Initial Business Response / [redacted] (1000, 5, 2016/01/04) */ [redacted] Revdex.com CASE#: XXXXXXXX We did have an unscheduled "outage "and not system maintenance on our websiteWe place notification on our site and social media apologizing to our customer and acknowledging the outageHowever, our LeapPad tablets as the ability to allow a child to play without registering the unitAt [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
LeapFrog's warranty policy covers defects in material and workmanship, and excludes damages due to accidents, and more specifically, cracked screens [redacted] "This warranty is void and will not apply if the product is: Damaged by accident, unreasonable use, neglect, abuse, misuse or other reasons unrelated to defective materials or workmanship;, including but not limited to cracked or broken screens;" Contrary to [redacted] claims, LeapFrog does not advertise or imply that the screen of the LeapPad tablet is unbreakableThe LeapPad tablet uses the same type of glass screen as more expensive adult tablets, and the glass may crack if subjected to impact or if the tablet is droppedMost retailers that sell tablets offer for an additional fee an optional accident insurance warranty to cover issues such as cracked screens which are not covered by the manufacturer's warranty Ms [redacted] also accuses LeapFrog of falsely advertising it's own accident insurance policy, the "LeapFrog kid-proof warranty" LeapFrog does not falsely advertise this accident insurance warranty, we stand 100% behind this program As is clearly stated in the program terms [redacted] , this accident insurance is exclusively limited to LeapPad tablets purchased directly from the LeapFrog website between October 29, and March 31, If Ms [redacted] purchased either damaged tablet directly from LeapFrog.com during the period this program was in effect, she can contact LeapFrog Customer Support with her order number and upon verification, the tablets will be replaced under this accident insurance policy
Thank you for the feedbackWe do sympathize with this situation but the box, and the manual clearly indicate that this is an internal battery and cannot be changedThe manual and the web site are clearly marked with all warranty information and warranty duration periodsThe batteries on these units are not faultyWe do apologize for any inconveniences this may have caused
Initial Business Response / [redacted] (1000, 5, 2015/08/27) */ Case ID: XXXXXXXX Consumer interaction recap is listed below: On (08/25/2015) Mr [redacted] contacted us regarding an issue with her LeapPad Ultra that had either distorted or black line across the screen On (08/25/2015) [redacted] agent responded with the following statement: We are sorry to hear that you are having this issue on the LeapPad UltraPlease send us a picture (as an attachment) showing the screen on your device and provide us with the following information: Full name: Shipping Address: Phone number: Date and location of purchase: Order# if purchased on [redacted] .com: Product Alphanumeric codes engraved or stamped on the back of the unit below the Model Number, (e.gXXXXXXXAG): Once you have provided this information, we [redacted] see what we can do for youShould you have further queries, please let us know NOTE: As 8/26/we have received any of the above informationWithout the above information we would be able to determine the best resolution for Mr[redacted] At [redacted] we take great pride in ensuring our customer's satisfaction is metI have personal reached out 8/27/XX X:XX am to identify next steps needed to resolve their concern Thank you, [redacted] Enterprises Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/28) */ This has been resolved a nice gentleman named [redacted] took care of this very quickly.So nice to see a company do whats right and stand by it's product
Initial Business Response / [redacted] (1000, 5, 2015/11/24) */ [redacted] Revdex.com CASE#: [redacted] On 9/29/@ 3:PM PST we informed Ms [redacted] that cracked screens and other accidental damages are not covered by warrantyWe 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 metWe 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 / [redacted] (1000, 5, 2015/12/15) */ [redacted] 's warranty covers defects in material and workmanshipIt 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 / [redacted] (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 I believe and I could get a new one on amazon for so in reality they are only giving you a dollar discount if I can get it somewhere for only dollars lessAnd also these are made for little kids and there own stick that they include with it is the cause of the crackif they are so easily cracked with something like that they should make a softer tip on that for small