Author Topic: PM USA order arrives damaged!!!  (Read 3187 times)

Offline Macruran

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PM USA order arrives damaged!!!
« on: May 20, 2015, 02:46:43 »
My 6348 Schooner arrived today and I was shocked to discover damage to the set! A tiny bit was missing from the steering wheel holder! See image: http://imgur.com/gFK8jCL

The broken bit was not in any of the bags, so it broke off before even being bagged. If it had been there I'd just glue it on.

My question is, has anyone ever received damaged goods from www.playmobil.us? If so, what did you do? I can't find anything on the site about getting damaged goods replaced, only about returning unopened new purchases.

HELP

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Offline Robbie

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Re: PM USA order arrives damaged!!!
« Reply #1 on: May 20, 2015, 03:02:32 »
You should be able to call them and they will send a free new part. They never reply to emails so usually a call is the only way to get assistance.

Offline leefert

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Re: PM USA order arrives damaged!!!
« Reply #2 on: May 20, 2015, 03:27:42 »
They actually did reply to my email about a screwed up arm on a mystery figure. They sent me a new arm right away. They are normally good about replacing broken parts that you just ordered or bought.
I'm glad that I'm not the only one :)

Offline Macruran

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Re: PM USA order arrives damaged!!!
« Reply #3 on: May 20, 2015, 03:34:22 »
Okay I'll send an email now then call tomorrow to make sure.

The entire hull and deck was already put together so I guess they'll send a whole new one?

I am still a little shattered inside. 8}
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Offline Salamander

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Re: PM USA order arrives damaged!!!
« Reply #4 on: May 20, 2015, 05:26:17 »
Be really specific about the part - use the number for it.  The only time I had a broken part I made the mistake of using words when I told them what was wrong.  It seemed to me that there would be no room for error as it was a simple exact description , but they sent me the wrong thing. But they did send it quickly!  :lol:

Offline PlayMoto

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Re: PM USA order arrives damaged!!!
« Reply #5 on: May 20, 2015, 07:35:50 »
i had this several times here with different sets in NL, just filled out the DS order form and added the missing/broken parts with their part numbers and crossed the mark in the field on the form missing or defect.
Within a week i received the replacement parts without any cost. It should work the same way in the US?

Offline Baron Marshall

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Re: PM USA order arrives damaged!!!
« Reply #6 on: May 20, 2015, 09:48:21 »
This same thing happened with my schooner, exact same break in same place... they sent a whole new hull/deck piece... I always call for broken/damaged pieces...  but it is always a little frustrating to look at the incomplete/broken set for 2-4 weeks while the part comes... slowly  ;)
Someday, I will organize my stuff, I promise.

Offline Macruran

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Re: PM USA order arrives damaged!!!
« Reply #7 on: May 20, 2015, 16:24:37 »
Thanks everyone. I just phoned them with the part number and they said I'd have it in 7 to 10 days. Painless! And now that I look closer I do find a "missing or broken parts" section on the site.

i had this several times here with different sets in NL, just filled out the DS order form and added the missing/broken parts with their part numbers and crossed the mark in the field on the form missing or defect.
Within a week i received the replacement parts without any cost. It should work the same way in the US?

To my knowledge you can't order DS online in the US, so I don't think this is possible. I could be wrong though.

Be really specific about the part - use the number for it.  The only time I had a broken part I made the mistake of using words when I told them what was wrong.  It seemed to me that there would be no room for error as it was a simple exact description , but they sent me the wrong thing. But they did send it quickly!  :lol:

We're a digital culture now, it's all about the numbers!

This same thing happened with my schooner, exact same break in same place... they sent a whole new hull/deck piece... I always call for broken/damaged pieces...  but it is always a little frustrating to look at the incomplete/broken set for 2-4 weeks while the part comes... slowly  ;)

Must be some sort of misalignment at the factory, breaking the same bit on multiple pieces. I hope they've solved it.


Finally: THIS SET IS SO DAMN BEAUTIFUL. I LOVE IT.

The stickers freak me out though, as usual. So hard to get right. I wish they were just printed on.
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Offline Baron Marshall

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Re: PM USA order arrives damaged!!!
« Reply #8 on: May 20, 2015, 17:42:28 »
It was the way they placed the ship in the box... wheel support down. But the replacement part was very well packed to prevent this same break.
Someday, I will organize my stuff, I promise.

Offline Macruran

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Re: PM USA order arrives damaged!!!
« Reply #9 on: May 20, 2015, 17:44:56 »
But I didn't find the broken bit anywhere in the bag. It must have broken before being bagged.
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