Can we use the Omega emote code if we're trying to get a replacement figure?

[CastoaKardos]

Hey guys, I've been looking around for information on this and wanted some extra thoughts on it.

So I think most of us know about the issue with the Omega statues by now, and have heard that Yoshi-P stated that more were being created under supervision for anticipation of people wanting replacement figures. (btw, I can't find him saying this anywhere, so if anyone can post me a link or a transcription of what was said exactly, I'd appreciate it! I know it was said in a live letter somewhere, but it may have been said in the half that wasn't translated).

Anyway, what I'm primarily wondering about is the bonus code for the emote that comes with the figure. I've sent in a support ticket like many others inquiring about a replacement figure, and at least within my circle, no one's gotten a reply back at all yet. So I'm wondering, can we use the code even if we're replacing the figure for another? I know the code itself isn't on the figure, but I can't imagine them removing it from the box and shipping it like that. I've been looking all over for any warranty info or fine print but I can't find anything on it at all.

So there it is! Does anyone have any thoughts or info on this?

UPDATE: I got an email back from SE support today (3/16) stating that you CAN use the emote and get a replacement. Using the emote just prohibits you from getting a refund. Thank you everyone who commented and weighed in on this!!

[HyoMinPark]

No, you cannot. The entire box has to remain sealed in order for them to accept the return and provide a replacement.

[CastoaKardos]

No, you cannot. The entire box has to remain sealed in order for them to accept the return and provide a replacement.

Thanks for the reply on this! Is this something that was stated somewhere or said through support? I'm only wondering because mine was unsealed in order to look at the damage to the figure (there's an actual defect on mine), though the figure remained within the plastic.

[Shibi]

This is what is said on the translation Discord (not my translation) in the 62nd PLL

Yoshi P: I really did a full supervision on that.
Regardless of it's structure and quality, I really made sure and gave a full check on the face of Omega M/F since it's the design given to us by Amano-sensei. I thought it was ridiculous (to have received news on how terrible the model is) so I opened the completed sample I received and gave a look and it indeed look slightly different. The unevenness may be different and terrible depending on the figure you bought so I sent the person who worked on this figure a message and ask them "so what are we supposed to do now?". Basically the model is made in China, but even for a China made figure, I thought the quality was supposed to be high enough.

Usually I would take my time and went straight to the venue to instruct and supervise them so that we can eliminate any irregularity issues here but due to the pandemic it became impossible for me to approach them. Then I told them "Why didn't you tell me beforehand?", as well as following up on the reissue. When we talked on the reissue I found out that I will be able to remotely supervise and check on the quality without having to be there personally, so there's that.

One more thing, regarding the figure that you own right now - if you insist the quality and the coloring of the figure is unacceptable, I would request that you to send the person responsible on the figure an inquiry. I do think they will allow an exchange for a better figure for you here so if you think the figure is completely unacceptable for the quality, do send a inquiry mail to Square-Enix support center.

Do note that this isn't a recall and since different people may have different expectations on the figure and since each figure will have different quality here, those who really cannot accept the low quality of the figure are encouraged to send us an inquiry. Since I told them that they will produce more (to make up for it) in case we do not have the enough amount of figurines available right now...

all credit to the translator, name unknown.

[Shibi]

Castoa, I'd likely guess that the code should be unredeemed to allow a return, if you feel the figure is low quality.

Consider the reason being, you would then have 2 codes otherwise.

However, certainly do ask support as Yoshi suggests.

[CastoaKardos]

Castoa, I'd likely guess that the code should be unredeemed to allow a return, if you feel the figure is low quality.

Consider the reason being, you would then have 2 codes otherwise.

However, certainly do ask support as Yoshi suggests.

Yeah, this is kinda what I've been thinking, so I haven't used mine yet. It's just agonizing not knowing for certain LOL. Because there are ways that they could deactivate or remove the second code on the replacement, but I highly doubt they'd want to go through the trouble considering they'd have to open the box to do that.

[ForteNightshade]

Thanks for the reply on this! Is this something that was stated somewhere or said through support? I'm only wondering because mine was unsealed in order to look at the damage to the figure (there's an actual defect on mine), though the figure remained within the plastic.

https://support.store.eu.square-enix...sical-Products

This is SE's return/cancellation policy.

[CastoaKardos]

https://support.store.eu.square-enix...sical-Products

This is SE's return/cancellation policy.

Thanks for posting this! I have no idea why I haven't run into this page already. I wonder if the return policy applies to the "damaged product" part below it though... Because especially in regards to the statue, the way it's boxed you can't really see it well enough to tell if it has damage or not without opening it. Seems kinda weird for them to say "your product was damaged, but you had to open the box to see it so no replacement", but you can never quite know with these things. Thanks for the input!!