Um... Whoops!
Well, that was a snafu. BTW, Teela is now sold out.
Apparently on the 15th, Mattycollector transferred all customer service and customer relations to Digital River, the company that packs and distributes the MOTUC toys.
Well, Digital River forgot to fill Club Eternia subscribers figures before they filled normal orders for Teela, so those of us with the subscription got gyped!
Mattel has now "fixed" this error with DR, and has promised that all CE figures will be shipped out. They have NOT said when. From their Facebook account:
"To clear the air, subscribers will be getting Teela. She is NOT on backorder. Customer service has been giving out some incorrect information and we are working with them to correct this. Going forward, we will make sure subscriber figures are shipped first along with a confirmation email. We apologize for this inconvenience!
Hey fans,
We know there has been a lot of confusion floating around on some recent orders and misinformation. I'll do my best to clear this up.
We did swtich over our customer service to Digital River, and it appears a few customer service reps have been going "off book" and giving out some incorrect info. Here is the latest:
1: Wun-Dar is most definately the subscription figure only. He will only be available if you purchased a 2010 Club Eternia subscription and will be mailed out in the spring along with the all new poster. Wun-Dar will not be sold in any other way. If you did not purchase a subscription, you will not be getting Wun-dar. Nothing has changed on Wun-Dar from our original plans announced at SDCC 2009.
2: All 2009 subscribers WILL be getting Teela. The shipping confirmation should have gone out immediatly and I appologize for this not happening. Going forward, we have made it very clear to Digital River that subscription figures need to ship out first (along with confirmation emails).
This may not have been the smoothest sale, but everyone will get their product.
I'll do my best to keep an eye on Facebook and answer any other pressing questions. Unless you hear an annoucement from me, there shouldn't be any major changes. We'll talk to Digital River and make sure their customer service reps are up on the latest info and training!
Doing all we can to correct these issues! Nothing is more important then creating a smooth process and pleasing our fans. Not every sale goes by the book, but we are working on fixing all of these issues. Thanks for everyone's understanding!
Matty
I promise to give you updates as soon as I find them. In the meantime, they gave us new pics of Teela, Zodak, and Wun Dar.
Apparently on the 15th, Mattycollector transferred all customer service and customer relations to Digital River, the company that packs and distributes the MOTUC toys.
Well, Digital River forgot to fill Club Eternia subscribers figures before they filled normal orders for Teela, so those of us with the subscription got gyped!
Mattel has now "fixed" this error with DR, and has promised that all CE figures will be shipped out. They have NOT said when. From their Facebook account:
"To clear the air, subscribers will be getting Teela. She is NOT on backorder. Customer service has been giving out some incorrect information and we are working with them to correct this. Going forward, we will make sure subscriber figures are shipped first along with a confirmation email. We apologize for this inconvenience!
Hey fans,
We know there has been a lot of confusion floating around on some recent orders and misinformation. I'll do my best to clear this up.
We did swtich over our customer service to Digital River, and it appears a few customer service reps have been going "off book" and giving out some incorrect info. Here is the latest:
1: Wun-Dar is most definately the subscription figure only. He will only be available if you purchased a 2010 Club Eternia subscription and will be mailed out in the spring along with the all new poster. Wun-Dar will not be sold in any other way. If you did not purchase a subscription, you will not be getting Wun-dar. Nothing has changed on Wun-Dar from our original plans announced at SDCC 2009.
2: All 2009 subscribers WILL be getting Teela. The shipping confirmation should have gone out immediatly and I appologize for this not happening. Going forward, we have made it very clear to Digital River that subscription figures need to ship out first (along with confirmation emails).
This may not have been the smoothest sale, but everyone will get their product.
I'll do my best to keep an eye on Facebook and answer any other pressing questions. Unless you hear an annoucement from me, there shouldn't be any major changes. We'll talk to Digital River and make sure their customer service reps are up on the latest info and training!
Doing all we can to correct these issues! Nothing is more important then creating a smooth process and pleasing our fans. Not every sale goes by the book, but we are working on fixing all of these issues. Thanks for everyone's understanding!
Matty
I promise to give you updates as soon as I find them. In the meantime, they gave us new pics of Teela, Zodak, and Wun Dar.
