Boba Fett (Prototype Armor) Drama!

JTA reader Anthony writes up quite a story (and well-written mind you) about his Boba Fett (Prototype Armor) mail-away figure experience. Click through to read the tale.

Anthony writes:

Dear JTA:

I would like to take a moment to make faithful Star Wars Collectors aware of how their “Prototype Boba Fett” could arrive from HASBRO and what to expect if they call HASBRO to complain.

As you can see in the photos (above) [sic], the package was crushed, open on both box ends, a hole had been punctured through the center of the mailer box, and mailer was ripped on back. Needless to say, I was hopeful the figure and card would still be undamaged. WRONG!!!

I slid the figure out only to find that the bubble was crushed and the card back had been pierced from the backside of card through Boba’s face (on card). Naturally I was very upset and thought if I contacted HASBRO they would make an effort to correct the situation.

WRONG AGAIN!!! A Hasbro representative informed me that they would “only be responsible for the toy figure itself (manufacturing) and not the card back (marketing/packaging), not the way the item was shipped”.

I repeatedly explained, as a 34 year veteran collector I wanted the figure and card back intact, or else it had little value, (was a waste of money) and I surely would not purchase a damaged item like this in person. It was HASBRO’s fault for not repacking the figure a little more protectively, to be delivered in better condition.

Now collectors should brace themselves. I was then informed that HASBRO did not consider the card back to be part of the item. WHAT?!!! I then posed the question, “If HASBRO does not consider the “card back” part of the item purchased, why does HASBRO spend all the time, effort, research, and money on the development and packaging of each item to be sold?” We have always been led to believe we collectors are paying for that marketing (packaging) of each item we purchase. I guess this is where HASBRO likes using “plausible deniability”.

I even offered to ship the “damaged Boba Fett” back to HASBRO for a replacement. AGAIN, HASBRO was uncooperative and unwilling to care.

Additionally, I stated, this was unacceptable, and if this was the best customer service and customer care policies HASBRO now has to offer, perhaps I’d be better to stop collecting all together. This only led to me being placed on hold, while a floor supervisor instructed the representative to give me the same “Bantha Fodder” I’d received earlier;” nothing will be done to correct this, not responsible, etc., etc.”.

Needless to say, I am disappointedly left with; a $42 dollar plop of “HASBRO Poo-Doo”!

I really want to report this problem of events as soon as possible, so collectors can take a stand and inform HASBRO of unacceptable practices, if this happens to them. Of course HASBRO does make some wonderful products for Star Wars collectors. However, HASBRO must remember, if they treat collectors with uncaring attitudes and policies, we can stop collecting, and take our hard earned money elsewhere.

I can remember the days of when HASBRO (who bought Kenner) used to put “WE REALLY DO CARE” on their toys and would make every effort to correct any problems. But I really do believe those days of caring are gone. I think we collectors have fallen victim to HASBRO’s negative caring practices over the last year too (figure wave delays, peg-warmers, promises, etc.) and now this latest dilemma. This should be a testament to collectors everywhere, as it appears collectors are the ones who “really do care”.

Sincerely,

Anthony Kuzak

Thank you for your story Anthony! I bet if you called another representative right after you would have gotten a totally different result. I would suggest to call again and see if you can speak with a manager. When you ask for this, it escalates it to another level and at this point they start really ensuring that there is complete customer satisfaction. Good luck!

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