MRCUSTOMERCARE
Well-Known Member
Hello Everyone.
I wanted to give you all a heads up on the email that will be going out tomorrow to all of our customers who purchased any of the Vader Helmets.
With regards to the Shock Troop and Clone Trooper helmets, if you have any problems with them please contact customerservice@masterreplicas.com and we will handle it for you.
The Special Ops is a more complicated issue because it has to do with plaques. We are working with our vendor and licensor and should have a solution within the next day or two. We will be getting back to you all on this shortly. We appreciate your patience.
We are very sorry to everyone who has experienced problems with the helmets. We understand how dissapointing this is to all of our customers and it is very disapointing to us as well. While we can't change anything that has happened, we can remedy the problems for you and that is what we intend to do.
The following is the email that will be going out tomorrow:
Dear Master Replicas Customer:
This letter is to provide an update to all of our customers who have ordered a Darth Vader helmet.
As you may know, Master Replicas is facing some quality issues with all editions of the Darth Vader Episode III Helmets. All shipments of the helmets have been placed on hold until these issues are resolved. This includes the Limited, Signature and Dual Signature Editions.
First, we would like to apologize for this inconvenience. We know how long many of you have been anticipating the release of this iconic prop replica. Rest assured that Master Replicas is committed to doing our best to satisfy all of our customers needs and will do whatever is necessary to rectify this problem.
Some customers may have received helmets with a small scuff mark on the top of the dome. We have thoroughly analyzed this problem and have determined that this can occur during shipping. Therefore, in order to accommodate everyone most efficiently, we are contacting everyone who has purchased a Darth Vader helmet to alert them of this potential issue.
We will be performing a 100% quality inspection of the existing stock in our warehouse. Only helmets that meet our high quality standards will be accepted and repacked properly to avoid potential damage during shipping. These will then be used as replacements for any defective helmets returned for replacement. We estimate that this inspection will take three weeks to complete, and expect to resume shipping shortly thereafter.
Additionally we have discovered that the embroidery on one of the storage bags can also scuff the helmet. This component will also be replaced for all customers.
Since the damage occurred after our inspection in the factory, there is no way to determine how many helmets were actually damaged in shipping. However, we anticipate that the inventory of quality products will accommodate all replacement requests. We will have final confirmation of the replacement inventory once our inspection is completed.
For those customers who have not yet received their helmets, please understand that all replacement requests must be processed first. We apologize for delaying your shipment further, but we are making every effort to ensure you receive the highest quality collectible possible. We will let you know in the next few weeks when helmet shipments will resume.
This replacement program is completely voluntary. However, if you are not satisfied with your helmet for any reason, Master Replicas will be delighted to provide you with a replacement or a full refund.
If you did not purchase your helmet from Master Replicas or an Authorized Retailer, we will still REPLACE your damaged helmet. We apologize that we are not able to refund your money.
If you would like a replacement for your helmet:
1. Please email darthvader@masterreplicas.com no later than Friday, February 24, 2006 to request a Replacement Authorization number. We will also provide you with complete instructions and a pre-paid return shipping label to return your helmet. Please note that we will require all of the original packaging with all of the original packing materials.
If you would like to return your helmet for a refund:
1. If you purchased your helmet directly from Master Replicas please email darthvader@masterreplicas.com no later than Friday, February 24, 2006 to request a Refund Authorization number. We will provide you with complete instructions and a pre-paid return shipping label to return your helmet. Please note that we will require all of the original packaging with all of the original packing materials. Upon receipt of your helmet, we will credit your account for the total amount charged, including shipping. This will take approximately 7-10 business days after receipt of the defective helmet.
2. If you purchased your Darth Vader Helmet from one of our Authorized Retailers, please contact them to arrange for a refund.
Once again we apologize for this inconvenience, Master Replicas will do everything in our power to remedy the situation to your satisfaction in a timely manner.
Thank You.
I wanted to give you all a heads up on the email that will be going out tomorrow to all of our customers who purchased any of the Vader Helmets.
With regards to the Shock Troop and Clone Trooper helmets, if you have any problems with them please contact customerservice@masterreplicas.com and we will handle it for you.
The Special Ops is a more complicated issue because it has to do with plaques. We are working with our vendor and licensor and should have a solution within the next day or two. We will be getting back to you all on this shortly. We appreciate your patience.
We are very sorry to everyone who has experienced problems with the helmets. We understand how dissapointing this is to all of our customers and it is very disapointing to us as well. While we can't change anything that has happened, we can remedy the problems for you and that is what we intend to do.
The following is the email that will be going out tomorrow:
Dear Master Replicas Customer:
This letter is to provide an update to all of our customers who have ordered a Darth Vader helmet.
As you may know, Master Replicas is facing some quality issues with all editions of the Darth Vader Episode III Helmets. All shipments of the helmets have been placed on hold until these issues are resolved. This includes the Limited, Signature and Dual Signature Editions.
First, we would like to apologize for this inconvenience. We know how long many of you have been anticipating the release of this iconic prop replica. Rest assured that Master Replicas is committed to doing our best to satisfy all of our customers needs and will do whatever is necessary to rectify this problem.
Some customers may have received helmets with a small scuff mark on the top of the dome. We have thoroughly analyzed this problem and have determined that this can occur during shipping. Therefore, in order to accommodate everyone most efficiently, we are contacting everyone who has purchased a Darth Vader helmet to alert them of this potential issue.
We will be performing a 100% quality inspection of the existing stock in our warehouse. Only helmets that meet our high quality standards will be accepted and repacked properly to avoid potential damage during shipping. These will then be used as replacements for any defective helmets returned for replacement. We estimate that this inspection will take three weeks to complete, and expect to resume shipping shortly thereafter.
Additionally we have discovered that the embroidery on one of the storage bags can also scuff the helmet. This component will also be replaced for all customers.
Since the damage occurred after our inspection in the factory, there is no way to determine how many helmets were actually damaged in shipping. However, we anticipate that the inventory of quality products will accommodate all replacement requests. We will have final confirmation of the replacement inventory once our inspection is completed.
For those customers who have not yet received their helmets, please understand that all replacement requests must be processed first. We apologize for delaying your shipment further, but we are making every effort to ensure you receive the highest quality collectible possible. We will let you know in the next few weeks when helmet shipments will resume.
This replacement program is completely voluntary. However, if you are not satisfied with your helmet for any reason, Master Replicas will be delighted to provide you with a replacement or a full refund.
If you did not purchase your helmet from Master Replicas or an Authorized Retailer, we will still REPLACE your damaged helmet. We apologize that we are not able to refund your money.
If you would like a replacement for your helmet:
1. Please email darthvader@masterreplicas.com no later than Friday, February 24, 2006 to request a Replacement Authorization number. We will also provide you with complete instructions and a pre-paid return shipping label to return your helmet. Please note that we will require all of the original packaging with all of the original packing materials.
If you would like to return your helmet for a refund:
1. If you purchased your helmet directly from Master Replicas please email darthvader@masterreplicas.com no later than Friday, February 24, 2006 to request a Refund Authorization number. We will provide you with complete instructions and a pre-paid return shipping label to return your helmet. Please note that we will require all of the original packaging with all of the original packing materials. Upon receipt of your helmet, we will credit your account for the total amount charged, including shipping. This will take approximately 7-10 business days after receipt of the defective helmet.
2. If you purchased your Darth Vader Helmet from one of our Authorized Retailers, please contact them to arrange for a refund.
Once again we apologize for this inconvenience, Master Replicas will do everything in our power to remedy the situation to your satisfaction in a timely manner.
Thank You.
