hey guys just got a reply today from mcfarlane toy company and this is what they said
Dear Customer,
Thank you for your purchase of our figures and bringing to our attention the problems with your Matrix Revolutions Box Set - APU. Most retailers will gladly issue a refund or store credit for the defective merchandise.If, however, the store refuses to accept a return for these products, we can offer a replacement for the defective product. However, we do require that you send in the broken pieces to your APU (Not the entire figure) to us at the address below.
The McFarlane Companies
P.O. Box 12230
Tempe, AZ 85284
Please accept our apologies over this experience. Your business and your understanding are appreciated. Thank you.
Nikki Foster
The McFarlane Companies
www.spawn.com
DONT give up hope yet try e-mailing them again