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

[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?

[ThePatriot]

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...

[Chris52501]

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.

[ThePatriot]

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?

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?

[Furukawa]

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.

[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

[Malzian]

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

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.

[Vahlnir]

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

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.

[Vahlnir]

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.

[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.