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That's crummy. I know that they do keep the parts that they replace for 30 days in case the owner did not want those switched. I had an Addy I sent in and they changed all her limbs, so I had to send her back, but she did come back with her old ones. I'd call them and ask them if they will please pay for you to ship the doll back to them so they can put her old body back on, this was not your mistake so I don't think you should have to pay to ship her there again. They had a UPS truck come a pick up my Addy when she had to go back. Good luck and let us know how it turns out.
Shanna
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From what I've heard if they notice a flaw on a part, they will "fix" (replace) it. They may have taken stuffing coming out of the seams as a flaw and replaced the torso. In that case they may not still have the body.
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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.
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Perhaps as a precaution, everyone who sends a doll in to the AG Hospital should take pictures of her first---front and back, including views of neckstrings, etc.
Then there would be proof if anything were replaced without permission.
I know this is too late to help you right now, but maybe it will be helpful in the future, and to others with PM dolls.
Good luck with getting everything straightened out!
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My Pleasant Co. Samantha's body was switched with a Mattel Body (with plastic neck ties) at the hospital for no reason at all without my permission. I'm getting conflicting stories at AG customer service one side says they still have her old body and the other is insisting they never switched her body only took her neck string. I know that this is a lie because the original body was a lighter color tan, it was softer, chubbier, more plush and there was some stuffing coming out of one of the seams. I need help, I've tried calling American Girl many times asking to speak to a manager, but they won't let me speak to anyone who's in charge. I'm at AG's mercy and it's like they're holding my doll's body hostage. Why do they take the older dolls parts? Does this sort of thing happen all the time with the older dolls? I sent her back for her original body today I only hope when I receive her that no other original parts are replaced and/or missing. Please advise.
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I also have found it helpful to call ahead and speak to CS if I have very specific directions for one of my PMs. I have them put a note in my computer file. CS also instructed me to attach a note with detailed instructions, including what I DON'T want done no matter what and my phone number, to the admission form, and wrapped with each doll in case something gets lost along the way.
I was VERY adamant when I sent in two PM Addy's last year that they not do anything but replace the eyes due to silver eye. That I wanted them intact despite their "used" appearance. They listened and the dolls came back with only their eyes replaced and hair rebraided.
I'm so sorry they didn't pay attention to your note. They really should be more careful!
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I have not sent a doll in, but I did make a return by mail after Christmas with VERY specific instructions and a request to call me if they needed to handle my request differently. I highlighted that with yellow highlighter. They did not handle my request AT ALL as I asked. They were not too helpful either when I called. I did speak to a supervisor and told her that I am hearing of more and more customers who are dissatisfied with the way things are being handled. I don't think customer service is quite what it once was.
