GamingHeads finally replacing broken statues

lunarul

Finally got this response from Gaming Heads

Gaming Heads wrote:

Hello

Sorry to hear that you're Molag Bal statue came with a broken mace ... the Daedric Prince really needs his mace (and it to be in one piece). We understand that you want a replacement statue. We do like to give options, and the 2 options available are to repair the mace or to replace the statue. There are a number of adhesives that will work to bond plastic to plastic together without melting the plastic. Some people with access to such adhesives may prefer to repair the statues using this method and that is why it is offered.

In order to help get you your replacement statue, can you please send us:
(a) a copy of your receipt/proof of purchase for The Elder Scrolls Online: Imperial Edition;
(b) a few additional pictures of your Malog Bal statue with its broken mace; and
(c) the contact details to where the replacement statues is to be sent.

We'll need to ask you to wait for a few days before sending you a replacement statue as we will be sending out any further requests for replacements statues etc. all at the same time.

Once again, we're sorry for any inconvenience this may have caused you and we hope you enjoy The Elder Scrolls Online.

Regards

Much more decent response than what we've been seeing so far. I replied I don't have access to specialty glue and don't have the skills to fix it properly anyway and sent all they asked for for the return.

Got this back.

Gaming Heads wrote:

Hello

Totally understand.

You've done what's been asked of you so you can now leave it up to us to get the replacement statue over to you shortly. We will wait for a few days to see how many more (hopefully not too many more) people have issues with their statues and then will start sending out replacement statues, parts etc ... as we're sending the replacements as we speak to a central distribution location in the U.S. and then those statues will then go to people in need.

Once again, sorry for the inconvenience - and I hope you like the statue when it arrives in 1 piece. You've got my email address so feel free to contact me if anything else come up.

Regards

So now is the time to send your replacement requests in.

Demanic

My mace was broken off as well, it fell out of the package as soon as I turned over the main insert before removing the ties holding the statue in place. I've sent a request to Gaming Heads as well. Hopefully I'll get a similar response so I can have an undamaged collectors item. Gluing seems like the best way to ruin and immediately lower the value of a collectible item, hardly a good option.

Gothic

Here' the email I got regarding the issue:

Thank you for trying to fix the Mace. We would like to offer you a replacement. Please confirm your shipping address and please let me know your telephone number for filling an airway bill purpose.

As the Imperial Edition has just been released into the market, please give us until the 16th April so we can access the full extent of the issues surrounding the Molag Bal statue so we can work out the best solution. We will get back to you in due course once the situation is clear and we know more about the number of replacements available to us and when they will be available.

Once again, we're sorry for any inconvenience this may have caused you and we hope you enjoy The Elder Scrolls Online.

Kind regards,

Customer Service
GamingHeads.com

Most excellent.

Valethar

Much better response than I got from QMx a while back when I had an issue with a defect. They basically told me 'too bad dude, return it to the retailer' and that was the end of it.

At least GH appears to be trying to do right by people.

Are you paying attention ZOS? This is an example of good customer service. Take notes.

Belrim

I wonder .. how many glued statues are soon on eBay..

kronyn

Telling us to glue it was *not* good customer service, by any measure. Their only good move thus far is in acquiescing and replacing the broken items, but that should have been an option clearly made in their initial response.

Vlas

Wow... the fact that you actually got a response from another company before I got response on my ticket... You will probably be fixed before me as well.

GG ZOS... your own 3rd party vendor is doing a better job.

Maestro_Sartori

No response for me....guess no replacement:(