Fan-backed Hasbro project: Unicron

[Starganderfish]

I funded a Unicron through my local EB Games shop, finalised the purchase and collected the figure approx two weeks ago. After checking posts and reviews, I decided I no longer wanted the figure. Put it up on eBay and sold it quickly for a reasonable price (reasonable for me and for the buyer). Knowing Hasbro and their reputation, I stated in the listing:
"This is a Crowdfunded, limited edition product and is sold Mint in Sealed Box. I am unable to offer warranty support or exchange if there are any manufacturers issues with the item. The figure does not include the digital comic bundle because that was a timed exclusive, however, all other accessories are included."
I received the below message from the buyer this morning:
"Hi I got my item today and I was very pleased with how quickly it arrived and to see how well it was protected. Unfortunately upon transforming it I found an issue, the locking piece used on the left leg is the wrong one, it is the piece from the right leg (I have 2 right leg parts), this means that the left leg will not lock properly. I have included a photo of my copy as well as a comparison to the photo in the instructions and a comparison to another person's unicron in the 2nd and 3rd photo. it it most obvious that its the wrong piece when you look at the curved part of the piece, which on my copy is facing towards the ground when on the other 2 correct images it is facing towards the top"
Not having the figure, or even having opened the box to look at it, I can't say with any certainty if this is a mistake in transformation or an issue with the figure.
Is this a known or common issue? Is there an easy fix for it? Is it a piece that's upside down, or the wrong piece (two rights instead of a left and right)?
I'm hoping that the buyer, eBay and Paypal won't be difficult about it because the listing clearly stated the item was sold "as-is", but I would like to at least try to do the right thing by the buyer, if this is something that they can fix themselves. Alternatively; if it's a case of "Hasbro sent me two right pieces" I will direct them here and to the TFW2005 board and they might find someone who got two left pieces and can do a swap.

Has anyone else seen this, or (fingers crossed) is this just the buyer mis-transforming?

[JJJ]

Well shit.

That is indeed the wrong piece.

That strap should, when the leg is unfolded, extend toward the front of the leg, and have both the semi-circular cut-out and connector port at the top.

In a least-worst case scenario, it isn't strictly necessary to hold things in place properly - the main folding armature for those plates clips in quite snugly on its own.

[griffin]

That's the first one I've heard of in Australia that's defective.
I'd be really surprised if you could find someone with two oc the other part to trade one... as it would be really really rare.
Best chance is to contact Hasbro Australia customer service and ask if they can help.
Fortunately, as noted in the post above, it isn't a vital part that prevents transforming or displaying the toy... it will just be really annoying if you know it is there.

[Starganderfish]

Thanks for the advice folks.
The buyer came back and said that Hasbro Pulse customer support refused to offer any support because it was bought through EB Games. The buyer is asking for a partial refund.
I've emailed Hasbro Pulse Customer Support and EB Games Customer Support myself now to ask for a replacement part. EB Games obviously can't supply the part, but if they wanted to they might be able to reach out through their Hasbro Supply chain, because AFAIK, they are an authorised reseller of Hsabro for Aus.
I may also reach out to Hasbro Australia and see if they can do anything.

After PayPal and eBay fee's, I'll probably be lucky to break even on this so I'm reluctant to offer any kind of partial refund. I'll see what I get back from Hasbro myself and then talk to the buyer, see what they expect.
I can definitely understand their disappointment and have been in a similar position myself but there's a reason I explicitly wrote on the listing that the product was sold as-is and there would be no support or warranty. If they couldn't abide by that, they really shouldn't have bought it.
However, I am trying to help as best I can.

If they get completely unreasonable, I'll just tell them to ship it back, and then refund their purchase price.

Geez I hate HasTak. Takara has dropped the ball majorly with recent Masterpiece releases, and Hasbro's retail items have had a bad reputation for years. This kind of crappy lack of QC and refusal to offer Customer Support though... no excuse for that. Hopefully the buyer just messed up the contact with HasbroPulse Support and I can get some kind of remediation.

[Krayt]

Send the buyer your receipt and make them return to EB....

[MayzaPrime]

Honestly, if it was me... I would not accept any responsibility for a manufacturing issue if it was unopened. This is outside of your control, had it been opened and you didn't mention it in the description then yes, it would be your responsibility. The buyer has accepted the risk and bought it, then you shouldn't be expected to do anything more. I agree with Krayt... send them the receipt and they can return it to EB.

[Tha_Phantom]

Honestly, if it was me... I would not accept any responsibility for a manufacturing issue if it was unopened. This is outside of your control, had it been opened and you didn't mention it in the description then yes, it would be your responsibility. The buyer has accepted the risk and bought it, then you shouldn't be expected to do anything more. I agree with Krayt... send them the receipt and they can return it to EB.

Yeah, this. Plus you even said as much in the eBay listing.
It's a risk we all take when buying sealed toys on the aftermarket. Just so happens this one is more expensive than most, but the same standard applies.

[JJJ]

These aren't unreasonable replies (I agree with them - it was bought unopened, as is, and knowing full-well the circumstances of its production), but, well, it's Ebay.

Was this paid for via PayPal? If so, then they will almost certainly rule in favour of the purchaser, no matter how ridiculous, and transfer the money back. Which is great when dealing with dodgy vendors, but shitty for everyone else if dealing with a dodgy purchaser, which this is starting to resemble.

[Skyfire]

If it was factory sealed and advertised as such then one would think you are in the right Starganderfish. You are already going beyond the call of duty to help the buyer and they might not be satisfied anyway. But it really doesn't matter what I or any other OCTA member thinks, the ultimate decision is eBay's and you ought to see what their policies and their people state in regards to the matter. I suggest not doing anything outside of eBay's environment such as sending the buyer parts privately or your EB Games receipt - such things can void your eBay/Paypal guarantees and cannot be submitted as proof to eBay/Paypal later on.

Good luck.

[1AZRAEL1]

Admittedly it sucks. But as people say, you clearly stated it was sealed, and it's a risk buying MISB stuff. You've gone above and beyond to resolve it, I just hope they're reasonable enough to see that and not pursue refunds.

I haven't got my Unicron yet, but I do hope I don't have issues with QC. This one seems small in comparison to, say, missing his head.