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Has Good Smile Company's Product Defect Policy changed?

oicoic5 d. temuAsk MFC
Would any GSC experts know what their official policy is on product defects? I submitted a request on Friday for a 'New In Box' Nendoroid Ice Kirby ITEM #549366 that my friend bought for me. I asked GSC to look at three parts with numerous black dots and/or black threads trapped in the front areas, and a GSC pre-order bonus candy that split in half along the glue seam once put in its hand attachment part.

I received the following response just an hour ago:

Dear Customer,

Thank you for your continued support of Good Smile Company products.
This is in response to your inquiry.
We regret to inform you that we cannot help you on this matter since you have mentioned that this was a gift. Our customer service policy is not applicable to gift item.
Regrettably, we do not sell any extra parts of our products.
Those are our company policies.
We are terribly sorry that we cannot offer you a support this time, but your understanding would be very much appreciated.

Regards,
Good Smile Company Customer Support
/c


Up until this point I only knew that their product defect support was limited to authentic releases of up to a year and could also be rejected if they consider the 'defect' more a consequence of hand painted production.

So... is this new? Do they reject products received as gifts even when they're new/sealed? I've asked them to provide me with some more information on the policy since I didn't see it included anywhere in the printed product manual or website.

edit; I replied to their email with a copy of my friend's receipt and a request that they use it to reconsider their decision. Fingers crossed!

Regarding gifts and secondhand figures not being eligible for GSC product support, I found a blog post from 5 years ago that quotes a representative saying otherwise:
Pokaż zawartość spoileraUkryj zawartość spoilerablog/6433
Regarding second hand, I have asked Good Smile Support as to which of the following is eligible for support:


1. purchased from shop that sells second hand figures, but figure box is sealed & unopened
2. purchased via proxy service, figure is new & sealed
3. purchased with the help of a friend, figure is new & sealed.
4. purchased from a shop, figure is old stock but sealed & unopened.

They answered me this:

Dear Mr. / Ms.

Hello. It is sk again.

According to our standard policy, you can be available for our support service if your product is genuine and new. New means about a year old product. If the product is very old, we do not have the stock of it.

So, you can be available for our service concerning 2 and 3.

But please remember there may be some exceptions. It depends on the case.

Anyway, please contact us with some photos if you receive our product with defect. We will examine and let you know the result.
1,506 wyświetleń • 14 komentarzy

Good Smile Company's product defect support

  • 25%is very generous and hasn't changed.
  • 33%has become more strict with time.
  • 42%varies on which representative handles your request.
  • 88 głosówPubliczne głosowania

Komentarze14 komentarzy

Interesujące komentarze
21pt
like mentioned before, you can't contact them for gifts or secondhand products. if your friend tries to contact them it's ok and they will probably help you
5 d. temu
Najnowsze komentarze
3pt
Stalking Loli hunter
They were very very helpful and super nice some years ago, but word got around and many people started taking advantage of that.
From 2010 to 2012 I've had several slightly defective products I let them know about, and they always sent me replacements. They were all items I bought straight from GSC or pre-ordered in another major shop like AmiAmi and the like. Usually items released the same year.

However...

In 2013 I bought Nendoroid Pastel Ink (released on 2008!) from Mandarake, unopened, and from outside the box you could seed her neck-joint already shattered and stuck into her body. I contacted GSC, let them know the situation, and they didn't hesitate to send me a new body, neckjoint and faceplate, even if the product was already FIVE years old.
They did say, and I quote:
"You are lucky. Sometimes we cannot send replacements because the product is old or some other reasons."

Later in 2013-2014, I contacted them about another product which was also a bit old, and they said they would not give replacements for products 1 year old or more.

I think people were abusing the system (I don't think I was since I bought legitimate figures and only contacted them if they were UNOPENED) and requesting for extras they didn't need, or after they BROKE the figures. Sucks, but this is how it is. At least they do provide help in some cases; haven't heard much about other companies support though.
3 d. temu
2pt
I had problems with that Ice Kirby Nendo, my box arrived with missing parts, the package included the bonus but, the nendoroid plug and the extra yellow stick weren't in the box, so i asked them for a reposition attaching many photos, they asked me to send them more photos and then I attached a video from the day it arrived and finally accepted my request and sent me the missing parts

THE POINT IS THAT all you need is a good explanation, if the figure is genuine and no matter who, it was bought on the GSC website so hope you'll get good news
3 d. temu
6pt
You should have your friend send them a message. I gave my boyfriend a couple of nendoroids for christmas, and 2 of them had flawed/defective parts. So I messaged GSC and told them that I bought these nendoroids from Amiami, and that they had flaws. For the Spiderman nendoroid, they only asked for photos. For the Morgana nendoroid, they asked for photos and the receipt from Amiami. I sent them the photos of the nendoroids, and the receipt. After a few days they replied, and sent the replacement parts. I told them in the first message that I bought these as gifts, and to address them to my boyfriend, which they did.
3 d. temu
1pt
oic °˖✧◝(⁰▿⁰)◜✧˖°
Mekuneko (4 d. temu) #31103328Happened to spot your question.
Yes, everything that's preowned is counted as secondhand. I guess this is because there is no proof that it was unopened. So, the services you mentioned normally won't be applicable for spare parts, but sometimes it might be worth trying.

