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Friday Feb 19, 2010
Isolated Instances of Facehuggers with Broken Tails in AVP Hunter Edition Packs
SEGA has received reports that a small amount of facehuggers in Aliens vs. Predator™ Hunter Edition Packs (both PS3 and Xbox 360) are experiencing issues with damaged tails in North America. In response to these reports, SEGA of America has set up a system by which gamers that have received a facehugger with a damaged tail can obtain a replacement free of charge. SEGA is solely responsible for replacing the damaged facehuggers. We would like to ask for gamers to NOT go to the original retailer where they purchased Aliens vs. Predator from for a replacement. In order to make this replacement process as efficient as possible we ask that gamers go to www.sega.com/facehugger and follow the detailed instructions on the webpage or call 1-800-USA-SEGA to register themselves for a replacement facehugger. Once again there will be no charge of any kind for obtaining a replacement facehugger. SEGA would like to apologize for any inconvenience this may cause our fans. We ask for their patience as we work quickly to replace the damaged facehuggers.
Posted by Clumsyorchid in Aliens vs Predator on 12:39:42AM Feb 19, 2010
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Comment # 1
hey your web page for the facehugger replacment , doesnt want to send properly .
after MANY tries to no avail , please help ,thank you
Posted by Nick N. on February 19th, 2010 at 6:32 am
Comment # 2
Hi, hey i got the same problem.
Please try to fix the problem.
Posted by Edgar Nunez on February 19th, 2010 at 10:45 am
Comment # 3
The facehugger is the best part about the game and it’s screwed up too. SEGA laid a big turd with this game in every aspect. Why don’t you go ahead and go out of buisness?
Posted by John on February 20th, 2010 at 7:03 am
Comment # 4
I’ve submitted my pdlc code twice on the replacement page & haven’t gotten anything in my email. I’ve already spoken to Robert in customer service at sega of America
about my codes not working. I would really like someone to contact me about my replacement facehugger. Between getting the game late, my pdlc codes not working & my facehugger being broken I have no interest in buying another sega product until I get some for my troubles. And I’ll continue to blog, email, & review until sega fixes this mess. Ign, best buy, amazon, Wal mart, gamespot, g4 & any other website that will allow me to post my opinion will continue to hear about sega dropping the ball. And I’ll continue to have everyone retweet the truth about sega. Time to fix your mistakes, fallen giant.
Posted by Dustin McKenzie on February 20th, 2010 at 8:43 pm
Comment # 5
Clumsyorchid,
I understand that bugs happen but sega has lost some lifetime customers over this one. I preordered game for a birthday present and have been disapointed ever since. 1) Game release delayed and noone notified, nothing like driving to the mall for nothing. 2) Face hugger tail broken. One of the main reasons for getting the whole kit @ $106.00. 3) None of the exclusive content works, PDLC. Things Sega could have done to lesson the impact to customers. 1) Change release date and notify customers. 2)Have customer support with a live person. 3) After notification of facehugger damage via web site, send customers email acknowledging receipt with some explaination. Having said all this what are my options, 1) return hunter edition to gamestop and demand money back then wait until the game is in the bargain bin and then buy it. What good is exclusive content if everyone has it? 2) Wait for someone at SEGA besides you to start addressing these issues. That last comment was not a dig at you it just seems like you got the short straw and are having to deal with these issues in this forum.
Posted by Lorenzo on February 21st, 2010 at 7:15 am
Comment # 6
The co-op on this game sucks and its no rainbow six i plal with my family and we love co-op game this one list its co-op but is not a true op game i give it a 2 out of 5
Posted by Aaron cope on February 21st, 2010 at 10:54 am
Comment # 7
Hey Nick, do you get an error or anything? Can you be more specific about the problem? I’d contact our support team at http://help.sega.com and let them know about the problem.
