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

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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.