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  • Matty breaks their silence

    Well Skeletor's Love Child finally sent an update and it's straight out the Toyguru playbook. http://forums.mattycollector.com/eve...5/m/3941030888

    This is going to be a long one so before you settle in make sure you have your beverage of choice and some snacks handy.

    King Hssss
    As of right now he will not be available until January 2016. For the reasons why please see below.

    His face can’t be seen and he’s licking the side of the blister
    [ATTACH=CONFIG]n43617[/ATTACH]


    This awful China stamp right in the middle of his chest




    There’s no articulation in the major snake head and it was glued on crooked.
    The team wants nothing more than to get this figure right so we went back to our manufacturing team and gave specific instruction for the issues listed above to be fixed.

    Lord Masque
    You pointed out that his colors were incorrect and we made a note of it. Our counterparts in Asia, however, did not. Upon receiving the production models we knew immediately this wouldn’t be acceptable so we scrapped every unit and started over. That being said, expect him to arrive a little late. He’s the January Collector’s Choice figure and while he will still arrive then don’t look for him until the end of the month.


    Snake Mountain
    Yes, it was displayed during the MOTU Film Festival at the Egyptian Theater. No, it was not touched or scaled down. We literally unpacked it from its SDCC box and put it in the same case that was used in San Diego. No switcheroo. No sizing witchcraft. No changes. We sent all the accessories that were originally displayed with Snake Mountain at SDCC to the Egyptian; if it appeared there were items missing that were previously on display this could be because a different team was in charge of assembly and may have forgotten/didn’t know to include them. As for the final size of SM, the only real change will be that it won’t be as tall; no other pieces have been resized and we are still working out costing to determine the final cost.


    On another note…
    I have read most of the threads on multiple MOTU centric boards and there’s an underlying theme criticizing this team’s lack of transparency. Let me be the first to say we have no problem sharing certain information regarding figures and the process to create them, but to think this entitles you to know every decision that is made the minute it is discussed…it’s not realistic. Most of you go to work every day with no clue of what’s going on in the higher echelons of your management; working at Mattel is no different. Over the course of one year I have had nine different managers, each with their own thoughts on how or IF this brand should continue. NINE. If we were to be honest most of us haven’t had that many bosses in the entirety of our careers. As if that weren’t already a challenge we also contend with a limited amount of resources since Matty Collector is niche and the priority lies with core brands like Hot Wheels or Barbie (example: core brands receive anywhere from five to ten designers, Matty Collector currently has one who btw works on four other brands).


    Yes, we know you love and are passionate about MOTU. Yes, we know you are paying your hard earned money for these figures so you are entitled to have an opinion. However what you don’t seem to realize is that your angry, profanity laced posts do not display you in the best light of the eyes of Mattel management, and it’s extremely difficult for my team to fight for the brand when screenshots of some of your “opinions” have been brought into meetings. I’m not here to wag fingers or spank anyone’s hands behind the comments that have been posted over the past few months, but I do want to remind you of a few things:

    1. We are on top of things to the best of our ability even when you think we’re not;
    2. Everyone on the team is human and when you’re human there’s always a chance that mistakes will be made. None of us can control every aspect of things such as quality control, and since no one on the team is moving to Asia to supervise the painting and assembly of every single figure (and let’s be honest, neither are you lol) there will always be the possibility of a product not meeting expectation. There is no god on my team who knows all, sees all and can be everywhere handling everything simultaneously. It’s cool to be angry, everyone is entitled to their emotions and far be it from me to tell anyone how to feel. But some of the acts of disrespect we’ve seen on the boards because a figure didn’t turn out exactly how or when you thought it should? Not cool at all. Please show us the same patience and respect you would like to receive.

    Let me be very clear: the team loves what we do and we love the brands we work on. We are doing the best we can with what we have to get you the best product possible, have a little faith in us.

    Skeletor’s Love Child”
    Attached Files

  • #2
    What an interesting reply to say the least, all I can say she's feisty, but also understandable! Not that I agree with everything she said here... With how much they charge for their products, Mattel should manage this brand with a lot more care and respect!

    Comment


    • #3
      blaming customers is what Mattel does best!

      Comment


      • #4
        I can definitely feel the snarkiness

        Comment


        • #5
          The decision to scrap production runs rather than put out disappointing products feels like a dramatic shift to me. And there has been a lot of hostility floating around.

