SW-SET 7754 FIGS MISSING! Home-One Mon Calamari Cruiser...

[Dennimator]

Well, I bought a second 7754 Home One Mon Calamari Cruiser set in my local TRU (they were on sale for 1300 SEK), but to my horror, when I opened the box, none of the figs were in the bags! IT looked like someone had stolen the figs out of the bags, and then somehow sealed them again. I went back to the TRU with the set, but they didn´t believe me. They probably thought I had taken the figs myself, so they said "Sorry, we can´t help you", and that was the end of the discussion.

I´m hesitating to call/e-mail TLG´s customer service, because I don´t think they will believe me either. If I send them an e-mail, they will probably ignore it. Ihave never called them before, so I don´t know how they will react if I do.

I really want those minifigs, I mean, without them buying the set is a rip-off IMO, as I could sell them for over $70 on BL (quick check).

I need advice / help, please...

[Rick]

That sure sounds suspicious, assuming those figs and their headgear are usually distributed across the individual bags. Too bad you already opened the bags before you noticed the figs were missing. Didn't you notice anything strange about the box or the bags (like they were opened)?

Most likely explanation is that someone bought it, took the figs out, resealed everything (semi-)professionally and returned the set. I'd call TLG for advice, but it's really the store's problem.

[Dennimator]

That sure sounds suspicious, assuming those figs and their headgear are usually distributed across the individual bags. Too bad you already opened the bags before you noticed the figs were missing. Didn't you notice anything strange about the box or the bags (like they were opened)?

Most likely explanation is that someone bought it, took the figs out, resealed everything (semi-)professionally and returned the set. I'd call TLG for advice, but it's really the store's problem.

I think you misunderstood me. I didn´t open the bags. I saw that it was... like, strange marks on them, like they have been melted, glued or something. I think he cut off the side of the box or something, as it was no problem opening the box. The seals etc was still intact.

[Front]

If it was me, I would have gotten my money back from the shop. But that is because I will not put up with someone trying to claim that I did the mistake, and I would simply get so angry that I'm pretty sure a manager would hand me the money after a long debate.

In your case I would use the consumer service on lego.com. You can write which product was faulty and what is actually wrong. Write which shop exactly sold you that product and afterwards refused to take it back.

There should be some evidence that the box and bags have been opened. Glue must have been broken by a knife on the box. Maybe take some photos of this and the altered plastic bags inside.

You could also phone consumer service, but I would use email to explain the problem more carefully.

Hope you have luck getting it sorted, and please let us know of any progress.

Edited December 12, 2009 by Front

[Saint]

You always have to send an Email, perhaps other people have the same trouble.Just explain it short and friendly

[Dennimator]

You always have to send an Email, perhaps other people have the same trouble.Just explain it short and friendly

If it was me, I would have gotten my money back from the shop. But that is because I will not put up with someone trying to claim that I did the mistake, and I would simply get so angry that I'm pretty sure a manager would hand me the money after a long debate.

In your case I would use the consumer service on lego.com. You can write which product was faulty and what is actually wrong. Write which shop exactly sold you that product and afterwards refused to take it back.

There should be some evidence that the box and bags have been opened. Glue must have been broken by a knife on the box. Maybe take some photos of this and the altered plastic bags inside.

You could also phone consumer service, but I would use email to explain the problem more carefully.

Hope you have luck getting it sorted, and please let us know of any progress.

Ok, thanks guys.

I will mail TLG shortly, and, as you said, tell them the details, and that I can take some pics.

[Modulex Guy]

I've actually had this happen to me a while back also.

It was the castle set "Troll Assault Wagon". I got it from TRU a while back.

The box is the style that uses tape to seal the box rather than the finger punch, when I opened the box, there was no large troll and the figs were missing!

When looking at the still sealed bags, there were signs of tampering at the corners of each bag where there was a tiny hole big enough to squeeze the parts through.

The only solution I had done was just used the Customer Service for parts replacement to get the large troll and the other missing fig parts.

[Front]

One possible solution is to find the website for TRU in Sweden and tell them about the problem. They should be the ones to fix the problem, as there is probably little doubt that they have taken back a product that has been altered. If it's possible to contact TRU is another question. You might have more luck with Lego.