childrenThey 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 themEven if they would lower the price to (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 partThere warranty policy to me is unrealisticThank You [redacted] Final Business Response / [redacted] (4000, 9, 2015/12/23) */ To reiterate our previous response, [redacted] 's warranty covers defects in material and workmanshipIt 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 $or above [redacted] has offered the customer a brand new tablet at a significant discount to the cost of replacing the screenThe LeapPad Ultra originally retailed for $when it was released in 2013, and was dropped to $in 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 $MSRPIf 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
Initial Business Response / [redacted] (1000, 5, 2015/11/11) */ The books "The Cat and the Hat" and "Miss Spider's Tea Party" are clearly labeled as books for the Tag Reading System, not the LeapReader systemThe accompanying audio files for these books are available for owners of the Tag Reading System Contrary to what Mr [redacted] states, these two titles are not indicated anywhere on the books, [redacted] 's website, or in [redacted] 's advertising as being compatible with the LeapReader system [redacted] 's website clearly explains the LeapReader's compatibility with books from the discontinued Tag Reading System is limited to titles which were still in print at the time the LeapReader was released in http:// [redacted] [redacted] (the two titles in question were out-of-print at that time) [redacted] 's website also includes a complete list of Tag Reader books that are compatible with the LeapReader system http://www[redacted] .com/en-us/support/products/leapreader/compatible This was properly explained to Mr [redacted] when he contacted [redacted] for assistance with this matter Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) What [redacted] stated is not completely true, the LeapReader system (Pen) states that it supports both the Tag and LeapReader books If it states otherwise according to [redacted] , [redacted] should have diligent to clearly state on their Tags books by printing "not support for Leapreader"As the books were selling at physical store, [redacted] didn't make any efforts to distinguish the difference and make awareness to customers The points are that the LeapReader system supports both type of books, it should be held responsible for this This has caused huge painful experience and inconvience to use their products Final Business Response / [redacted] (4000, 9, 2015/11/23) */ [redacted] does and always has made very clear the compatibility between its LeapReader system and Tag Reader systemThe box of the LeapReader indicates the LeapReader is compatible with select Tag Reader books only [redacted] 's website has provided compatibility information and a full list of the compatible books between the two systems since LeapReader was released and Tag Reader was discontinued in http:// [redacted] .custhelp.com/app/answers/detail/a_id/ [redacted] http://www[redacted] .com/en-us/support/products/leapreader/compatible In Mr***'s latest reponse he wrote " [redacted] should have diligent to clearly state on their Tags books by printing "not support for Leapreader"As the books were selling at physical store, [redacted] didn't make any efforts to distinguish the difference and make awareness to customers." The two books in question, "The Cat and the Hat" and "Miss Spider's Tea Party" are clearly labeled as books for the Tag Reading System and make no reference to the LeapReader systemThe LeapReader didn't exist when these two books were printedThese books were out of print and last sold over a full year prior to the LeapReader being conceived of or released [redacted] considers Mr.***'s claim of "advertising" as being completely baseless Final Consumer Response / [redacted] (4200, 11, 2015/11/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Very disappointed about how [redacted] responding this issue and still hiding the fact In their last response, The LeapReader is indeed the latest and most expensive of their line, and the sole reason we bought it because it states support both the new and TAG (old) booksThere should be no doublt at all the newest, most expensive and the top of their line product to support new and old books, espeically it is stated in the box Yet, every disappointed that [redacted] is making every excuse to block users enjoying the items I am so regrteed that this is the company and their attitude we have been supporting