          Comment


          • #6
            I appreciate the attempt to tighten up QC. But chastising customers is unprofessional.
            Heroic human battering ram, catapult, and space warp device.

            https://battleram.wordpress.com/

            Comment


            • #7
              can someone post what she wrote, i was banned years ago by catra's bath
              http://thepowersword.blogspot.com

              Comment


              • #8
                Originally posted by Battle Ram Man View Post
                I appreciate the attempt to tighten up QC. But chastising customers is unprofessional.
                I don't get the impression that they were chastising customers. I think they were just trying to explain things from their point of view. The old manager left on very short notice to take a job at Jakks, and I think the new team has been trying their best with this line. I've been very happy by what I've seen coming in 2017. The Filmation line looks awesome, as does the Collectors line.

                I am happy to see that they are pulling King Hsss. For MOC collectors, that figure would not look good in a collection. The CHINA mark on the front also looks bad. So I'm happy to see they are pulling it.
                "We must always value life. Even the life of one who opposes us." ― He-Man

                Comment


                • #9
                  found it:

                  On another note...
                  I have read most of the threads on multiple MOTU centric boards and there’s an underlying theme criticizing this team’s lack of transparency. Let me be the first to say we have no problem sharing certain information regarding figures and the process to create them, but to think this entitles you to know every decision that is made the minute it is discussed…it’s not realistic. Most of you go to work every day with no clue of what’s going on in the higher echelons of your management; working at Mattel is no different. Over the course of one year I have had nine different managers, each with their own thoughts on how or IF this brand should continue. NINE. If we were to be honest most of us haven’t had that many bosses in the entirety of our careers. As if that weren’t already a challenge we also contend with a limited amount of resources since Matty Collector is niche and the priority lies with core brands like Hot Wheels or Barbie (example: core brands receive anywhere from five to ten designers, Matty Collector currently has one who btw works on four other brands).

                  Yes, we know you love and are passionate about MOTU. Yes, we know you are paying your hard earned money for these figures so you are entitled to have an opinion. However what you don’t seem to realize is that your angry, profanity laced posts do not display you in the best light of the eyes of Mattel management, and it’s extremely difficult for my team to fight for the brand when screenshots of some of your “opinions” have been brought into meetings. I’m not here to wag fingers or spank anyone’s hands behind the comments that have been posted over the past few months, but I do want to remind you of a few things:

                  1. We are on top of things to the best of our ability even when you think we’re not;
                  2. Everyone on the team is human and when you’re human there’s always a chance that mistakes will be made. None of us can control every aspect of things such as quality control, and since no one on the team is moving to Asia to supervise the painting and assembly of every single figure (and let’s be honest, neither are you lol) there will always be the possibility of a product not meeting expectation. There is no god on my team who knows all, sees all and can be everywhere handling everything simultaneously. It’s cool to be angry, everyone is entitled to their emotions and far be it from me to tell anyone how to feel. But some of the acts of disrespect we’ve seen on the boards because a figure didn’t turn out exactly how or when you thought it should? Not cool at all. Please show us the same patience and respect you would like to receive.

                  Let me be very clear: the team loves what we do and we love the brands we work on. We are doing the best we can with what we have to get you the best product possible, have a little faith in us.

                  Skeletor’s Love Child"
                  last time i checked, none of the websites allow profanity. & if the lines is doing well financially, there is no need to "fight" for anything. all that matters is profit. nobody expects to know everything, but they can't pretend in the age of twitter to think that they can not respond when people are cancelling subscriptions & going to the BBB. larger corporations than mattel respond within hours when some moron tweets at them so they need to find a middle ground. between silence & being on the boards every week.
                  http://thepowersword.blogspot.com

                  Comment


                  • Mechanizor
                    Mechanizor commented
                    Editing a comment
                    I agree, however, Mattel is an old dinosaur when it comes to how it runs its business, not to mention how unorganized they are, and I believe the IT technology and social media interactions are the least of their concerns!
                    Last edited by Mechanizor; 10-22-2015, 09:40 PM.

                  • PhantomZodak
                    PhantomZodak commented
                    Editing a comment
                    this is all their fault. had they not started out by throwing scott under the bus & yelling transparency this backlash would not have happened. i don't expect mattel corporate to respond to us, but if scott could reply, so could they. especially when they are losing money due to their silence. that's just bad business.

