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 Post subject: Need help re: DC sub/getting Metron/Matty ripping me off?
PostPosted: Tue Jul 10, 2012 5:21 pm 
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Hey everybody,
I need some help determining exactly what MattyDRI is putting me through. I ordered the DC sub with some hesitation in October. Fast forward to April, my credit card expires, I am issued a new card, update my info on Matty.com, sub kicks in and doesn't have my cc info, I realize that I need to call MattyDRI for them to get my info, I get charged for Jay around 5/24. Fast forward one month to the Atrocitus sale date/Metron release. Matty sends me several emails stating that I need to update my credit card info in order for my sub to renew. I email them back several times informing them that I have already done this. I eventually call them and they confirm that my info is indeed up to date. I get an email that says the same. Four days later, I receive an email that says my sub has been cancelled.

Since then, there has been back and forth emails. I have contended that I paid for Metron with the subscription purchase in October, with Matty/DRI saying that the figure purchased in October was the 'initial figure', or the Flash, when I actually purchased the Flash last month. So, my question is: who is right here? I could be mistaken, but when I purchased the sub, my card was charged $45 dollars : $15 for the initial figure and $30 for the sub/Metron figure. The $15 was eventually waived after the sub went through, leaving the $30 charge on my card. Matty/DRI is saying that I paid for the Jay figure and a $30 'subscription fee'. Was that not for the Metron figure?

I have since refused to give them my credit card information again since they have no idea what they are doing over there. I would just like to get my Metron figure and cancel my sub.

Here are some quotes from key Matty/DRI emails:

The first, re-assuring email:

Quote:
"Dear Zach,

Thank you for contacting the MattyCollector.com online store.

We apologize the earlier contacts. We have reviewed your sent emails
and
the notes on the phone call you made about the change of credit card
information. We show that the one entered was:

Visa ************


We have changed that to the valid credit card information which is:

Visa ************


(Address Redacted)


We have made the necessary changes as per your request. We deeply
apologize for the inconvenience you experienced. We hope that your
confidence in us will be restored. Please be informed that the change
will no longer be altered without any consent from you. This will be
automatically charged every renewal of the Club Infinite Earths 2012
Subscription until it expires on December 2012.

Sincerely,
John Mark L.
MattyCollector.com online store
Customer Service




Another:

Quote:
We have verified that order ************ is for your 2012 DC Universe
Club Infinite Earths Subscription May release placed on 10/3/11 5:35:44
PM CDT. Golden Age The Flash figure was shipped for this order. Package
was shipped on 5/18/12 in the address entered the order which is:

Thank you for contacting the MattyCollector.com online store.

We apologize for the inconvenience this has caused you.


Then, there was this:

Quote:
We have verified that order ************ is for your 2012 DC Universe
Club Infinite Earths Subscription May release placed on 10/3/11 5:35:44
PM CDT. Golden Age The Flash figure was shipped for this order. Package
was shipped on 5/18/12 in the address entered the order which is



If you would like to receive the Metron (with Mobius Chair) which was
the June figure, your figure must be reinstated first.

If you like your subscription reinstated, please provide the following:



And today, this:

Quote:
Thank you for contacting the MattyCollector.com online store.

Thank you for writing regarding shipment of your purchase. Your order
12152495042 : Club Infinite Earths 2012 Subscription - Initial Figure(
The Flash) for 15 USD was shipped on 5/18/12 12:00:00 AM CDT via USPS
Priority Mail.

Your tracking number is:
To track your shipment, please go to:



The 30 USD amount you paid on 10/4/11 12:58:10 PM CDT is for the Club
Membership Fee.

The Atrocitus figure that is bundled with the Metron (with Mobius Chair)
are the June subscription figures for the Club Infinite Earths 2012
Subscription.


I responded to the last one today asking if Metron with Mobius Chair is the club figure, which is what I was led to believe, and not the June figure. I paid $24 and some change for the Jay Garrick figure in May. I just want to know if I am mistaken, and any advice would be helpful.

Thank you!

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 Post subject: Re: Need help re: DC sub/getting Metron/Matty ripping me of
PostPosted: Tue Jul 10, 2012 5:36 pm 
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Joined: Sun Nov 04, 2007 6:30 pm
Posts: 3695
Location: Western New York
They are definitely screwing you over. As you initially wrote, the $30 was the club fee which included the Metron figure w/ Chair at no additional charge. You will be charged for every other figure in the sub, that began with The Flash, $15 for every regular sized figure and more for the oversized figures ($45 for this month's Rocket Red).

