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LeapFrog Enterprises, Inc.

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Reviews LeapFrog Enterprises, Inc.

LeapFrog Enterprises, Inc. Reviews (28)

Initial Business Response /* (1000, 5, 2015/12/22) */
At *** we take great pride in ensuring our customer's satisfaction is metI *** personal reached out Mrs*** to identify next steps needed to resolve their concern
Thank you,
*** Enterprises
Initial Consumer Rebuttal /*
(2000, 7, 2015/12/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Mario Alia- customer service manager North Ametica reached out to me the very next day after I filed my complaintHe quickly took charge and decided that after my ordeal was unacceptable, he talked to his team and got a new, upgraded version next day UPS'd to my homeNow THAT is customer service!
Complaint Response Date bumped because: Holiday

Initial Business Response /* (1000, 5, 2015/10/06) */
*** ***
Case ID: XXXXXXXX
Consumer interaction recap is listed below:
On (7/06/2015) *** *** contacted us via email regarding an issue with a LeapPad which had screen frizzing issuesOn (7/11/2015) *** *** contacted us again
regarding a new issues, which was regarding a "memory full" promptIn both cases, we responded with necessary troubleshooting resolution steps to resolve the issues via email
On (7/22/2015) *** *** contacted us reading "memory full" prompt againWe offered to send a return shipping label (at our cost) to obtain the unit back at office for testingIf there is any problem with the unit we would send a new unitAs of today we have not received any communication back from *** *** to move forward in the process and to confirm the shipping address
At *** we take great pride in ensuring our customer's satisfaction is metPlease have *** contact our customer service depart at ***@***.com or (XXX) XXX-XXXX and we would be more than happy to address and correct any issues that *** may haveAlso please find the attached warranty policy link http://www.***.com/en-us/legal/warranty
Thank you,
*** Enterprises
Initial Consumer Rebuttal /* (3000, 7, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was not offered a shipping labelI was told they would not move forward with a warranty issue unless I was able to prove to them that I had tried all of their trouble shootingI sent detailed emails including screenshots of the message I was gettingThey would then ( after making me wait days each time) respond without actually looking at the previous emailsThey kept giving me new things to try that were impossible due to the original problemAll I am asking is that they honor the one year warranty that they advertiseI have a defective device and after several contacts via email and social media I feel that this is the only avenue left to try as the customer service at leappad has made it clear that they *** not do the right thing
Final Business Response /* (4000, 21, 2015/11/09) */
At *** we take great pride in ensuring our customer's satisfaction is metWe have made a number of attempts to reach Ms*** to identify next steps needed to resolve their concern with no succesThe dates are listed below:
10/06/
10/12/
10/16/
10/21/
Please have Ms*** provide us with the best day, time and phone where she can reachWe would like to speaker to her to identify next steps needed to resolve their concern
Thank you
*** Customer Service
NOTICE TO CONSUMER FROM Revdex.com:
Please note that this *** be a final response request from the businessI understand that you wish to have all communication in writing, however, in order to resolve this matter, you *** need to speak to the business directly via phonePlease respond as the business has requested so that this matter can be resolvedThank youPat Singleton
Final Consumer Response /* (4200, 23, 2015/11/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The 10/21/date was the last time I emailed them, they did not attempt to contact me that dayI have not gotten a response since that dayThey have my E-mail address and I have told them that I prefer to correspond in writing
At this point I have given up on getting a replacementThey have proven that they *** not honor the one year warranty under any circumstancesI am not asking for something unreasonable, I only asked for a replacement of a defective device
The customer service people told me that I have to try to prove that the device is really defectiveI followed their instructions and still was never offered a replacementAs the customer I don't feel like I should have to jump through hoops to prove the defective device they sold me months prior did not work
If they had any interest in doing the right thing they would send me a return shipping label so I could send the non working deviceAnd they could send back a new oneThey clearly *** go to great lengths to avoid doing thisThat is all I was asking forI spent $on the leappad and have about $worth of games that are now useless
So I give upI *** count this as a lossI have done everything I can do to get my very disappointed daughter a working leappad, and have failedI *** make sure that everyone I know that has children know how leappad's customer service is

