YOu are not alone, something similar to this was posted on another board. They sent in to get limbs tightened and came back with a new head and loose limbs!! I don't think they were able to get the head back and are ending up with a new doll.
Soo sad they can't read what you write in the notes to them...I wonder if maybe some of the workers can't read english? Aww, they probably just don't bother.

Too sad makes you scared to send one in.