figures. Those collectors editions are damn expensive and were sold out in minutes, you'd expect some high quality merch bundled in.

Recently I got a reply today. They told me they requested me a new figure from the warehouse which should be shipped in one to three weeks. I dont even need to return my damaged figure, because this is special process.

I'm really surprised about that. On the one hand there are customers who did get another answer from the support.
And I thought there is not any replacement left, because the box was sold out. So either they are producing new on (which I doubt) or there are replacements left.

I just hope it isnt a mistake from the support and I will get an answer in the future, where it says that the request didnt worked out, because there wasnt any replacement left.

Im really curious about that.

EDIT:

I just read the email again and noticed I understood it partially wrong. The answer includes that the Endwalker Collector Box has been requested for me. If I understand that right, they want to send me a second Collectors Box?

Same, recently received the same reply except the date it will arrive.

Now i'm curious too, let's hope it comes well this time...

I'm crossing my fingers I get this response...Im still waiting for a response from SE about my issue. the only response was 10 days ago stating they sent my issue to appropriate party.

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Originally Posted by Bilal

Recently I got a reply today. They told me they requested me a new figure from the warehouse which should be shipped in one to three weeks. I dont even need to return my damaged figure, because this is special process.

I'm really surprised about that. On the one hand there are customers who did get another answer from the support.
And I thought there is not any replacement left, because the box was sold out. So either they are producing new on (which I doubt) or there are replacements left.

I just hope it isnt a mistake from the support and I will get an answer in the future, where it says that the request didnt worked out, because there wasnt any replacement left.

Im really curious about that.

EDIT:

I just read the email again and noticed I understood it partially wrong. The answer includes that the Endwalker Collector Box has been requested for me. If I understand that right, they want to send me a second Collectors Box?

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For my part they answered me this:

- The warehouse has informed me that they will be sending a replacement figure to the same address on this order. For now, no further action is needed from your side.

So i guess only the figure will come in my case?

All i know is that if these figures aren’t recalled and remade then i’m done supporting Square Enix when it comes to figures. i’ve purchased every non-Play Arts FFXIV figure they have released so far and this quality is unacceptable for the price. if this was like a $40 figure then maybe i would let it slide. i have the Crystal Exarch and Ardbert figures they just released on the way and i’m dreading to see them.

SE got back to me saying my statue issue has to go to warranty department. If you still waiting on response for broken statue here is the link they sent me
https://support.na.square-enix.com/c...uct%20Warranty

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Originally Posted by Chris52501

SE got back to me saying my statue issue has to go to warranty department. If you still waiting on response for broken statue here is the link they sent me
https://support.na.square-enix.com/c...uct%20Warranty

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I haven't heard back from the store and it's been nearly 2 weeks, even after I replied asking for an update. I put in a request there, but I expect a, "You need to go through the Store" response with this, like I got when I was missing the game disc in my UCE for XV.

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Originally Posted by Chris52501

SE got back to me saying my statue issue has to go to warranty department. If you still waiting on response for broken statue here is the link they sent me
https://support.na.square-enix.com/c...uct%20Warranty

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Yeah, I'm done waiting. Ended up submitting a form here through the link you provided. Thank you for posting this. Hopefully this will actually get me somewhere.

Funny how circumventing the regular system entirely got me a response. lol Heard back from the warranty department today. They wanted me to provide them with the date/time of purchase, as well as pictures of the damage, which I uploaded to one of the links they provided and put said links in my email like they asked me to. Now I must wait. Again. But I feel like I might be getting somewhere, at least.

I received mine on the 13th of December and the statue was broken as well!!! Sword was broken and the figure itself was broken off from the base and had it's butt sticking up in the air. Sent SE store a ticket about it the next day with picture included (I work night shift so it was very late by the time I was home and inspected it). Still no word as to IF/WHEN I will be receiving a replacement or not.

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Originally Posted by ClariFynn

I received mine on the 13th of December and the statue was broken as well!!! Sword was broken and the figure itself was broken off from the base and had it's butt sticking up in the air. Sent SE store a ticket about it the next day with picture included (I work night shift so it was very late by the time I was home and inspected it). Still no word as to IF/WHEN I will be receiving a replacement or not.

