I always call and speak with someone. They ask for an email with pics, but at least then the email goes to someone specific. That CS rep usually emails back confirmation that they received the pics right away. Then it's just a matter of waiting for the returns department to get to your inquiry.
There is one flaw on mine, there is a little bump on his chest, like an acne. Other than that this statue is almost flawless, the cloth material and paint job are great. Still debating if I should get the replacement body or not. I probably will.