Initial Business Response /* (1000, 5, 2015/04/22) */
*** ***
Revdex.com CASE#:XXXXXXXX
At *** we take great pride in ensuring our customer's satisfaction is metWe have reviewed Mr*** account and identify our last interaction was on @716Am PST .Our service department had sent
Mr*** the instruction on the replacement processWe deeply value our relationship with Mr*** and we *** reach out to him today to identify next steps to ensure that we resolve and address his concern
Thank you,
*** Enterprises

Complaint: ***I am rejecting this response because:
This is just an unacceptable responseIt is clear that this business does not care about the impact that its products have on its intended consumers, nor does it care about the impact of products so easily brokenIt clearly only cares about money, and not about kids.Sincerely,*** ***

Initial Business Response /* (1000, 5, 2016/01/04) */
At *** we take great pride in ensuring our customer's satisfaction is metI have personal called on 01.04.XX XX:XX am at the following phone number XXX-XXX-XXXXand email (XXX-XXX-XXXX) to identify next steps needed to resolve their
concern
Thank you,
*** Enterprises

Initial Business Response /* (1000, 5, 2015/11/02) */
*** ***
Case ID: XXXXXXXX
At *** we take great pride in ensuring our customer's satisfaction is metMrs*** Called us on 10/29/regarding her LeapPad Ultra having cracked screenWe informed Mrs*** that cracked
screens are not cover under *** Enterprises warranty (click on the attached link for more info regarding our warrantyhttp://www.***.com/en-us/legal/warranty )However we did offer Mrs*** the ability purchase a brand new LeapPad at a discounted price as a one-time courtesy, which in almost all cases is below the cost of repairing a cracked screen by a third party
Please have Mrs*** contact us at ***@***.com or (XXX) XXX-XXXX is she would like purchase a brand new LeapPad at a discounted price as a one-time courtesy our we assist her
Thank You
*** Customer Service
Initial Consumer Rebuttal /* (3000, 7, 2015/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't not accept all of this due to the fact they still do not give information on how to make a formal complaintThe deal they give is the same as me buying one on Amazon as well which makes it in this day and age hard to replaceThey do not take that into consideration at allWhich means my kids are out a tablet and the $I spent on games for themI am not the only person who has had this issue and I'm sure they *** get reported again
Final Business Response /* (4000, 9, 2015/11/09) */
*** ***
Case ID: XXXXXXXX
As a gesture of good we did offer Mrs*** the ability purchases a brand new LeapPad at a discounted price from *** EnterprisesAgain, cracked screens are not cover under *** Enterprises warranty and we (click on the attached link for more info regarding our warrantyhttp://www.***.com/en-us/legal/warranty )
Please have Mrs*** contact us at ***@***.com or (XXX) XXX-XXXX is she would like purchase a brand new LeapPad at a discounted price as a one-time courtesy our we *** assist her
Thank You
*** Customer Service
Final Consumer Response /* (4200, 11, 2015/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They keep repeating themselves I understand about the warranty that doesn't help with many people's problems with their product but they are not explaining why they do not have the information on how to make a formal complaint with their businessIn fact as far as their supervisor goes as to their service center they do not have information how to make a formal complaint to their businessThey are not even bringing it up in their responses they just keep repeating themselves about the warrantyI would like to know why customers cannot make formal complaint to the business or have the number to make formal complaint to the business?