Edited December 12, 2009 by Front

[Brad-The-Brick]

Good thing no one knew how valuable the figs were when I got my mon calamari in september, or else I'd most likley be having the same outcry your having! Anyway, what an awful thing to happen to a lego fan! All new figs, each worth the price of a batman fig, I feel sorry for ya and I wish I knew some advice to tell ya.

[jamtf]

As far as I understand it, this was caused by theft. Lego has an almost 100% waterproof system when it comes to weight of boxes. If the figs were not there, this would have been noticed at the factory since the weight would not be OK.

Most likely, a TRU customer or someone that worked in the "distribution chain" from factory to the TRU toy store must have opened the box professionally with a knife or something simliar. Then it is not that difficult anymore to take out all the fig parts from each bag. With a kitchen sealing device it is easy to reseal the original plastic bags. The bags look glued or "fried" after that treatment since electric (hot) sealing is a way to burn the plastic in order to glue it together. Everything was put back in the box afterwards and voila, there you have a tampered with new Legoset without the figs.

It is a bit sad that the store did not take the set back. Of course, it is easy to think that you took the figs out yourself but I would have taken the box back shortly after the purchase and show them the contents (resealed bags with no figs) to the shop manager and ask for a solution. Usually, when something is wrong with sets at TRU in Germany (opened or heavily damaged boxes, etc.), they immediately remove the set from the shelf, write it off and send it back to TLC. TRU will get a full refund, even if the set got (deliberately) damaged by customers who visited the store and opened the box to take out pieces.

[Thee Pirate]

I had a similar thing happen to me about 4 years ago with a set that I bought at TRU that was discounted 50%. I bought The Castle of Morcia in a heavily damaged, but apparently unopened box, and it was missing the bag that the gate pieces come in.

[Grimmy]

You need to go back there and you ask for the manager. You sound like me a bit, not wanting to bother anyone. But you have can get a new one you just have to be firm and act like your not going to accept the product as is. At most stores, especially if it's a big store, they don't want any angry customers especially since they can get in trouble by higher ups. You have to tell them someone took the figs out then resealed the back and your not taking this you want a replacement. If you shop their often and spend a lot, let them know that you are a good customer their and have spent a lot of money. They should be able to rebox it and sell it for a open box sale to someone else priced as such. If your not good at complaining then bring someone with you who is, the angrier the better. I will be surprised if they give you another one. The store can still sell that product for at least the wholesale cost but you can't take the loss yourself. They know what to do.

But I think you said you already opened everything and built the set after they said no?

I used to do tattoos so I've had a couple sealers. Lots of people have that cheap sold on TV commercial sealer. You can tell which one they used. Lego's bags are sealed and cut at the same time so like you said you can tell when someone has resealed something. It's just not the same way.

[Swash Buckler]

Well, I bought a second 7754 Home One Mon Calamari Cruiser set in my local TRU (they were on sale for 1300 SEK), but to my horror, when I opened the box, none of the figs were in the bags! IT looked like someone had stolen the figs out of the bags, and then somehow sealed them again. I went back to the TRU with the set, but they didn´t believe me. They probably thought I had taken the figs myself, so they said "Sorry, we can´t help you", and that was the end of the discussion.

I´m hesitating to call/e-mail TLG´s customer service, because I don´t think they will believe me either. If I send them an e-mail, they will probably ignore it. Ihave never called them before, so I don´t know how they will react if I do.

I really want those minifigs, I mean, without them buying the set is a rip-off IMO, as I could sell them for over $70 on BL (quick check).

I need advice / help, please...

Oh that's terrible! -but not so terrible for you- Second one! i cannot get that set from anywhere here so be thankful you have one of them already i wouldn't have money for that anyway.

Edited December 13, 2009 by Swash Buckler

[The Crazy One]

I would have flipped if he had put it down to me being at fault!

I would go back and demand a refund or another set.

[JCC1004]

You're 16 right? That might be why they're not believing you. I'd have one of your parents go alone or with you.

[Swash Buckler]

You're 16 right? That might be why they're not believing you. I'd have one of your parents go alone or with you.

I am having Endor battle for christmas- i ordered it and checked that all parts were in and then let it wait for holidays - imagine if something -like this unfortunate case here- would happen for a christmas present- when it is finally opened you find out that the figs are gone terrible surprise for him/her who have been waiting it for weeks

[Dennimator]

I´ve mailed TLG, no response yet. I really hope they won´t just ignore the mail, even though I described it all very detailed...

