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