Bright Suns Hannah,
Welcome to planDisney; we are very excited that you are here, and we get to help answer your question about Walt Disney World Resort. I’m so sorry to hEAR that your young Padawan’s lightsaber is not operating as desired. A lightsaber is such a precious object that it can be incredibly frustrating when it isn’t working as it should. Especially after your youngling spends so much time personalizing his lightsaber at
Tatooine Traders. Luckily, I can point you in the direction of a "new hope." I learned of a way to get a potential replacement hilt for your son’s custom lightsaber.
I recommend reaching out to a Cast Member at Mail Order Merchandise and requesting additional assistance in securing a replacement hilt. They are the best at remedying situations such as these! You can reach out to these incredible individuals by phone at 1-877-560-6477 or via email at merchandise.guest.services@disneyparks.com. If you choose to reach out via phone, they are available from 9 a.m.-5 p.m. EST Monday- Friday.
I hope they can help you fix your Padawan’s lightsaber so he can return to his training regime. With a little more training, your son will be ready for a custom
Savi’s Workshop lightsaber very soon.
May the Force be With You and Your Padawan!
Ashley F.