How does one contact hasbro for a defective item/replacement part? (2024)

My new earthrise starscream's left wing will NOT stay on and i can't return it to the place i bought it from.

Unfortunately, you can't. Hasbro has never supplied replacement parts, or figures, ever. Not even when an entire run of figures has a design flaw, like Titan Trypticon's hip ratchets or RID Warrior Grimlock's elbow ratchets. If the store you bought it from won't help you, you need to fix it yourself or sell it as a junker.

Just go to their website and contact customer service. They should send you replacement if they have it in stock or figures of equivalent value.

I complained about SS DOTM missing a wheel and they offered to replace it or send equivalent figures. They sent me two SS voyagers.

Ight thanks guys. Ill see what i can do.

Customer Service
I contacted them today about my doubledealer

I'll be interested in hearing your results, I thought the "replace with toy of equivalent value" was a HasbroToyShop policy, not Hasbro themselves. Even if it works the chances of getting back another Starscream are very low, but that's better than selling it as a junker.

Pulse, by default, will forward you to Hasbro's customer service, and Hasbro themselves are the ones who will send you a replacement, or more likely, an equivalent figure. I had to keep bugging Pulse to get them to agree to a straight up refund instead.

Not entirely true. I complained to Hasbro UK when my Siege Omega Supreme arrived out of box with a severely scratched head and they sent me a whole new torso

Not true. I had an issue with my Wheeljack about a month ago. They sent me a brand new one and I got it yesterday.

Can't speak for modern releases, but back in the day they had a parts center that would send out pieces that were defective or missing. I think it was most likely abused, so they stopped the practice.

Yeah, chances of getting a replacement are probably a lot higher if it is a current release. Mine was a wave or two old when I called and in the middle of pandemic lockdown.

Construct Bots Starscream came with a partly unpainted head and they sent out new heads.

You guys think i could get a new double dealer? Im afraid of sending mines but getting a prime or astrotrain since its not out on pulse

I'm glad to hear that there are at least a few instances of Hasbro stepping up to fix an issue. It does make me wonder what it was about those that prompted a response. It seems like there have been much worse problems that have been ignored over the years.

When you asked for a replacement, did Hasbro tell you up front whether or not they could replace that specific figure? Or did you just have to send it in and hope for the best?

Has anyone tried to ask for replacement parts/figure for something more expensive? Like Trypticon or MPM-4 Optimus? If so, how did it go?

They told me immediately that an exact replacement was not in stock and asked if I wanted figure of equivalent value. I was wondering the whole time which SS Leader class I would be getting (hoping for SS44 since I got into Studio Series collecting late) and then to my surprise I get two voyagers. Worked out since I didn't have those figures and didn't mind keeping them.

If I didn't purchase the figure on hasbro pulse can I still get a replacement figure?

I had a huge issue with the amazon Dirge and Ramjet set when it came out. Both figures were literally un-transformable due to both misassemble issues AND defective parts warped and mangled from the demolding process. I have absolutely no idea how my two figures made it out of QC or how they ended up in the same box together.

Now normally Hasbro wouldn't help me because of its exclusivity but because my QC was so awful and because I was able to give them literally all the information they could want so they could back track the problem (the stamped codes from both figures as well as the packaging codes and even pictures and videos of the issues) they ended up sending me something of greater value for my experience with the product and the information I gave them. (and the rep I spoke to specifically said greater value.) I got a free Commander Skylynx out of it.

now I didn't ask for anything specific, that's just what they sent me. but if you are helpful enough with things like this so they can find what caused the problem in first place they tend to be pretty thankful.

Edit: oops dead thread... wait a second here... this is MY thread? Fucking LOL no idea till I started scrolling up, totally forgot about it!

You could try contacting them by Ouija board. They used to make them in the early 20th century.

I found this out recently when Pulse emailed me back about the missing parts from the Selects Hubcap I got from them. I understand contacting Hasbro's main customer service if I bought the figure from someone else but if I bought an item directly from Pulse then Pulse should be the ones to resolve the issue I would think. Especially since they still have Hubcap's in stock.

The only parts I'm missing are the clips that plug into the side of the cannon that also form the front skis in hydrofoil mode. It's not exactly a deal breaker like a missing gun or body part would be but at this point, I'll probably just deal with it. I'd be afraid Hasbro would ask me to mail it back and give me a POTP Inferno in its place.

I would be fine paying like $4 for a part, but not a full figure price again