Black Widow leaning...

[Armored_Berserk]

Originally Posted by rhy

AB, w/ all things considered, at least all you have to comp is the shipping cost. If it were any other company, you'd be SOL, trust and believe; I know this first hand.

Well...that's a wrong statement.
I collect since many years and I had only one other case of statue leaning after quite some time: it was the Grim Reaper from Sideshow.
I contacted my local retailer who contacted Sideshow and even after 2 years, they recognized the defect and replace it without any additional fees.

Of course I was lucky they had one after so long time but they didn't ask me to pay anything or refuse to help.

So yes Sideshow can be a pain the ass sometimes, but sometimes they prove they also are very helpful.

Regarding Black Widow, if it was my fault, I would totally pay the shipping fees and also for the replacement body, but in this case...

[rhy]

Originally Posted by Armored_Berserk

Well...that's a wrong statement.
I collect since many years and I had only one other case of statue leaning after quite some time: it was the Grim Reaper from Sideshow.
I contacted my local retailer who contacted Sideshow and even after 2 years, they recognized the defect and replace it without any additional fees.

Of course I was lucky they had one after so long time but they didn't ask me to pay anything or refuse to help.

So yes Sideshow can be a pain the ass sometimes, but sometimes they prove they also are very helpful.

From my experience w/ SS my statement isn't necessarily wrong in regards to a leaning issue I had w/ a sold-out SS piece, the gist is, while they communicated w/ me as often as possible, in the end, they could not replace my statue. My problems were even compounded more so when I use to buy PCS statues, and all kinds of design flaws happened sometimes just months after release.

Originally Posted by Armored_Berserk

Regarding Black Widow, if it was my fault, I would totally pay the shipping fees and also for the replacement body, but in this case...

I apologize if my initial post was rude or even counterproductive, I feel your pain, and hopefully, XM can do right by you.

[shorudan]

Hey Armored Berserk, one of the many helpful members on this forum contacted me and told me about your situation. Sorry if I didn't see this sooner. The Black Widow piece was released over 3 years ago and when we first learned about this issue with a small batch of defects, we posted to as many avenues as possible (namely website, facebook and this forum) that should leaning occur within 2-3 weeks of display, that's a defect piece and should be notified to us so we can take action. If there are no leans after 1 month, then that piece is good to go.

That said, from a business practicality perspective, there needs to be reasonable 'warranty' period for recalls or exchanges. In our case, we typically set it as 6 months from date of issues discovery. Having all the issues reported within a time frame means we can get a number of the replacements done effectively when the factory production line is still fresh. Doing a single piece not only costs incredibly expensive but many factories do not support that as it means stopping their production line just to make 1 special piece. Many businesses practice a warranty period - its unlikely to find company who would promise lifetime warranty for statues (or any product for that matter).

But this is not the issue here since we do fortunately have a replacement piece for you which we are happy to replace without cost though it's rather overdue. The real issue here is shipping costs based on where you reside and stay. Different distributors have different store policies, some require their customers to check goods before leaving the store with no exchanges, some requires customers to pay shipping for replacements etc - we can't really govern how they run their stores so we hope customers who buy from resellers or distributors understand the terms before transacting with them. If you have purchased directly from XM, it means you either reside in Singapore or from the other 4 SEA countries, and we could make arrangements with our distributors in those countries to send the replacement pieces to you free. But if a customer has made a private transaction (which I understand is your case), XM's responsibility is to ship the replacement to the original buyer who likely resides within our zones which we could have shipped for free or at least more cost effectively. IMO, XM shouldn't be held accountable for any increased shipping to private transactions buyers now residing in zones out of our normal shipping network or control - the original seller should probably be held accountable since he made profits out of the transaction but that's my personal opinion. In addition, being a relatively small Asia-based company also means we don't get massive discounts off international shipping so these costs are not as easy for us to absorb as many might think.

I'm making the above points not because I'm not going to help. I think it's important for me to clarify how we treat such cases in an open and transparent manner and I'm open to suggestions as well.

As a fellow collector and also friend of folks in this forum, I would like to do what I can to help so here's my plan. I'll hand carry your replacement to EU since I'm attending the Lucca Convention early November and I will make arrangements with the local courier to ship the replacement piece to you - it shouldn't cost that much in local shipping so let me pick up the tab. You can buy me a hot meal when we meet one day

Gentle reminder for collectors who are keeping products in their boxes for many years - don't. Please open up and check your products are fine. Polyresin is a fragile material so please do yourself a favor and check! The earlier you can bring up your case, the easier and more likely you'd get a smooth resolution.