                • #10
                  I can understand them being upset by a few comments that I've seen posted. Sometimes we let our passions get the better of us at Mattycollector's forum, HMW, He-Man.Org, Facebook, and a few other sites too. But the vast majority of us do appreciate the work they do. I would rather have this new team in charge of the line than Scott Neitlich, who really was rude to fans. Some of that anger of being talked down to by Scott online has transferred to the new team, and I don't think that is deserved. They have been much more respectful to the fans.
                  Last edited by RoboSteveo; 10-22-2015, 09:36 PM.
                  “The internet treats censorship as a malfunction and routes around it." ― John Perry Barlow

                  Comment


                  • #11
                    They've followed up with one of the most extensive Q&A sessions I've seen in a long time:

                    1. Long periods of silence have been occurring when issues come up, like with Teela/Point Dread and King Hssss torso. Yet transparency was a key word used by the new team at SDCC. Why the lack of communication on these issues?

                    The silence is due to us being extremely busy trying to work on product for 2016 and any remaining 2105 issues that need resolving. We are fully aware of everything that is going on and being commented on. But we are just a very small team. Sometimes it is hard to be able to respond.

                    2. Why did MattyCollector remove comments/questions about the Point Dread set from the Matty forums and place them into a moderation queue? It gave some fans a negative impression.

                    It happened because the comments turned hostile, disrespectful and contained unsavory language. We did not make the decision to move the comments, the forum moderators did.

                    3. Why the continued use of stickers instead of sculpted/painted details? This started with the Grayskull dungeon grate.

                    This is something that has been done in the classic product and will most likely continue when it can be used effectively. Most of the time it is due to the fact that cost reductions were required in order for the product to actually make it through to production, and instead of having no detail at all, a label allows for full color decorations as apposed to none. Paint ops are very expensive in production so we have to be very mindful as to where they go, and which ones are the most necessary.

                    4. There have been some complaints about the amount of detail in the figures being inconsistent, with some having much more than others, thus making some figures "stick out" in the collection. Why is the design detail and paint detail not consistent figure-to-figure?

                    This is something we are aware of and trying to make sure it stays consistent, but ultimately every character is unique, and with it comes a unique production cost. We wish every figure could be full of amazing deco, and oversprays and washes, and every little detail painted, but in the real world of toy production that isn’t always possible. We could raise the cost of the figures, but we feel that would be a bigger problem.

                    5. There is an overall concern for the quality of product going forward due to recent problems. Others fear that great looking prototypes will come out far different in production, like the Point Dread Teela figure. What can you say about these concerns?

                    We ask just to stick with us. We understand that there are certain issues with some figures, but it's not every product and every figure. That Teela figure was meant to be an added bonus to the Point Dread set, it was not meant to be a stand alone Filmation-accurate Teela. That set including the Point Dread Cave/Mountain, Perch and Talon Fighter had a lot of issues that had to be resolved and focused on and some things like Teela’s face went under the radar, and for that we apologize. But because of that we are more highly aware of the issues that are coming up and are taking steps to try and make sure that doesn’t happen moving forward.

                    6. Fans still do not know the price of the Talon Fighter and Point Dread playset and we're only a few months from its release. This can make it hard for folks who need to budget ahead of time, especially on a likely big ticket item. What is the price?

                    We believe this information was already shared but in case it wasn’t the price is $125

                    7. Point Dread shrunk significantly from the first glimpses we got in a video by Brandon. Why were we teased something that was shrunk, and why did it shrink in size?

                    First off, what was “sneaked” to you guys was only meant to be a little glimpse at the things we were working on, and not exactly what was coming out. Secondly, many times things have to change from the initial sculpt/prototype that we get, either due to tooling limitations or safety issues. In this case it was both. We had to take out some size from the main base section in order to bring down our tooling cost (which is extremely high on large items that have lower run quantities), instead of taking it out of the main attraction which was the Talon Fighter. We felt this was an acceptable sacrifice.

                    8. The added plastic/"stone" piece inside the upper portion of Point Dread to support the Talon Fighter takes up a lot of room. Why was this added and can it be removed once a customer receives the playset?