Initial Business Response / [redacted] (1000, 5, 2015/12/02) */ [redacted] Case ID: XXXXXXXX At [redacted] our website provide customers with product description and MSRP pricing for hard goodsWe also do not sell or ship any hard good from our website as wellHowever, we have no control of the price point the retails are utilizingAt [redacted] we take great pride in ensuring our customer's satisfaction is metI [redacted] personal reached out to Mr [redacted] via email today 12/02/@ [redacted] @yahoo.com to identify next steps needed to resolve their concern Thank you, [redacted] Enterprises
Initial Business Response / [redacted] (1000, 5, 2016/01/04) */ At [redacted] we take great pride in ensuring our customer's satisfaction is metI 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 / [redacted] (2000, 7, 2016/01/07) */ Good morningThe company has reached out to me in regards to the issues I was having with my LPtablets and I am happy with the resultsThank you for your assistance in my caseHave a wonderful day
Initial Business Response / [redacted] (1000, 5, 2015/10/07) */ [redacted] Case ID: XXXXXXXX At [redacted] we take great pride in ensuring our customer's satisfaction is metBase on all of the information provided by Mrs [redacted] we are not been able to locate any interactions with our customer service department However, due to the fact cracked screens are not cover under warranty [redacted] does not have a repair facility or replacement screensMrs [redacted] may want to utilize some of the online store such as eBay or Amazon to possible located a use unit as low as $http://www.ebay.com/itm/ [redacted] -LeapPad-2-Explorer-Kids-Learning-Tablet-Camera-and-Game-/XXXXXXXXXXXX?hash=item...⇄ Thank You [redacted] Customer Service Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I guess I just don't understand what kind of customer service this isThis is basically what the call center said, too bad go buy another oneI think that is terrible customer service and a company should stand behind their productsSo, I don't accept this response and if Leap Frog is not willing to help resolve this matter other than telling me to go buy another one of their products, I would like the case to show on the Revdex.com website as unsatisfactory and unresolvedIf you sell expensive products like this for KIDS you should be willing to baor offer product repairsI think other buyers should beware of their terrible customer service practices Final Business Response / [redacted] (4000, 9, 2015/10/12) */ I have personal and email the customer at ( [redacted] @hotmail.com )at 8:26am PST to identify next steps needed to resolve their concern Thank you, [redacted] Enterprises
Initial Business Response / [redacted] (1000, 5, 2015/06/11) */ Mr [redacted] had contacted us regarding issues with one of the headphones he had purchased on 12/24/At [redacted] we take great pride in ensuring our customer's satisfaction is metSo, we replaced the headphones form Mr [redacted] and with each replacement we required to obtain the old unit in exchange for the new replacement On 01/30/XXXX XX:XX AM -We replace Mr [redacted] 's green headphoneThe replacement was shipped via UPS Tracking # 1Z591V84YWXXXXXXXX and delivered 02/06/at 2:P.MHowever, we never receive the old unit back On 04/01/XXXX XX:XX PM -Mr [redacted] contacted us with issues with his second Pink headphonesOur warranty and return policy is days from the date of purchase and at this point Mr [redacted] headphones were out of warrantyHowever, we also replaced the second headphones as well no question asked to ensuring Mr [redacted] 's satisfaction was metThe replacement was shipped via UPS Tracking # 1Z591VXXXXXXXXXXXX and delivered 04/10/at 5:P.MHowever, we never receive the old unit back again On 04/08/XXXX XX:XX AM Mr [redacted] contact us asking for a refundAgain to ensure ensuring MrMillers satisfaction was metWe informed Mr [redacted] our warranty for return is days from the date of purchase and at this point the headphones out of warrantyHowever, we informed Mr [redacted] that he may send the headphones back to us including the replacement we sent him( we needed a total of headphone back the broken unit and the new replacement unit) and we [redacted] process a refund on your account On 05/18/XXXX XX:XX PM we received a package from Mr [redacted] , however when we opened the box it only had the two damage headphone and not the two new oneIn order to complete the refund for Mr [redacted] we need to obtain all four headphones Please see the attached picture of the only two damage units that was sent back to us Please let us know if you have any further questions regarding this incident Thank you, [redacted] Enterprises Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) At this point if they could replace the headphones and refund me the cost of shipping headphones to themI would be somewhat satisfied Final Business Response / [redacted] (4000, 16, 2015/07/17) */ Please find the attached email of one of