Asmus - 1/6 Gollum/Smeagol

[monkeyjedi]

They do state on their site that a refund is possible.

[Free Replacement] If the defected part is confirmed for replacement, we will send it to you without further charges. Please be reminded that, in some circumstances, we may request for your assistance to return the defected part. You may need to cover the shipping cost for returning to us, and in exchange we will cover the fees for shipping it back the replacement back to you. [Return the Product] If the problem is unable to be fixed nor replaced, we are very sorry but may request for your help return the product to us. We will grant a full refund to you when we confirm receipt of the product.

Yeah, I checked this on their site too, but we all know about Asmus replacements that never actually appear.
Keep us posted if they reply, I'll do the same.

Consumers should be out ZERO money in cases like this. This is their ********. It shouldn't cost us a dime. You sent out a bad product without fully testing said product. The customer shouldnt have to owe a dime in this.

Damn straight.
What worries me is that this Deluxe 2-pack is now completely worthless, it has zero value to anyone.
I would probably never display it and I could certainly never sell it so it would literally be just trash.
I know we may never get another 1/6 Gollum/Smeagol but I'll make do with my Neca's.
This is just a loss I am not willing to accept.

 

[Rzeznikk]

Yeah, I checked this on their site too, but we all know about Asmus replacements that never actually appear.
Keep us posted if they reply, I'll do the same.



Damn straight.
What worries me is that this Deluxe 2-pack is now completely worthless, it has zero value to anyone.
I would probably never display it and I could certainly never sell it so it would literally be just trash.
I know we may never get another 1/6 Gollum/Smeagol but I'll make do with my Neca's.
This is just a loss I am not willing to accept.

Agreed. They really screwed the pooche on this one.

 

[batsheva]

Consumers should be out ZERO money in cases like this. This is their ********. It shouldn't cost us a dime. You sent out a bad product without fully testing said product. The customer shouldnt have to owe a dime in this.

Completely agree on this.

 

[Wor-Gar]

This is definitely the worst situation I have seen in all my years collecting (well, not as bad as Molecule8 but you know what I mean).

It's going to hurt Asmus badly, one way or the other. I think 'good will' is over at this point.

 

[RandomHero]

I think at this point, Asmus just needs to do the noble thing and take the financial hit instead of the PR hit. They’ve just had too many disasters piling up now.

They don’t seem like bad people at this company. They’re clearly passionate about LOTR. I want them to succeed and fill the space that InArt will not. But this isn’t how you do it.

I’m sure they’re in full panic mode and rightfully so, but the only way out of this is to offer a replacement at not charge to anyone who can prove they bought one of these and then have a couple of flawless LOTR releases in a row. They need to prove that they can still put out good figures.

Mistakes and oversights happen. Economic difficulties happen. But customers shouldn’t be left disappointed or screwed over. They’ve gotta rectify this.

 

[Wor-Gar]

I think at this point, Asmus just needs to do the noble thing and take the financial hit instead of the PR hit. They’ve just had too many disasters piling up now.

They don’t seem like bad people at this company. They’re clearly passionate about LOTR. I want them to succeed and fill the space that InArt will not. But this isn’t how you do it.

I’m sure they’re in full panic mode and rightfully so, but the only way out of this is to offer a replacement at not charge to anyone who can prove they bought one of these and then have a couple of flawless LOTR releases in a row. They need to prove that they can still put out good figures.

Mistakes and oversights happen. Economic difficulties happen. But customers shouldn’t be left disappointed or screwed over. They’ve gotta rectify this.

Completely agree.

I think this situation, for good or for bad, will absolutely define Asmus for its next 10 years...

 

[monkeyjedi]

I completely agree with everything above, but we say the same thing every time they screw up and they NEVER do the right thing.
When they get it right, they knock it out of the park, and I love them for that, but when they make a mess and go into "panic mode", they turn on us, treat us like idiots and offer some half-hearted compromise that leaves us feeling ripped off.
They've done it so many times now, it's just not okay.

I don't want a replacement, these figures are garbage and they will always be garbage, and Matrix and I can't be the only ones affected, so I hope everyone else speaks up too so we can all go to Paypal demanding our money back, because they clearly don't care about bad PR, but being blacklisted on Paypal might make them act a little more professionally, and a flood of cancelled pre-orders and Sideshow returns will definitely wake these guys up and force them to take responsibility rather than just take our cash.

We have to stop being so forgiving just because we so badly want a particular figure in our collection and will pay 300 bucks for what is essentially worthless garbage, it's a lot of money, man!!

I'm sorry to rant, but I'm mad as hell and I ain't gonna take it anymore.
This is an intervention.

 

[monkeyjedi]

You could make a good gollum at night display with the bue arms. Just paint the rest also a bit blueish.

This was brilliant, and I actually caught myself thinking about it before I had to slap myself in the face!!

 

[Nagoya]

Yeah, even if they rectify this, I’m kind of at the point where I don’t trust them to test any of their future products. Last comment here since I don’t need to repeat what’s already thankfully being agreed upon.