Posted by Clumsyorchid on February 21st, 2010 at 2:15 pm
Comment # 8
Aaron – AvP is not Rainbow Six. It’s a really different game and if that’s what you are expecting, then I’m sorry – I mean, it’s Aliens vs Predator.
Posted by Clumsyorchid on February 21st, 2010 at 2:16 pm
Comment # 9
I live in the Netherlands and bought my hunter edition and i got a broken facehugger, but that link is only for north america and not europa. What am i to do ?
Posted by Derk Vooromlen on February 22nd, 2010 at 5:35 am
Comment # 10
Listen I have no luck with this game what so ever I pre-orderd hunter’s ed at gamestop they screwed up and gave me a 360 instead of ps3 they told me sorry they gave me the normal game and said we will call when we get a hunter’s ed in I’ve called every day still haven’t receaved anything.Not only have I STILL NOT GOTTING MY HUNTERS EDITION THAT i PLAYED FOR 3 MONTH’S IN ADVANCE!I cant use the skin’s I have called everyone Is there anyway you can help me in my situation???
Posted by Brian D. on February 22nd, 2010 at 8:07 am
Comment # 11
“The facehugger is the best part about the game and it’s screwed up too. SEGA laid a big turd with this game in every aspect. Why don’t you go ahead and go out of buisness?”
SEGA didn’t MAKE the game, they’re acting as the publisher. If the game itself is a turd, then that turd is one that the developer laid. In regards to the damaged facehuggers, THAT turd would end up being laid by whoever decided to manhandle the things during shipping. It could’ve
been someone at SEGA or at the Post Office, but seeing as the facehugger itself is a pre-order bonus that has no effect on gameplay, it can’t be seen as “ruining” the entirety of facehuggerdom in all its forms. It’s just a broken toy.
And the reason why SEGA doesn’t go out of business is because they make games, and publish games made by other developers, that are profitable…and in a lot of cases, FUN to play. Alien vs. Predator is selling well, and is already
#1 in the UK, so I don’t think that people are seeing it as being as much of a turd as you think it is.
It seems that even with an attempt to set up a channel to fix the problems with this preorder, people are still having some amount of issue with resolving the issue, what with the late games, broken facehuggers and codes. I don’t really see this as requiring
any level of hysterics, but I’m hoping that this sort of thing will end up being avoided in the future. Its enough to get people worked up about it, and it ends up being a fiasco for all those involved. Loss of money, loss of respect…
Posted by iNAUDiBLE on February 22nd, 2010 at 5:18 pm
Comment # 12
Omg, lol. The comments on this page just made my day!
Posted by TheTopMostDog on February 24th, 2010 at 9:30 am
Comment # 13
I sent my code to the website bit I’m not getting any email saying how to receve my new facehugger can you help me?
Posted by Chris on February 24th, 2010 at 3:59 pm
Comment # 14
Brian D.
This is your gamstops fault and not sega’s so I don’t think there will be anything they can do for you, sorry, since it was gamestop who made the mastake pce man!
Posted by Chris on February 24th, 2010 at 4:03 pm
Comment # 15
How soon are the confirmation emails supposed to arrive after you send the request for a replacement?
Posted by Mike on February 24th, 2010 at 6:01 pm
Comment # 16
Mike, I believe that the emails are sent manually by our customer service team, so it might take some time.
Posted by Kellie on February 24th, 2010 at 6:31 pm
Comment # 17
to whomever is in charge of this whole thing.
not to say that your help service is sub par but i went to the link entered my code and i haven’t received an email confirming anything please if anyone can get back to me on this id love to know. Thank you
Posted by Peter C on February 24th, 2010 at 8:41 pm
Comment # 18
Peter c.
That exact same thing happend to me but I don’t know if there doing it on purpuse or they are doing it by accident. But I have not yet received an email either and I put my code in like a week ago any chance you can help us out clumsyorchid?
Thank you for your time,
chris
Posted by Chris on February 26th, 2010 at 5:55 am
Comment # 19
I Registered a while ago and have not heard back. I’m starting to wonder if the site like the facehugger is broken. When you call the number is it easy to speak to a person or is it a huge ordeal?