In speaking with the consumer, we advised the consumer that the item was out of warranty at this time and it could not be replaced with another unit

Initial Business Response /* (1000, 5, 2016/01/18) */
The LeapReader is a different product from Tag Reader***'s advertising and website is very clear in what Tag books are compatible with the Tag
Reader:
http://www.***.com/en-us/support/products/leapreader/compatible
http://***.***
The Tag Reader was released in and only those Tag books which were already out of print when LeapReader was released in are not compatible with LeapReader
*** does not have permission from the copyright owners of the out-of-print books to re-purpose these titles for a new platform
Initial Consumer Rebuttal /* (3000, 7, 2016/01/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept your response regarding copyright issues*** chose to not include selected Tag Reader books, making unknown numbers of books purchased by their loyal customers, obsoleteExample: The Solar System, Adventure Pack, is not an authored, copyrighted storyIt is an interactive map that was specifically designed by and for ***I do accept the premise that *** was incapable of transferring their audio library to their renamed product
Final Business Response /* (4000, 9, 2016/01/26) */
Compatibility information between the Tag Reader and LeapReader systems has been clearly available on the *** website continuously since the LeapReader release in As a matter of fact, the compatibility question is the very first visible FAQ on both the LeapReader and Tag Reader support pages:
http://www.***.com/en-us/support/products/leapreader
http://www.***.com/en-us/support/products/tag
Each and every compatible book is listed individually on ***'s website here: http://www.***.com/en-us/support/products/leapreader/compatible and has been since The Tag Solar system book IS included on this compatibility list
If the customer was concerned about compatibility of the two systems prior to purchase, the information was readily and clearly available on our website, or they could have contacted our customer support and asked the question
If the customer is not satisfied with the LeapReader, we would suggest returning it to the place of purchase

Initial Business Response /* (1000, 5, 2015/09/30) */
Case ID: XXXXXXXX
At *** we take great pride in ensuring our customer's satisfaction is metOn 9/28/we talked to Mr*** and educated him on *** Enterprises year warranty on LeapPadHis device is exceeded the one year
warranty coveragePlease see the attached link with more detail regarding our warranty: http://www.***.com/en-us/legal/warranty
Thank you,
*** Enterprises
Initial Consumer Rebuttal /* (3000, 7, 2015/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If they ensure customer satisfaction why am I not satisfied there products are a Ripp off
Final Business Response /* (4000, 9, 2015/10/07) */
*** Enterprises has a one year warranty on LeapPad'sIf Mr*** is able to provide us with a poof purchase for the unit within one year, we *** fulfill are warranty obligation and replace the unit
Thank You
*** Customer Service
Final Consumer Response /* (4200, 11, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The product was a gift and was opened several months after purchass leapfrogs one year warrantee is unreasonable I believe the company has horrible customer serviceThe product is for a child so the item was bought so the child could use it in the future as she got olderShe used it two times and now it doesn't workLeap frog could resolve this with no problem if they could repair or replace the unit which they *** not doI have children Counting my nieces and nephews and I *** make sure no one *** ever purchass a leap frog product again and I *** be starting a blog

Complaint: ***I am rejecting this response because:You sold a product that can't last more than a year due to you can not change the
battery. This is misleading and was not communicated in your product information. Your warranty is designed to fail right after the warranty expiration.Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/12/18) */
*** ***
Revdex.com CASE#: XXXXXXXX
At *** we take great pride in ensuring our customer's satisfaction is metOn 11/30/we talked to Ms*** and educated her on *** Enterprises year warranty on LeapPadPlease see the attached
link with more detail regarding our warranty: http://www.***.com/en-us/legal/warrantyWe also ask for a picture on the unit as part of the warranty claim processHowever, when we received a picture of the unit / LeapPad and it was taken a part by the customer and in three piecesPlease see that attached pictureThe claim was declined due to the unit being tamper with and disassembled by the customerPlease sees the attached link with more detail regarding our warranty: http://www.***.com/en-us/legal/warranty
At *** we take great pride in ensuring our customer's satisfaction is metI have personal reached out to the customer today to identify next steps needed to resolve their concern
Thank you,
*** Enterprises

Initial Business Response /* (1000, 5, 2015/09/25) */
*** ***
Case ID: XXXXXXXX
At *** we take great pride in ensuring our customer's satisfaction is metWe looked at Mrs*** online account and can see that she has a $available balance (Customer ID: XXXXXXXX_USD)However,
we have no record as of X-of Mrs*** emailing us or calling usIf she did contact us via email she should have received an auto response with a case numberPlease have Mrs*** contact us at (XXX) XXX-XXXX and reference case number from the email auto response or email address and we can assistance her
Thank You
*** Customer Service