I’m not one of those people missing one or two characters from a deep LotR collection or anything, so I’m fully done with Asmus.

 

[batsheva]

Completely agree.

I think this situation, for good or for bad, will absolutely define Asmus for its next 10 years...

I completely agree with everything above, but we say the same thing every time they screw up and they NEVER do the right thing.
When they get it right, they knock it out of the park, and I love them for that, but when thet make a mess and go into "panic mode", they turn on us, treat us like idiots and offer some half-hearted compromise that leaves us feeling ripped off.
They've done it so many times now, it's just not okay.

I don't want a replacement, these figures are garbage and they will always be garbage, and Matrix and I can't be the only ones affected, so I hope everyone else speaks up too so we can all go to Paypal demanding our money back, because they clearly don't care about bad PR, but being blacklisted on Paypal might make them act a little more professionally, and a flood of cancelled pre-orders and Sideshow returns will definitely wake these guys up and force them to take responsibility rather than jut take our cash.

We have to stop being so forgiving just because we so badly want a particular figure in our collection and will pay 300 bucks for what is essentially worthless garbage, it's a lot of money, man!!

I'm sorry to rant, but I'm mad as hell and I ain't gonna take it anymore.
This is an intervention.

True this.
Especially hearing the issue with them and WB about the LOTR franchise..

I do agree that some people inside asmus is passionate about LOTR.
However, almost in all of the issues asmus had, the main problem is them cutting corners and breaking promises*
And that is very shady.

*More details about that:

Spoiler

saying that they will send replacement head for a deformed head and never deliver after years, that's bad. Saying they have no extra cost to make a decent box for a deluxe product, when they later discounted that very deluxe version.. that's bad. Offering to send the regular box at the buyer's expense, even though it fits on the Dx box.. and changing the shipping arrangement that added a lot of extra cost to the customer.. that is bad.

Delivering ash with so many issues, body changed and some parts unpainted because of cutting corners.. henrietta that is bald and painted poorly, that is awful. They don't admit it at first, only after the people here and FB pointed it out, then they start sending a replacement henrietta.

Now Gollum/Smeagol. Any decent company with such a big license would do a test run on the rubber material. I know similar thing happened to HT's Iron Man pants/crotch area but it takes a while for that to happen, more than a year. And it didn't happen to other parts, just the pants. Also, not everybody is affected with this issue, I still have the original Mark 4 without the fading pants. Thankfully they fix it so the issue never happened again.

And here, @Asmus do not respond to the glaring issue. They replied once to a member with different issue, but did not address the others with the color changing Gollum/Smeagol.

If they can develop a trouble-free replacement body, the right thing to do is to send free replacement without any shipping cost and tax charged to those affected.
If they can't develop a new trouble-free replacement body, then a full refund is in order. If they ask the buyer to return the figure and pay the shipping, it will be very unfair to the buyer because they will spend money (for the shipping and tax when the figure arrive, and for the return shipping) for nothing.

..and a flood of cancelled pre-orders and Sideshow returns will definitely wake these guys up and force them to take responsibility rather than jut take our cash.

Sadly this has happened before with their ash.. that is not enough of a wake up call, I guess.

 

[RandomHero]

And here, @Asmus do not respond to the glaring issue. They replied once to a member with different issue, but did not address the others with the color changing Gollum/Smeagol.

You bring up plenty of valid points and no one should discredit any of them. But I feel compelled to comment on this one.

It’s worth mentioning that the person who runs the account here is very likely not someone who can make decisions on customer service issues. I’m sure he/she can note the things we’re saying and pass them along, and ask for reparations on outstanding issues, but I don’t think he can issue refunds or ship out replacement parts himself.

Now, Asmus as a company needs to be issuing refunds and replacements, but I’d just like to kindly suggest we don’t bully the account because the lack of response here probably means they want to help but also don’t want to get fired.

It’s horrendous if Asmus as a company won’t address this, but let’s give the account here a little slack. I don’t think that’s unreasonable.

 

[batsheva]

You bring up plenty of valid points and no one should discredit any of them. But I feel compelled to comment on this one.

It’s worth mentioning that the person who runs the account here is very likely not someone who can make decisions on customer service issues. I’m sure he/she can note the things we’re saying and pass them along, and ask for reparations on outstanding issues, but I don’t think he can issue refunds or ship out replacement parts himself.

Now, Asmus as a company needs to be issuing refunds and replacements, but I’d just like to kindly suggest we don’t bully the account because the lack of response here probably means they want to help but also don’t want to get fired.

It’s horrendous if Asmus as a company won’t address this, but let’s give the account here a little slack. I don’t think that’s unreasonable.

Yes, I understand your points. It is reasonable.

It's just that I think it's been more than two weeks since the issue first started, and recently (after the issue is up) the rep replied to one of the members here.
Maybe instead of being silent about it, even after being mentioned, and one of the member even making crickets noise.. they should address the issue here as well, and ask for some time to come back with a decent solution, or something like that.