[sdgs]

class act by XM.

much respect

[ksoonice]

Its been a long while since I posted here. But I can’t stop myself from expressing my view on such a classy response and reaction by XM to the problem faced by a fellow collector. My feeling on this isn’t about statue or anything near that. It is about life. It restores your faith in humanity. Human kindness beyond boudaries. Kudos to you XM.

[Glencairn]

I think I go and PO my first XM piece, company like this deserves my hard earned €

[galaxyconvoy]

Respect XM!

[wolf-brother]

[Chargersfan57]

Damn shorudan! You're a quality individual!

[Armored_Berserk]

Originally Posted by shorudan

Hey Armored Berserk, one of the many helpful members on this forum contacted me and told me about your situation. Sorry if I didn't see this sooner. The Black Widow piece was released over 3 years ago and when we first learned about this issue with a small batch of defects, we posted to as many avenues as possible (namely website, facebook and this forum) that should leaning occur within 2-3 weeks of display, that's a defect piece and should be notified to us so we can take action. If there are no leans after 1 month, then that piece is good to go.

That said, from a business practicality perspective, there needs to be reasonable 'warranty' period for recalls or exchanges. In our case, we typically set it as 6 months from date of issues discovery. Having all the issues reported within a time frame means we can get a number of the replacements done effectively when the factory production line is still fresh. Doing a single piece not only costs incredibly expensive but many factories do not support that as it means stopping their production line just to make 1 special piece. Many businesses practice a warranty period - its unlikely to find company who would promise lifetime warranty for statues (or any product for that matter).

But this is not the issue here since we do fortunately have a replacement piece for you which we are happy to replace without cost though it's rather overdue. The real issue here is shipping costs based on where you reside and stay. Different distributors have different store policies, some require their customers to check goods before leaving the store with no exchanges, some requires customers to pay shipping for replacements etc - we can't really govern how they run their stores so we hope customers who buy from resellers or distributors understand the terms before transacting with them. If you have purchased directly from XM, it means you either reside in Singapore or from the other 4 SEA countries, and we could make arrangements with our distributors in those countries to send the replacement pieces to you free. But if a customer has made a private transaction (which I understand is your case), XM's responsibility is to ship the replacement to the original buyer who likely resides within our zones which we could have shipped for free or at least more cost effectively. IMO, XM shouldn't be held accountable for any increased shipping to private transactions buyers now residing in zones out of our normal shipping network or control - the original seller should probably be held accountable since he made profits out of the transaction but that's my personal opinion. In addition, being a relatively small Asia-based company also means we don't get massive discounts off international shipping so these costs are not as easy for us to absorb as many might think.

I'm making the above points not because I'm not going to help. I think it's important for me to clarify how we treat such cases in an open and transparent manner and I'm open to suggestions as well.

As a fellow collector and also friend of folks in this forum, I would like to do what I can to help so here's my plan. I'll hand carry your replacement to EU since I'm attending the Lucca Convention early November and I will make arrangements with the local courier to ship the replacement piece to you - it shouldn't cost that much in local shipping so let me pick up the tab. You can buy me a hot meal when we meet one day

Gentle reminder for collectors who are keeping products in their boxes for many years - don't. Please open up and check your products are fine. Polyresin is a fragile material so please do yourself a favor and check! The earlier you can bring up your case, the easier and more likely you'd get a smooth resolution.

Hi Bryan,

First of all thank you for taking time to answer here and of course thank you for taking care of this situation, it's a perfect solution!!!
And also I want to thank very much Sisko who kindly help with this situation by contacting you!!!

But I want to specify some things! ^^
Yes Black Widow was out 3 years ago...in Singapore, but as you know 3 years ago XM Europe didn't sell XM statue in Europe, it has came later. Black Widow, Wolverine, etc... were accessible for us 2 years ago maybe. So even if you had waited 6 or 12 month after the problem occurs, I was already out the warranty

I was persuaded that batch in Europe were not affected precisely because the statue was delivered 1 year after the rest of the world, I should have pay more attention to my statue...

Also it was not really a "private transaction" but more like "a middleman who didn't take money" who bought it for me at the official retailer in Italy (since in France it was already sold out). Unfortunately by this time it was Limited Toys, and they are not anymore official retailer...so I don't know how it would have worked with them for this replacement(?)

Finally I understand that making only one statue replacement is almost impossible and I'm glad you found one for me!!

If you come to France, I will show you that you can eat better food than an Hot meal!! lol