Ahh, okay that makes sense. Thank you for clarifying and seeing my question!
4 d. temu
3pt
Happened to spot your question.

oic (4 d. temu) #31103152Do sealed/new products purchased from websites like AmiAmi pre-owned or Mandarake or even MFC count as secondhand...? Or does secondhand mean opened/used?
Yes, everything that's preowned is counted as secondhand. I guess this is because there is no proof that it was unopened. So, the services you mentioned normally won't be applicable for spare parts, but sometimes it might be worth trying.
4 d. temu
1pt
oic °˖✧◝(⁰▿⁰)◜✧˖°
Thank you to everyone who has voted and replied! The information on here has helped me figure out what I may have done wrong (saying it was a gift) and should have done (had my friend submit it for me). I didn't realize the defect submission policy was so exact, so I'll see what they say to my reply that included my friend's invoice and learn for the future. ( *-*)9

LovelyIdiot (5 d. temu) #31102226Pokaż zawartość spoileraUkryj zawartość spoileraThat's really weird. I know they have become stricter overtime as when I started out five years ago, they replaced parts even if you accidentally broke it within the one year period. Now they only do that for manufacturing defects, but I thought they did not care where you got the figure from as long as you got it brand new and unopened? Maybe the supplier store is important now.
Wow, that's so different! I wouldn't have even thought they would cover that. I would probably exclusively buy from their online shop if they would allow order combinations on pre-orders. They announced a Nendoroid (which I immediately pre-ordered) and then a Nendoroid More set (that I was *o* over) about 2 or so weeks apart - but with the same month of release. $18 international shipping x2 because I can't combine? My wallet/financial advisor said no. Thank you for the reply!

kyoshinhei (5 d. temu) #31102235Pokaż zawartość spoileraUkryj zawartość spoileraGSC's customer service often asks that you provide a proof of purchase. This is presumably to prevent people who bought a secondhand product to try and pass wear and damage as a production flaw or a bootleg as an original.
You should ask whoever gifted it to you if they've kept the bill and if they can provide it.
Besides, since it is an item with an exclusive bonus, it can presumably only be bought from GSC's online shop or GSC's convention booths. If it was bought from another source, then it probably falls outside of GSC's authorized distribution circuit and that might also net you a rejection.
On a side node, as far as I know, GSC provides warranty as long as their spare parts stock last. One year is more of a rule of thumb and I suppose it could be shorter or longer depending on the situation.

This was very helpful, thank you! I submitted my reply to their email with a copy of my friend's invoice and I hope they'll help me once they've seen it. Do sealed/new products purchased from websites like AmiAmi pre-owned or Mandarake or even MFC count as secondhand...? Or does secondhand mean opened/used? This might seem like an obvious answer, but I honestly cannot tell based on what I've read from other collector's experiences with GSC support. I've been hunting a lot of previous releases on those websites as I really come into figure collecting and I don't know where I stand on those. Once again, thank you for the reply!

xxnickiyxx (4 d. temu) #31102311Pokaż zawartość spoileraUkryj zawartość spoileraThe old blog you quoted literally says ''But please remember there may be some exceptions. It depends on the case''
And I'd say their customer service is still generous (looks at other companies who pull a straight 'no outside Japan sales support'). That said a lot of people abused their generosity to get replacements for old items, bootlegs, or things they broke themselves (you'll find plenty blog posts about that too)
So while still generous I do think they've changed their policy to avoid abuse.

I acknowledge that, and in my quoting it I meant to apply it to my own situation, which is why I provided details on what I submitted. I don't really understand what about my case warranted a departure from that previous representative's response, granted that it was 5 years ago and times change! Their customer service is normally very generous, I agree. My first experience with them 2 years ago blew me away and I even wrote them a thank you letter. What you're saying here about people abusing their policy.... I honestly can't even. They even ship it EMS at their own expense, why would people step on their kindness and ruin something wonderful. Thank you for the reply! It helps put things in perspective.

