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I had six broken miniatures in my Shattered Star case. I found the WizKids site for replacements. I filled out the form, and it shows as "Finalized". Can someone who has used this system answer a few questions?
Am I supposed to do anything but wait at this point? I didn't get an email or anything from them. Am I supposed to send them the damaged minis?
Thanks!
I would also love to hear an answer for this too. I did the same thing and have received nothing in the mail (like a box to ship them in) or an address to ship them in my own box.
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I had six broken miniatures in my Shattered Star case. I found the WizKids site for replacements. I filled out the form, and it shows as "Finalized". Can someone who has used this system answer a few questions?
Am I supposed to do anything but wait at this point? I didn't get an email or anything from them. Am I supposed to send them the damaged minis?
Thanks!
I don’t know if their policy has changed, but I had the same questions after getting a number of damaged minis in the Heroes & Monsters set. The WizKids site doesn’t do a good job of explaining what’s involved in the replacement process. Here’s my experience, and it may answer some of your questions.
After filling out their online form, I printed out the packing slip. I wasn’t clear what I was expected to do next: was I supposed to ship the minis off to them right away, or wait for more info? Would they replace the minis I sent, or just send me random minis of the same rarity? Would they recognize the expense and extra effort of shipping the minis to them?
I waited for about a month, and after hearing nothing, I poked around a bit on their site… ultimately discovering that if I clicked the other replacement link (for Quarriors, Hunger Games, etc.) that instead of shunting me into an automated replacement process, I could send an actual email – which I did.
I got a very friendly response from a WizKids rep answering my questions:
• That I would receive a 1:1 replacement (i.e. if I sent them a broken Chimera, I’d get a mint Chimera in return)
• That I was to ship the minis off to WizKids with the shipping list/replacement form I’d printed out
• That it was not currently their policy to compensate customers who send broken product for their out-of-pocket shipping costs
Ultimately I decided not to send the minis back at that time because of the shipping expense from Canada, although I may now return them as the number of broken minis I have over three sets has now reached a tipping point.
In terms of their replacement policy, on the one hand I like the 1:1 commitment. On the other, I am disappointed that the policy doesn’t reimburse customers for their expense or frustration – either with additional/random product, or with some form of manufacturer’s coupon on future product.
This particularly stings when it comes to my broken gargantuan blue. When I pay $40 for a premium product, I expect it to be in good condition when I take it out of the box. If it’s not I don’t think it’s right for the customer to go out of pocket to fix their mistake – essentially putting consumers in the position of sharing the cost of replacing faulty products. Not to mention what would happen if the replacement mini itself got broken in shipping. Would I have to go through that process and expense again? (I guess I could always send an email via that link and ask).
Anyways, I’d personally be very interested to hear the experiences of others in receiving replacement products – and their experiences dealing with WizKids customer service.
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This particularly stings when it comes to my broken gargantuan blue. When I pay $40 for a premium product, I expect it to be in good condition when I take it out of the box. If it’s not I don’t think it’s right for the customer to go out of pocket to fix their mistake – essentially putting consumers in the position of sharing the cost of replacing faulty products. Not to mention what would happen if the replacement mini itself got broken in shipping. Would I have to go through that process and expense again? (I guess I could always send an email via that link and ask).
Yeah pretty much agree here. I got a few of mine busted up in shipment, not to mention how many may not survive being in my miniatures box with my others. At this point I can't pre-order anymore PF miniatures until they start to change these to a softer material, or whatever they have to do so they don't break so easily. Asking customers to send back the broken ones, while I could see to prevent fraud, is a significant burden (seeing as how I doubt they fix them, they just throw them in the garbage more than likely).
I may just stick to buying Dungeon Command miniatures from here on out :/
I suppose it's possible that WizKids is looking at the returned figures to see how they might avoid often-repeated breakpoints in future sculpts...but I have a hard time believing it's anything more than part fraud prevention and part intentional discouragement of requests for replacement (in what proportions I can't guess.)
I received three figures separated from their bases, which I'll just reglue myself, and the one (rare) Mesmalatu that I got was broken in half along the flame tail -- half the flame attached to the skull, half to the figure base. That won't be as easy to repair, but I'm not inclined to spend $15 to buy a replacement single, nor the time and cost of shipping that one mini back to be exchanged for an equally fragile one. I'll just have to use pawns or paper minis for Mesmalatu.