I have no advice really except to continue to hound them and demand either a Metron or your money back for the subscription. Call every 10 minutes if you have to, but keep after them until the matter is resolved, even if someone says things are set; call every day, TWICE a day, to get updates. Sad, but maybe someone else can offer something that will actually be helpful.


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 Post subject: Re: Need help re: DC sub/getting Metron/Matty ripping me of
PostPosted: Tue Jul 10, 2012 6:56 pm 
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That's what I was afraid of. Unfortunately, I don't really have that much time in the day to call them. I may do it on Saturday. Also, it's really hard for me not to get worked up at this point. I only just started using italics and bold letters in my emails. I'm afraid of how my frustration may come through on the phone. I don't even know what to say to them. I don't want to give them my credit card info again, for fear of being charged for a lot all at once: the June figure, the July figure, the Quarterly figure. I just want to get the Metron that I paid for, and get out.

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 Post subject: Re: Need help re: DC sub/getting Metron/Matty ripping me of
PostPosted: Tue Jul 10, 2012 7:29 pm 
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Have you asked to speak to a supervisor or have your claim escalated? I'd keep asking for it to be escalated until you either get someone that knows what they're talking about or the Brand Manager.


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 Post subject: Re: Need help re: DC sub/getting Metron/Matty ripping me of
PostPosted: Tue Jul 10, 2012 7:29 pm 
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Joined: Thu Jul 01, 2010 10:57 am
Posts: 262
Zaxilla2, unfortunately the best you can do at this point is to just get your $30 back (which Matty will probably argue was the "subscription fee" not the cost of Metron himself). Apparently Digital River no longer has any more Metrons in stock and are only offering refunds to current subscribers who returned their Metron hoping to get a replacement.

I wish you luck and hope that you can at least get your $30 subscription fee back since it sounds like Metron is no longer a possibility.


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 Post subject: Re: Need help re: DC sub/getting Metron/Matty ripping me of
PostPosted: Tue Jul 10, 2012 8:54 pm 
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Brand Manager
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Posts: 2056
Location: J Street
They should still have replacement figures in stock. So I recommend you call, rather than continue emailing. And you should also call your credit card company. They are very understanding and will help you contest any charges you don't like/want (the credit card company, not Matty.)

_________________
Essential JLU:...1. Jax-Ur...2. Robin (Grayson)...3. Trickster...4. Power Girl...5. Spectre
...6. Chronos...7. Killer Croc w/BabyDoll...8. Felix Faust...9. Poison Ivy...10. Deathstroke
Bonus:...Starfire, Steppenwolf w/Desaad, the Joker's Jokerz


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 Post subject: Re: Need help re: DC sub/getting Metron/Matty ripping me of
PostPosted: Wed Jul 11, 2012 1:53 am 
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Collector Inspector
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Posts: 1372
Zach, call this number 952 253 1234. Ask for Escalation Support. This is DRI corporate office.See if you can get in touch with Brady O. he was very helpful.


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 Post subject: Re: Need help re: DC sub/getting Metron/Matty ripping me of
PostPosted: Wed Jul 11, 2012 4:21 am 
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Loose, Missing Package
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Location: Cox's Creek, KY
zax, if none of the above work, if any of your local news programs has any sort of "trouble shooter" feature I would contact them about the problem (always use as a last resort), but those tend to work after all else fails because the parties involved don't like the bad publicity that sort of news piece gets.


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 Post subject: Re: Need help re: DC sub/getting Metron/Matty ripping me of
PostPosted: Wed Jul 11, 2012 6:17 am 
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I yell this all the time but no one listens CALL YOUR ATTORNEY GENERAL ! Trust me that will get you results.....

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 Post subject: Re: Need help re: DC sub/getting Metron/Matty ripping me of
PostPosted: Wed Jul 11, 2012 12:16 pm 
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Posts: 2454
I wish Mattel would cancel my subscription....lol.

Sorry you are having problems...but I'd listen to the guy who replied right before mine.

