Die Causa M.A.S.K.: Jetzt melden sich The Loyal Subjects! | The Collectors Bay

Das Thema M.A.S.K. bleibt spannend! Denn nun gibt es ein erstes Statement vom Hersteller selbst, nämlich The Loyal Subjects. Wir verraten euch, was genau drinsteht.
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Hier der vollständige Text der E-Mail:

"M.A.S.K. Message from Jonathan

Hello M.A.S.K. Maniacs! Jonathan Cathey here, owner of The Loyal Subjects. Thank you for supporting our relaunch of this iconic brand that hasn't seen the light of day in decades. Rest assured, we poured our hearts and souls into these items to deliver the best experience possible, and deliver it at a good price. We understand the expectations are high, we stand behind the fabulous execution of this program, top tier tooling, top tier manufacturing, these are extraordinarily well produced items. Like every production known to mankind in the toy industry, much of the process is still done by hand, humans along every step of the way which makes toy-making still a very unique profession with each product having a slightly unique fingerprint due to the extraordinary craftsmanship by extraordinary factories, and the production staff along the production table. We spared no expense, and the facilities we use are the best in the world. We hope you greatly enjoy reigniting those great memories as kids, our M.A.S.K. items follow the Hasbro spirit faithfully, and it was our job to recreate that experience so many relished as kids, and hoping it reignites the imagination, the availability to play, and the joy derived from very cool toy items from the past creating countless smiles and warm memories so many years ago. Keep it fun.

I understand there has been some issues on the customer service front, mainly in the lapse in communication. Understood, and we deserve the criticism, 100%. That is on us. We have worked tirelessly to resolve with adding team members, using other capable tools, and doubling down on our IT to catch up with the extraordinary pace of all conversations. We went from a small direct to consumer operation to a fairly robust one overnight (a few orders per week to tens of thousands), and have been running towards solutions to support the direct to consumer business. We have resolved many things, learned many things, been humbled, have grown from this experience, and are strident and determined to deliver a rich customer experience. You have my promise. I've doubled our investment in the Customer Service department with the intent to quickly communicate, and with a mindset to resolve and satisfy.

I also understand that we can't make everything perfect if perfect is an abstract. We've seen complaints for things that traditionally are extraordinarily minor/microscopic variations, are not QC issues (the definition of "QC" is widely misunderstood and miss-defined), and are not materially denigrating the structural integrity of the item. I will absolutely stand by the great toys we have made with high functionality, modularity, fun and fantastic features and some "wow" addons to amp up the fun and excitement. If you have come to enjoy a fun, great, experience for a decent price of admission that's what we are intending. If something is broken upon arrival, we'll replace it but if there is a tiny dent on a box or one of the sticker/decal labels is 1mm too long, these aren't QC issues or defects. A defect is material; i.e. the thing falls apart when you open the box. Remember a lot of those decal labels back in the day were too short! A little exacto expertise will solve that in a jiff! In any event, hoping everyone has a great time with these awesome items. We're tightening up our communication so we can be there when you need us.

Lastly, we are shipping items as they arrive. You might receive multiple shipments because we know how important it is to have these in your hands as soon as possible. We will eat the shipping cost, no issue, the most important is that you receive the items as we do, so you can enjoy what you have so patiently been waiting to receive.

We want to continue to earn your trust and business. We understand there is tremendous competition out there. Many toy makers making fabulous products. We greatly appreciate and honor that you have chosen TLS. It's with great pride and joy that we procure amazing products for your entertainment needs. We will continue to give you 110% each and every day. We are here to provide a daily dose of fun, adventure, and to spark/ignite imaginations. The world is a tough place, at least our hobbies can remain stress free and filled with maximum enjoyment. The perfect escape pod to the drudgery of modern life.

Your Loyal toy maker in chief,
Jonathan Cathey"
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