UPDATE ON THE BIOSHOCK FIGURINE REPLACEMENT PROGRAM

Earlier this morning I sent out an email blast to enrolled customers who received a broken Big Daddy figurine with their BioShock Limited Edition detailing the status of the replacement program. Since then, customer service has gotten many emails about the program, so I thought it would be best to lay out all the requirements for the public!

Customers who enrolled in our replacement program between August 25th and November 12th will not have to ship back their broken Big Daddies to us. We figure you had waited long enough for your replacements, so within the next two weeks, we’ll begin shipping out both the new Big Daddies and the artbooks in the same package to you. Keep your first Big Daddy – super glue him back together, or stage him next to your new Big Daddy as if they were in an epic battle.

And for more details about the program beyond what I have announced, so here’s a quick FAQ that I think will solve most people’s remaining questions.

BIOSHOCK FIGURINE REPLACEMENT PROGRAM FAQ

If you entered your information into our replacement program website but did not get an email, it could be for a couple reasons:
    1. You entered multiple times using multiple email addresses. Check all your accounts to be sure that none received the email.
    2. Our email was caught by your spam filter.
    3. Your email was entered incorrectly or not entered, and so we have your shipping info but not a place to send confirmation.

If you believe you entered in the program but did not receive our email, please PM me or email me with your full name and shipping address so that I can confirm you are, indeed, in the program. I hold the master list so I’ll be able to find you if you are there!

This replacement program is being offered to people in the United States and Canada only. If you bought your Limited Edition from a retailer in a country other than the US or Canada, please contact the retailer you bought from directly.

If you have a broken Big Daddy figurine but did not enroll in the program before November 12th, please send the broken figurine back to us, and we’ll ship out a replacement and an art book. We will continue replacing Big Daddies and sending back new ones with artbooks while supplies last. Our second run of figurines was limited, however, so if you do have a Big Daddy that is broken and are not enrolled in the program yet, please don’t hesitate to get your replacement. Please contact 2K customer service on details on how to return your broken figurine.

US Support
Phone: 1-866-219-9839
Email: usa@take2support.com

Canadian Support
Phone: 1-800-638-0127
Email: canada@take2support.com

I have been asked this question a lot, too, and here’s the straight up answer: Producing figurines take a lot longer than many people realize, especially when it’s a non-planned for production run. When we realized a problem with the Limited Edition shipment, we put up the replacement program within 24 hours. However, we had to get the back end of the program in place past collecting affected customers data. To do that, we had to assess how many boxes were probably affected and see how many figurines we had to manufacture. Because of costs, we were only going to make one run of the figurines – so even if you signed up on August 25th, the day the program started, we couldn’t get started on your order because we simply didn’t have the total number on hand. We had to wait until we had a good estimation of how many figurines needed to be made before we could place our order. Also for the list of affected customers, when the list was finalized we had to go over it to find duplicate entries, clear out any erroneous data, and then I personally contacted about 100 customers who had incomplete data so that I could make sure they received their figurine. The order then enters a que in the production facility in China, is completed, shipped via boat, goes through customs, then shipped out again to a fulfillment house, repacked, and finally is shipped to the customer. When all lights are green, life is grand, but when we encountered delays along the line, we modified the program to remove the return figurine step in order to pass some time savings on to affected customers.

…And if you do stage that epic battle between Bouncers, please take pictures and send them to me. I would really like that.