Posted by Dnez on February 26th, 2010 at 10:17 am
Comment # 20
I know folks have a right to be angry since the best part about this $100+ package is broken, but have some patience. I spoke with SEGA, they are sending the emails manually. They made tens of thousands of these kits and from what I understand the majority of the facehuggers are broken, it is not a “small amount”. I actually haven’t heard from one person who got a good one. So it will take awhile to respond to them all and get them sorted.
Mine came broken as well, but using two small nails and superglue I was able to make it practically good as new. Put one small nail in the bit of tail that is broken off, and put another nail on the opposite side on the other end of the toy. Push them together a couple times to get it lined up good, when you have it lined up just right pull them aapart a bit but don’t separate them, now just put a good amount of superglue in the space. Push them together again and hold for 20-30 seconds. I got mine together so well it’ll never break again
Posted by gack on February 26th, 2010 at 7:40 pm
Comment # 21
I had same problem broken facehugger, problem with website taking info, and no return email. Dont know what to do but very dissapointed with it all. Anybody know anything new.
Posted by Matt on February 27th, 2010 at 1:30 pm
Comment # 22
i havent gotten anything emailed either i would atleast like a confirmation email like when you contact customer service sayin message recieved please wait for responce. But i did go back n try it again n it said code was already registered so i dont know. i hope they get the ball rolling on this i mean they could have made a bigger box or even gave it its own when packaged with the game insted of cramming everything into one box.
Posted by joe on February 28th, 2010 at 3:35 pm
Comment # 23
Why is it that no one is answering the questions I mean like I’m not trying to be rude or anything but it makes me mad that first if all the facehuggers are broken second of all I’m not getting an email after I registered for a new facehugger and third of all because none of you guys are helping well I’m sorry if you acually are and I don’t know but if you are doing something about it can you please respond to this message
Thanks.
Chris
Posted by Chris on February 28th, 2010 at 7:14 pm
Comment # 24
been almost 2 weeks and havent herd anything regarding a replacement is there a number that i can call to actually talk to a person instread of playing ticket tag.
Posted by phill on March 1st, 2010 at 9:54 am
Comment # 25
Hey guys,
I just talked to our customer service reps about this issue. Here’s what’s happening.
Our customer service team is working with the warehouse that will be shipping the replacements. They are working to ensure that the replacements are packed correctly so they won’t break. Replacements will then be sent out in the order that requests were received. Once they have been fully inspected and shipped, you will receive an email to let you know that your replacement has shipped. We are anticipating that replacements will start shipping today.
If you would like to talk to someone directly, you can call 1-800-USA-Sega. If that doesn’t work, you can try 415.701.3631 as well. It would be best to leave a message on that line so one of our customer service reps can schedule a time to return your call.
Thank you for your patience as we get this sorted out.
Posted by Kellie on March 1st, 2010 at 12:18 pm
Comment # 26
Cool, thanks for letting us know
Posted by gack on March 2nd, 2010 at 5:40 pm
Comment # 27
man am mad hope they fix this soon same shit here with me
Posted by overki on March 3rd, 2010 at 2:29 am
Comment # 28
What the hell sega no one picks up when I call the 2# u gave and no email saying that am geting my shit fixs am mad100 bucks on u guys bee the last time I spend my cash on any of your games u guys mess up and the online for game wtf fix with a update pls soon
and I whent my new toy fixs one this time only resone I pay 100:(
Posted by overki on March 4th, 2010 at 12:16 am
Comment # 29
when are they shipping? im starting to get annoyed
Posted by phill on March 4th, 2010 at 5:56 pm
Comment # 30
yea it’s been another 5 days since that dude said they’re shipping, I still don’t have an email…
Posted by gack on March 5th, 2010 at 2:49 pm
Comment # 31
same here I keep calling two and the same shit no one picks up
Posted by overki on March 6th, 2010 at 2:28 am
Comment # 32
Ok. So first of all, I paid $108 for this. Got my preorder codes, all my DLC works. The facehugger, on the other hand, broke. So. What do I do? I used SEGA’s site. My PDLC didn’t work. Over and over. I submitted a customer support ticket. “Frank” said the site was having issues, to try it again, and to send my code and version manually if I was still having issues, which of course, I did. THAT was on the 23rd. STILL no reply. PDLC STILL not working on the site. And STILL regretting dpending that hard earned money. WHAT THE HELL, SEGA???
