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The quest for a replacement Rapunzel Silhouette

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The quest for a replacement Rapunzel Silhouette
Voko20

Voko20

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Hi All,

Decided to make a new discussion thread to not clog up the Silhouette thread.
To quickly summarize I had some major flaws with the recent Rapunzel Pin, and I know people wanted updates as I had reached out to support.

In chat (with someone named Gretchen) early early this morning I had a support agent notify me that a replacement would be ordered and I'd have to ship back the pin and such. As it is an LE pin, this seemed quite odd and I reached out to support via email this time about two or three hours later confirming that a replacement would be sent, since normally orders give you a confirmation email within a few hours.

The latest reply from support has been:
"I’m sorry you haven’t received your order, John!

A replacement is being prepared for shipment. Once your package ships, you will receive a tracking email.

Thanks,
Alexis"

So thats two Support CMs that have said something about a replacement, but until I get a shipping tracking number I won't know for sure.

Definitely an interesting interaction here, hope to have further news soon :)
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Whoa, she doesn't even have a face since it's a silhouette and they still managed to deface her!

Really sorry you're having to deal with this. I'd say it's a crapshoot and you won't know until you get (a) a shipping notification and (b) an actual delivery whether they have a replacement of this exact pin to send you. I know from the doll threads that a certain amount of the LE 17" dolls are held back in case replacement is needed. However, even those are finite and there's a point at which even if you receive a really busted-up doll, you will get a "Sorry, here's a refund" and that's about it.

It's possible they do this for pins as well--but again, you won't really know until they confirm they are shipping out a new pin. Even then, until you open the package and see a shiny new Rapunzel, I would be only cautiously optimistic. Disney often seems to mean well, but they could totally send you some other pin as a replacement, too. YOU NEVER KNOW.

Sending good wishes for a magical resolution, though!!!
 
Addicted to Alice Pins said:
Whoa, she doesn't even have a face since it's a silhouette and they still managed to deface her!

Really sorry you're having to deal with this. I'd say it's a crapshoot and you won't know until you get (a) a shipping notification and (b) an actual delivery whether they have a replacement of this exact pin to send you. I know from the doll threads that a certain amount of the LE 17" dolls are held back in case replacement is needed. However, even those are finite and there's a point at which even if you receive a really busted-up doll, you will get a "Sorry, here's a refund" and that's about it.

It's possible they do this for pins as well--but again, you won't really know until they confirm they are shipping out a new pin. Even then, until you open the package and see a shiny new Rapunzel, I would be only cautiously optimistic. Disney often seems to mean well, but they could totally send you some other pin as a replacement, too. YOU NEVER KNOW.

Sending good wishes for a magical resolution, though!!!
Click to expand...
I had no idea that was a thing, I had always heard that LE products don't get replacements and I had initially contacted support for just some small compensation.
Trying not to get too hopeful, and I would be completely baffled if they send me a completely different pin.
:) thanks so much for the response and info though.
 
Voko20 said:
I had no idea that was a thing, I had always heard that LE products don't get replacements and I had initially contacted support for just some small compensation.
Trying not to get too hopeful, and I would be completely baffled if they send me a completely different pin.
:) thanks so much for the response and info though.
Click to expand...

We only figured it out with the dolls when someone called about a sold-out-in-20-minutes doll (so it's not like there were just extra sitting around the warehouse, unsold) and was told that a replacement could be sent. Someone else later received a damaged doll and called and was told the "replacement" supply was gone.

It will be curious to see what they do with the pin. The dolls are produced in thousands so even though limited there is room to keep even 25 back "just in case." But since these pins are in the hundreds ... Make sure you at least get equal value if they send "something else." These stinkin' silhouettes are so EXPENSIVE. Or tell them you'll take the next silhouette release as compensation. :D
 
So... when you send back the damaged pin... does it get destroyed? I wonder where it ends up... my first thought was a pin board at an event. I have pulled any number of damaged pins off the pin boards at DSSH events... which is very disappointing to say the least.
 
Whatever you do don't send it back until you get the actual replacement...if they send the wrong pin you'd probably want to keep your damaged silhouette instead.
 
Fingers crossed for you! I tried the same but got "No replacements available, but we will refund your purchase." Hopefully you just got the last one. :D
 
I *believe* the ones that get returned go on sale on the studio lot Disney Store. So, only CMs can purchase it. One of my friends went there back in 2015 and they had a lot of older LE dolls that had just come in that week.
 
Good luck. All I know is that when they sent me a damaged Mulan pin set (the one that just came out within the past few months), they said no replacements were available for the LE4000+
 
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