Hey Magnum, please don't get so worked up and let's work this through together.
Firstly, about returns or issues found on products - we do take this very seriously. Every time a piece is found not up to standard means a lapse in our QC which we will review and improve. However, with the recent crack down on XM selling out of our approved zones, we are tasked by greater powers to manage our distributors and resellers better so we need to know who the original buyers/sellers are.
Here's an example; an eligible customer bought from us say Captain America Statue and displayed it for 2 months, then decide to sell it off (maybe to fund another character he prefers) to an overseas collector, reasonable situation yes?
Now when the overseas collector receives it and if the package arrives damaged, they should claim from their insurance or the original seller instead of writing to XM and asking for replacement, fair? If goods are moved from hands to hands, XM cannot be responsible for those situations indefinitely (it's like life time replacement warranty which isn't practical). This is why XM needs to know who is the original buyer i.e. the invoice that shows who bought our statues are technically our direct customer not the further down the line of secondary or third buyers.
Another real case example, our QC team has shared with me that Magneto's helmet needs to be packed in a secure manner to avoid damage during shipping. That's why we also included packing instructions which we believe helps collectors remember how to pack their products securely. Yet when secondary or third in hand collectors received a badly packed Magneto, they will email XM asking for an exchange. I hope you guys understand XM needs to be accountable to the original buyer, not the secondary or third buyers or else our business will be going in circles replacing items which aren't our fault or QC issues in the first place.
So when we ask where did you get your products from, it's also a check for us to identify any retailers who aren't doing their job properly. If we find huge number of complaints pointing towards the same distributor, it tells us something doesn't it? (helps us identify the flipper too!)
If retailers are selling our products on our behalf, they should have some shared accountability when it comes to Customer service and exchanges. That is what Seng meant. If Distributor A sold John the statue, John should go back to Distributor A instead of going straight to XM. To be fair, this is a common process with lots of products. You bring the issues to the store you bought it from first instead of the manufacturer directly.
So for your Wolverine issue, you should raise it with the person you bought it from first, and that person (whom XM recognize as the direct customer) will then get in touch with us. I hope this explains why Seng asked who did you get your products from? Yes, it will take more time but so far we have always tried our very best to make sure all collectors are fairly treated. If it's a manufacturing fault, XM will definitely replace but we all just need to go through the proper channels.
As for your perception of Seng being rude - not trying to find an excuse but its true Seng really isn't the Customer Service Rep you'd find in premium hotels or fancy restaurants. He's just trying to help out sometimes on Facebook and you can see English is not his first language so I agree sometimes his response may not come across as being Customer service oriented.
We have about 4-5 people in XM now, it's like 1 person takes care of one task and the customer service rep is jointly taken care of by myself, Ben and Seng. It's not the most effective way for sure and is one of the first thing I'd fix when I start spending more time at XM (1st Aug onwards). So we will improve this part definitely. On this topic, I'm looking for a likeable Customer Service Rep who resembles Mrs Marvel - if anyone here from Singapore fits the bill, please PM me! But even then we will still be far from being a big corporate. It takes time to get there folks, Rome isn't built in a day so please bear with us awhile
Lastly, about your collaboration with Ben/XM. Contrary to what most believe, Ben or Seng don't call the shots - I do.
Ok I wish! Truth is no one man calls 'the shot'. It's a democracy and the boys all get together to decide on certain things, especially when it comes to official collaborations, paperwork or contracts etc. I think you had a few discussions with Ben privately on doing up posters for us and it is true that Ben was interested in it but I don't think he made any promises to you. If he did and there's something you are owed, please PM me with the details - I'm in charge of contracts so I will ensure you are fairly treated.
Magnum, for the record, I saw some of your work and they are cool. Keep on doing the cool stuff. I'll discuss more with Ben on this and see if there are ways we can collaborate with you - with proper documented process of course