Posted by Elias on March 7th, 2010 at 2:59 am
Comment # 33
I am grossly disappointed with this game.
The humans are massively underpowered, the bugs are unbalanced against the the predators, and the predators seem to have all the benefits and bonuses in their favour.
Humans: This makes no sense, lets combat drop a trooper into a combat zone, WITHOUT the tools he needs in a WARZONE. Ask any real soldier to do this in real combat, and they will flip you the bird right to your face
Aliens: Partial automatic wall-crawl before you have to “transition” to the next surface: This is GARBAGE to say the least. No “LEAP ATTACK”, is like cutting off the Alien’s chances before it can even move. And by letting the Predator “SPRINT” as fast as an Alien, again takes away from the Alien. This very concept of unbalance in the game is disgusting, as well as being insulting.
Predators: Everyone noticed how powerful and easy it was to play and work as a pred in multi-play. Yay, Whoopee, Whatever: Note my complete lack of enthusiasm. If I was easy, I’ll play solitaire. Every “Pred” player near immediately goes hunting for that Disc to through at something that moves. Wow,.. what a challenge to go looking for a no-skill “one-shot” kill. A human has to target and track through a scope. Bugs have no snipe attacks, and Predators have a wide-angle viewing range with an over-lay targeting reticle that tracks the target. Yes, yes, yes, the laser tracking gives away the Preds location, small price to pay for one-shot kills.
If this game were to be balanced,.. then I’m sure more people would play it. I think I might wait to play it later on, or with a dedicated server,.. have a “No Predators” option engaged,. to make it a “CHALLENGE” for the players,.. or at least more even.
Posted by IJ Gardiner on March 7th, 2010 at 11:16 pm
Comment # 34
Still waiting on both the email AND a call back from the second number Kelly posted. I must say I am VERY disappointed in this product. Not only did I spend 110.00 on it, but I got it a week after everyone else even with a preorder, The facehugger was broken, DLC didn’t work, and the rather laughable excuse for customer service has really turned me off of SEGA products in the future. I am sorry but this game release was mishandled from the word GO. Glitchy game play, issues with DLC, busted “extras”, late shipping dates for the Hunters Edition, and now lack of commitment from the company. Is it really that hard to set up an automated response saying “yes we got your info”?
Posted by Erik on March 9th, 2010 at 12:48 am
Comment # 35
Can we please get some better info on this. It’s not like we haven’t been patient. I haven’t heard of a single person getting his/her replacement yet. I submitted the form, and have been completely ignored by customer service. Is Sega going out of business or just ignoring us? I can’t think for any other reason that the customer service would be this bad. At least have someone answering the phones.
Posted by Samson on March 9th, 2010 at 1:15 pm
Comment # 36
I got my AVP hunter edition at the beginning of march (because best buy is slow) and sent in the email on march 3rd when i heard about the replacements. I have yet to get an email back and it has been a week. Is sega not replacing facehuggers anymore? I sure hope not.
