[Xerofall]

In an effort to consolidate and inform all Club members that have had quality issues with their Figure Subscription Service I have asked that this be made into a sticky for future reference.

As we're all discovering the quality of our FSS figures has been less than stellar for quite a few members. Rather than re-post, bump or search for the relevant information we should all come here to get the facts and information needed to replace damaged or missing products.

As usual let's try to keep the gripes and complaints to a minimum. We all know cards are arriving bent, bubbles melted or off the cardbacks, some even missing accessories. It's also known that it's random. Most will get their orders in pristine condition. Some won't care because they open them anyway, however that should not matter when we're paying an exclusive price for these exclusive products. This is intended to share how our items are being received and figure out a way to resolve these problems. Ultimately I'd like to work with the Club so they can look into these issues in a professional and adult manner, leaving petty drama and emotions out of it if possible.

If you have a damaged or missing product, please post here.

* Pictures are nice so we can clearly see the issues.
* Please tell us if you purchased insurance as well.
* Please post when you sent the email (or called,) when you received a reply from the Club and what the instructions were.
* Please post when you've received your replacement and the condition it arrived in.

The contact at the Club to report any damages to the FSS products is [email protected]

Below is a copy/paste of the Club's terms and conditions taken directly from their website... https://www.mastercollector.com//fss...conditions.cfm - This also covers a few other frequently asked questions. Bookmark this for future reference. GIJOECLUB.COM - The Official G.I. Joe Collectors' Club! - Look toward the left at Site Navigation. You will see a link named FSS Log-In, Once there look toward the bottom in black, you will see "My Account" and from there you'll be able to access your FSS account.

Please note: The "Contact Us" link is broken, but their contact email address is in the Terms and Conditions link and I posted it above and below.

Quote:

IF I HAVE A PROBLEM WITH MY SUBSCRIPTION, HOW CAN THIS QUICKLY BE RESOLVED?

Please let us know how we can help by emailing us at [email protected]. We will get back to you promptly.

PLACING A CLAIM FOR DAMAGED, LOST, OR MISSING ITEMS

United States Postal Service

Keep the damaged items with the original shipping carton, packing material and outside wrapping. You will need to inform us within 10 days concerning items that are damaged, lost, or missing from the order, via fax at 817-448-9843 or email at [email protected]. We will confirm via email within 48 hours that we have received your inquiry. If you do not receive a confirmation email from us within two business days, that means we did not receive your inquiry. Please call our office at 817-448-9863 so that we may assist you. We may need to document damage by asking you to supply photos of the damaged items.

FedEx

Save the damaged items, original shipping carton and packing material. Keep these items for inspection by FedEx. You will need to inform us within 10 days concerning items that are damaged, lost, or missing from the order, via fax at 817-448-9843 or email at [email protected]. We will file the claim on your behalf & your product will be replaced as soon as FedEx approves your claim.

HOW LONG DOES THE CLAIM PROCESS TAKE?

The claim process can take up to two weeks. If you do not receive a confirmation email from us within 48 hours, that means we did not receive your inquiry. Please call our office at 817-448-9863 so that we may assist you. We may need to document damage by asking you to supply photos of the damaged items. If merchandise is out of stock or no longer available, then a credit will be issued to the cardholder or an equivalent/similar product may be substituted. Please note if the payment method was a credit card, the credit card company can take up to 30 days to post your refund. We do not have any control over your card company's credit policy. Package condition is shipped in a C-8 or better unless otherwise noted in the description.

INSURANCE

If you have elected to take the insurance option on your order, we will immediately reship replacement products to you upon mutual agreement that the order was damaged in shipping. In some cases, we may need to send a call tag for the item in order to replace it. Please retain the damaged item and any shipping cartons until you receive further instruction. If we no longer have the item in stock, we will offer a similar product or refund the price paid for the original damaged item(s). If you elect not to take the insurance offered, we have no responsibility for replacing lost, damaged, non-delivered or misdelivered items.

I am currently working with the Club on clarification on the INSURANCE bit of their terms and conditions, because it differs from the instructions and reply I received. I will let you know what's going on when or if I receive a reply.

Please note they ask you begin the process within 10 days. So get on it as soon as you receive a damaged item and follow all instructions if you haven't heard back from them.

Also note that the old saying, “You catch more flies with honey than you do with vinegar” applies here. Basically it means you'll typically have an easier experience by being polite than you would being angry. I've had a few issues with the club in the past and I've always received care and satisfaction. I've emailed Brian personally with concerns and all were addressed personally within a few hours. Despite being upset, I try my hardest to be professional and just state the facts, keeping emotion out of it.

[Xerofall]

Here's my incident: Falcon arrived with a melted bubble. Scratched bubble and card. Bubble ripped from the card and a cracked bubble on the side. I purchased the extra insurance.








I sent an email asking for a replacement on 1/22/14 at about 10am Mountain time. I received a reply to the email at around 12:30pm instructing me to return the figure via First Class and once received they'd send a replacement.

I have included the following letter in hopes of jump starting something to get some answers or changes from the Club...

Quote:

I’m curious what the difference is between those that purchased insurance and those that did not. I was asked to send back my damaged product on my own dime for replacement. As noted above from the FSS Terms and Conditions the highlighted section is misleading and differs from the instructions I received. Of course the First Class return shipping is only a few dollars and will hardly break the bank, the decision to purchase insurance was based off of the terms and conditions noted above.

I am not seeking monetary compensation nor am I asking for anything for free, but I feel a little clarification is in order. I also hope this will jump start an internal investigation at the poor quality of product other members are receiving. I hope the Club is as upset and concerned at the poor quality these products are being received in. You are as much a victim of these quality issues as we are.

Thank you for your time,

[doawork]

Heres Mine

[CrackerJacks]

Quote:

Originally Posted by doawork

Heres Mine

You know, I'd just be thankful the clubs giving us toys.
They are still asses, but I'd rather have the figure than the box.

[maradona]

Yikes. I dread what mine will look like. I received them yesterday, but got home too tired from work to open them or the Sideshow Baroness, which also arrived yesterday. As soon as I get home today, I will be sure to check. A few of the figures I got last year had slightly bent cards, but I didn't think we had recourse for that.

[wrw311]

Quote:

Originally Posted by CrackerJacks

You know, I'd just be thankful the clubs giving us toys.
They are still asses, but I'd rather have the figure than the box.

True the actual figure is the best part especially if you open them like me.

But I do like to display my cards because I love the card art. Takes you back to seeing them on the pegs as a child. The sole reason I got back into Joes was seeing the 25th style card art in target one day.

[CrackerJacks]

Quote:

Originally Posted by wrw311

True the actual figure is the best part especially if you open them like me.

But I do like to display my cards because I love the card art. Takes you back to seeing them on the pegs as a child. The sole reason I got back into Joes was seeing the 25th style card art in target one day.

I cant blame you, I collect the boxes of every figure I get and put them in a binder. But still, I'd rather have the figures.

[SLY SIXR]

I am not a Club member however. I have MOC Shipwreck,Airtight and Desert Scorpion. All have the if you will " Glue Halo ". I have a full card back of Tollbooth and it has the same thing.

[Tomahawk]

Thanks for the info!

[Sniper Viper]

Desert Scorpion & last year's Iron Klaw both had right bicep piece on left arm. Both figures were mailed back (loose) & replacements were received in return.

NF Falcon missing knife, replacement knife currently being mailed to me.

Have had insurance both years, though neither issues qualify.