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I would use the link provided recently in this thread. https://support.na.square-enix.com/c...uct%20Warranty

I got quicker support in under 24 hours through the warranty department than I had in almost 2 weeks. Still no word on mine, but it IS Christmas day, so that's completely understandable.

Mine came broken and the sad part is that the sword was no way to be found. I am looking for people that have the sword available. If you know anyone let them know!

Mine came broken the sword was no way to be found ! Is anyone selling their part? I am so pissed that they packed something that was broken beforehand. The box was completely sealed no way the sword magically disappeared.

Anyone hear back yet from SE merch team or warranty team? Still waiting to hear back from both parties...if you have a phone number please let me know as well

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Originally Posted by Chris52501

Anyone hear back yet from SE merch team or warranty team? Still waiting to hear back from both parties...if you have a phone number please let me know as well

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I heard back from store support about...6-7 days after I filed my ticket with the warranty department (and about 2-3 weeks after I filed my initial ticket), telling me to contact the warranty department. They wanted a survey of my experience with store support. It...was not very favorable. Still waiting on the warranty department to get back to me on a solution, but I heard back from them telling me that they would be looking at my ticket and deciding where to go from there. That was a day last week I believe.

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Originally Posted by Vahlnir

I heard back from store support about...6-7 days after I filed my ticket with the warranty department (and about 2-3 weeks after I filed my initial ticket), telling me to contact the warranty department. They wanted a survey of my experience with store support. It...was not very favorable. Still waiting on the warranty department to get back to me on a solution, but I heard back from them telling me that they would be looking at my ticket and deciding where to go from there. That was a day last week I believe.

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Glad someone is in the same spot as me and waiting lol.

They really send me my replacement very fast, but sadly I wasnt at home yet and thus my shippment got delayed to ten days. But nevertheless I got it today and was very surprised. They not only sent me a new figure but the whole Endwalker Collectors Edition. I really cannot believe that.

Im going to open the box and hoping the figure is allright this time.

EDIT: So I opened the box of the figure: The paintjob is the same but atleast it arrived as a whole.

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Originally Posted by Bilal

They really send me my replacement very fast, but sadly I wasnt at home yet and thus my shippment got delayed to ten days. But nevertheless I got it today and was very surprised. They not only sent me a new figure but the whole Endwalker Collectors Edition. I really cannot believe that.

Im going to open the box and hoping the figure is allright this time.

EDIT: So I opened the box of the figure: The paintjob is the same but atleast it arrived as a whole.

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Do you have number or who you contacted? Im still waiting on warranty department to get back to me....

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Originally Posted by Chris52501

Do you have number or who you contacted? Im still waiting on warranty department to get back to me....

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If you scroll down the Square Enix shop site there is a quicklink "help center". I contacted them via email. (In my case it was the german support).

Alright, just heard back from the warranty department here. This is what they said.

Greetings, <redacted>,

Due to the Paladin figure being a pack-in item for the Endwalker Collector's Edition and cannot be resold, we will not be requesting the defective item to be returned. Instead, we request the figure be disposed of while we are in process of shipping a replacement.

Also, as we will need to inspect the figure to ensure the replacement is non-defective as well as this being part of a pack-in item that had other items included, this will be an open item replacement. All precautions will be taken to ensure the figure is packed in a sterile environment and protected for shipment.

They then requested personal information such as name, address, phone number and email in order to get the ball rolling. Hopefully they will respond this way to anyone looking to replace their broken statues.

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Originally Posted by Vahlnir

Alright, just heard back from the warranty department here. This is what they said.

Greetings, <redacted>,

Due to the Paladin figure being a pack-in item for the Endwalker Collector's Edition and cannot be resold, we will not be requesting the defective item to be returned. Instead, we request the figure be disposed of while we are in process of shipping a replacement.