Oh that's terrible! -but not so terrible for you- Second one! i cannot get that set from anywhere here so be thankful you have one of them already i wouldn't have money for that anyway.

Well, that doesn´t mean I´ve got unlimited money, I just like the set. Besides, the TRU´s over here have their shelves full of them, plus a "pyramid" built of 7754 boxes.

You're 16 right? That might be why they're not believing you. I'd have one of your parents go alone or with you.

I did, actually. They just told me again to call or mail TLG.

I am having Endor battle for christmas- i ordered it and checked that all parts were in and then let it wait for holidays - imagine if something -like this unfortunate case here- would happen for a christmas present- when it is finally opened you find out that the figs are gone terrible surprise for him/her who have been waiting it for weeks

Yeah, that would be even worse, because even if the store actually would be able to help (unlike swedish TRUs ), the "2-week (or whatever) money-back guarantee" probably would´ve ended.

Edited December 14, 2009 by Dennimator

[Saint]

you've should have gotten an automated E-mail from Lego. that's through the website. I did, and useley within 30 minutes you get an E-mail In your own language .

Well, I did anyway .

Strange they don't believe you at the store even with your parents ... hopefully this is a incedent... Or somebody is really making money stealing fig's and selling them on the internet .

[Dennimator]

you've should have gotten an automated E-mail from Lego. that's through the website. I did, and useley within 30 minutes you get an E-mail In your own language .

Well, I did anyway .

Strange they don't believe you at the store even with your parents ... hopefully this is a incedent... Or somebody is really making money stealing fig's and selling them on the internet .

I got the automated e-mail, I meant that I didn´t get anything else. I´m not surprised though, as they probably are busy, especially now when Christmas is closing up.

[Mister Phes]

Usually, when something is wrong with sets at TRU in Germany (opened or heavily damaged boxes, etc.), they immediately remove the set from the shelf, write it off and send it back to TLC. TRU will get a full refund, even if the set got (deliberately) damaged by customers who visited the store and opened the box to take out pieces.

I once found a damaged 7093 Skeleton Tower box in a department store. I asked them how much it cost and they said they'd only offer a $3 discount because the store believed packaging didn't have an affect over the actual product.

Ah yeah, right I thought... If I wanted to sell it over eBay it would be a lot more than $3 difference.

[Rick]

I got the automated e-mail, I meant that I didn´t get anything else. I´m not surprised though, as they probably are busy, especially now when Christmas is closing up.

I think I never got anything else than the confirmation as an e-mail reply. The real reply I got was always a letter with replacement parts! But I guess in this case they'll contact you about it. Anyway, I'm sure this will be resolved in a decent way by TLG. Their customer-service is the best I've ever seen.

[Peppermint_M]

Well, I e-mailed about a set missing from my order and got the automated response and a personal response. They'll contact you eventually.

[Destroydacre]

Well, I e-mailed about a set missing from my order and got the automated response and a personal response. They'll contact you eventually.

A lot of times it depends on the situation. Whenever I've needed a generic brick, I've just gotten the automated response and the piece arrived a week or so later. But the few times that I've needed parts specific to a set that were missing, they sent me follow up emails. In this case, I would definitely expect that Lego contacts the OP instead of just sending out 6 figures!

Edited December 15, 2009 by Destroydacre

[Shompis]

what happened? did TLG help you out?

Owwww, I have a Green Grocer which I bought months ago from S@L and one of the tape seals while not broken, has been appiled wrong. I.e. it does not go over the outer box part, but below/under it. And I want to keep it MISB hah. I now Wonder if anything is missing from it due to the horrific story from OP.

[MacK]

what happened? did TLG help you out?

Owwww, I have a Green Grocer which I bought months ago from S@L and one of the tape seals while not broken, has been appiled wrong. I.e. it does not go over the outer box part, but below/under it. And I want to keep it MISB hah. I now Wonder if anything is missing from it due to the horrific story from OP.

I doubt it, the green Grocer has no really special minifigs or parts. But you may want to weigh it aganist another copy of the set to make sure that a whole bag of parts or something is missing.