                    That stone section was something that had to be added to help keep structural integrity and support the weight of the Talon Fighter when it is placed on top. That section (which we tried our hardest not to add) was something that had to be added for safety concerns. Trust us when we tell you it looks 100 times better than what was first proposed. Yes it could be removed if the customer wishes to, but it is not something that is approved or recommended by Mattel.

                    9. The floor sculpting on Point Dread seems different, and of lesser quality than the floors of Castle Grayskull. Why is the floor sculpt not consistent with Castle Grayskull, since this is made to attach to the castle playset?

                    Point Dread is an entirely separate set, and only the top half is meant to attach to the castle (which it does) just like the original toy. The bottom section is so that you can have a cool perch/display for the Talon Fighter even if you do not have a Castle Grayskull or if wish to display it separately.

                    10. The Point Dread computer appears to be out-of-place, and not styled to match the vintage cardboard design. Others feel it looked better in silver than black. Why the changes?

                    That is what was turned over by the Horseman and we have no problem with the design. It was meant to be more of a modular part that could work outside of the set, or any where you put it. We chose to change it to black to match the original cardboard design better.

                    11. Some think the Talon Fighter is smaller than the prototype. Is this the case? And if so, why?

                    The Talon Fighter is exactly the same size as the prototype. See our previous response to Question 7 for what was changed in Point Dread.

                    12. Paint ops shown on the Talon Fighter appear to be of lesser quality than prototype. For example, the red seems just plopped onto the vehicle with no gradation between the red and the yellow. Also, some reports say the back is solid red and the guns have no paint ops. If this is accurate, what happened with the paint?

                    That is not accurate. Please wait and review the actual photos/product before making judgments based on reports that may be based on inaccurate information.

                    13. There are still no official, detailed pics of Talon Fighter and Point Dread from Mattel. Will you post any soon?

                    Official pictures are shown when the product pages are released. Those should be shown very soon.

                    14. Will two figures fit easily inside the Talon Fighter?

                    Yes, maybe even three.

                    15. Fans at Grayskull Con reported the Talon Fighter may have trouble balancing on the Point Dread perch. Is there any information about the proper way to display it?

                    It will securely rest on the perch, there is even a nice attachment system on the perch which helps it stay locked on. We don’t suggest any hard bumps when it is attached to Castle Grayskull, just because it is so top heavy.

                    16. There does not appear to be a hole in the bottom of the Talon Fighter for a flight stand like Wind Raider and Jetsled. Why is this?

                    We focused on making it work with the perch stand and it was just something that we missed, and it was too late to add when we caught it.

                    17. The flat feet on the Talon Fighter differ significantly from the grasping position of the original. Some feel they don't match the aesthetic of the rest of the vehicle. Why were they designed this way?

                    We don’t think it was for any reason other than stability. It was a design choice the Horseman went with, and we think it works and looks great.

                    18. Teela's face sculpt appears to have almost no chin, her lower lip is too big, her face too round, and her nose mis-shapen. This is much different than early picture of prototype. Basic assumption is something very bad may have happened with the mold making process. What can you tell us about why she looks this way?

                    Human error. Sometimes things happen and we try to catch them all, but ultimately we can’t focus 100% on everything. We know the feelings towards that face sculpt, and will take that into consideration moving forward. Again that figure was meant to be a bonus add-in. You will get a proper Filmation great looking Teela soon.

                    21. In both an SDCC video and in writing on the "Ask Matty" forum of Mattycollector, Toyguru stated that the torso for the 200X King Hssss in the 2015 two-pack with Snake Armor He-Man would be included with another figure in the 2015 Club Eternia subscription. When asked about the torso at SDCC, the Mattel representatives seemed to have no idea what was happening with that. The subsequent announcement that it would be included as an out-of-sub figure enraged subscribers. They now have to pay extra for something they were assured by the brand manager would be included in their subscription at no extra charge. Some complaints were filed through the Better Business Bureau as a result. Many fans feel this issue has still not been resolved to their satisfaction. What can be done to address this?

                    We are still working on the figure. This is addressed in the previous update from today.

                    22. Several figures, such as Queen Angella and Mara, had paint op problems, particularly with their eyes being misaligned, or "derpy" in the words of numerous fans. Also, the lack of paint ops on accessories, attributed to cost concerns by Mattel, has become more prevalent. And, paint opps such as shading/washes have decreased considerably on most of the figures compared to previous offerings. What has changed with the paint ops, especially with the female eyes, on the figures and why?