Also, as we will need to inspect the figure to ensure the replacement is non-defective as well as this being part of a pack-in item that had other items included, this will be an open item replacement. All precautions will be taken to ensure the figure is packed in a sterile environment and protected for shipment.

They then requested personal information such as name, address, phone number and email in order to get the ball rolling. Hopefully they will respond this way to anyone looking to replace their broken statues.

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i got this exact same email. i replied back asking if the figures would be reprinted since the quality is nothing like what they showed at Fan Fest. This is their response.

Unfortunately any rumors of re-printing the figures or pieces of the figures are unfounded. The replacement figure that will be sent will be from the stock replacements set aside for Merchandise inquiries. We will proceed with the replacement procedure, and provide the shipping confirmation number when applicable.

Well i guess that’s it for Square Enix figures for me. They have lost a loyal supporter.

https://imgur.com/a/WnJjLYz

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Originally Posted by Furukawa

i got this exact same email. i replied back asking if the figures would be reprinted since the quality is nothing like what they showed at Fan Fest. This is their response.

Unfortunately any rumors of re-printing the figures or pieces of the figures are unfounded. The replacement figure that will be sent will be from the stock replacements set aside for Merchandise inquiries. We will proceed with the replacement procedure, and provide the shipping confirmation number when applicable.

Well i guess that’s it for Square Enix figures for me. They have lost a loyal supporter.

https://imgur.com/a/WnJjLYz

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Honestly, I'll just be happy to get one that's in one piece. Obviously I want the level of quality that they showed at Fanfest, but other than the head (which isn't a huge deal breaker for me) I think they accomplished that. Provided it's not broken into pieces to begin with.

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Originally Posted by Vahlnir

Honestly, I'll just be happy to get one that's in one piece. Obviously I want the level of quality that they showed at Fanfest, but other than the head (which isn't a huge deal breaker for me) I think they accomplished that. Provided it's not broken into pieces to begin with.

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I could already tell as well that it wasn't going to be Ultima or Odin quality because that would be $300 prices tag lol. Im In the same boat though as im just happy to get a figure thats not broken so my set can actually be worth something.

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Originally Posted by Chris52501

I could already tell as well that it wasn't going to be Ultima or Odin quality because that would be $300 prices tag lol. Im In the same boat though as im just happy to get a figure thats not broken so my set can actually be worth something.

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i wasn’t expecting it to be as good as Ultima or Odin but i was definitely expecting it to be as good as the Dark Knight figure from the Shadowbringers collectors edition or even the Zenos figure from the Stormblood collectors edition since all of these are the same price. with shipping these Endwalker collectors editions were almost $200. There’s absolutely no reason to receive this kind of quality for something that cost that much. Nor should anyone settle for this bootleg looking figure because it just shows SE that they can get away with it again in the future.

Anyone get replacement yet or we all still in limbo?

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Originally Posted by Chris52501

Anyone get replacement yet or we all still in limbo?

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I'm still waiting for them to get back to me, personally. I provided them with all the requested information, so...the ball's in their court now.

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Originally Posted by Vahlnir

I'm still waiting for them to get back to me, personally. I provided them with all the requested information, so...the ball's in their court now.

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same here and support told me they were really backed up with requests as it seemed a lot were broken lol

Kind of glad i haven't thrown my statue away yet....still no response or update....this has to be the longest wait for a fix i have ever seen.

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Originally Posted by Chris52501

Kind of glad i haven't thrown my statue away yet....still no response or update....this has to be the longest wait for a fix i have ever seen.

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I might message them again and see if they respond. This is getting old. Again.

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Originally Posted by Furukawa

Here’s a comparison between the figure shown during the Fanfest keynote in May and the final product. Even though it’s a stream quality image you can clearly see the difference. The final product looks like a bootleg knock off. Besides the size apparently, which i still can’t believe it’s this small for how much it cost.

https://imgur.com/a/QY3GWcC

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Oh wow... that's a yikes. His facial features are gone. The original one has a matte paint on the hair, the one you got looks glossy and cheap. Some of the proportions are just... wrong, compared to the "good" one.

This feels like Fallout 76's Duffle bag all over again.