Anyone know if the Mesmalatu ecounter(s) require more than one figure?
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I suppose it's possible that WizKids is looking at the returned figures to see how they might avoid often-repeated breakpoints in future sculpts...but I have a hard time believing it's anything more than part fraud prevention and part intentional discouragement of requests for replacement (in what proportions I can't guess.)
I received three figures separated from their bases, which I'll just reglue myself, and the one (rare) Mesmalatu that I got was broken in half along the flame tail -- half the flame attached to the skull, half to the figure base. That won't be as easy to repair, but I'm not inclined to spend $15 to buy a replacement single, nor the time and cost of shipping that one mini back to be exchanged for an equally fragile one. I'll just have to use pawns or paper minis for Mesmalatu.
Anyone know if the Mesmalatu ecounter(s) require more than one figure?
I've not reached him in reading the AP, but I'm pretty sure that Mesmalatu is the name for a specific Demilich, rather than being a general type.
Thanks for starting this thread.
I too filled out the replacement form and once it showed me that it was "Finalized", I have patiently waited either for an e-mail providing further instructions, or for the minis to show up in the mail. Neither have happened.
I am going to try sending an e-mail now, but suffice it to say I am not happy about this process! Furthermore, I purchased these minis from Paizo, and I do believe I should be dealing with Paizo on this. I am in Canada and if Paizo was also a business in Canada, then the would laws protect my transaction and would force Paizo to remedy the situation. Sadly, that is not the case, so now I have to deal with a company who chooses to obscure their replacement policies and will make me pay to pursue the matter.
I will find the cheapest shipping method possible, even if it requires me to take a hammer and smash the @#$# out of the minis until they are flat enough to fit within a cheap envelope.
Part of the reason I am so bitter, is that Paizo has stellar customer service in my opinion -- and I'm not that easy to impress. Any problem I have ever had, they have been quick and fair to remedy it. Paizo has set the bar so high, that to have to deal with WizKids' "so-called customer service", is quite a dramatic disappointment.
Anyways, Paizo has indicated in the forums that their preference is for us to deal direct with Wizkids, so I will do so. I will find the absolute cheapest method for shipping and will hope to resolve this matter with WizKids direct. Once I have done so I will then ask Paizo to reimburse me / credit me for the shipping amount.
I will keep everyone updated with all the timelines (e-mail replies / turn around time / and final resolution).
I have just discovered a "hidden" next step in the replacement process.
After you create the replacement package, it will show you a little table with the following headings:
Open
Package #
DATE_CREATED
STATUS
Under the "Open" column, there will appear a little magnifying glass. If you click that magnifying glass, a packing list option will appear. You can then print that off and send it with your order.
I have emailed Paizo about the whole ordeal and they did mention that if I had major problems to email them back. I haven't done that yet as I want to try through Wizkids' email that rokeca mentioned resides under the other option.
Does anyone know if we have to send them in their boxes? If I have to pay for shipping, I really would prefer to go a different route to minimize that cost since we get to pay the return shipping of the broken minis.
Thank you Kor-Orc for pointing out the shipping list button! That was what I was looking for all this time...
Does anyone know if we have to send them in their boxes? If I have to pay for shipping, I really would prefer to go a different route to minimize that cost since we get to pay the return shipping of the broken minis.
I don't know the answer to this, but I both hope not, and suspect not. My boxes were thrown away weeks ago, so I'm just sticking all the bits into a baggie, removing from bases the few figures that did not break off at the legs, and "smushing" it all flat.
The main reason I think they want them returned is that since most of their lines have rarities built in, they have to have a control mechanism so people don't falsely claim that their uber-rare mini they received was broken and they want another one.
Certainly makes sense why they want them back. I will go ahead and ship without the box too. I already have a small bubble mailer so I think they'll fit in there in their individual baggies with their broken pieces. I may throw a Kleenex around the main figure for grins.
Fortunately I had a used bubble envelope that I was able to use to help keep the costs down. So far I'm only out the $2.78 to mail it. It wouldn't fit through a slot the post office had to determine the cost, so I just mashed the envelope into the counter really hard, and then it fit. I hate to see what those minis inside look like now :)
A sentence on the bottom of the packing slip concerns me though:
Damaged figures will be replaced with a figure from the same set and rarity. If not available, a figure from the next set with the same rarity will be used.
