Summer Infant

Bought a baby monitor with camera in January 2020. It is now July 2020 and the monitor is already broken. I tried to get a replacement, but they are requiring us to pay at a discounted price with their loyalty program rather than receive a free one. They say they do not cover accidental damages. Apparently, if it falls off at a low height it will break. In my opinion, the monitor should be able to outlast an accidental fall. We all know as parents that these things will happen. Flawed customer service and bad business model Either make a high-quality product that can survive an incidental fall or provide a replacement for ones that break within seven months.

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments belowRegards, [redacted] ***

Summer Infant offered a very fair offer in response to this incident and I would confidently do business with them again in the future Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted] ***

We apologize for the confusionA proof of purchase was submitted to Summer Infant from you in the amount A new monitor was sent to you via [redacted] on 10-26-that has a suggested retail price of it is scheduled to arrive at your home on 11-1-via [redacted] along with a prepaid label for you to return the other one back to Summer Infant

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] [Well thank you Summer, for sending a standard response rather than actually reading the complaintI have seen from the other complaints that that is a common thread for youAs I stated, I'm not looking for a free replacement product, as I'm uncertain what happened to the original and can't rule out the possibility that my daughter damaged the handheld monitorMy complaint is that I would like to PURCHASE just the handheld portion, as the cameras work fineBut as your customer service representative also failed to understand, I will NOT pay for an entire new set at almost $when I already paid over $for the original set less than months agoIf dropping the monitor on a carpeted floor (which may or may not have happened, I'm not sure) from a height of less than 35" would cause it to break, then I don't feel the quality is there to spend a total of over $on this monitorAgain, the complaint is that I only wish to purchase a new handheld monitor and in the instruction manual there is a vague reference stating replacement parts are availableIf you are refusing to offer just the monitor replacement to me at a reasonable cost, then that is the true crux of my complaint.] Regards, [redacted]

We apologize we no longer have the travel system availableI see a [redacted] prepaid label was emailed to you yesterday via EmailOnce we receive the travel system back we will be more than happy to refund in the amount of which is the amount on the receipt you emailed to us

Summer Infant will make an exception and send the customer a replacement handheld unit that that customer needsPlease keep in mind for any future purchases that you might have it does have to be a Summer Infant authorized dealerCustomer will receive the replacement within business days via [redacted]

We apologize for the inconvenience you have experienced [redacted] has not worked at Summer Infant for the last two yearsPlease provide me with the tracking number of the returned product that you returned back to us and we will be more than happy to refund you the purchase priceMy direct email address is [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] [Althoughyour apologies are appreciated, it is still quite ridiculous that you can't or won't offer just the replacement piece I need at a discounted price but rather prefer to charge me $for an entire replacement systemThis is not acceptable, particularly because I have not once requested any type of free replacement or argued that the damage done to the monitor was my daughter's faultIf the policy of the company is to not offer appropriate replacement parts at a discounted price then first of all, it should not say that in the instruction manual and secondly, I won't be purchasing anything further from this companyAnd I will feel free to pass that on to as many people as possibleTo put it quite simply, you want me to pay over $for one monitorIf I had wanted to spend that kind of money, I would have done so in the first place Regards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] It is poor workmanship or defective parts to have the inner glass spider crack and shatter in that mannerThere is no explanation as to why the functions arent working on the monitor eitherClearly sonething is wrong with this unitWe are just looking to get a new unit that works properly since we paid $fir itThank you rRegards, [redacted]

Summer Infant does have a one year warranty on all our productsSummer Infant, Incwill repair or replace (at our option) your product free of charge for months from the date purchase if the product is defective in workmanship or materialsTo claim your replacement, the product must be returned to Summer Infant along with a copy of the original purchase receipt This warranty does not apply to wear or damage from misuse, abuse, improper storage and handling, installation, accident, unauthorized repair or alteration

RevDex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] The business agreed to send me a replacement unit however they did not give me a tracking number. Is there any way I can get that from them to make sure the unit arrives?I understand that by choosing to accept the business response that my complaint will be closed as resolved. Regards, [redacted]

Summer Infant has a one year warranty with proof of purchaseWe also offer a loyalty program to our existing customers only which is a discount program on our new monitor systemsIf that is something you are interested in feel free to call our number [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] I do not have the receipt- they already tried to fix it and it didn't help the problemI want a new monitor this is a safety hazard to my family! Regards, [redacted]

Spoke with customer directly and Summer Infant will be replacing the system with a new oneCustomer happy with the resolution

Summer Infant has contacted the customer and offered to send out comparable unit to the one that was out of stockWaiting to hear back from consumer

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in
reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved. Thanks so much for offering this service. It was very easy to use
Regards,
*** ***

Spoke with customer directly and apologized for the inconvenience she experienced when placing her order and not getting quality customer service Summer infant ran out of stock on the specific item and the order was not able to be placedSummer infant offered a discount on another item of her
choosing

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Their response is not the warranty coverage initially explained to me in the portion of the email attached below...Dear ***,Thank you for contacting Summer Infant. We are sorry to hear you are having a problem with your Summer Infant systemAll of our monitors are covered under a one year (limited) warranty from original date of purchase with a copy of the receiptOur warranty does not apply to wear or damage from misuse, abuse, improper storage and handling, installation, accidental drops, broken/cracked screens, unauthorized repair or alterations.If your product is dated within the one year warranty and if the unit is defective in workmanship or materials, we are able to exchange the product under warranty or if we are able to replace just a part we would send that part to you
I provided proof of purchase within the one year time frame and then they came back with the "authorized dealer" reply. Also, I have cameras (with children) and each monitor has stopped working each time while still looking brand new. I contacted them with the past monitors and each time they had a different reason to deny my warranty. They offered to "allow" me to buy another refurbished monitor from them but this would be my 4th monitor. I will never purchase another Summer Infant product and will not recommend them to any of my friends as they don't stand behind any of their products.Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***