VTech Communications Inc

Thank you for your responseWe have ordered the customer a replacement Train set and it has been shippedPlease see the order number and tracking information listed below for the replacement toy
Order Number:
***
UPS Tracking #:
*** *** *** ** *** ** Lakewood, NJ

We have reordered a replacement Mobile for the customer and it should arrive within business daysWe have also ordered a UPS label for the customer to return the original unit in question to us so that it may be reviewed by our QA Staff for determination on any issues the original unit may be
experiencingThe customer will simply need to print out the UPS return label once it is received in her email box and return the unit to us for review
Below is the order number number for her new item along with the Tracking number of the label that has been ordered for her
*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Due to a delay in the factory, we have been unable to attain the necessary replacement parts needed for this specific playsetWe do apologize for the delay and do anticipate we will have the required replacement pieces by the end of March We do understand the customer's frustration with the
delay and will be happy to issue a refund for the playset and any add-ons to the playset that were purchased if the customer would prefer that option

Stock for the customer's delayed item replacements was resolvedThe customer was sent replacement Items on March Order Number ***If customer is requesting a complete refund of said items, the order sent to her on March 28, Would need to be returned once received so a refund can be processed

Complaint: ***I am rejecting this response because:
business made no attempt to resolve the issues yet
Sincerely,
*** ***

hi .thanksso what do I do next? Where do I send my information for them to send me the new one?Complaint: ***I am rejecting this response because:Sincerely,*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Our current warranty for our boxed products is limited to a month warrantyThe warranty takes effect from the date of purchase, not from the date the item is received or giftedThe warranty period is standard for the Toy industryHowever, we will be happy to replace the train set as a one time
concession for the customer and send them a new train set

We called the customer on March 22, 2016 on the phone number provided ([redacted]) and spoke with Mr. [redacted]. We attempted to provide troubleshooting but customer was insistent that the product is defective and needs replacement. We agreed to replace the phone with our 4-line phone system...

[redacted]-[redacted]. We also sent the customer a UPS prepaid label to retrieve his phone system. A replacement phone, model number SB67138 and 1 SB67148, was since processed but customer have yet to return the phones back to us.

We have advised the customer that their warranty on this product has been exceeded by one year. We have gone outside our normal bounds by offering the customer a product within the same current price range even though their product has exceeded the warranty period by more than a year. The customer...

refused this offer. No additional offers will be made.

It is not our policy to refund shipping and or tax amounts for items that were purchased from another company's web site. However, in the spirit of good customer service due to the issues the customer had with our product, we will issue a manual refund for the shipping and tax amount disputed. The...

customer will receive the manual refund within 7-10 business days.

Complaint: [redacted]I am rejecting this response because:
I am still waiting for the items to arrive. When they arrive I will close out this case.Sincerely,[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because the product's original warranty was made irrelevant once the company attempted to alter it's warrantied function with new functionality via their firmware update. Additionally the "current price range" for the device is roughly $100.00. That amount was never offered. If the company is offering that amount now then I might consider it a reasonable solution.Sincerely,[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I would prefer to receive a refund for the playset and additional car I purchased. I paid $39.99 for the playset and $14.99 for the extra car, plus tax totaling $58.42.Sincerely, [redacted]