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So, I just bought my niece the Dot Dead Gorgeous 3 pack for xmas and her Draculaura doll leg broke right off!   

I was actually playing with her when this happened, she was just putting her shoes on and one leg broke right off!  It looks like its not fixable but thought I would give this a try and seek some assistance as I don't want to buy another 3 pack just to get her Draculaura again.   

I have included some pics, any help would be greatly appreciated!  Thanks again! 

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One last pic of her. 

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Are you in the US?

Contact Mattel through email, they offer a replacement or a voucher but i think you have to return all 3 dolls since that's how it's originally purchased.

OR

I will trade you my nude DDG Draculaura for yours, I can customize the broke one into a mermaid or something.

Let me know :)

Thanks for the recommendation, I just emailed them to see what my options are.  I hope they don't want all 3 dolls, although i can get them sent.   I should know something shortly, otherwise I would love to trade ya, that is sweet of you, really appreciate that option!   I will keep you posted! 

phaireetells said:

Are you in the US?

Contact Mattel through email, they offer a replacement or a voucher but i think you have to return all 3 dolls since that's how it's originally purchased.

OR

I will trade you my nude DDG Draculaura for yours, I can customize the broke one into a mermaid or something.

Let me know :)

well the legs are deattachable so yeah maybe that's the problem

Only Skelita`s legs are detachable/not including the cams/...

SamanthaStein said:

well the legs are deattachable so yeah maybe that's the problem

Sure, no problem at all :)

What most people don't know is that Mattel/Fisher-Price companies offer a limited 6 month/one year warranty. If you contact them and politely explain what happened they are pretty amicable about it and will try to make it right.
The arm of  Cleo (my daughter's dolls) broke from the Gloom Beach 5 pk and I had to return the whole set just to get a voucher. But I asked them if I needed to return the dolls or EVERTHING that comes with the dolls and the C.S. rep said " Just the doll". So we kept the extra clothes :P

But if Mattel doesn't work with you, then I'd be happy to trade so your niece can have her Draculaura again... I know how girls can be with their monsters :)


 
psychguy78 said:

Thanks for the recommendation, I just emailed them to see what my options are.  I hope they don't want all 3 dolls, although i can get them sent.   I should know something shortly, otherwise I would love to trade ya, that is sweet of you, really appreciate that option!   I will keep you posted! 

Yuck. broken knee fixes are the worst. I follow this tutorial for leg fixes but I normally, substitute CAM parts. I hope Mattel can help you they replaced my daughter broken Picture Day Cleo when her knee broke.

http://paintedplasticsmiles.blogspot.com/2012/01/tutorial-mh03-putt...

Thanks, still waiting to hear back from Mattel, should know something any day now! 

So have an update!  I got this email from Mattel, pretty amazing!

Hello,

We're so glad you contacted us!

I am sorry to hear you are having issues with your Monster High Dot Dead Draculara doll. I am sending you a replacement of the 3 pack of the Dot Dead Gorgeous dolls, right away. You should have them within 7 business days.

Thanks,
Robin G.
Mattel Consumer Relations Team

I then received an email with the order update and tracking, In the 2 emails I have received, nothing states anything about a voucher or about sending the broken doll or any dolls back, is this normal?  Very happy with their customer service none the less.  

WOW! That's actually pretty great!
Normally they request the broken doll to be returned first before issuing a replacement/voucher.
This set is still being sold in stores so I can see why they are sending you just a replacement.
Glad my suggestion could help, I'm sure your niece will be ecstatic ^_^


psychguy78 said:

So have an update!  I got this email from Mattel, pretty amazing!

Hello,

We're so glad you contacted us!

I am sorry to hear you are having issues with your Monster High Dot Dead Draculara doll. I am sending you a replacement of the 3 pack of the Dot Dead Gorgeous dolls, right away. You should have them within 7 business days.

Thanks,
Robin G.
Mattel Consumer Relations Team

I then received an email with the order update and tracking, In the 2 emails I have received, nothing states anything about a voucher or about sending the broken doll or any dolls back, is this normal?  Very happy with their customer service none the less.  

Got the dolls in the mail yesterday, wanted to put an update!  Nothing requested to be sent back, also contacted about a Frankie roller maze doll i opened up that I just bought that has two left hands.  They again, no questions asked sent me a NIB box one.  Mattel has simply the best customer service!   I think because I buy so much from Mattel.com and they can see my order history that they didn't need proof.  Still, the best customer service ever! 

Congrats! Mattel's US customer service seems to be pretty on the ball about this sort of thing. Here in the UK it SUCKS. it's "return this at your own inconvenience and we'll send you a voucher for one of two stores, only two stores, which likely don't even stock a replacement because this line is exclusive to a totally different store and we don't have vouchers for them"

So irritating. Glad you got replacements though. I'm looking forward to a day when someone figures out a good way to fix broken knees on MH dolls.

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