Posted by Lowell on March 9th, 2010 at 3:18 pm
Comment # 37
Okay, it’s going on a month now SEGA, this is getting ridiculous
Posted by gack on March 10th, 2010 at 12:46 am
Comment # 38
sega what’s going on man I love that game where’s my new toy at man I pay 100 to this and still no word and when are u guys going to fix online on the ps3 come on WTF Thats crazy Thats y your demo waz fuck up u mad a a shit for online it waz to good to be true
Posted by Overki on March 10th, 2010 at 1:52 am
Comment # 39
U made shit for online fixs pls with update
when are u guys going to ship my toy no email yet no one pick up
Posted by Overki on March 10th, 2010 at 1:57 am
Comment # 40
WTF, it has been over a month. I submitted my facehugger replacement on DAY ONE. You say they are going out in order recieved, but that is bullshit. I have gotten no email and no response, and no facehugger. This is crap. I demand a response. I say we all email various game reviewers and websites as to tell the story of how shitty this is. Most of them love little stories like this and then they will write up how Sega dropped the ball, and then it will start to affect sales. THEN maybe we can get some kind of response.
Posted by Chris on March 15th, 2010 at 8:20 am
Comment # 41
Sega… Its been over a month and i’ve lost my faith in waiting for my replacement facehugger. it’s a wonder if anyone’s reported you to tht better business bureau yet. Quite frankly i might do that too or seek legal action. if you cant send me a replacement then send me a check for $50 cause i dont think its right that I and many others have to pay $100 for this package and get a broken facehugger then keep use in the dark about it.
Posted by Aaron on March 15th, 2010 at 8:27 am
Comment # 42
I have to agree. This has gone on long enough. Tomorrow I will be calling the BBB. This is absolutely ridiculous that not so much as an email saying “we got your information.” I have called twice and have not gotten any response. Kellie I think you may want to look into this again and find out what is going on. I can safely say that at this point I will be boycotting any and all future Sega releases. There has not been any response to the help ticket I put in on the 12th either.
Posted by Erik on March 15th, 2010 at 7:36 pm
Comment # 43
I have notified the BBB. Hopefully we will see some resolution to this quagmire.
Posted by Erik on March 17th, 2010 at 7:23 am
Comment # 44
ok guys calm down i got this email today they are really trying so just wait and you will get an email.
Thanks for your patience while we’ve been working hard to resolve the issue with your broken Facehugger toy. Unfortunately the sega.com/facehugger form has not been properly sending out confirmation e-mails after requests have been submitted, however it is properly processing and has queued the requests we’ve received. We apologize for any confusion. To address this we are manually sending this confirmation e-mail to everyone who has submitted valid information. A follow-up e-mail will be sent once we have confirmed that your replacement Facehugger toy has been shipped from our warehouse and in that e-mail details as to the manner in which your Facehugger toy has been shipped will be included.
Posted by joe on March 18th, 2010 at 7:32 pm
Comment # 45
Holy shit everybody!!! sega’s finally responding with e-mail’s apoligizing for the long wait and that they said there facehugger website had a glitch and not working properly. so now there processing everyone’s request for the broken facehuggers….. there is a god everybody! hoo-hoo!
Posted by Aaron on March 19th, 2010 at 7:41 am
Comment # 46
oh yea… i forgot one more thing. here’s the e-mail for proof.
Aaron,
Thanks for your patience while we’ve been working hard to resolve the issue with your broken Facehugger toy. Unfortunately the sega.com/facehugger form has not been properly sending out confirmation e-mails after requests have been submitted, however it is properly processing and has queued the requests we’ve received. We apologize for any confusion. To address this we are manually sending this confirmation e-mail to everyone who has submitted valid information. A follow-up e-mail will be sent once we have confirmed that your replacement Facehugger toy has been shipped from our warehouse and in that e-mail details as to the manner in which your Facehugger toy has been shipped will be included.
If you have further questions or concerns regarding either this e-mail or a technical question regarding the Aliens versus Predator game software, please go to http://support.sega.com/ and create a follow-up support ticket.
Replies to this e-mail will not be read.
Again, we apologize for any confusion our processes have caused and believe that we will have this issue resolved very soon.
