Help! Silver eye question

[stacird]

My niece's Molly has silver eye. Do I have to send her in and do the 38.00 head replacement? Or is the silver eye issue considered a defect? I'm also concerned because she is PM. This may not matter to DN, but it sort of does to me. ( This is Y'all's fault-I didn't used to know the difference ;^) )

Thanks for any help.

Stacird

[aggirl479]

AG will fix it for free! I think that you only have to pay to ship the doll [img]smile.gif[/img] . You can request that only the eyes be replaced, but in some cases (not very often) the vinyl on the head can tear and then they would replace the whole head.

[jenndon]

You can search for silver eye in the topic, because we've had some recent talks about it, or is the info. . . .

You don't have to pay, because it is a defect.

If they replace the head, I think that they then also replace the lim**, because they don't "match." So, you basically end up with a free new doll (but not PM).

Some people have done an eye replacement only, and then you still have your PM doll.

[stacird]

Thanks for the help.
I just called, and the CS told me that I had to pay for the 38.00 head. Has this changed maybe, or maybe she doesn't know?
I also don't have any paperwork for her, neither does DN, do I need proof of purchase to do this for free?
One more thing, should I just wait until the holidays are over to talk to someone in CS?

Questions, questions, questions...
Sorry.

Stacird

[aggirl479]

That CS didn't know what they are talking about! Silver eye is a manufacturing defect, which is AG's fault, so they dfix it for free. You don't need to have a proof of purchase or anything like that [img]smile.gif[/img] . Good luck!

[SanFen]

Hi,
Silver eye is a defect. I sent in an Addy and her head was replaced. I sent in a Bitty and her eyes were replaced. They didn't tell me what they would do, I was expecting a new head for Bitty. They just did it and sent her home. I did make sure to let them know I wanted strings to reattach head and they did use string.

Being that your doll is a PM, perhaps you can request an eye change only. Or, if it doesn't matter, you can just let them do what they want.
Good luck!
Sandy

[stacird]

Thanks so much. You gals are the greatest!!

Stacird

[DaisyDee]

I had a Kit with Silver Eye, and AG sent me a whole new doll. I could've chosen to just have her head replaced too, but I had gotten her from ebay, and she was a Mattel Doll, so I chose the new one. Did you actually talk to CS, or just the rep who answered the phone? I always ask to speak to CS when I call, but I did get a newer CS rep the other day who didn't know anything. Call back, and tell CS you have a doll that's "developed a defect." Tell them that you have some friends who have had the same problem, and that AG has replaced their dolls and/or heads. Keep us updated, and Good Luck!

~Dee

[stacird]

I actually talked to the girls who answered the phone. I'll call back and ask to speak to a CS this time.
Don't know what I'd do without you all and your wealth of information.
I'll keep you updated.

Big thankful hugs,

Stacird