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Alter's Customer Service (Broken Pegs)Alter's Customer Service (Broken Pegs)

UkeUkeIl y a 3 ansReview
Hey guys~

So I bought ITEM #26795 used here on MFC. Unfortunately just before shipping three of four pegs from the base broke off and got stuck in her feet u.u (Apparently a pretty common problem with this figure)

I still took the figure (even though there's only one peg left she's standing. Wobbly though).
I wrote to Alter Support, even though I didn't have much hope.
Since I really didn't think they would send me something, my e-mail was rather short. I also wasn't sure if they even have english support, so I tried not to write something too complicated xD

Dear Alter,

I have a problem with broken pegs on my Azusa Figurine (I attached pictures).
I wanted to know if it was possible to get a base replacement for my figure.

...is what I wrote.

Within 48 hours they send me this:

新しい台座を送付します。
本体の交換は対応不可なので、除去作業をお願いします。
I will send the new base.
Body will not be able to exchange, please removal work.


And attached a picture of how to remove the pegs with a drill.

I was pretty surprised. They didn't even ask about shipping cost or whatever. (I would have been willing to pay for the base as well.)

Welp, exactly 7 days later this arrvies:
http://s1.tsuki-board.net/image/600/Uke1424173827.jpeg
http://s1.tsuki-board.net/image/600/Uke1424173829.jpeg
http://s1.tsuki-board.net/image/600/Uke1424173831.jpeg


The complete base~

So yeah...All I had to do was send one e-mail with my address and "please gimme new base" and I got it.
Alter 5* xD


Edit: I was able to pull out the broken pegs very easily with a needle. =D

http://s1.tsuki-board.net/image/600/Uke1424175258.jpeg
Azusa on broken base. Kinda flying.
http://s1.tsuki-board.net/image/600/Uke1424175260.jpeg
Azusa on new base.
http://s1.tsuki-board.net/image/600/Uke1424175262.jpeg
All good now =D
4,705 vues • 26 commentaires

Commentaires26

0pt
Uke (Il y a 3 ans) #2713185Google translator says:
"Thank you for your patronage of our products.
Exchange in our company are not allowed.
Please consult the dealer or retailer."
Wow they are fucking with you =A= How should anyone than the company have leftover parts like that?
I was so happy with Alters service but seeing all these comments here really makes me wonder what goes on in there xD

I even tried again and decided to send the message in Japanese from google translate, the answer was the same:

弊社での交換は不可です。
代理店か購入店にご相談ください。

----- Original Message -----
親愛なるアルター、

私は私のディジー置物に問題がある、彼女の黒い翼は黄色のペンキマークがあり、ペグが壊れている(写真添付) 。
それは私の姿のために黒い翼の交換を取得することが可能であった場合、私は知りたいと思った。

Unfortunately I'm going to give up...
Il y a 3 ans
0pt
Moony (Il y a 3 ans) #2710067Nope, these guys are joking with me all the time -.-'' I don't even know what they are trying to say... trades are not accepted? wtf!
日頃より弊社の商品をご愛顧いただき誠にありがとうございます。

弊社での交換は不可です。
代理店か購入店にご相談ください。

----- Original Message -----
Dear Alter,
I have a problem with Dizzy Figure, her black wing has yellow paint marks and the peg is broken (pictures attached).
Is it possible to send a replacement?


Google translator says:
"Thank you for your patronage of our products.

Exchange in our company are not allowed.
Please consult the dealer or retailer."

Wow they are fucking with you =A= How should anyone than the company have leftover parts like that?
I was so happy with Alters service but seeing all these comments here really makes me wonder what goes on in there xD
Il y a 3 ans
0pt
Uke (Il y a 3 ans) #2709020I really wish you luck, hope they help you ;A;
Nope, these guys are joking with me all the time -.-'' I don't even know what they are trying to say... trades are not accepted? wtf!

日頃より弊社の商品をご愛顧いただき誠にありがとうございます。

弊社での交換は不可です。
代理店か購入店にご相談ください。

----- Original Message -----

Dear Alter,

I have a problem with Dizzy Figure, her black wing has yellow paint marks and the peg is broken (pictures attached).
Is it possible to send a replacement?
Il y a 3 ans
0pt
Moony (Il y a 3 ans) #2709014I've been rejected by Alter for 2 times now... with my Yui's broken base pegs (like your problem) and with my Ren's hair discoloration. But with your post I decided to try my luck again^^ My Dizzy's Black wing have some yellow paint marks and the peg is broken since I took her out of the box >: I managed to "fix" it but it's not too effective. I hope they send me a new Black Wing!

I really wish you luck, hope they help you ;A;
Il y a 3 ans
0pt
I've been rejected by Alter for 2 times now... with my Yui's broken base pegs (like your problem) and with my Ren's hair discoloration. But with your post I decided to try my luck again^^ My Dizzy's Black wing have some yellow paint marks and the peg is broken since I took her out of the box >: I managed to "fix" it but it's not too effective. I hope they send me a new Black Wing!
Il y a 3 ans
0pt
I'm surprised that they even reply to international mails. Japanese people are known to be not so friendly to foreighners and even if they do reply they expect you to speak japanese...
Il y a 3 ans
0pt
wooh it's nice to know about the Alter's customer service! Thanks!
Il y a 3 ans
0pt
eh,i think it's obvious that they are helping with simple stuff. Like in this post you can see the base is just simple plastic thing. They can easily send that (or as mentioned in comments...Shizuo's sign and then some sword). But when it comes to Natsume...they can't exactly send you new base or something. And i guess sending new figure is totally out of question. That said...i am going to pick up my Natsume in the morning and i really really hope he is ok.
Il y a 3 ans
0pt
Glad to hesr more companies are giving good customer service. I've dealt with GSC, AmiAmi, and CDJapan and they've all been swift and kind with their responses. I've asked questions about shipping to AmiAmi/CDJapan, and about address changes to GSC. GSC's service cannot be best and overall it's pleasant knowing any questions I have will be solved within two days.
Il y a 3 ans
0pt
So is there a way to determine wether alter can help you with one of their products?
I've been hearing of them denying help to people who purchased their recent Natsume and Asuka figures.
I hear the region you're in plays a role in wether they can help you or not, but some people still manage to get help even if they're not in a region that can be helped?
Il y a 3 ans
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