Part of the reason I buy a full case is to get the whole set. I know that there are no guarantees, but 99%+ of the time you will get a full set. If they are just going to give me a random mini, then I'm not going to be too impressed.
Does anyone know if WizKids tries to replace with the same mini you sent to them, or do they just randomly pull a mini of the same rarity?
Mine was 2.97 because I paid the .90 for the tracking (that way I know they got it).
I saw that line too, and hope they will replace the broken with the same mini. Luckily without the broken ones we still got a complete set, but I would like more than one spider certainly.
If nothing else I'll report back here what ends up happening for anyone curious.
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This is where I am at right now...
I had to ship 2 packages since I had broken minis from 2 different sets and you are not allowed to have minis from 2 different sets in the same box. The total for shipping was around $10.
I sent one package with Mite on Spider, Nightgaunt and Blue Dragon and another package with Harsk, Dwarf Ranger.
They have shipped me back two packages, none of them are the Blue Dragon. Still waiting on the packages to arrive it should be this week.
Little annoyed they have not shipped the Blue Dragon yet.
I have a question in a similar vein. I didn't receive any damaged miniatures in the case I received. However, I was missing a miniature from a booster. Does anyone know of a way to contact WizKids about such an occurrence?
Thanks for any help.
I have a question in a similar vein. I didn't receive any damaged miniatures in the case I received. However, I was missing a miniature from a booster. Does anyone know of a way to contact WizKids about such an occurrence?
Thanks for any help.
Although I do not know the answer to this, I suspect you will probably just have to e-mail them: wk.replacements@gmail.com
I would suggest including what minis did come in the booster, so they have a rough idea of what to randomly send you.
I have a question in a similar vein. I didn't receive any damaged miniatures in the case I received. However, I was missing a miniature from a booster. Does anyone know of a way to contact WizKids about such an occurrence?
Thanks for any help.
Although I do not know the answer to this, I suspect you will probably just have to e-mail them: wk.replacements@gmail.com
I would suggest including what minis did come in the booster, so they have a rough idea of what to randomly send you.
Thanks Kor. I appreciate the help.
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This is where I am at right now...
I had to ship 2 packages since I had broken minis from 2 different sets and you are not allowed to have minis from 2 different sets in the same box. The total for shipping was around $10.
I sent one package with Mite on Spider, Nightgaunt and Blue Dragon and another package with Harsk, Dwarf Ranger.
They have shipped me back two packages, none of them are the Blue Dragon. Still waiting on the packages to arrive it should be this week.
Little annoyed they have not shipped the Blue Dragon yet.
Dragnmoon - a question for you. I have broken minis from 3 sets that I want to return. Shipping from Canada is fairly expensive, so I want to do it all in one shipment (although I could place the minis within 3 boxes within that shipment). I haven't seen anything that prohibits sending minis from different sets in one shipment - have I missed something?
Thanks!
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Dragnmoon - a question for you. I have broken minis from 3 sets that I want to return. Shipping from Canada is fairly expensive, so I want to do it all in one shipment (although I could place the minis within 3 boxes within that shipment). I haven't seen anything that prohibits sending minis from different sets in one shipment - have I missed something?
Thanks!
When you go on their page and try to add minis from a different set into the same request it will not let you. You then get a Packinglist form that needs to be in the package.
It says this on the packing list
"Any figures received not from the packing list will not be replaced."
You maybe be able to add more then one packinglist to one box but I did not want to chance it and I could not find a way to contact them to ask.
There was an email giving above, try emailing them and asking.
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When you go on their page and try to add minis from a different set into the same request it will not let you. You then get a Packinglist form that needs to be in the package.It says this on the packing list
"Any figures received not from the packing list will not be replaced."
You maybe be able to add more then one packinglist to one box but I did not want to chance it and I could not find a way to contact them to ask.
There was an email giving above, try emailing them and asking.
Thanks for the info. I've sent them an email, and I'll let you know what I learn.
Thanks for the info. I've sent them an email, and I'll let you know what I learn.
I would also be interested in hearing what the response is. Looking at other forums for their other products, it sounds like most people are fairly satisfied with WizKid's customer service.
I'm sure they will give detailed instructions in their response, but I would just toss each of the minis from a set and their corresponding packing list into a baggie. I would then throw all the "set" baggies in a box and send it.