the email that [redacted] sent to [redacted] on 04/08/XXXX XX:XX AM stating we need receive both sets of headphones Once we receive the additional replacement headphones from Mr [redacted] we [redacted] move forward with the refund processPlease have Mr [redacted] ship the balance of the headphones to [redacted] Enterprises, Inc [redacted] XXXXX Att: customer service Please let us know if you have any further questions regarding this incident Thank you, [redacted] Enterprises Final Consumer Response / [redacted] (4200, 18, 2015/07/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I didn't ask for a refund on my last response!!!! Did they even read it? I do not I repeat do not have the defective headphones(one broke off in the leap padWhich that leap pad was replaced)Please send replacement headphones for those sent back to your customer service department so I can be done with this ordeal! Thank you
We can only conclude that Ms [redacted] is confusing our product or advertising with something from another company LeapFrog does not, and has not ever advertised our tablets as being "drop-proof" Our tablet screens are made of glass, and like anything made of glass, the tablet screens are subject to cracking or breakage if subjected to impact This is why optional accident insurance policies such as [redacted] are available for purchasers of tablets and smart phones LeapFrog's products are warrantied for defects in materials or workmanship Damages to a product due to accident, abuse or neglect are the not the responsibility of the the product manufacturer
Initial Business Response / [redacted] (1000, 5, 2015/05/13) */ [redacted] Case ID: XXXXXXXX Consumer interaction recap is listed below: On January XX XXXX @ 11:46am we received an email from the consumer regarding a LeapPad having a crack screenOur customer support team responded to the consumer on January XX XXXX @ 11:55am asking the consumer for additional information to identify a resolutionHowever, the consumer never responded with any of the information we requestedPlease find the attached file of our interaction / discussion thread with [redacted] At [redacted] we take great pride in ensuring our customer's satisfaction is metWe [redacted] call the consumer @ XXX-XXX-XXXX and email her @ [redacted] @yahoo.com at today 9:0am PST to identify next steps needed to resolve their concern Thank you, [redacted] Enterprises
Initial Business Response / [redacted] (1000, 5, 2016/01/04) */ [redacted] Revdex.com CASE#: XXXXXXXX We did have an unscheduled "outage "and not system maintenance on our websiteWe place notification on our site and social media apologizing to our customer and acknowledging the outageHowever, our LeapPad tablets as the ability to allow a child to play without registering the unitAt [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
LeapFrog's warranty policy covers defects in material and workmanship, and excludes damages due to accidents, and more specifically, cracked screens [redacted] "This warranty is void and will not apply if the product is: Damaged by accident, unreasonable use, neglect, abuse, misuse or other reasons unrelated to defective materials or workmanship;, including but not limited to cracked or broken screens;" Contrary to [redacted] claims, LeapFrog does not advertise or imply that the screen of the LeapPad tablet is unbreakableThe LeapPad tablet uses the same type of glass screen as more expensive adult tablets, and the glass may crack if subjected to impact or if the tablet is droppedMost retailers that sell tablets offer for an additional fee an optional accident insurance warranty to cover issues such as cracked screens which are not covered by the manufacturer's warranty Ms [redacted] also accuses LeapFrog of falsely advertising it's own accident insurance policy, the "LeapFrog kid-proof warranty" LeapFrog does not falsely advertise this accident insurance warranty, we stand 100% behind this program As is clearly stated in the program terms [redacted] , this accident insurance is exclusively limited to LeapPad tablets purchased directly from the LeapFrog website between October 29, and March 31, If Ms [redacted] purchased either damaged tablet directly from LeapFrog.com during the period this program was in effect, she can contact LeapFrog Customer Support with her order number and upon verification, the tablets will be replaced under this accident insurance policy
Thank you for the feedbackWe do sympathize with this situation but the box, and the manual clearly indicate that this is an internal battery and cannot be changedThe manual and the web site are clearly marked with all warranty information and warranty duration periodsThe batteries on these units are not faultyWe do apologize for any inconveniences this may have caused
