Neca Zombo SDCC Exclusive Figure

[MonsterBaker666]

Sucks you've had problems directly from NECA.  You'd think they'd let you return the figure for a refund.  What's 1 figure to them?  Now I could see them taking a long time to reply - most companies have terrible customer service now days - what ever happened to "How can we help you?"  But to finally answer, and then complain that you had to email them several times BEFORE they finally answered.  Yeah, that's just bad customer service.  And to suggest you broke the figure - why? 

Send the item back.  If they don't send a full refund, then they need to make you whole - either refund the money or provide you with the figure.   

[Farley Flavors]

You'd think they'd let you return the figure for a refund.  What's 1 figure to them?

From their official stance, that's what they offered. Yet the "we need to prove you didn't break it first" caveat was a detail they flat-out refused to elaborate on. I asked if the item would be shipped back to me if a full refund was not issued. They basically said "If you're telling the truth, then you have nothing to worry about." That didn't answer the question. When I "pushed back" and said that didn't exactly instill goodwill in customers, they canceled the return label and then froze me out over the phone. He even claimed a full refund was impossible after the partial shipping refund (which I never agreed to) had been issued. That's nonsense

I must have at least 200 NECA figures surrounding me at the moment - yet I'm now tempted to rent a table at the next local toy show and unload the lot of them. Maybe I'll think better of it, but that's how I'm feeling at the moment.

But to finally answer, and then complain that you had to email them several times BEFORE they finally answered.  Yeah, that's just bad customer service.

For sure. To hear this person basically tell me "You do realize you're the most difficult case we've dealt with all year? Let that sink in. You've pushed this beyond the limit... and yet you're still pushing it." made my blood boil. This after being ignored for days and having to respond to his short, snippy replies. Not one message I sent was unreasonable or disrespectful like that. The guy's voice reminded me of Mr. Van Driessen from Beavis & Butthead, which I guess didn't help matters.

[John Pertwee]

Frustrating and unacceptable, but don't forget why you bought the other figures. You loved them. Don't let this mar the enjoyment those other figures have given you over the years.

Is there a  member here that works for NECA? I hope so, and that they see this.

[Farley Flavors]

Even if I choose to no longer support their products (NECA is a wholesale distributer first, so it's no skin off their nose), I still admire the skill that goes into the creation of these collectibles. Particularly the sculpting of Trevor Grove, who I first discovered from his work with Tweeterhead. Truly an amazing talent and it's no surprise NECA recruited him to do so many of their head sculpts. It's the work of artists like that who really elevated this brand in recent years.

As for the company itself, I've noticed there seems to be an underlying arrogant attitude toward a lot of their customers. That's most evident in how NECA publicly handles complaints. I've observed Randy Falk (the head of product development) unjustly block almost anyone on Twitter who throws the slightest criticism in their direction. If you aren't kissing the ring, you don't seem to matter.

UPDATE: The "customer service" person from NECA responded to my PayPal case. He attached a screenshot of our e-mails (I'd already provided my own when filing) - but sneakily left out the rude ones that make him look bad. He also claimed I refused to "get off the phone until we were firm in stating we needed to end this back and forth". He was firm, alright. Firm about stonewalling and telling me to open a dispute if I didn't like defective merchandise.

The real kicker: He offered five bucks to close the case and told me to pour nail polish into the sockets if I was still having problems. The guy has chutzpah, I'll give him that.