Zak Katz Posted December 25, 2012 Share Posted December 25, 2012 What's the email address to request a part replaced? My Phonix Killer IM has a paint chip in the middle of his face and my Rhino has two left arms Quote Link to comment Share on other sites More sharing options...
DSTZach Posted December 26, 2012 Share Posted December 26, 2012 The customer service e-mail is on the website. Quote Link to comment Share on other sites More sharing options...
undeadpool Posted December 26, 2012 Share Posted December 26, 2012 sadly i ran into a QS problem with a the venom set, my She-Venom's chest tampo was extremely smudged/warped, last time you guys were super helpful and i will shoot an email after Christmas, thanks for being so great Quote Link to comment Share on other sites More sharing options...
Kostisfire Posted December 26, 2012 Share Posted December 26, 2012 My kingpin has two right arms but it doesn't bother me that much. The arm is covered by the add ons and since the hand is right no harm done. Quote Link to comment Share on other sites More sharing options...
DSTZach Posted February 7, 2013 Share Posted February 7, 2013 FYI, whenever you need to contact customer service, write to customerservice (at) diamondselecttoys (dot) com. I know you guys have had slow or no response times in the past, but we now have a full-time CS person, so that is the best address to write to. Do not directly e-mail Whitney; Whitney is no longer with DST, and your e-mail might get lost. Also, do not e-mail me, as I might not realize your e-mail did not also go to the CS person. Quote Link to comment Share on other sites More sharing options...
Nebraska Posted February 7, 2013 Share Posted February 7, 2013 I'm so glad you posted the email Zach. I opened an Alpha Flight boxset last night & his hip peg was broken. He's now an amputee. Quote Link to comment Share on other sites More sharing options...
Mystery Man Posted February 17, 2013 Author Share Posted February 17, 2013 Wrote 'em a few days ago about my bad Best of Hulk/Loki sets. I really hope they can help out. Quote Link to comment Share on other sites More sharing options...
Onyx_6 Posted February 18, 2013 Share Posted February 18, 2013 Got my Select Movie Loki staff on Saturday. Will be anxiously waiting for my Marvel wave 48 Mr. Fantastic leg; quoted a few weeks by Amy at customer service. Quote Link to comment Share on other sites More sharing options...
Mystery Man Posted February 20, 2013 Author Share Posted February 20, 2013 (edited) Heard back from Amy with DST today about my "Best of" thigh-scratched, elbow-broken Hulk and my helmet-paint-missing Loki. She said she was waiting for another order to come in to check but she's very doubtful there'll be any to arrive. ... this is a brand-new release. Like, been out for less than a month. Maybe I don't understand how the system works but I wouldn't have thought it'd be difficult to get a couple replacement pieces from a brand-new set. Edited February 20, 2013 by Mystery Man Quote Link to comment Share on other sites More sharing options...
Nebraska Posted February 20, 2013 Share Posted February 20, 2013 Hmmm...I sent an email back on the 7th I believe & have yet to receive a reply. Perhaps I should send another email. Quote Link to comment Share on other sites More sharing options...
Onyx_6 Posted February 26, 2013 Share Posted February 26, 2013 Reed's leg should be on its way to me right now! Quote Link to comment Share on other sites More sharing options...
Turtle Posted February 26, 2013 Share Posted February 26, 2013 Same here. Amy said she was putting it in the mail yesterday. I am pleased. Quote Link to comment Share on other sites More sharing options...
Turtle Posted February 27, 2013 Share Posted February 27, 2013 I received Mr Fantastic's replacement leg today. Great turn around time. Quote Link to comment Share on other sites More sharing options...
Onyx_6 Posted February 28, 2013 Share Posted February 28, 2013 My leg arrived yesterday. Stretch-O is happy not to be stretched. Quote Link to comment Share on other sites More sharing options...
kaipo Posted March 1, 2013 Share Posted March 1, 2013 (edited) Just picked up the Alpha Flight box sets from Luke's, and Aurora's black hairpiece doesn't fit on the head (it's too small). I've tried to force it on, but no luck. Anyone have this problem? Edited March 1, 2013 by kaipo Quote Link to comment Share on other sites More sharing options...
bigvis497 Posted March 1, 2013 Share Posted March 1, 2013 Just picked up the Alpha Flight box sets from Luke's, and Aurora's black hairpiece doesn't fit on the head (it's too small). I've tried to force it on, but no luck. Anyone have this problem? Kaipo, you probably wanna check the Alpha Flight thread. In short, boil water then put the piece in the water for a minute or two. The plastic will get nice and soft then you can slip it right on. When it shapes to the form you desire, dip the piece in ice water for a minute so it hardens. Shouldn't give you any problems from there. This method works for straightening out claws, weapons, etc. This was a problem on all the Aurora mates. Quote Link to comment Share on other sites More sharing options...