Tattsuns (4 d. temu) #31102430Pokaż zawartość spoileraUkryj zawartość spoileraI think it changed with years, may be they noticed people overusing their kindness by asking often on figures especially old, i rarely asked them helped, out of the few times they refused once, the reason was it was an old exclusive figure and they don't have the part anymore, sometimes i think being honest doesn't play in our favor, may be they would have helped you if you just contacted them with the receipt of your friend and didn't talk about gift, have you tried again on your friend behalf?
I think that kind of rejection, that it was an old figure that GSC simply just doesn't have parts of anymore, doesn't reflect badly on GSC or the requester (so long as it was an unopened/'new' older release they just bought). My overly honest request was born from naivety, because I had no idea that anything other than new and authentic products mattered to them. If I could do it again, I would have submitted it after asking my friend for the purchase details and then including it with the note that it was a gift but I could provide the invoice for them. If they decline to help after my email reply, I will ask my friend to submit it on my behalf and just hope it changes things. Thank you the reply!

Okeno (4 d. temu) #31102897Pokaż zawartość spoileraUkryj zawartość spoileraOh, I forgot something. Now, granted, it's been a couple of years since I've had to do it, but I have found in the past that you can sometimes buy certain parts from GSC Japan's website. You have to obviously use the Japanese website, the Japanese customer support form, type in Japanese, and have a Japanese address (probably not a forwarding address - I've always used a residential address). A foreign name in Katakana is okay. Anyway, I've used that as my last-ditch effort to get replacement parts if an international support option doesn't work.
When it's the Japanese support site with a Japanese mailing address, they've sent me slightly older figma parts Cash on Delivery before.
I suspect this may be a thing of the past, but if you are absolutely desperate (assuming no one here can confirm that GSC Japanese has stopped this) it's an option if you can find a friendly party to help provide the address.

This is interesting! I have some people I can ask for their help with the form and their address, so I'll keep this mind as a last resort. Thanks for the information. ^^

tharglet (4 d. temu) #31102928Pokaż zawartość spoileraUkryj zawartość spoileraJust in case the same rep handles it, I'd probably take some fresh pictures, just so they don't think it's an alt account trying to diddle them.
Ahaha, I feel like at that point I would rather just scrap the whole effort, because I can't imagine many people submitting the same exact defect points and parts. I would feel so ashamed when they called me out on it with a "hi again, no again" message. XD Thanks for the reply!

migur (5 d. temu) #31102250Pokaż zawartość spoileraUkryj zawartość spoileralike mentioned before, you can't contact them for gifts or secondhand products. if your friend tries to contact them it's ok and they will probably help you
Definitely, I will be giving this a shot if they respond in the negative to my last email with a copy of my friend's invoice. In the future I will be wiser about GSC products received as gifts. Thank you for the reply!
4 d. temu
4pt
Okeno (4 d. temu) #31102468If they still reject it, I'd recommend you get the friend to submit the request with your pictures. Since he purchased it from GSC's website (he must have since he got the GSC exclusive) it should be very easy to prove he purchased, etc. and get support.
In the future probably better not to say it is a gift and get the receipts in order first.


Just in case the same rep handles it, I'd probably take some fresh pictures, just so they don't think it's an alt account trying to diddle them.
4 d. temu
2pt
Oh, I forgot something. Now, granted, it's been a couple of years since I've had to do it, but I have found in the past that you can sometimes buy certain parts from GSC Japan's website. You have to obviously use the Japanese website, the Japanese customer support form, type in Japanese, and have a Japanese address (probably not a forwarding address - I've always used a residential address). A foreign name in Katakana is okay. Anyway, I've used that as my last-ditch effort to get replacement parts if an international support option doesn't work.

When it's the Japanese support site with a Japanese mailing address, they've sent me slightly older figma parts Cash on Delivery before.

I suspect this may be a thing of the past, but if you are absolutely desperate (assuming no one here can confirm that GSC Japanese has stopped this) it's an option if you can find a friendly party to help provide the address.
4 d. temu
6pt
If they still reject it, I'd recommend you get the friend to submit the request with your pictures. Since he purchased it from GSC's website (he must have since he got the GSC exclusive) it should be very easy to prove he purchased, etc. and get support.

In the future probably better not to say it is a gift and get the receipts in order first.
4 d. temu
5pt
I think it changed with years, may be they noticed people overusing their kindness by asking often on figures especially old, i rarely asked them helped, out of the few times they refused once, the reason was it was an old exclusive figure and they don't have the part anymore, sometimes i think being honest doesn't play in our favor, may be they would have helped you if you just contacted them with the receipt of your friend and didn't talk about gift, have you tried again on your friend behalf?
4 d. temu
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