Mattel's Customer Service Department
Dec. 19th, 2018 05:50 pm![[personal profile]](https://www.dreamwidth.org/img/silk/identity/user.png){kind=small}
hat_plays_dollsMore details coming soon, but man are the CSRs at Mattel generous and helpful. This is the third time they've gone above and beyond to resolve an issue I've had with Monster High dolls, and I'm just... really impressed with them, generally. Every time I've written in with a problem, I've gotten it resolved beautifully.
My FCA Operetta had one shoe badly molded? Got sent a voucher for her MSRP.
Gloom & Bloom Jinafire has two right hands? Got sent a new pair of hands at no charge.
Kitty Cheshire hand pack I ordered from the parts store (not a perfect match but close enough for Avea to take her gloves off) came with two left hands? New pair of hands and I didn't even have to send the old ones back.
There's something wrong with my City Ghouls Elle Eedee's hip joint? How about passing THREE Gala Ghoulfriends Elles back and forth between me and Mattel until we figure out this is just some kind of engineering issue and hey, I can feel free to keep one of the Gala Elles.
Send in a long note just to say I've had myself a little unboxing party and everything is just so much fun to play with and I'm really impressed with the dolls (and though I did mention one or two minor issues I also mentioned that hey, it was only dolls I wanted for the clothes so they didn't count as issues)? $35 merchandise voucher that I did not remotely expect because I wasn't writing in to complain, just to say how pretty IHF Wydowna is.
Shriek Wrecked Catrine should have a color-blocked part but instead has a mess? Please enjoy this $15 merchandise voucher.
First Day of School Ari's wrist breaks and can't be replaced? $15 check even though the doll is OLD. (I fixed the wrist with a pin.)
School Spirit Lunchtime Ghouls Draculaura has two left hands and Twyla's right knee won't bend? After a bit of back-and-forth about the holes in my collection, the $25 two-pack I got for $10 at a second-run store is being replaced by THREE dolls. Three dolls with a combined MSRP of $47.
Mattel's CSRs are awesome.
... That, or they're just relieved to see polite, relaxed messages from somebody whose issue is not their own personal Armageddon, especially in December.
I was told to start saving my receipts, however, so that's a thing I'll keep in mind for the future.
My FCA Operetta had one shoe badly molded? Got sent a voucher for her MSRP.
Gloom & Bloom Jinafire has two right hands? Got sent a new pair of hands at no charge.
Kitty Cheshire hand pack I ordered from the parts store (not a perfect match but close enough for Avea to take her gloves off) came with two left hands? New pair of hands and I didn't even have to send the old ones back.
There's something wrong with my City Ghouls Elle Eedee's hip joint? How about passing THREE Gala Ghoulfriends Elles back and forth between me and Mattel until we figure out this is just some kind of engineering issue and hey, I can feel free to keep one of the Gala Elles.
Send in a long note just to say I've had myself a little unboxing party and everything is just so much fun to play with and I'm really impressed with the dolls (and though I did mention one or two minor issues I also mentioned that hey, it was only dolls I wanted for the clothes so they didn't count as issues)? $35 merchandise voucher that I did not remotely expect because I wasn't writing in to complain, just to say how pretty IHF Wydowna is.
Shriek Wrecked Catrine should have a color-blocked part but instead has a mess? Please enjoy this $15 merchandise voucher.
First Day of School Ari's wrist breaks and can't be replaced? $15 check even though the doll is OLD. (I fixed the wrist with a pin.)
School Spirit Lunchtime Ghouls Draculaura has two left hands and Twyla's right knee won't bend? After a bit of back-and-forth about the holes in my collection, the $25 two-pack I got for $10 at a second-run store is being replaced by THREE dolls. Three dolls with a combined MSRP of $47.
Mattel's CSRs are awesome.
... That, or they're just relieved to see polite, relaxed messages from somebody whose issue is not their own personal Armageddon, especially in December.
I was told to start saving my receipts, however, so that's a thing I'll keep in mind for the future.