Initial Business Response /* (1000, 5, 2015/06/29) */
On Thursday, April 02, XXXX X:XX AM, we informed Mr*** if the sequence of number and symbols being used is longer than characters it was not supported by our productMr*** password ** his apartment complete has shared network
which uses characters and symbols (which is not supported by our device)We also had Mr*** test the on the network with a password *** characters and the unit worked as design with no issuesMr*** acknowledge that the LeapPad the units does not support a password *** than charactersWe also sent Mr*** cartridge games as a gesture of good ***
There is no defect or issues with the productLIMITED HARDWARE WARRANTY AND LIABILITY :( http://www.***.com/en-us/legal/warranty)
However Mr*** can check with the retailer where the item was purchased regarding their refund and return policy
Initial Consumer Rebuttal /* (3000, 7, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On April the email I received from Facebook Support (presume *** S.) that said "Our team is looking into a possible option for a future update for the tablets' via *** connect."
Does this mean an update is never going to be released because it is not physically possible to fix this issue due a constraint in the design of the product?
The WPA2/IEEE 802.11i-wifi standard dictates a password ** up to characters can be used so my assumption on purchasing this device was that it met that standardOut of the many wifi devices I have (tablets, smartphones, PCs, media players, thermostats) all of them accept a password ** characters
If there is no update going to be released and in order to progress to an acceptable solution are there any other *** products that accept a character wifi password *** I could exchange it for? Such as your newer products e.g*** Platinum?
Final Business Response /* (4000, 9, 2015/07/06) */
There is no defect or issues with the product; however Mr*** has the option of changing his current password ** reduce the number of characters to gain access to his WiFiWe have also attached *** limited warranty and liability policy regarding our refund and return policy for his viewing(http://www.***.com/en-us/legal/warranty)
Please let us know if you have any further questions regarding this incident
Thank you,
*** Enterprises
Final Consumer Response /* (4200, 11, 2015/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I *** proceed to seek legal counsel as I disagree with the response given and my questions regarding addressing the issue/limitation or what ever else you would like to call it are being ignoredCase closed

Initial Business Response /* (1000, 5, 2016/01/04) */
[redacted]
Revdex.com CASE#: XXXXXXXX
We did have an unscheduled "outage "and not system maintenance on our website. We place notification on our site and social media apologizing to our customer and acknowledging the outage. However, our...

LeapPad 2 tablets as the ability to allow a child to play without registering the unit. At [redacted] we take great pride in ensuring our customer's satisfaction is met and again this was not schedule system maintenance or an upgrade.
I have personal reached out to the Miss. [redacted] 01.04.XX X:XX am to identify next steps needed to resolve their concern.
Thank you,
[redacted] Enterprises

Initial Business Response /* (1000, 5, 2015/12/02) */
[redacted]
Case ID: XXXXXXXX
At [redacted] our website provide customers with product description and MSRP pricing for hard goods. We also do not sell or ship any hard good from our website as well. However, we have no control of the price...

point the retails are utilizing. At [redacted] we take great pride in ensuring our customer's satisfaction is met. I [redacted] personal reached out to Mr. [redacted] via email today 12/02/15 @ [redacted]@yahoo.com to identify next steps needed to resolve their concern.
Thank you,
[redacted] Enterprises

Thank you for the feedback. We do sympathize with this situation but the box, and the manual clearly indicate that this is an internal battery and cannot be changed. The manual and the web site are clearly marked with all warranty information and warranty duration periods. The batteries on these units are not faulty. We do apologize for any inconveniences this may have caused.

Initial Business Response /* (1000, 5, 2016/01/04) */
At [redacted] we take great pride in ensuring our customer's satisfaction is met. I have personal called 01.04.XX XX:XX am at the following phone number XXX-XXX-XXXX and email ([redacted]@yahoo.com) to her at 9:03am PST to identify next steps...

needed to resolve their concern.
Thank you,
[redacted] Enterprises
Initial Consumer Rebuttal /* (2000, 7, 2016/01/07) */
Good morning. The company has reached out to me in regards to the issues I was having with my LP3 tablets and I am happy with the results. Thank you for your assistance in my case. Have a wonderful day.