Initial Business Response / [redacted] (1000, 5, 2015/08/27) */ Case ID: XXXXXXXX Consumer interaction recap is listed below: On (08/25/2015) Mr [redacted] contacted us regarding an issue with her LeapPad Ultra that had either distorted or black line across the screen On (08/25/2015) [redacted] agent responded with the following statement: We are sorry to hear that you are having this issue on the LeapPad UltraPlease send us a picture (as an attachment) showing the screen on your device and provide us with the following information: Full name: Shipping Address: Phone number: Date and location of purchase: Order# if purchased on [redacted] .com: Product Alphanumeric codes engraved or stamped on the back of the unit below the Model Number, (e.gXXXXXXXAG): Once you have provided this information, we [redacted] see what we can do for youShould you have further queries, please let us know NOTE: As 8/26/we have received any of the above informationWithout the above information we would be able to determine the best resolution for Mr[redacted] At [redacted] we take great pride in ensuring our customer's satisfaction is metI have personal reached out 8/27/XX X:XX am to identify next steps needed to resolve their concern Thank you, [redacted] Enterprises Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/28) */ This has been resolved a nice gentleman named [redacted] took care of this very quickly.So nice to see a company do whats right and stand by it's product
Initial Business Response / [redacted] (1000, 5, 2015/11/24) */ [redacted] Revdex.com CASE#: [redacted] On 9/29/@ 3:PM PST we informed Ms [redacted] that cracked screens and other accidental damages are not covered by warrantyWe 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 metWe 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 / [redacted] (1000, 5, 2015/12/15) */ [redacted] 's warranty covers defects in material and workmanshipIt 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 / [redacted] (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 I believe and I could get a new one on amazon for so in reality they are only giving you a dollar discount if I can get it somewhere for only dollars lessAnd also these are made for little kids and there own stick that they include with it is the cause of the crackif they are so easily cracked with something like that they should make a softer tip on that for small childrenThey 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 themEven if they would lower the price to (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 partThere warranty policy to me is unrealisticThank You [redacted] Final Business Response / [redacted] (4000, 9, 2015/12/23) */ To reiterate our previous response, [redacted] 's warranty covers defects in material and workmanshipIt 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 $or above [redacted] has offered the customer a brand new tablet at a significant discount to the cost of replacing the screenThe LeapPad Ultra originally retailed for $when it was released in 2013, and was dropped to $in 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 $MSRPIf 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
Initial Business Response / [redacted] (1000, 5, 2015/11/11) */ The books "The Cat and the Hat" and "Miss Spider's Tea Party" are clearly labeled as books for the Tag Reading System, not the LeapReader systemThe accompanying audio files for these books are available for owners of the Tag Reading System Contrary to what Mr [redacted] states, these two titles are not indicated anywhere on the books, [redacted] 's website, or in [redacted] 's advertising as being compatible with the LeapReader system [redacted] 's website clearly explains the LeapReader's compatibility with books from the discontinued Tag Reading System is limited to titles which were still in print at the time the LeapReader was released in http:// [redacted] [redacted] (the two titles in question were out-of-print at that time) [redacted] 's website also includes a complete list of Tag Reader books that are compatible with the LeapReader system http://www[redacted] .com/en-us/support/products/leapreader/compatible This was properly explained to Mr [redacted] when he contacted [redacted] for assistance with this matter Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) What [redacted] stated is not completely true, the LeapReader system (Pen) states that it supports both the Tag and LeapReader books If it states otherwise according to [redacted] , [redacted] should have diligent to clearly state on their Tags books by printing "not support for Leapreader"As the books were selling at physical store, [redacted] didn't make any efforts to distinguish the difference and make awareness to customers The points are that the LeapReader system