Need help/advice with CS request

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Need help/advice with CS request

Post by Hogarth on Wed May 25, 2016 10:43 pm

Some of you may have been following this story in the BST thread...Anyway, here goes:

As the topic says, I need advice with a CS request.  A few weeks ago, my OG Thrice Naut eyeglasses were damaged by my cat.  I knew this figure is now over six years old and under normal circumstances, ThreeA might no longer have replacements.  But I also knew that there had been other NOM Commander releases since, including the new Snow Commanders set, so I didn't think one pair of glasses would be a problem.  And CS has always been very helpful with previous requests, so I wrote them as usual, explaining the situation and sent a picture showing the damage.  As I also usually do, I offered to pay any of the costs involved, since the damage wasn't ThreeA's fault or responsibility.  This was their reply:

"That is really a very an old figure , we have no stock, we are very sorry about that."

Not the response I was hoping for.  I wrote them back again, begging them to reconsider and pointed out the new Snow Commander set as having the same glasses.  They did not reply at all to this second email.  Frustrated, I gave up and made a post a couple of days ago on the BST seeking a pair.  A couple of board members suggested contacting CS again and I figured it couldn't hurt, so two days ago, I did.  Only this time, I wasn't specific as to which version of Thrice Naut they were from.  I just said "NOM Commander glasses".  This morning I received this reply:

"Is that Nom Commander of the 2016 Thailand Expo?

We will ask the maintenance team to seek the replacement glasses of your Commander."

And they asked for my mailing address, etc.  Here's my dilemma: obviously, I want the glasses.  But I also don't want to lie and say, yes, they were the Thai Expo Commander.  However, I'm afraid if I say no, they will again say they cannot help.  I don't know what to do.  Any advice would be greatly appreciated.  Gimbat or Gregory - can you help?

These were my very first 1/6 figures from ThreeA and hold a very special place in my collection.  All I want is to keep the set complete.
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Re: Need help/advice with CS request

Post by gimbat on Thu May 26, 2016 4:22 am

I will explain to CS how important this figures are for you, but as you said this toys were made a good while ago and arrived complete.

And in my understanding, CS couldn't help you when you first contacted them, because there might be just a highly limited amount of spares, set aside specifically for customers, who purchased a new set (so in case things go south, they would quickly receive the replacement part/parts).
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Re: Need help/advice with CS request

Post by Hogarth on Thu May 26, 2016 10:45 pm

Thanks, Gimbat.  How do I proceed?

It may be too soon for me to worry, but I am literally sick to my stomach that the outcome will not go in my favor, even though their reply indicates they CAN provide a replacement.  I get the whole finite supply thing, but there simply can't be that many people needing these.  Please forgive my pessimism - I'm having a really bad year (fifteen months and counting, actually).  Feeling very down, with little to look forward to at this point.  In the grand scheme of things, this is pretty minor, but it would go a long way to lifting my spirits to have just one thing go my way.
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Re: Need help/advice with CS request

Post by <{OjO}> on Fri May 27, 2016 12:49 am

Hey Hogarth, I hope CS finds a pair of glasses for you! And I really hope things start looking up for you in general. All the best and let us know how you go...
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Re: Need help/advice with CS request

Post by Skipper11x on Fri May 27, 2016 12:53 am

Best of luck, hope it works out. Did you look on eBay for some generic glasses, might not be 3a but better than nothing? Very Happy Very Happy
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Re: Need help/advice with CS request

Post by Hogarth on Fri May 27, 2016 1:49 am

Thanks for the kind words, guys.  I have been checking eBay, but I'm kind of OCD with my figures in that I want the actual ThreeA glasses or nothing at all.  Just really hoping CS comes thru with one pair.  I have a feeling the recent Snow Commanders aren't the last, meaning it's likely they'll have to produce more glasses anyway.  Fingers crossed.
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Re: Need help/advice with CS request

Post by gimbat on Fri May 27, 2016 6:35 am

Hogarth, I am really sorry to hear that life been tough, please stay strong and hope it will change for the best. If you ever need an ear, you can always send me a PM and I'm sure other boardies will help you as well.

I already did all I could and send an email to CS, explaining how important this is for you.

Hold on there brother!
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Re: Need help/advice with CS request

Post by Hogarth on Fri May 27, 2016 7:17 am

Very much appreciated, Gimbat.  Things have to turn around for me sooner or later.  Really hope it's sooner...

I'll post an update when I have something to report.
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Re: Need help/advice with CS request

Post by Hogarth on Tue Jun 07, 2016 10:41 pm

Woke up this morning to an email from CS telling me my replacement glasses have shipped!  I may be critical of ThreeA on occasion, but their CS has always been top-notch in my books.

Thanks, ThreeA!  You made my day!
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Re: Need help/advice with CS request

Post by Skipper11x on Tue Jun 07, 2016 11:09 pm

Good to hear, good to see something good coming your way, congratulations & thanks to CS.
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Re: Need help/advice with CS request

Post by <{OjO}> on Tue Jun 07, 2016 11:24 pm

Really glad you got your glasses Hogarth, I'm sure that email put a smile on your face! Those CS guys rock!! I think it was probably great timing by your cat as well! If 3A weren't producing the new Nom Com sets at the moment, I might not have liked your chances as much!! But your set is complete once more. Smile All the best bro!

















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