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 Post subject: Re: Need help re: DC sub/getting Metron/Matty ripping me of
PostPosted: Wed Jul 11, 2012 1:39 pm 
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Collector Inspector
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Posts: 1372
So I got this notice today from Mattel Digital River.

Hi Eric,

It's time for your MattyCollector.com subscription to automatically renew, but we weren't able to complete the renewal due to a payment card authorization failure.

Please call our Customer Service team as soon as possible at 877-GO-MATTY and we'll help get things back on track so you don't miss a single shipment!
Your Subscription Details

Original Order Number: 14318550523
Order Date: June 13, 2012

Product Name Subscription Date Expiration Date * Amount
Golden Age The Flash 06/13/2012 07/15/2012 $15.00
Club Infinite Earths 2012 Subscription- 06/13/2012 07/15/2012 $15.00
6" Atrocitus Figure 06/13/2012 07/15/2012 $15.00
Club Infinite Earths® - Metron Figure 06/13/2012 07/15/2012 $15.00
Product Name Qty Ordered Amount Discount
Golden Age The Flash 1 $15.00
Club Infinite Earths 2012 Subscription - 6" Atrocitus Figure 1 $15.00
Club Infinite Earths® - Metron Figure 1 $0.00

Total: $45.19

Thanks!


Customer Service


So my subscription is now canceled because they charged my account and failed even though there is and was money in the account. But look at the figures they were trying to say they were charging me for.


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 Post subject: Re: Need help re: DC sub/getting Metron/Matty ripping me of
PostPosted: Wed Jul 11, 2012 2:25 pm 
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Joined: Mon May 24, 2010 12:32 pm
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Location: philly,pa.
This is totally unacceptable for this kind of customer service to go on.I would be be infuriated at this point and would not stop until I've exhausted all of my options.I would write a letter to the CEO him/herself and include all of the emails.Show him how Mattel is being represented on the site.Be respectful and direct and explain the issues.
It's a shame we don't have a choice when it comes to this product being handled.Because I would seriously reconsider dealing with Mattel in any future purchases at this point.
Good Luck.

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 Post subject: Re: Need help re: DC sub/getting Metron/Matty ripping me of
PostPosted: Wed Jul 11, 2012 4:15 pm 
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An Insider
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Joined: Sun Nov 04, 2007 6:30 pm
Posts: 1051
Thanks for the tips, everyone. This is what I was afraid of. I'm going to give them a call this weekend, when I have some time. I let you guys know how it goes. Hopefully, I can at least get my thirty bucks back. Sucks, too, because aside from the few Batman related figures, Metron was what got me to finally decide to subscribe in the first place. I'm a huge fan of Kirby's New Gods.

This has also shattered what little confidence I had in Mattel as a manufacturer of DC products. I've begun to question the time and dollars I've sunk into this line and company, and may start to get rid of my collection. :| I'm also a huge JLU fan, and currently cannot decide of I want to complete that collection with the forthcoming three packs. I really like JLU, though, so it's not looking good for me. :oops:

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 Post subject: Re: Need help re: DC sub/getting Metron/Matty ripping me of
PostPosted: Wed Jul 11, 2012 6:25 pm 
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An Insider
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Joined: Sun Nov 04, 2007 6:30 pm
Posts: 1051
I got this one today, but there is no mention of Metron:

Quote:
Thank you for contacting the MattyCollector.com online store.

The $30 charge on 10/4/11 12:58:10 PM CDT is for the Club membership
sign-up fee. It is clearly stated on the confirmation email that was
sent to you when the order was placed.

The $24.64 charge on 5/20/12 7:29:03 PM CDT is for the Club Infinite
Earths 2012 Subscription - Initial Figure (The Flash). This was charged
on your account in May because Mattycollector is only charging accounts
once the figure is shipped.

_________________
Mattel 6": Crossbow Batman, Duel Blade Batman, Shield Strike Batman


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 Post subject: Re: Need help re: DC sub/getting Metron/Matty ripping me of
PostPosted: Thu Jul 12, 2012 3:12 am 
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Loose, Missing Package
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Posts: 10580
Location: Cox's Creek, KY
I got a "subscription issue" e-mail, too. Everytime I get one it always lists the previous month's items (or sometimes even further back), don't know what the issue is with their system that it can't list the proper product and shipping/tax amounts.


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