supports both type of books, it should be held responsible for this This has caused huge painful experience and inconvience to use their products Final Business Response / [redacted] (4000, 9, 2015/11/23) */ [redacted] does and always has made very clear the compatibility between its LeapReader system and Tag Reader systemThe box of the LeapReader indicates the LeapReader is compatible with select Tag Reader books only [redacted] 's website has provided compatibility information and a full list of the compatible books between the two systems since LeapReader was released and Tag Reader was discontinued in http:// [redacted] .custhelp.com/app/answers/detail/a_id/ [redacted] http://www[redacted] .com/en-us/support/products/leapreader/compatible In Mr***'s latest reponse he wrote " [redacted] should have diligent to clearly state on their Tags books by printing "not support for Leapreader"As the books were selling at physical store, [redacted] didn't make any efforts to distinguish the difference and make awareness to customers." The two books in question, "The Cat and the Hat" and "Miss Spider's Tea Party" are clearly labeled as books for the Tag Reading System and make no reference to the LeapReader systemThe LeapReader didn't exist when these two books were printedThese books were out of print and last sold over a full year prior to the LeapReader being conceived of or released [redacted] considers Mr.***'s claim of "advertising" as being completely baseless Final Consumer Response / [redacted] (4200, 11, 2015/11/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Very disappointed about how [redacted] responding this issue and still hiding the fact In their last response, The LeapReader is indeed the latest and most expensive of their line, and the sole reason we bought it because it states support both the new and TAG (old) booksThere should be no doublt at all the newest, most expensive and the top of their line product to support new and old books, espeically it is stated in the box Yet, every disappointed that [redacted] is making every excuse to block users enjoying the items I am so regrteed that this is the company and their attitude we have been supporting
Initial Business Response / [redacted] (1000, 5, 2015/12/02) */ [redacted] Case ID: XXXXXXXX At [redacted] our website provide customers with product description and MSRP pricing for hard goodsWe also do not sell or ship any hard good from our website as wellHowever, we have no control of the price point the retails are utilizingAt [redacted] we take great pride in ensuring our customer's satisfaction is metI [redacted] personal reached out to Mr [redacted] via email today 12/02/@ [redacted] @yahoo.com to identify next steps needed to resolve their concern Thank you, [redacted] Enterprises
Initial Business Response / [redacted] (1000, 5, 2016/01/04) */ At [redacted] we take great pride in ensuring our customer's satisfaction is metI 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 / [redacted] (2000, 7, 2016/01/07) */ Good morningThe company has reached out to me in regards to the issues I was having with my LPtablets and I am happy with the resultsThank you for your assistance in my caseHave a wonderful day
Initial Business Response / [redacted] (1000, 5, 2015/10/07) */ [redacted] Case ID: XXXXXXXX At [redacted] we take great pride in ensuring our customer's satisfaction is metBase on all of the information provided by Mrs [redacted] we are not been able to locate any interactions with our customer service department However, due to the fact cracked screens are not cover under warranty [redacted] does not have a repair facility or replacement screensMrs [redacted] may want to utilize some of the online store such as eBay or Amazon to possible located a use unit as low as $http://www.ebay.com/itm/ [redacted] -LeapPad-2-Explorer-Kids-Learning-Tablet-Camera-and-Game-/XXXXXXXXXXXX?hash=item...⇄ Thank You [redacted] Customer Service Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I guess I just don't understand what kind of customer service this isThis is basically what the call center said, too bad go buy another oneI think that is terrible customer service and a company should stand behind their productsSo, I don't accept this response and if Leap Frog is not willing to help resolve this matter other than telling me to go buy another one of their products, I would like the case to show on the Revdex.com website as unsatisfactory and unresolvedIf you sell expensive products like this for KIDS you should be willing to baor offer product repairsI think other buyers should beware of their terrible customer service practices Final Business Response / [redacted] (4000, 9, 2015/10/12) */ I have personal and email the customer at ( [redacted] @hotmail.com )at 8:26am PST to identify next steps needed to resolve their concern Thank you, [redacted] Enterprises