                    We are aware that the eyes have been a problem and it has been a problem on our side as well. We are trying to set quality standards with our factories as to what is acceptable and what is not, especially with the female eyes. We are working to make sure it is improved. If you are looking for a specific answer we have none. These figures are all painted by hand, so there is always room for human error. It's not possible to go over there and watch every single person on the factory floor.

                    23. Was anything missing from the Snake Mountain setup at the recent He-Man & She-Ra Day event in Hollywood? The interior seemed too spacious and empty in comparison to Castle Grayskull.

                    Yes most of the interior had not been included in that model which is the same model from SDCC. That is why it was only displayed from the front at SDCC.

                    24. On Snake Mountain, the pictures reveal that Skeletor's Scrying Table was not assembled correctly. Would you assemble it and take photos for fans to see?

                    When we have all the sculpts and details finalized you will get proper photos of what is included.

                    25. Will the net be added to and included with Snake Mountain, so the trap door empties into it? It was shown on the original blueprint.

                    Yes.

                    26. Fans were hoping the monster pits on the floor of Snake Mountain's interior would be sculpted items. Will they be sculpted, or will they be stickers? A sculpted pit was shown on the original blueprint.

                    That is currently still in development. A lot of things are still being figured out so we can not say yes or no. We don’t want to have another King Hssss issue on our hands!

                    Comment


                    • #12
                      Truthfully I can't disagree with her. The old saying of fly with honey comes to mind. I work in retail and if I get a guy coming in to complain scream shouting and swearing you can bet I won't give a rats ass about his complaint and jerk him about. Where as if they are calm and speak to me respectfully I will go out of my way and help them

                      Now before anyone jumps you should know by now I'm well on the anti guru team and have been called everything from a stinking cherry picker to a shit head who needs to die in a fire(actual quote). im not saying be a doormat and such but sometimes even with how passionate I am I look at responses and think bloody hell tone it down

                      Comment


                      • #13
                        Fair responses for the most part. Better than expected with many of their responses in the Q&A. A good start at the very least - and some proof that they are actively aware and taking responsibility for some of the problems... a few of which don't seem to really be because of them in the first place, just inherited.

                        Comment


                        • #14
                          I have no problem with any of the answers given and yes I'll commend them for taking time to even bother to give any. My issue with this situation is simply they stated it would be a new era of transparency, not us. They were even more then willing to be up front and active, when things were going great and we agreed with all they showed us. The moment things went bad, they went silent, leaving fans to come up with their own answers instead of doing damage control. Hell they still haven't addressed the gorilla in the room that is the laser light figs and international shipping.

                          Comment


                          • rothsauce
                            rothsauce commented
                            Editing a comment
                            Seems like they actually want to be able to give reasons/answers instead of just responding for the sake of acknowledgement. They could have also been worried about HOW to respond - TG left everyone with a pretty bitter taste in their mouth, maybe they didn't want to add to it and felt any response might be half-hearted or premature? Who knows. Not their best moment, but hopefully they'll figure it out and be more prompt with things in the future.

                        • #15
                          Nice Q&A's for the most part.

                          First time i've heard $125 for the talon fighter set.

                          What about the LL set?
                          Still in sub, shipping overseas, & mini comics included?
                          “Collective fear stimulates herd instinct, and tends to produce ferocity toward those who are not regarded as members of the herd.” ~Bertrand Russell

                          Comment


                          • Captain Atkin
                            Captain Atkin commented
                            Editing a comment
                            I know that the LL figures do come with mini-comics.

                        • #16
                          Well, she's being long-winded and eyeroll-inducing about it, but its back to the same "you're lucky to get anything/if you don't like it we'll cancel the line" shtick. And frankly, in light of my experiences working for a major, international business entity, if she's really had nine managers in less that a year, I have no confidence that the line has any substantial future whether we blindly support it or not.
                          Not every beast is tender, especially if there is genius in his making.

                          Comment


                          • #17
                            lots of excuses in these answers & i'm surprised that the anti-guru sentiment is blinding people to the new team's failures.
                            these guys are young & arrogant:

                            "being extremely busy trying to work on product "
                            again, in the age of twitter, not responding to unhappy customers results in loss of sales & it did.

