**RESPONSE FROM HASBRO*** My little Pony Favorite Collection - Dents?

[josiekat]

Oh man.....I would be so p*ssed. I haven't even seen the new ones in stores, and now I have that to look forward to. Wonderful. lol

[Katai]

I was pissed! Since I knew how rare they were and I was SUPER excited to put out NM. She was the one I really wanted!!

[ShortyBoo]

I took some pics of my new ponies with the dents on them. I tried to photograph Sunny Ray's dent, but it wasn't showing up very well in the photo. But here's the others to give you an idea:

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The dent is definitely easiest to see on her. All four have the same shape dent, it just is more prominent on Cherry Berry.

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It's kind of hard to see on Trixie, but it's the dark mark on her neck.

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Lyra has other quality issues, but she was the last one, so I grabbed her anyway. Besides the dents, her tail is 2 inches longer than any other G4s, her neck has a weird gap around it and the seams of the plastic look pretty bad.

[Katai]

This was the response from hasbro..left me with this face:  :/  I would suggest that if you recieved any new sets that have these issues to CONTACT HASBRO. Maybe if more people talk to them they'll notice the errors in their batches with this one. I don't mind small errors, but this is a BIG one.

Sherry: Welcome to Hasbro CHAT, this is Sherry, how may I help you today?
File attachment upload has started.
Sherry: Hello Paula, how may I assist you today?
The file dent2.jpg (309.7KB) was received.
File attachment upload has started.
The file dent1.jpg (370.56KB) was received.
Paula Umana: I recently came across the My Little Pony Favorite colletion in Toys R Us and purchased it. When I got it home, I removed several ponies from the packaging and they all had serious dents and damage to the plastic.
Paula Umana: Those are only two of the ponies that have damage, the blue one being the worse and I didn't bother removing the last few as when I got to Dj Pon3 I noticed she also had issues. Every pony in that set was damaged.
Sherry: I do apologize for that experience.

Do you still have the packaging available?
Paula Umana: Yes. The damage seemed to be from the actual packaging, where pressure was applied to the ponies from the plastic
Sherry: I understand. I'd like to take care of this for you today.
Paula Umana: Thank you
Sherry: I need the item number which is usually located by the age grade on the packaging.

It is my pleasure.
Sherry: It can sometimes be 5-10 number long and may have a "/" in between the first 5 numbers and the last 5 numbers.
Paula Umana: Looking for it but don't see it.
Paula Umana: oh wait there it is
Paula Umana: A0634
Sherry: Perfect thank you so much. Please bear with me one moment.
Paula Umana: ok
Sherry: I appreciate your patience.

This is an actual exclusive to Toys-R-Us.

Although I can not replace the Ponies, I can send you a postage paid label to return them for a refund.
Paula Umana: Why cant the ponies be replaced?
Sherry: They are an exclusive only to Toys-R-Us.

They are not available separately.

Sherry: I can email the label to you.
Sherry: You would get it in a matter of minutes and it is postage paid.

As soon as we receive the set back, we'd refund you for the purchase price.
Paula Umana: My concern is that I'm going to purchase another set as I do want specific ones out of the set, and they're going to be damaged again. If I spend 40 dollars on the set I don't want to recieve damaged ponies. Is it an issue that the quality control can look into regarding the packaging? I've had other folks tell me that even their individual playful ponies had similar damage as well due to harder plastic in the packaging
Sherry: I can understand your concern and the fact you would like to complete your collection. I wish I had them available.

I am not sure if it is something that happened in shipment. I will certainly pass this on to our product team so they are well aware.
Sherry: I am not sure if you'd rather go to the store directly for a replacement.
Sherry: That way you can ensure you are getting the ones you want.
Paula Umana: Oh trust me its not shipment. All the points of dents in the plastic are from where the plastic packaging pressing intot he ponies. I don't know if TRU will take them back since they've been opened. I'll return them directly to you and wait till they're more avaliable. Hopefully that means you've fixed the dent problem in the batches that have it.
Sherry: When did you purchase the set?
Paula Umana: Yesterday
Sherry: Please provide the age and gender of the child/person using the toy.
Paula Umana: 25/female
Paula Umana: they were for display only
Sherry: Can you please verify your email and mailing addresses?
Paula Umana:  (Left blank. No stalkers please!)
Sherry: I will email that label at the close of the Chat. You should see it in approximately 5 minutes.

Do you still have the receipt?
Paula Umana: Yes
Sherry: Please enclose a copy, so we can refund you the purchase price.
Paula Umana: ok..I hope this is fixed in the future.
Sherry: I appreciate your letting us know of this issues and assure you I will share it the the team.
Paula Umana: Its not right to charge that much for a set and get nothing but damaged goods
Paula Umana: Thank you
Sherry: I completely understand.

Thank you for contacting us today Paula.

Enjoy your day!
Sherry has disconnected.

[egyptiondragon]

wow really  just because they are Toys r us excursive she cant give you new ones i dont believe that Hasbro does ship the set to toys r us

[Katai]

And it was because they "didn't come seperately"

[HawaiianRain]

buuut isn't trixie sold separately?

and wouldn't it just be easier to bring them back to the store?

[Katai]

Yeah I'm going to see if TRU will take it back. My issue was letting them know as I do want to buy another set but not until the problem is fixed.

Post Merge: August 06, 2012, 07:04:59 PM

also these ponies have glitter on their symbol, while the regular playful ponies do not. hence the difference as to why I couldn't buy them individually. Plus no NM playful pony =(

[Ren-Ren]

That's not good! 

I remember my ponies from the Fun at the Fair set had dents from the little ice cream rings on their legs. It's been almost a year since I opened them, I think, so I'll try to remember to check them and see if the dents are still there. Then you'll have a better idea of whether they are there to stay or not.

I guess I may need to resume buying loose from Taobao if I want to get dent-free ponies... 

[CrystalCrown]

Woah. Thats crazy! I'll be sure to look very carefully for damage when I go to buy this set now.

[TurbinePony]

Wow a bit of a disappointment. I really want this set badly and I hope they won't have this issue. Must be sloppiness to roll the product out? Putting ponies right in the packaging right when they come out hot and very delicate? Anyhoo I hope this gets settled and you get dent-less ponies.

[Ren-Ren]

Woah. Thats crazy! I'll be sure to look very carefully for damage when I go to buy this set now.

You might not be able to tell, because it occurs where the plastic holds the pony. I'm not sure how apparent it is until you open it. But perhaps if you are looking specifically for it you might be able to catch it...

[STLGusty]

That really sucks.  I'm so sorry to hear you had this problem.  Sounds like we might all experience this with the collector set.  $40 is just too much to spend on a set that has such obvious issues on just about every pony.  :-\

[xoVanille]

Wow, seems like they're better quality when ordered via eBay from China! You could try that maybe? I had really great luck that way, the ponies are official and look amazing.

[banditpony]

That's terrible     And it's not like it was a cheap set either to purchase.

I am glad you contacted Hasbro and hopefully they will compensate you, like sending you a new set. 

Sending a new set wouldn't really help, though, since the issue is with the packaging. Meaning, every single set is going to have that same issue to some extent. And like I said, the same thing happened with my wave 8 singles which were harder than previous singles to get out of the plastic, so I'm pretty sure that they changed the packaging completely.

This might not be true, My single trixie had a dent, but lyra did not.  It's not /all/ ponies get this, but it's probably 90% of them.