Like you said, this will be a financial hit instead of PR hit, but addressing the issue to the affected customer and the other customers here publicly is also important, I think, instead of cherry picking on responding.
I know they have privately responded to some of the affected customers, but for the rest of the customers, some of them have the figure in order, maybe waiting for it to be shipped, etc, and they have valid concern about this.

But points taken, I will not mention asmus' account again for this matter, and I hope they fix this issue for the affected customers.

 

[monkeyjedi]

It’s worth mentioning that the person who runs the account here is very likely not someone who can make decisions on customer service issues. I’m sure he/she can note the things we’re saying and pass them along, and ask for reparations on outstanding issues, but I don’t think he can issue refunds or ship out replacement parts himself.

In which case I'm sure he/she can tell us our concerns are being heard, that would be enough, and I certainly don't think anyone would get fired for just acknowledging us, that would be ridiculous.
The silence is to maintain plausible deniability, whether instructed to by superiors or not, it's still avoiding responsibility, and also explains why we keep getting new reps.
Whenever there's a serious problem, the rep we had goes silent and then a few weeks later it's someone new.
They are not just another board member, they are representing Asmus, so don't be so forgiving, we have every right to mad at all of them.

 

[Rzeznikk]

Anyone want to start a petition on change.org? I would, but unfortunately I'm going through a family death at the moment and don't have the time to get things moving.

Maybe a petition with so many signatures and then present this to paypal and Asmus in a way of a class action to get ourselves reimbursed? Because we know full well Amsus won't refund everyone.

Just a suggestion. If someone does, I'll sign. I'll share on my Instagram as well....

 

[batsheva]

Anyone want to start a petition on change.org? I would, but unfortunately I'm going through a family death at the moment and don't have the time to get things moving.

Maybe a petition with so many signatures and then present this to paypal and Asmus in a way of a class action to get ourselves reimbursed? Because we know full well Amsus won't refund everyone.

Just a suggestion. If someone does, I'll sign. I'll share on my Instagram as well....

Maybe give some more time to asmus' rep here to respond?
I mean, they are active in other threads. Maybe give them deadline to respond here before starting a petition?

And I am sorry for your loss, mate.

 

[Rzeznikk]

Maybe give some more time to asmus' rep here to respond?
I mean, they are active in other threads. Maybe give them deadline to respond here before starting a petition?

And I am sorry for your loss, mate.

Thanks man. That's fine we can give them more time.

 

[monkeyjedi]

Anyone want to start a petition on change.org? I would, but unfortunately I'm going through a family death at the moment and don't have the time to get things moving.

Maybe a petition with so many signatures and then present this to paypal and Asmus in a way of a class action to get ourselves reimbursed? Because we know full well Amsus won't refund everyone.

Just a suggestion. If someone does, I'll sign. I'll share on my Instagram as well..

I don't think we need a petition, if enough people contact Paypal saying they've been ripped off, Paypal will investigate and take action or threaten suspension of their account, which should be enough to get Asmus to refund us, they are not bad people, but to try and and fight us and Paypal would be BAD.

Let's not beat around the bush, we've been ripped off, and I'm giving them until the end of the week to get back to me, then I'm going to straight to Paypal and filing a report.

 

[monkeyjedi]

I'll share on my Instagram as well....

Not a bad idea to share what's happening on your Insta anyway?
I don't know much about the community outside of here, but you're one of it's Rock stars!!

 

[BACON!]

I am so afraid to open this thing I haven't event opened its shipping box

 

[RandomHero]

Yes, I understand your points. It is reasonable.

It's just that I think it's been more than two weeks since the issue first started, and recently (after the issue is up) the rep replied to one of the members here.
Maybe instead of being silent about it, even after being mentioned, and one of the member even making crickets noise.. they should address the issue here as well, and ask for some time to come back with a decent solution, or something like that.

Like you said, this will be a financial hit instead of PR hit, but addressing the issue to the affected customer and the other customers here publicly is also important, I think, instead of cherry picking on responding.
I know they have privately responded to some of the affected customers, but for the rest of the customers, some of them have the figure in order, maybe waiting for it to be shipped, etc, and they have valid concern about this.

But points taken, I will not mention asmus' account again for this matter, and I hope they fix this issue for the affected customers.

Trust me - it wasn't an attack on you.

Asmus needs to learn from their mistakes and learn to stop pushing customers away in favor of not losing money over cutting corners. They have competition now and it's now or never to right the ship. We need to make our voices here. The Gollum situation must be made right and the Gil-Galad figure must be perfect with no shortcuts or they are going to lose a tremendous amount of the people who are still loyal to them.

My dream of Haldir is all but dead and at this point I need to pray InArt will make Boromir and Eowyn if I want them in my collection. So I'm willing to criticize as much as anyone else now.

Still, I hate the internet at times because it's easy to be mean when you're just looking at words on a screen and not a human face. I'm sure the rep is not the decision maker and if he decides to stop coming here, we have lost whatever line of communication we have to Asmus, however insignificant it may be at times.