                            "we can’t focus 100% on everything."
                            if one of my subordinates said that to me, i would tell them "that is unacceptable." i'd pull them off projects & their career would start to suffer & it would be mentioned in their annual review. i've fired people for having over a 10% error ratio.

                            "We believe this information was already shared but in case it wasn’t the price is $125"
                            [citation needed] they just assume we will continue giving them money.

                            see how they avoided more hiss torso outrage? "look at this pic, sucks right? we're gonna fix it so it will be delayed"
                            that's how you deal with customers who can cancel their credit cards & get refunds from the BBB. money talks & the customers let them know they need to clean up their act.

                            if they had done that with many of these things at the outset (transparency), they would not have lost money & they wouldn't have 9 managers.
                            http://thepowersword.blogspot.com

                            Comment


                            • #18
                              Originally posted by PhantomZodak View Post
                              lots of excuses in these answers & i'm surprised that the anti-guru sentiment is blinding people to the new team's failures.
                              these guys are young & arrogant:

                              "being extremely busy trying to work on product"
                              again, in the age of twitter, not responding to unhappy customers results in loss of sales & it did.

                              "we can’t focus 100% on everything."
                              if one of my subordinates said that to me, i would tell them "that is unacceptable." i'd pull them off projects & their career would start to suffer & it would be mentioned in their annual review. i've fired people for having over a 10% error ratio.

                              "We believe this information was already shared but in case it wasn’t the price is $125"
                              [citation needed] they just assume we will continue giving them money.

                              see how they avoided more hiss torso outrage? "look at this pic, sucks right? we're gonna fix it so it will be delayed"
                              that's how you deal with customers who can cancel their credit cards & get refunds from the BBB. money talks & the customers let them know they need to clean up their act.

                              if they had done that with many of these things at the outset (transparency), they would not have lost money & they wouldn't have 9 managers.
                              So since you are a successful business owner that employs hundreds of people, how are you going to manage the product after all of the issues and how will you handle the lunatic fanatics that want their say in how you run your business. I really want to hear the solutions to the problems that motuc has now. Not the " well they shoulda, coulda" but the actual here on out approach and fix.

                              Comment


                              • rothsauce
                                rothsauce commented
                                Editing a comment
                                I don't see how Twitter needs to be this omnipotent outlet that must be tended to at all costs. Customers can complain all they like, that doesn't mean they require an immediate answer if there is not a specific one to give - or if it is multiple issues spanning a wide range of products, perhaps it's more pertinent for them to FIX THOSE and have proof rather than a generic 'we're working on it' that everyone would take as an excuse. In the age of Twitter, people still need to know what it is to be patient. So they lost sales - big deal. Chances are those customers would have found another reason to not buy something, at some point.

                                Sabotaging a career for a response you don't like is taking things a bit far. But hey, different business solutions for different folks.

                                You're assuming they had everything they needed TO do those things at the outset. I'd want to WHY they had 9 managers, were they trying to fill the gap as quick as possible and rotating people who were coming on/off projects, or were they going through candidates until the right one finally 'clicked'. Having had that situation before, half of it recently - could see it happening.

                              • PhantomZodak
                                PhantomZodak commented
                                Editing a comment
                                ok you guys need bullet points:

                                1) i already told you how i would handle it, the way they did with the new hiss package. tell us there is a delay & why, when they decide, not months later when customers cancel their orders. but keep asking snarky questions

                                2) i use twitter as an example that silence is no longer an acceptable business practice. these things are reported as news these days. (btw i don't actually use twitter)

                                3) i am a manager in a corporation. there is no way a subordinate would say something like that without jeopardizing their own career. i would never say that to my vp, i would not get a bonus if i ever said something so stupid

                                4) i don't care about their 9 managers, that's a whiny excuse. do your work, maximize profits. they lost money because of their silence on the hiss torso. they could easily shoot an email to a toy website when they email their own "9 managers" when something is changed. it doesn't take hours. i read & send hundreds of emails. that's why you get paid.

                              • rothsauce
                                rothsauce commented
                                Editing a comment
                                Bullet points aren't needed. Interpret whatever you want as snark? It's not the intention but text sucks like that.