pioad Posted March 1, 2013 Share Posted March 1, 2013 Does anyone know if DST replaces parts from Toys "R" Us? My Air Walker came without the shoulder caps that hold the wings in place. Last time I asked them for a part (Cosmic Spiderman only had a left foot) I never even received a reply. Quote Link to comment Share on other sites More sharing options...
kaipo Posted March 2, 2013 Share Posted March 2, 2013 Just picked up the Alpha Flight box sets from Luke's, and Aurora's black hairpiece doesn't fit on the head (it's too small). I've tried to force it on, but no luck. Anyone have this problem? Kaipo, you probably wanna check the Alpha Flight thread. In short, boil water then put the piece in the water for a minute or two. The plastic will get nice and soft then you can slip it right on. When it shapes to the form you desire, dip the piece in ice water for a minute so it hardens. Shouldn't give you any problems from there. This method works for straightening out claws, weapons, etc. This was a problem on all the Aurora mates. bigvis, thanks for the response! Totally makes me feel better that everyone had this problem, and it wasn't just an unlucky day for me. Misery loves company I guess. Quote Link to comment Share on other sites More sharing options...
Gillbob316 Posted March 3, 2013 Share Posted March 3, 2013 (edited) Just picked up the Alpha Flight box sets from Luke's, and Aurora's black hairpiece doesn't fit on the head (it's too small). I've tried to force it on, but no luck. Anyone have this problem? Kaipo, you probably wanna check the Alpha Flight thread. In short, boil water then put the piece in the water for a minute or two. The plastic will get nice and soft then you can slip it right on. When it shapes to the form you desire, dip the piece in ice water for a minute so it hardens. Shouldn't give you any problems from there. This method works for straightening out claws, weapons, etc. This was a problem on all the Aurora mates. bigvis, thanks for the response! Totally makes me feel better that everyone had this problem, and it wasn't just an unlucky day for me. Misery loves company I guess. I also had the "Aurora's hairpiece is malformed" problem... the solution I use, which I find much easier is... (Picked this up when I used to collect heroclix, which were very very often warped) Blow dryer. Close range (1-2 inches). Apply until plastic becomes soft and pliable. Once soft and pliable, put the hairpiece on her head until it cools off and re-stiffens. Much easier/faster than all that water boiling/dipping... and much less wet. But I will caution, Blow dryers CAN get VERY hot at close range, so use caution/be careful. Still I find it much easier than the water method... with the same net result of: "Heat the plastic up so its soft" Edited March 3, 2013 by Gillbob316 Quote Link to comment Share on other sites More sharing options...
Zak Katz Posted March 6, 2013 Share Posted March 6, 2013 DST has a new woman in charge named Amy. She contacted me yesterday and apologized for the delay, and then helped me replace what she could. You should definitely try to replace your parts ASAP to make sure you can get what you need. Has it been said that DST doesn't get TRU mates for replacement parts? I remember they didn't have replacements for Box's head or for my two left armed Rhino. Quote Link to comment Share on other sites More sharing options...
DSTZach Posted March 6, 2013 Share Posted March 6, 2013 It is not a hard and fast rule. I believe we try to get in parts for everything, not sure why some waves or sets get left in the lurch. Quote Link to comment Share on other sites More sharing options...
Scythe Posted March 9, 2013 Share Posted March 9, 2013 I have to say, Amy has gone above and beyond to make the consumer feel helped. Very great individual, I urge everyone to drop an e-mail, it takes awhile but worth it. Really helpful. I love the response all-around DST has with the fans. Makes a huge difference. Quote Link to comment Share on other sites More sharing options...
Mystery Man Posted March 9, 2013 Author Share Posted March 9, 2013 (edited) I think Amy is tops!She really helped me out with a few pieces and the turnaround was super quick. I appreciate her a ton! Edited March 9, 2013 by Mystery Man Quote Link to comment Share on other sites More sharing options...
kaipo Posted March 14, 2013 Share Posted March 14, 2013 (edited) I just bought the 2010 Uncanny X-Men box set on Amazon, and Battle Ravaged Wolverine's right hip joint broke out of the package. Knowing it's an old set and an exclusive, I took a chance anyway, and emailed Amy. Unfortunately she couldn't find the replacement. She did tell me to mention to you all to please attach a photo which makes her part hunting easier. Here's the one I sent her. PS if any of you have the part, let me know That's all folks. Edited March 14, 2013 by kaipo Quote Link to comment Share on other sites More sharing options...
sky_dive Posted March 15, 2013 Share Posted March 15, 2013 Emailed Dst about Merks hat, which I didn't know was missing until I opened the package. Sadly, I was not able to get a replacement. I went to the LCS, but there are no returns. Should I email then again? Quote Link to comment Share on other sites More sharing options...
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