Sincerely,
Sega Customer Support
csescalations@sega.com
1-800-USA-SEGA
Posted by Aaron on March 19th, 2010 at 7:45 am
Comment # 47
Omg about fucking time shit got a email today god now to see how long now
Posted by Overki on March 19th, 2010 at 10:28 pm
Comment # 48
got an email from fedex today i didnt order anything so it could be the face hugger i’ll keep you guys posted.
Posted by joe on March 23rd, 2010 at 2:37 pm
Comment # 49
yup. same here.got one from fedex too. it is the facehugger. woo-hoo!
Posted by Aaron on March 24th, 2010 at 8:37 am
Comment # 50
I had to get my info manually put into the sytem by good ‘ole “Frank”. That was 6 days ago. I have yet to recieve any follow-up info, tracking numbers, suprise facehuggers (as another member on the Sega forums has), or anything else. I’m HOPING it will be soon, but I doubt I’ll get anything within the next few days.
Posted by Elias on March 25th, 2010 at 1:08 am
Comment # 51
finally got an email after a month of waiting!!! Havent gotten a trackin number or anything like that yet, but hopefully it wont take another month either. ill keep you guys updated.
Posted by da_grouch on March 25th, 2010 at 7:47 am
Comment # 52
awsome! fedex just deliverd my replacement facehugger!… i’m happy now.
Posted by Aaron on March 25th, 2010 at 10:38 am
Comment # 53
me too!!!!! keep hope alive guys!!!
Posted by joe on March 25th, 2010 at 11:45 am
Comment # 54
thanks sega got Mys today now fix online for ps3 LOL
Posted by overki on March 26th, 2010 at 6:17 am
Comment # 55
fed x just called me lookin for my house haha. Finally i got my facehugger!!!! Now i just need my dlc to work and online for ps3 to go smoothly haha! Bout time sega, i thought i was gonna have to use my ninja squirrel moves on sumone! Haha. Hopefully everyone will get theirs by the end of april. Thanx again sega.
Posted by da_grouch on March 26th, 2010 at 1:23 pm
Comment # 56
So I resubmitted a ticket a few days ago checking the status of my shipment as it still hasn’t arrived, and “Frank” said that it shipped, yet I still haven’t received my replacement. It’s going on two months now. This is utter bullshit, Sega.
Posted by Elias on May 1st, 2010 at 11:15 pm
Comment # 57
I recently bought a copy and I live in the UK and my facehugger is broken too. Who do I get in touch with to get a replacement?? Any help would be appreciated. Cheers
Posted by Paul Ashurst on July 15th, 2010 at 9:47 am
Comment # 58
I guess their back to their old ways since I requested a replacement and have not receive a confirmation email or package and it’s been over a month.
Posted by Oscar on September 10th, 2010 at 8:50 am
Comment # 59
Turnaround on this shouldn’t take this long – I’ll alert our CS teams to investigate
Posted by Clumsyorchid on September 10th, 2010 at 10:23 am
Comment # 60
Quick update – the CS team is aware of the backlog, but it’s based on arrival of product – something they can’t exactly control. They had a batch come in this week, so there will be some new facehuggers shipping out soon enough.
Posted by Clumsyorchid on September 10th, 2010 at 1:47 pm
Comment # 61
i have the steam vertion and my ping is like 1500 realy lagy plz help
Posted by danny on April 8th, 2011 at 7:41 pm
Comment # 62
Do you have any intentions of replaceing my facehugger????? I have subbmit my info like 10 times and a have no answer, it’s been months since i stoped triyng. What’s wrong with you???
Posted by Felipe on September 6th, 2011 at 12:31 am
Comment # 63
Got the same problem. Bought the game, found out that the tail was broken and i wanted to exchange the game. But the retailer was like “opened item” and “game itself runs perfectly.”
So i gave up.
I found out that this was a common issue like 10 minutes ago.
But since i bought a new copy and there is a way of replacement i’d sure like to use it.
Posted by Andreas on March 1st, 2012 at 7:13 pm