RE: Shipping Costs
I have seen a few discussions about people concerned about the shipping costs of returning the broken miniatures. What follows, is a general rambling of this topic.
Currently, I am waiting for WizKids to return my e-mail inquiring if they make an effort first to replace the minis submitted with the "exact same" miniature.
In the event that they do not, then I will be submitting my shipping cost to Paizo for review of reimbursement.
Under common law (which applies to most Commonwealth counties) goods must be fit for the purposes they are intended for. (This basically means that I entered into a contract of purchase of new and unbroken miniatures, when I placed my order with Paizo).
Most of these countries have also enacted legislation which protects this principle. (I have no familiarity with the U.S. legal system, but I am fairly certain that there must be some similar protection afforded to buyers of new items from U.S. retailers / sellers).
Accordingly, I would expect that any defective items bought from Paizo should be returned to Paizo for replacement at no cost to the buyer. (Paizo should also be responsible for the reimbursement of the shipping cost to return the item). There is however a duty on the buyer to mitigate that shipping cost -- basically Paizo would only be liable to pay for the cheapest method to ship the item back to them.
In one respect, I think Paizo's request to send the broken items back to WizKids is reasonable, as only the broken minis have to be returned. If the items were being returned directly to Paizo, then lawfully all of the contents of the booster would have to be returned to Paizo. Paizo is only liable for replacing a defective booster with another similar booster. In the event that WizKids actually tries to replace the broken minis with the very same broken minis, then clearly this is the best option to pursue.
Regardless though of whether I send 1 broken miniature to WizKids, or I send my 1 broken mini, and 3 undamaged miniatures from the same booster to Paizo for replacement, I do believe Paizo is responsible for reimbursing the shipping cost (provided it has been mitigated as explained above).
(Note: the above only applies if you purchased your mini's direct from Paizo. If you bought your minis from a retailer, then it is normally the retailer's responsibility to replace the defective, packaged product. For this reason, I would highly recommend that you open and inspect your miniatures purchased inside the retailer, otherwise it could be more difficult to prove that you did not damage the mini after you purchased it.)
Anyways, I will update everyone with whether I am successful with the presentation of my shipping cost reimbursement claim to Paizo. (They should be able to recoup the cost from WizKids). Of course, this is my Canadian-ized account of general contract law with respect to the sale of goods. If there are any U.S. legal principles / precedents / legislation which counter what I have wrote, I would be most interested in learning about it.
It might depend on whether you owned them once they left paizo or once they reached your house. If they leave paizo (or any retailer) intact then your beef might (from a legal perspective) be with the various postal/courier services.
RE: Shipping Costs
Currently, I am waiting for WizKids to return my e-mail inquiring if they make an effort first to replace the minis submitted with the "exact same" miniature.
And the reply (which was quite quick) is:
The only definitive statement I can make is that you will receive a figure of the same rarity. So long as our inventory has it, you will get a figure of the same rarity from the same set you send in. There is not any guarantee that you will receive the same figure you send in.
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RE: Shipping Costs
Currently, I am waiting for WizKids to return my e-mail inquiring if they make an effort first to replace the minis submitted with the "exact same" miniature.
And the reply (which was quite quick) is:
The only definitive statement I can make is that you will receive a figure of the same rarity. So long as our inventory has it, you will get a figure of the same rarity from the same set you send in. There is not any guarantee that you will receive the same figure you send in.
Very interesting. I got an email yesterday with a different answer. I asked...
"There are certain minis I want to ensure are in stock before I send. They are: the Skinsaw Man + the Forgefiend from Rise of the Runelords; and the Gargantuan Blue Dragon from Shattered Star (my understanding is that for Pathfinder Battles, WizKids will replace returned minis with the same mini as long as they’re in stock). Can you confirm that you’d be able to replace these specific minis?"
WizKids replied...
"Of the figures you listed, I am currently awaiting a restock of the Forgefiend. I do not have an estimate on when it will be back in stock. However, if you send in a Forgefiend, what will happen is that the other figures will be sent back to you and a separate package with the Forgefield will be created "on hold" until our inventory is replenished."
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Thanks for the info. I've sent them an email, and I'll let you know what I learn.I would also be interested in hearing what the response is. Looking at other forums for their other products, it sounds like most people are fairly satisfied with WizKid's customer service.
