Problem with XM Europe - needs advice

Armored_Berserk · 12-19-2016, 04:36 PM

Hi, so here my problem.

First, month ago I had a problem on my masked Daredevil head (hole on the left horn, paint problem).
XM EU told me: ask for a local painter.
Me:

Are you serious? For a 900€ statue?

I had to insist a lot to have a replacement...I had to send back my Daredevil head to XM EU. 3 month past and finally I received my head and I learnt that they didn't send it back to Singapore but they had have it repainted locally...in Germany.

Of course the head color was clearly not like the rest of the body...I had to insist again and I had to send it back, again.
After 3 or 4 month I have finally received my new head, perfectly painted.
So basically I've spent 6 months with headless statue.

Now. I have a paint chip on the teeth of one of the snake on Darkness statue. it's not "big", yes I admit, but for god sake it's a 1300€ so I want a replacement.

Of course, first answer from XM EU: repaint it locally.
Of course I said: NO, i want a replacement.
I followed the procedure and sent pictures, serial number, etc...

XM EU asked me to send the snake head in order to have a replacement. So it means:

- again an incomplete statue for months and months
- i have to send the snake in a packaging made by myself, which can prevent breakage...

I said no for the reasons above and I asked if I should tell how bad their CS is?

XM EU answered to me that they don't care If the snake head arrived broken, they will replace it (so...what's the point of sending it??

)

OK. I said I would agree in this case if:

- they refund the shipping cost
- if it arrives broken, they certify that they will replace it anyway if it arrives broken
- it will take less than 3 months.

XM EU agreed on the two first points but didn't certify me for the length it would take...

I asked them to ask Bryan to have an idea about how long it will take.

XM EU: no we won't do that. Ask Bryan yourself...

Ok basically XM EU is useless and does not help at all when you have a problem. It's from this point I took the decision to post here.

So ok i'm willing to pay thousand of euros for my XM Studios premium statue but i won't anymore if you have such customer service! Even sideshow replace parts in easier way!!!

And i didn't tell everything because with XM EU the customer is not considered as such. Basically it's their way and if you don't agree: they don't care!

So what i have to do? Spent 3? 4? 5 months waiting for a replacement? Fights for my customer rights?

I didn't want to make bad publicity of XM Studio but enough is enough, two times I had to deal with XM EU and two times it's a pain in the ass!!!

GrumpyBear · 12-19-2016, 04:48 PM

It´s normal to wait longer for an replacement, because they don´t produce it in front. Just if it´s needed.

Armored_Berserk · 12-19-2016, 05:04 PM

Quote:

Originally Posted by GrumpyBear

It´s normal to wait longer for an replacement, because they don´t produce it in front. Just if it´s needed.

It's funny because I was sure that you will answer something like that...and that you would take XM EU defense

Ok for waiting few months but not fews months with an uncomplete statue like I did for Daredevil.

GrumpyBear · 12-19-2016, 05:22 PM

Quote:

Originally Posted by Armored_Berserk

It's funny because I was sure that you will answer something like that...and that you would take XM EU defense

No need to bring always my support for XM into the game. I´m objective with things like that. I take no one in defense. I just write it down how it is, i know it. If i tell you the truth it must be not real because i support a company i like?

Makes no sense if i defend XM Studios with wrong knowledge, it will always fail over time. Like i said it takes time for a replacement for reasons, but not because the service fails.

Sad for you to life with a uncomplete statue, i´m sorry for you.

dao2 · 12-19-2016, 06:57 PM

IMO he's right, waiting for a replacement isn't really that uncommon.

memphis · 12-26-2016, 04:58 AM

I want to ask, order from XM Europe is shiped from Germany, where they are located or straight from Singapore?

galaxyconvoy · 12-26-2016, 05:20 AM

XM is too expensive for what it is...
1000 euros the statue is just insane...
You pay the Ferrari and the mercedes of the guy who is in the top of the shop.

I have bought 3 statues and 2 came with some problems: Eye of sentinel don t light up on Wolverine statue, and a twisted part of Black Widow, I have send it DIRECTLY to Singapour, XM EU sux, Giorgio sux!

memphis · 12-26-2016, 07:13 AM

I'm consider buying some from XM Europe, but now i'm really concerned about it.

GrumpyBear · 12-26-2016, 09:48 AM

Quote:

Originally Posted by memphis

I want to ask, order from XM Europe is shiped from Germany, where they are located or straight from Singapore?

XM Europe received every statue from XM in Singapore. They shiped for europe direct from germany.

GrumpyBear · 12-26-2016, 09:54 AM

Quote:

Originally Posted by memphis

I'm consider buying some from XM Europe, but now i'm really concerned about it.

I think if a problem can´t be solved in europe / germany then it takes just longer for a replacement like Armored_Berserk said. It hurts and no doubt, but at the end the problem is solved. XM Studios and Bryan will always help you.