MRCUSTOMERCARE
Well-Known Member
Hello Everyone,
This email will start going out to everyone who bought a Vader Helmet within the hour. I just thought I would give you all a heads up.
Subject: Vader Helmet Update: 2/24/06
Dear Master Replicas Customer:
Three weeks ago today, we informed you of the decision to place the shipment of all Darth Vader Episode III Helmet editions , including Limited, Signature and Dual Signature, on hold while we inspected the product and determined the best solution to prevent damages during shipment.
We would like to share with you our findings and our plan moving forward.
Our expectation was to have adequate inventory of quality helmets for replacements after our inspection. As part of the inspection process, we also added a number of additional quality assurance measures to ensure that you, our customer, would be satisfied with this product for many years to come and be proud to display it as the centerpiece of your collection
Unfortunately, we found two issues in performing the inspection. First, more than the expected number was damaged in the shipping process. Second, most of the helmets have the potential for future damage due to the design of the magnetic stabilizing system.
We feel that with the combination of these issues, the helmets fall below the standard of quality that Masters Replicas requires and our consumers deserve. We have made the decision to return the entire production back to the manufacturer and make the necessary improvements. Unfortunately, this will further delay the availability of the Darth Vader Helmets. We have explored various alternatives that may have allowed us to return the product to market faster, but we have chosen this more conservative course of action as it will ensure the highest level of quality and customer satisfaction.
As of today, three shipments are in transit from the US back to the manufacturer. Once the shipments arrive, we will jointly develop a timeline with our manufacturer. We will share information with you through regular “Darth Vader Update Emails”.
We are offering a replacement program that is completely voluntary. 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. Should you choose to replace your helmet please contact us by March 10th to ensure that we have enough replacement inventory.
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 regardless of where you purchased your helmet from:
1. Please email darthvader@masterreplicas.com no later than Friday, March 10, 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 March 10, 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 directly.
If you originally wanted a replacement and now would prefer a refund due to the anticipated delay, please contact us at darthvader@masterreplicas.com
Once again we apologize for this inconvenience. Master Replicas will do everything in our power to remedy the situation to your satisfaction. We will be updating you on the status of the resolution no later than March 23, 2006.
Thank You.
The Master Replicas Team
This email will start going out to everyone who bought a Vader Helmet within the hour. I just thought I would give you all a heads up.
Subject: Vader Helmet Update: 2/24/06
Dear Master Replicas Customer:
Three weeks ago today, we informed you of the decision to place the shipment of all Darth Vader Episode III Helmet editions , including Limited, Signature and Dual Signature, on hold while we inspected the product and determined the best solution to prevent damages during shipment.
We would like to share with you our findings and our plan moving forward.
Our expectation was to have adequate inventory of quality helmets for replacements after our inspection. As part of the inspection process, we also added a number of additional quality assurance measures to ensure that you, our customer, would be satisfied with this product for many years to come and be proud to display it as the centerpiece of your collection
Unfortunately, we found two issues in performing the inspection. First, more than the expected number was damaged in the shipping process. Second, most of the helmets have the potential for future damage due to the design of the magnetic stabilizing system.
We feel that with the combination of these issues, the helmets fall below the standard of quality that Masters Replicas requires and our consumers deserve. We have made the decision to return the entire production back to the manufacturer and make the necessary improvements. Unfortunately, this will further delay the availability of the Darth Vader Helmets. We have explored various alternatives that may have allowed us to return the product to market faster, but we have chosen this more conservative course of action as it will ensure the highest level of quality and customer satisfaction.
As of today, three shipments are in transit from the US back to the manufacturer. Once the shipments arrive, we will jointly develop a timeline with our manufacturer. We will share information with you through regular “Darth Vader Update Emails”.
We are offering a replacement program that is completely voluntary. 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. Should you choose to replace your helmet please contact us by March 10th to ensure that we have enough replacement inventory.
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 regardless of where you purchased your helmet from:
1. Please email darthvader@masterreplicas.com no later than Friday, March 10, 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 March 10, 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 directly.
If you originally wanted a replacement and now would prefer a refund due to the anticipated delay, please contact us at darthvader@masterreplicas.com
Once again we apologize for this inconvenience. Master Replicas will do everything in our power to remedy the situation to your satisfaction. We will be updating you on the status of the resolution no later than March 23, 2006.
Thank You.
The Master Replicas Team