I'm sure they will give detailed instructions in their response, but I would just toss each of the minis from a set and their corresponding packing list into a baggie. I would then throw all the "set" baggies in a box and send it.
OK - some good news on this front. Here's what I asked WizKids...
"I have broken miniatures from all three sets (they were broken at the time of opening my cases of Heroes and Monsters, Rise of the Runelords and Shattered Star). Since shipping from Canada is expensive, I would like to minimize my shipping costs for replacements. Can I send all my broken minis in one shipment? If necessary, I could pack the minis for each set separately along with their packing slip while sending them in one larger box."
WizKids responded...
"You can send the different sets in one package, that's no problem."
Very interesting. I got an email yesterday with a different answer. I asked...
"There are certain minis I want to ensure are in stock before I send. They are: the Skinsaw Man + the Forgefiend from Rise of the Runelords; and the Gargantuan Blue Dragon from Shattered Star (my understanding is that for Pathfinder Battles, WizKids will replace returned minis with the same mini as long as they’re in stock). Can you confirm that you’d be able to replace these specific minis?"
WizKids replied...
"Of the figures you listed, I am currently awaiting a restock of the Forgefiend. I do not have an estimate on when it will be back in stock. However, if you send in a Forgefiend, what will happen is that the other figures will be sent back to you and a separate package with the Forgefield will be created "on hold" until our inventory is replenished."
Wow, nice of them to contradict themselves. I think you got the customer service reply and I got the legal reply. Given that my reply started with "The only definitive statement I can make...", it already sounded like someone who wanted to say they do make an effort, but did not want to go on record saying that.
The reply to you at least puts my mind at ease -- but I'm not sure why they could not have answered my e-mail a little more "definitively".
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The reply to you at least puts my mind at ease -- but I'm not sure why they could not have answered my e-mail a little more "definitively".
No kidding. It's too bad no one from WizKids customer service (to my knowledge) has visited the Paizo boards. 10 minutes here and they could clear up a whole bunch of concerns and misconceptions.
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No kidding. It's too bad no one from WizKids customer service (to my knowledge) has visited the Paizo boards. 10 minutes here and they could clear up a whole bunch of concerns and misconceptions.
To be fair, I should also add that on the 2 times I've emailed WizKids, I've received highly professional and friendly responses.
It's also worth remembering they are quite a small company and deal predominantly with distributors. It's quite likely they don't actually have a dedicated "customer service" staff member.
I received my three minis in the mail two days ago. All three were exact replacements of the three that were broken, and all of them were in good condition. I was emailed when they received my broken minis and when the new ones were sent, so it was easy to keep track of without going to the website. I figured I'd report on the last part of the process.
Good New (for us) and Bad News (for me):
WizKids has received the minis I sent them for replacement and responded with:
This confirms that they are making an effort to replace the damaged minis with the same minis. On the down side, I have to now wait to receive my minis -- but if it means waiting for replacement of the minis, versus minis of comparable rarity being immediately sent to me, I would certainly prefer waiting.
Well this is frustrating...
I just got my Blue Dragon in, and it is broken, the Horn is busted off.
I am emailing them now about wanting a replacement again but not willing to pay shipping a second time.
Sorry to hear about that. That is the way my dragon came so I glued the horn back on. I feared the return process may go exactly the way you have experienced it.
Although I have fixed mine with glue, as a collector I greatly dislike having a mini that in my opinion is not mint. I hope WizKids will take responsibility for their brittle minis, and replace yours at no additional cost.
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Well this is frustrating...
I just got my Blue Dragon in, and it is broken, the Horn is busted off.
I am emailing them now about wanting a replacement again but not willing to pay shipping a second time.
Having to pay twice for a replacement without receiving appropriate compensation would be unacceptable in my opinion. FYI, in my email to WizKids I also asked this question...
"If any of the replacement minis you send arrive damaged, what would happen then? I am particularly concerned about the Gargantuan Blue Dragon – I wouldn’t want to have to send it back again at my expense!"
Here's the response I received...
"Unfortunately, the only way to send a replacement for a Pathfinders mini is if it is first sent in. We go to great care to package the pieces so they do not get broken. In fact, in the case of the Blue Dragons, they are specifically sent from a different warehouse to address the shipping issues."