                                They did decide to do all of those things (tell us there is a delay & why, when they decide) - they just did them in a not-so-great time frame for most of them. It's not like they're blaming people for pulling their orders, they must already know they f'd-up.

                                It doesn't matter if it's Twitter or not, it applies to all formats of online media. Silence may not be 'acceptable', but neither is expecting every company to conform to your standards of when a response is needed, or how quickly. Hence patience. Just because one jackass was more than happy to give lame excuses on a 'timely' basis without much proof half the time, doesn't mean the new team should just to 'break the silence'. They'll figure it out... hopefully soon, with a touch more class.

                                I would happily say something like that, IF there was something that was an issue that as a team needed to be discussed/addressed. Not to be a snarky little jerk for no reason. If everyone is communicating, as they should be, major issues shouldn't be cropping up without the chance of them being fixed. If they do, something is wrong and it needs to be addressed. The wording, however, would not be so passive-aggressive... but the basic statement would probably be similar.
                                No doubt the comment would be treading in dangerous waters - but if they have valid points? Eh. Love/hate situation.

                                Never said it should be an excuse, just an observation. Like if it were said managers job to take responsibility for those emails, then those managers are worthless. If it was the responsibility of the team as a whole and they didn't know who was (or was supposed to be) doing what - yeah, they need to be held accountable. They're a team, dependability is essential n'such.
                                Again, only saying this since this was, and is, currently happening in my own working life. Good god it sucks. It's not an excuse, but it happens. Obviously they dropped the ball on a lot of stuff. I'd just prefer to know where and by whom, instead of blindly shooting the messenger(s).

                                At the end of the day, they offered up more info than past people would have even bothered with. That's worth something. Now they just need to get better at timing and delivery. Etiquette wouldn't hurt either.

                                Edit: Fixed a few typos, and apologizing for the long-windedness. It's a specialty!
                                Last edited by rothsauce; 10-25-2015, 06:38 AM.

                            • #19
                              It is good to see that they are going to hold back on releasing King Hssss. I would rather wait a few months and get a good looking figure, then get something that looks botched. Also happy to hear that they re fixing the colours on Lord Masque. The talon Fighter price is reasonable. Yeah, Teela's head looks bad... but the pilot head looks great. I will probably end up using the pilot Teela head on the Fighting Foe female pilot, as I prefer that look for Teela anyway.

                              All in all, I'm fine with what she had to say. My feelings were not hurt by any of this.
                              “We change people through conversation, not through censorship." ― Jay Z

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                              • #20
                                None of us can control every aspect of things such as quality control, and since no one on the team is moving to Asia to supervise the painting and assembly of every single figure (and let’s be honest, neither are you lol)
                                I don't know about y'all but this statement REALLY, REALLY bugs me. Especially the bold part. Completely uncalled for and unprofessional, it feels very reminiscent of the Gurusnark from past managers.

                                That could have been worded a bit better without the condescending tone.

                                (It's good that they'll delay figures to fix QC issues, but the way they dismissed Point Dreadful Teela as "a bonus" is way wrong.)
                                I ♥ Glimmer!

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                                • #21
                                  Originally posted by Crespo View Post

                                  I don't know about y'all but this statement REALLY, REALLY bugs me. Especially the bold part. Completely uncalled for and unprofessional, it feels very reminiscent of the Gurusnark from past managers.

                                  That could have been worded a bit better without the condescending tone.

                                  (It's good that they'll delay figures to fix QC issues, but the way they dismissed Point Dreadful Teela as "a bonus" is way wrong.)
                                  Truth hurts. Its about time these so called adults get spoken to in this manner. Some of the complaints on QC are outrageous. She has a great point in that post. There is nothing they can do as far as those factories are concerned. Theyre in china!!! Ill never understand how words on a screen can have a tone. By definition thats impossible. A typed word cant have a tone as it is not heard. I find that those hurt by these comments are the same people that take motuc too personally. Its just a toy from a toy company whose main objective is the bottom dollar, not your personal happiness. This new world we live in where everyone is so sensitive is ridiculous. Lol. On a side note. There is an article that states college professors are afraid of giving students bad grades from fear of the student hurting themselves. Wow. Dont take it personal. Act like an adult and take her comments with a grain of salt.

