okcomputer
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FAST AND HARD
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Post by okcomputer on Oct 2, 2020 14:23:43 GMT -5
I'm gonna gush for a minute about the best costumer service I've ever dealt with. The other day I got 3 Mezco One:12 figures from BBTS, and one of them (Supreme Knight Batman) broke a knee joint as soon as I moved it. I have a lot of One:12 figures and this is the first time one of them has ever broken.
I contacted BBTS for a replacement (it's an $85 figure, I didn't want a broken one) and they got back to me last night asking for a photo or video of the issue. A very reasonable thing to request, especially for an expensive item. Because One:12 figures have fabric costumes covering the joints, there wasn't a way to make the break visible in a photo so I took a short video showing how one of the legs had nice and tight knee joints while the other one was all floppy and broken. Because I was doing all this stuff from my phone (I don't own a laptop currently, long story), I was having trouble getting the video to attach to the email from my phone. I think I sent 3 different attempts but none of them worked.
Cut to today, and I get another email from Bryce at BBTS saying how none of the emails had the video in them, but not to worry about it and they'll send out a replacement figure right away. I don't even need to return the broken one back to them. Maybe they checked my customer history with them and saw how long I've been buying stuff from them (since at least 2008) and how much money I've spent at their store (I don't even want to know), but I've NEVER had any business provide this level of customer service. A completely hassle-free (except for the damn video not attaching to the email) replacement for an expensive figure, with no need to send them the broken one back. Amazing.
Kudos to BBTS. Buy your figures from them.
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S. Griffin
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SMARTASS
I read your pass post and u sounded smart enough to not be stupid and there level.
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Post by S. Griffin on Oct 2, 2020 16:22:46 GMT -5
Big Bad is awesome. They do costume stuff, too?
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frinspar
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Hi, Buck Melanoma. Moley Russell's wart.
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Post by frinspar on Oct 2, 2020 16:44:15 GMT -5
That's badass. I've never had a claim with them, but I've been lucky enough to have my stuff arrive safely. The pre-order and pile of loot systems, along with low shipping, can't be beat.
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S. Griffin
Scribe
SMARTASS
I read your pass post and u sounded smart enough to not be stupid and there level.
Posts: 5,701
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Post by S. Griffin on Oct 2, 2020 17:10:53 GMT -5
They've replaced Amazing Yamaguchi Venom parts for me, sent me three Doctor Who 8th Doctor figures before we realized that they all had a short (and slightly out of its socket) right leg), and they sent me three (with exchanges) DC Direct BTAS Grey Ghost figures before I got one that was actually up to "Collectors Grade" standards, and that's just in the last five years. I generally don't have issues with the figures I get from them, and I've been buying from them for at least twelve years. Occasionally they're shitty about giving an estimated arrival date on something they've been expecting for months, but otherwise, I've never been anything but very happy with them, and even though sometimes they sell things for a few bucks more than the other guys, sometimes it's worth it to me to know that I'll get better service. And Pile of Loot is pretty awesome, too, although I've never had more than three things at a time.
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okcomputer
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Post by okcomputer on Oct 2, 2020 17:48:10 GMT -5
I’ve returned stuff to them before, mostly broken NECA figures back when that was always an issue. But this is the first time *any* company has offered to replace something free of charge without even requiring a return of the broken thing.
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S. Griffin
Scribe
SMARTASS
I read your pass post and u sounded smart enough to not be stupid and there level.
Posts: 5,701
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Post by S. Griffin on Oct 2, 2020 18:26:31 GMT -5
They wanted me to break/destroy the Doctor Who figures and send them photos, and from what I'm seeing on the Sideshow Collector Forums, NECA figures breaking is still very much an issue.
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Post by BeefEaster on Oct 2, 2020 18:37:38 GMT -5
They replaced my hot toys berserker pred fig that had a broken ball joint on the shoulder pretty much no questions asked.
They said I was supposed to destroy the defective one but didn't ask for proof that I actually did it.
But yeah, I've spent A LOT of money there over the years too so that probably had something to do with why they were so accommodating.
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frinspar
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THE ROGUE SCHOLAR
Hi, Buck Melanoma. Moley Russell's wart.
Posts: 18,003
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Post by frinspar on Oct 2, 2020 19:29:32 GMT -5
I’ve returned stuff to them before, mostly broken NECA figures back when that was always an issue. But this is the first time *any* company has offered to replace something free of charge without even requiring a return of the broken thing. Bought a headboard from Wayfair maybe 5 or 6 years ago. Came with one of the corners bashed. Nothing severe, and could have been fine since it was the bottom and would end up behind the mattress. But I sent a pic to them and asked if it was worth me shipping it back to replace. The woman I talked with didn't hesitate and put another in motion to ship out the next day. I asked about the first one and she said it wasn't worthwhile for them to ship it back and to do something with it.
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okcomputer
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Post by okcomputer on Oct 2, 2020 22:01:43 GMT -5
And that’s the story of why frin has two headboards.
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okcomputer
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Post by okcomputer on Oct 8, 2020 9:43:36 GMT -5
I figured out a way to send them a pic of the broken Batman (the fabric on the costume is stretchy enough that I could pull the broken joint out of place and bend the leg off to the side, something I didn't think of last week). I emailed the pic to BBTS, and they got back to me again saying not to worry about sending the broken one back, and the free replacement is on its way. At least now they know I'm not trying to scam them for a free figure, and BBTS customer service is still awesome.
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frinspar
Global Moderator
THE ROGUE SCHOLAR
Hi, Buck Melanoma. Moley Russell's wart.
Posts: 18,003
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Post by frinspar on Nov 3, 2020 16:32:01 GMT -5
I have 4 things in my pile with one coming due to ship in the next few days, so they'll probably be on the way soon. I was really hoping they'd get Destro and Marty McFly in before that time came. I've seen Marty on shelves but refrained since I had it on pre-order. Although seeing it in-hand, it is a killer figure. Kind of expect them to never get the first wave Joes in now, and they'll cancel my Destro order.
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