I'm also concerned by a post in the Skull & Shackles mini thread that Paizo is going to address the breakage issue primarily through packaging. I've had broken minis in every case I've bought - some have had pieces disintegrate in my hands while removing them from the plastic when there were no loose minis in the box. I wish I felt more confident that concerns about mini fragility were being taken seriously.
I wish I felt more confident that concerns about mini fragility were being taken seriously.
Due to the numerous complaints of broken minis Paizo has indicated that they have had discussions with Wizkids regarding the composition of the plastic used, and the packaging. Paizo does expect the next set to be an improvement.
Now having said that, I still really wish Paizo would make these minis from a much more pliable plastic. Bent swords and lack of minute detail like spikes, does not concern me as much as broken minis do. One of the many things I disliked about gaming with metal minis, was when I was transporting them. I bought quite a variety of transport cases. These are big, bulky and a bit of a hassle.
I prefer just to throw all the minis I need in a small plastic organizer container, stick it in my backpack, and not worry about which ones will survive the transport.
Perhaps I have "fumble fingers" by invariably at least 1 figure hits the floor every gaming session. I dread the day this happens with a PF mini. Imagagine the carnage if that blue dragon hit the floor.
I don't want to have to be careful with my minis. Even though I am a collector, I am a gamer first and for most. I buy these minis to use. The main reason I bought pre-painted minis was so I didn't have to be careful when using them. I also didn't want to panic and condemn my friends for balancing minis on dice towers, or flicking / toppling minis over. All of those are again real concerns with the PF minis.
I am sort of saddened that we have just been told to play carefully with the minis. I don't expose my minis to any unnecessary roughness, but I just don't want to cringe in fear any time one of my minis are exposed to danger :) I don't have any kids in the house, but I can only imagine what the fate of many of these minis would be if I did.
Anyways, I digress. I look forward to seeing what sort of improvements Paizo has asked WizKids to make in the composition of the mini plastic and the packaging.
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I was a little annoyed that Paizo feels that WizKids does not need to address the Plastic issue with the Minis. But I am glad they are looking at packaging..
That said I am getting a replacement without having to return the second broken Blue Dragon
Here is their reply to my email.
We hope this finds you well and in good spirits. We're sorry to hear that the replacement arrived in such rough shape, but we appreciate your taking the time to contact us to follow up on this matter. Your concerns were forwarded to my attention and I wanted to take a moment to hopefully address them to your satisfaction.
No need to return anything at this point, you've already fulfilled that requirement to our satisfaction (so please put your mind at ease on that score). As for the Blue Dragon itself, we are happy to send you another. This time we will take even greater care in packaging it, and will even pack inside of the actual dragon box with bubble wrap to further safeguard it against impact.
Chief Technical Officer
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I was a little annoyed that Paizo feels that WizKids does not need to address the Plastic issue with the Minis. But I am glad they are looking at packaging.
Just for some clarity here, the plastic WizKids uses actually supports a wide range of densities, even within the same molded part. That is, they can do things like make the tip of a spear less rigid than the shaft. We have asked them to ensure that they're selecting for more flexibility where breakage is likely. If they can solve the issue by doing that in conjunction with improvements in the packaging, that's the solution we'd prefer; using an overall softer plastic capable of holding less detail is a last resort option for us.
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..
Here is their reply to my email.
That's a first class response. While I confess the breakage issue has me on the fence about supporting this line down the road, answers like that pull me back from the edge and make me far more likely to give PB another shot with Skull & Shackles.
And the bonus here: when the PCs make their first hit on the dragon, you can substitute it with the broken one to simulate the damage!
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Just for some clarity here, the plastic WizKids uses actually supports a wide range of densities, even within the same molded part. That is, they can do things like make the tip of a spear less rigid than the shaft. We have asked them to ensure that they're selecting for more flexibility where breakage is likely. If they can solve the issue by doing that in conjunction with improvements in the packaging, that's the solution we'd prefer; using an overall softer plastic capable of holding less detail is a last resort option for us.
Thanks Vic - this goes a long way to addressing my concerns. Taking incremental steps to solve the breakage/fragility issue makes a lot of sense - finding the right balance between beauty and durability.
That said I am getting a replacement without having to return the second broken Blue Dragon
It is great to hear that they are committed to resolving these issues. Thank you for sharing the response.