Square Enix Customer Support Experience MyFigureCollection.net
I preordered Final Fantasy VII: Advent Children - Cloud Strife - Play Arts Kai - & Fenrir (Square Enix) item/600438 from Nippon Yassan. When I opened the box and assembled the figure, I noticed that the right hand for holding the swords was missing and instead I got two right hand closed fists. Considering how expensive this figure was, I wasn't satisfied having a hand missing. Of course I did my research and could not find anyone writing about their experience for solving the same problem so I was a little concerned.
First I contacted Nippon Yassan and their response was that they'll contact Square Enix and see if a solution will come up. At the same time, I contacted Square Enix U.S support and after a week later, I got a reply. Their response was that my country was not supported by Square Enix U.S (livin' in Australia :P) and that I should contact Square Enix Japan. Tou could find an email address on the back of the box. My immediate concern was whether or not I needed to communicate using Japanese 'cause my Japanese is so limited. Anyways, I wrote an email to them using both Japanese and English. Surprisingly I got an email back from them after a day or two and in English too. What a relief! They apologised for the defect and requested my address information to send the missing hand. After that, they posted the missing hand with EMS shipping. In the mean time, I'm still waiting for a response from Nippon Yassan which I don't think will ever happen.
Thank you for caring Square Enix Japan :)
So if there are any problems with your play art figures because of qc issues, look at the back of your box and don't hesitate to contact Square Enix.
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