Here's the short version of this story:

Bought MP Soundwave, opened it up, attempted to transform Ravage. Hind leg snapped off at the rotating joint. Paint was used to cover the joint and dried, causing the break when movement was attempted. I was pissed. I then contacted Hasbro about it. Here is the conversation via email so far.
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Hello, everyone.

I purchased Masterpiece Soundwave last week at a local ToysRUs and finally got the chance to open it up today. I'm amazed at the quality of the action figure but I had a problem with the cassette Ravage. Specifically one of the hind legs. The rotating leg joint had paint that was dried over where it rotates, which I did not notice initially, and the leg snapped off the metal pin when attempting transformation. I was very disappointed with that happening considering the cost of the overall package.

With that said, my question is this: Is there anyway I can get a replacement cassette Ravage directly through Hasbro? It would mean a lot and show me that I can count on Hasbro to take care of a collector's important concern.

If you need documentation of purchase or even a picture of the broken cassette I can provide them if necessary.

Thank you for anything you can do for me.

- Gabe

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Hi Gabe,

Thank you for contacting Hasbro, Inc., and for bringing this matter to our attention. I apologize for any disappointment this may have caused.

Please be assured that I have shared your concerns with the product team. We will be pleased to arrange a return for you. We do not have replacement parts for this toy as it is an exclusive to Toys R Us.

To help facilitate the process, a postage paid mailing label has been sent via email from [email protected] for you to use in returning the product to us. Simply package up your return and place the mailing label securely on the package. Drop it off at the Post Office window and it will be on the way back to us.

Once the product is received at our returns facility, we will send a refund.

Gabe, I want to assure you that all of us are dedicated to maintaining quality products. I hope you and your family will enjoy our products for many years to come.

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Thank you for your response, Elizabeth.

A return is not something I'm interested in. If the cassette accessory cannot be replaced I would like the entirety of the Masterpiece Soundwave boxed set replaced. I would be happy to return the defective product in that case.

My goal is to have a 100% complete and non-defective Masterpiece Soundwave toy by the end of my contact with Hasbro.

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As you could imagine a refund is just not acceptable for me. What are your thoughts on this and what does everyone think I should do about it? Continue the back-and-forth and hope something gets done?

 

krazy glue

 

That's gotta be it.

 

I don't think it's going to go your way with Hasbro. Just hold onto it until(if) you find one at retail and exchange it. If not superglue is your friend.

 

This. Don't complicate yourself with Hasbro.

 

I don't think Hasbro has any on hand to send a replacement with. The entire shipment would have been sent to TRU warehouses. Perhaps you should try contacting TRU? Though, that seems like being even worse to deal with.

 

I would bring it back to TRU and get them to replace it entirely. They'll just make the return and you but another. If your store has any more.

 

Yet they want you to send him back? I sent a like email when I got Sandstorm (he had a wrong part) the sent a fairly similar email saying the send him back, after I put I wanted a new part considering finding him in town was a pain and didnt want to wait to find a second as it would take FOREVER!.. and they still said send him back and we'll send a replacement... OR SOMETHING OF EQUAL VALUE!?

But for yours they said they dont carry replacements cause hes a TRU toy... so how would sending him back get you a replacement?!? they'll probably just send you $100 worth of BH legends deluxes! or all BB's!! I m starting to not trust hasbros customer service worth a damn! Cause what we're getting isn't service, its the run around!

 

How much of a refund? I'd gladly give up Ravage for a full refund.  

 

They specifically say they will give him a refund, nothing about a replacement. I think the only people who can do a replacement is his local TRU store, and only if they have one in stock.

Maybe you can go to the store show them what has happened and get them to hold one for you when they get stock in. That way you don't lose out even if 30 days has passed.

 

most of these major companies(hasbro/mattel/etc.) don't want to deal with customers directly. Just return it to the store, they'll issue you a refund and you go buy another. If they don't have anymore you're S.O.L. They don't have extra parts lying around. It's too expensive to do that. Beside, the stores mostly don't care if you return them because they still get a % from Major companies for the return.

 

Your basically SOL in this situation, the big company will only refund you as they treat it like any defective product. Its assemble wrong, they will replace or refund. They don't care that your a collector and this is hard to find. To them, dollar for dollar is the solution.

 

I had a dealing with hasbro at the beginning of the prime line with my prid arcee having two right hands where they wanted me to send it back to them and they would send me a "replacement figure" I told them basically i wouldnt just because I knew i might not get the exact figure back which of course what we want when we contact them. Finally they authorized a replacement without a return and when i got their replacement it ended up being first edition arcee. those goofy buggers need to get their customer service in order.

 

Man, I am so glad I got the Takara Soundwave. Hasbro's Transformer toys have been sucking in QC really bad lately. In fact, I refuse to buy any Hasbro Masterpiece figure, unless I am forced too (e.g., Thundercracker). Quality of Toy from Takara > Lower Price from Hasbro, IMHO. You get what you pay for, that's for sure.

 

Send them another e-mail stating that you're not interested in a refund, just a replacement. If that doesn't work. Stalk your local TRU for a SW, once found, bring in your figure (with your receipt), explain it's broken and ask them to do a simple exchange (let them deal with the returns issue). When (if) they do the change, open the sucker right in front of them and inspect the figs. If alls ok, grats on your replacement SW.

 

Last I checked, Amazon has Generations Sandstorm for $22.99 before S&H, but the shipping is free if your purchase goes over $25. That's fairly close to retail.

::EDIT::

Amazon.com: Transformers Generations Thrilling 30 Voyager Class Sandstorm Figure: Toys & Games

 

Back when mp Thundercracker came out I got one with a wing flap missing. I didn't notice it until after I opened it. The next day I went back to tru & said "Hey! This sucks! Hw we gonna fix this?" (This was when TC first came out & was difficult to find) Tru guy said I can exchange or refund- same as what Hasbro is offering. I think going the tru route will work unless they have another mp soundwave. Going the hasbro route you give them Ravage & you get potentionally a full refund... or a replacement figure.
If it were me i'd go to tru & check around for mp soundwave. If I can't find one I'd return to hasbro & hope for a full refund. But either way you keep Soundwave & crew. It'll free you up to buy takara mp ravage.
The whole situation sucks though but I guess having %90 mp soundwave is better than none concidering the level of difficulty obtaining one right now, but maybe in a few weeks more will show up. Best of luck.

 

If your local TRU doesn't have a Soundwave, they can order you one from another store in the country that does. They can look up stores that have it in stock, call them, and order it for you and it'll be delivered to you via fedex.

Return it, and get a replacement one way or the other.

 

Return to TRU, you can beat the 30 day return thing by just Hunting down another figure and buy it then use the new receipt to return the old one for a refund.

the only caveat is finding another Soundwave.