ML 2.0: Advent of Decay Quality Issues

Re: ML 2.0: Advent of Decay Quality Issues

Postby worldwar_hulk » Sat Sep 07, 2019 4:00 pm

Gama wrote:So I made a purchase from the last sale and received a figure I didn't pay for (Elf LB) instead of a Herra Serpenspire I paid for, it's been a month since I tried to contact the 4H through e-mail but they haven't replied. Should I wait some more? Try to reach them by phone? Or do I have to suck it up, take the loss, and buy Herra in the secondary market (BBTS)? Thanks in advance.
I found little to no result from sending emails only. I would wait weeks & then finally get a response something to the effect of, "sorry about the mistake. We'll get this resolved right away" or "we'll have your items mailed out in a few days."

Then nothing for weeks. I send more emails, with no response for weeks.

So then I sent an email and then called them immediately after. At least at that point I spoke to someone directly, and got them to address the email on the spot.

However this again resulted in the response of, "we'll get this taken care of right away... or the next few days... or today... or tomorrow." The answer varied from call to call. But as the weeks passed it continued to feel like this was just getting pushed off more. So I made a point to call once a week, accompanied by an email. This seemed to do the trick.

I will say, it sure feels like I had to go through an awful lot of work to get this resolved. But in the end it was taken care of. It was not fast or easy. But, unfortunately, nagging at them on the phone week after week about the same issue eventually made progress.

I feel like the email customer service is kind of a waste of time. It was helpful in conveying what the problem was with picture attachments. But it did very little to get anyone to act on resolving my issue.

Phone calls seem to do it but it still took a lot of time & effort on my part. I understand that the 4Horsemen are toy makers, not customer service specialists. And there's only a few people involved with running this entire show. But they seem to be a growing company, or at least they're getting more & more customers. Along with that is going to come more customer service issues. It seems about time that they need a real customer service department to handle all of their issues.

They can't be toy makers and find time to ship everything, and handle all the customer's problems all at the same time. I do understand. But it does need to get fixed.

Sorry for the long rant.
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Re: ML 2.0: Advent of Decay Quality Issues

Postby Gowron » Sat Sep 07, 2019 11:45 pm

worldwar_hulk wrote:
Gama wrote:So I made a purchase from the last sale and received a figure I didn't pay for (Elf LB) instead of a Herra Serpenspire I paid for, it's been a month since I tried to contact the 4H through e-mail but they haven't replied. Should I wait some more? Try to reach them by phone? Or do I have to suck it up, take the loss, and buy Herra in the secondary market (BBTS)? Thanks in advance.
I found little to no result from sending emails only. I would wait weeks & then finally get a response something to the effect of, "sorry about the mistake. We'll get this resolved right away" or "we'll have your items mailed out in a few days."

Then nothing for weeks. I send more emails, with no response for weeks.

So then I sent an email and then called them immediately after. At least at that point I spoke to someone directly, and got them to address the email on the spot.

However this again resulted in the response of, "we'll get this taken care of right away... or the next few days... or today... or tomorrow." The answer varied from call to call. But as the weeks passed it continued to feel like this was just getting pushed off more. So I made a point to call once a week, accompanied by an email. This seemed to do the trick.

I will say, it sure feels like I had to go through an awful lot of work to get this resolved. But in the end it was taken care of. It was not fast or easy. But, unfortunately, nagging at them on the phone week after week about the same issue eventually made progress.

I feel like the email customer service is kind of a waste of time. It was helpful in conveying what the problem was with picture attachments. But it did very little to get anyone to act on resolving my issue.

It's a good thing Megalopolis.toys will be taking over order fulfillment and QC issues.

Phone calls seem to do it but it still took a lot of time & effort on my part. I understand that the 4Horsemen are toy makers, not customer service specialists. And there's only a few people involved with running this entire show. But they seem to be a growing company, or at least they're getting more & more customers. Along with that is going to come more customer service issues. It seems about time that they need a real customer service department to handle all of their issues.

They can't be toy makers and find time to ship everything, and handle all the customer's problems all at the same time. I do understand. But it does need to get fixed.

Sorry for the long rant.


It's a good thing Megalopolis.toys will be taking over order fulfillment and QC issues going forward.
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Re: ML 2.0: Advent of Decay Quality Issues

Postby Gama » Mon Sep 09, 2019 11:45 am

Thanks for the lengthy reply worldwar_hulk! Sounds like a lot of hoops to jump for my liking, I'm gonna weigh in my options this week, I haven't considered filing a complaint to my credit card or paypal, can't recall how I paid. Love the 4H and their work, but this is ridiculous considering how much we pay for their product.
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Re: ML 2.0: Advent of Decay Quality Issues

Postby ranger76 » Tue Sep 10, 2019 6:39 am

Gama wrote:Thanks for the lengthy reply worldwar_hulk! Sounds like a lot of hoops to jump for my liking, I'm gonna weigh in my options this week, I haven't considered filing a complaint to my credit card or paypal, can't recall how I paid. Love the 4H and their work, but this is ridiculous considering how much we pay for their product.


I would email them again. From my experience, just be patient and email them on a weekly basis. Yes, its ridiculous that we have to keep emailing about the same problem but thats really the only way to get it done. They want to fix any shipping or figure errors but obviously they are overwhelmed with custom service issues. Over the years I've had several, from missing accessories to missing figures to getting the wrong figure shipped to me, and I've managed to get them all handled. It just takes time. More time lately due to the growth of the line. My last issue took several emails to resolve but they did eventually resolve it.

So.... just hang in there. Continue to be patient. Email them again. And then next week, email them again.
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Re: ML 2.0: Advent of Decay Quality Issues

Postby Tybalt » Sun Sep 22, 2019 2:33 am

I sent a note to them about a lot of my 2.0 figures having a good chunk of plastic gouged out of the crotch, in the slot where the front skirt piece would peg in, which made all the hips really loose. I sent in the note on the 12, and got an instant replay back from Mike, saying they’ll get it shipped ASAP. I contacted again though on the 20th to inquire about what time it would arrive, but I got no responses. I wanna ask again, but I’m unsure if it’s necessary.
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