Initial Business Response /* (1000, 5, 2015/11/24) */
[redacted]
Revdex.com CASE#: [redacted]
On 9/29/15 @ 3:37 PM PST we informed Ms. [redacted] that cracked screens and other accidental damages are not covered by warranty. We also offer Ms. [redacted] the ability purchase a brand new LeapPad...

at a discounted price as a one-time courtesy, which in almost all cases is below the cost of repairing a cracked screen by a third party.
However, at LeapFrog we take great pride in ensuring our customer's satisfaction is met. We will call the consumer at [redacted] an email her [email protected] today to identify next steps needed to resolve their concern.
Thank You.
LeapFrog Customer Service

Initial Business Response /* (1000, 5, 2015/11/24) */
[redacted]
Revdex.com CASE#: XXXXXXXX
On November 19, 2015 @ 8;41AM PST we informed Ms. [redacted] that warranty is 3 months from the original purchase date, claims are subject to verification of the existence of the defect in the product, and...

receipt of valid proof of the purchase date is required. Please see out attached link regaridn our warranty and return policy: http://www.[redacted].com/en-us/legal/warranty
However, at [redacted] we take great pride in ensuring our customer's satisfaction is met. We [redacted] call the consumer at XXX-XXX-XXXXand email her at [redacted]@gmail.com today to identify next steps needed to resolve their concern.
Thank You.
[redacted] Customer Service
Initial Consumer Rebuttal /* (2000, 7, 2015/11/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Was contacted by [redacted], and they are not only replacing the product, but they apologized for my experience with their Customer Service. I am fully satisfied with the resolution, and they really went above and beyond to fix the issue. I feel fully confident in purchasing [redacted] products in the future. Thank you.

Initial Business Response /* (1000, 5, 2015/12/15) */
[redacted]'s warranty covers defects in material and workmanship. It specifically excludes cracked screens and any damage due to accident, abuse or any other reason not releated to defective materials or workmanship...

(http://www.[redacted].com/en-us/legal/warranty).
As a gesture of goodwill, although the cracked screen is not covered by warranty, [redacted] offered the customer a brand new replacement tablet at less than the cost of repairing a cracked screen.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I think they should replace it . They offered us a price of 59.99 I believe and I could get a new one on amazon for 64.99 so in reality they are only giving you a 5 dollar discount if I can get it somewhere for only 5 dollars less. And also these are made for little kids and there own stick that they include with it is the cause of the crack. if they are so easily cracked with something like that they should make a softer tip on that for small children. They know that with little children chances are the screen breaking would be the main thing that could happen to it therefore they void the warranty and then they dont have to replace them. Even if they would lower the price to 40 (the cost of insurance you can get on it) and I did not purchase it for him it was a gift cause I would have gotten that just to be safe . At least that would show some good [redacted] on there part. There warranty policy to me is unrealistic. Thank You [redacted]
Final Business Response /* (4000, 9, 2015/12/23) */
To reiterate our previous response, [redacted]'s warranty covers defects in material and workmanship. It specifically excludes cracked screens and any damage due to accident, abuse or any other reason not releated to defective materials or workmanship (http://www.[redacted].com/en-us/legal/warranty).
For shops that repair tablet screens, the typical cost of replacing a 7" tablet screen is $99 or above. [redacted] has offered the customer a brand new tablet at a significant discount to the cost of replacing the screen. The LeapPad Ultra originally retailed for $149 when it was released in 2013, and was dropped to $129 in 2014. As the LeapPad Ultra has been replaced by a newer model in the second half of 2015, some retailers are selling it at a significant to the $129 MSRP. If the customer can find a retailer that is selling the tablet at a price lower than our discounted offer, we suggest she purchase the replacement there.
Complaint Response Date bumped because: Holiday

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