My son did the exact same, i thought I'd share the fix because it looks like a common fault. I found the problem wasn't a detached string in the mouth but a broken plastic pivot in the body. I replaced it for a screw & cookie works fine now, took me 30 mins plus some stitching.
- make a neat cut straight down cookies belly fur from chin to base.
- open him up gently, there's 7 screws on the case to undo - 2 of them are quite deep which hold the backpack on.
- separate the front section by titling from the bottom upwards.
- on the right hand side you'll see 3 cams for the head movement - turn him on/ move his head if you're unsure
- the horizontal one has a white plastic peg that it uses for the pivot, this is what had snapped off in mine.
- so, remove the lower cam & it's 2 screws. remove the horizontal cam. get rid of the white peg. remove the screw on the white box behind where the peg sat.
- now use a new screw to replace the pivot point and fix the horizontal cam to the box - don't tighten it right up,it needs to move. I used a 1/2" no.8 screw.
- replace other cam - again don't tighten it right up, it needs to move.
- replace front cover - takes a bit of guiding into place.
- replace screws & stitch his stomach back up.
This worked for me, hope it helps.
I have the same problem . . . did you ever solve it?
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