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                                  • #22
                                    So are they going to fix the loincloth at the same time? Everyone has been asking for the 200x loincloth on the figure because that is the figure the torso is made for. It makes absolutely NO sense whatsoever for that figure to have the vintage speedo. If they plan to get it right, then get all of it right.
                                    "If we don't believe in freedom of expression for people we despise, we don't believe in it at all." ― Noam Chomsky

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                                    • #23
                                      Originally posted by Jsting View Post

                                      Ill never understand how words on a screen can have a tone. By definition thats impossible. A typed word cant have a tone as it is not heard.
                                      Tone in writing means "attitude", it doesn't have to have a sound! Look it up!

                                      I find that those hurt by these comments are the same people that take motuc too personally. Its just a toy from a toy company whose main objective is the bottom dollar, not your personal happiness.
                                      With all due respect, that's just a moot argument!... MOTUC isn't just a toy per-se, it's a product like any other product that you pay for, whether it's a gadget, a service or food! You expect to get the best quality possible especially from such an expensive product!

                                      This new world we live in where everyone is so sensitive is ridiculous. Lol. On a side note. There is an article that states college professors are afraid of giving students bad grades from fear of the student hurting themselves. Wow. Dont take it personal. Act like an adult and take her comments with a grain of salt.
                                      Okay, if your assessment here is to be taken seriously, how come the Mattel team is excused to be sensitive and offended by their paying customers and not the people who were patient enough for their dreadful silence?! A paradox, you tell me?!

                                      If the PR personnel cannot respond to the some of the heated comments in a professional manner, she/he shouldn't expect people to respond back in a positive attitude either!... After all, it takes two to tango!

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                                      • #24
                                        Their post was a response. They didnt initiate the hatred did they? If a $40 TOY is considered expensive to you please dont buy it. Expensive to me is of much higher dollar value. If i considered motuc expensive theres no way id purchase the products. Do i expect good quality? Yes. Have i recieved good quality? Yes. Ive never had to return any figure. I also dont examine my figures with a microscope. Please explain how your products are so bad in quality. A paint smudge or a crooked eye in my view do not constitute bad quality. At least not to the point of sending them hate mail.

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                                        • Captain Atkin
                                          Captain Atkin commented
                                          Editing a comment
                                          I did once receive a figure (Extendar) with two left (lower) arms. I also received a Saurod last week with a crooked "jaw" glued on at a weird 60 degree angle. Occasionally, things do get messed up (mass example: wonky eyes in 2015). I would never send Mattel any hate mail, and I doubt many people would, but I did send the toys I just mentioned back for replacements. If a collector receives a toy that doesn't look right to them, they should always send it back to be replaced. When a company produce thousands of toys, there are going to be a few figures that get messed up, for sure, but large scale issues like the botched eyes on some figures in 2015 does need to be fixed.

                                          Also, I need to point out that a $28 action figure is more than $40 with shipping and handling for many foreign collectors. A few time I have paid over $60 for a figure with added government customs charges tacked on. When you add it all up, these are expensive toys.

                                      • #25
                                        Originally posted by Jsting View Post
                                        Their post was a response. They didnt initiate the hatred did they? If a $40 TOY is considered expensive to you please dont buy it. Expensive to me is of much higher dollar value. If i considered motuc expensive theres no way id purchase the products. Do i expect good quality? Yes. Have i recieved good quality? Yes. Ive never had to return any figure. I also dont examine my figures with a microscope. Please explain how your products are so bad in quality. A paint smudge or a crooked eye in my view do not constitute bad quality. At least not to the point of sending them hate mail.
                                        I think many would disagree with you here my friend, and if you are happy with Mattel's products and services, that's fine, but please don't jump on people's posts who think differently claiming otherwise and belittle them.

                                        Apparently your quality standards in a product aren't similar to the others who've been collecting Toys for many years! Even Mattel themselves admitted a bunch of their mistakes and tried to come up with so many other excuses to water down the QC/CS issues, yet you're here defending them blindly!

                                        I've worked in retail for so many years, and I didn't accept people to be rude to me if they're not happy especially when I was right and did nothing wrong, however, if I know that I was wrong or my services lacked professionalism, I cannot counter their attacks with more rude comments and start backlashing at them defending my mistakes! That's not only unacceptable, but also very bad for business and its outlook!

                                        Just saying...

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