Initial Business Response / [redacted] (1000, 5, 2015/06/11) */ Mr [redacted] had contacted us regarding issues with one of the headphones he had purchased on 12/24/At [redacted] we take great pride in ensuring our customer's satisfaction is metSo, we replaced the headphones form Mr [redacted] and with each replacement we required to obtain the old unit in exchange for the new replacement On 01/30/XXXX XX:XX AM -We replace Mr [redacted] 's green headphoneThe replacement was shipped via UPS Tracking # 1Z591V84YWXXXXXXXX and delivered 02/06/at 2:P.MHowever, we never receive the old unit back On 04/01/XXXX XX:XX PM -Mr [redacted] contacted us with issues with his second Pink headphonesOur warranty and return policy is days from the date of purchase and at this point Mr [redacted] headphones were out of warrantyHowever, we also replaced the second headphones as well no question asked to ensuring Mr [redacted] 's satisfaction was metThe replacement was shipped via UPS Tracking # 1Z591VXXXXXXXXXXXX and delivered 04/10/at 5:P.MHowever, we never receive the old unit back again On 04/08/XXXX XX:XX AM Mr [redacted] contact us asking for a refundAgain to ensure ensuring MrMillers satisfaction was metWe informed Mr [redacted] our warranty for return is days from the date of purchase and at this point the headphones out of warrantyHowever, we informed Mr [redacted] that he may send the headphones back to us including the replacement we sent him( we needed a total of headphone back the broken unit and the new replacement unit) and we [redacted] process a refund on your account On 05/18/XXXX XX:XX PM we received a package from Mr [redacted] , however when we opened the box it only had the two damage headphone and not the two new oneIn order to complete the refund for Mr [redacted] we need to obtain all four headphones Please see the attached picture of the only two damage units that was sent back to us Please let us know if you have any further questions regarding this incident Thank you, [redacted] Enterprises Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) At this point if they could replace the headphones and refund me the cost of shipping headphones to themI would be somewhat satisfied Final Business Response / [redacted] (4000, 16, 2015/07/17) */ Please find the attached email of one of the email that [redacted] sent to [redacted] on 04/08/XXXX XX:XX AM stating we need receive both sets of headphones Once we receive the additional replacement headphones from Mr [redacted] we [redacted] move forward with the refund processPlease have Mr [redacted] ship the balance of the headphones to [redacted] Enterprises, Inc [redacted] XXXXX Att: customer service Please let us know if you have any further questions regarding this incident Thank you, [redacted] Enterprises Final Consumer Response / [redacted] (4200, 18, 2015/07/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I didn't ask for a refund on my last response!!!! Did they even read it? I do not I repeat do not have the defective headphones(one broke off in the leap padWhich that leap pad was replaced)Please send replacement headphones for those sent back to your customer service department so I can be done with this ordeal! Thank you
We can only conclude that Ms [redacted] is confusing our product or advertising with something from another company LeapFrog does not, and has not ever advertised our tablets as being "drop-proof" Our tablet screens are made of glass, and like anything made of glass, the tablet screens are subject to cracking or breakage if subjected to impact This is why optional accident insurance policies such as [redacted] are available for purchasers of tablets and smart phones LeapFrog's products are warrantied for defects in materials or workmanship Damages to a product due to accident, abuse or neglect are the not the responsibility of the the product manufacturer
Initial Business Response / [redacted] (1000, 5, 2015/05/13) */ [redacted] Case ID: XXXXXXXX Consumer interaction recap is listed below: On January XX XXXX @ 11:46am we received an email from the consumer regarding a LeapPad having a crack screenOur customer support team responded to the consumer on January XX XXXX @ 11:55am asking the consumer for additional information to identify a resolutionHowever, the consumer never responded with any of the information we requestedPlease find the attached file of our interaction / discussion thread with [redacted] At [redacted] we take great pride in ensuring our customer's satisfaction is metWe [redacted] call the consumer @ XXX-XXX-XXXX and email her @ [redacted] @yahoo.com at today 9:0am PST to identify next steps needed to resolve their concern Thank you, [redacted] Enterprises