Vtech Electronics North America, LLC

Unfortunately, it would be impossible for our company to keep spare parts for every piece in every play set that is produced due to the high inventory levels this would causeWe certainly do understand and empathize with the customer's situationIf the customer can review their manual for the set and take a picture of the part that appears to be missing, then email us the picture of the missing part, using the "Contact Us" web form on our web site at www.vtechkids.com, we will open a new box of the product and mail the part that is missing to them

The Learning Lodge is currently down due to a data breach that occurred which is why the customer could not register her product or receive any downloadsWe anticipate that the Learning Lodge will be back in several days so the customer may register her [redacted] Max at that timeIf the customer does not wish to keep the equipment and instead would like a refund, we would need her name, shipping address, and email address so we may send her [redacted] label to return the unit to usAt that point the refund would be issuedPlease advise of customer's intent.Thank you [redacted] ***Consumer Services ManagerVTechkids

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 meIt would also be beneficial to everyone in the future if all of the customer service representatives were to be made to put their names in every email (first name, last initial), that way each issue could potentially be resolved by one employee, instead of several - it could possibly make resolving issues a bit easier 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]

We originally spoke with the customer and advised her that that the warranty period for their product had expired. The customer purchased their item in Dec 2015. The warranty period for the Smartwatch that was purchased is 90 days from the date of purchase. This means, the warranty period would have... ended in April of 2016. With that in mind, we explained this to the customer. The customer was upset that she had exceeded the warranty period. We made an exception in this case and advised the customer that we would go ahead and replace the item for her provided she provide us with an email and picture of the item. Please reach out to the customer and verify if this has been done. Best Regards,Steve ***

The customer in this case was advised on our publicized warranty which is printed on our materials and website and clearly states we have a month warranty from the date of purchaseThe customer purchased this item in December which has a month warranty from the date of purchase The customer needs to understand the statute of the law he is citing and how the law is interpreted under [redacted] ***sWe suggest he contact the [redacted] office of Maine to see how the [redacted] is applied in these incidences based upon when the product was purchased and when we were notified of the issue

The customer in this case contacted the wrong [redacted] for a different division of the company and gained incorrect return instructionsTherefore, the items were mailed to a different location and we were not notified that they had been receivedThe customer first contacted the appropriate *** [redacted] on April 12, which at that point we advised we would research the issue for him with the warehouse to determine if they had his returns in their possessionAfter speaking with the warehouse, they could not locate his returnsWe will however be happy to replace both his units with [redacted] Units if the customer can provide us with his complete name and mailing address

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 mePlease provide them with the follow [redacted] [redacted] [redacted] *** Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/08/17) */
Contact Name and Title:***
Contact Phone: XXXXXXXXXX
Contact Email: ***@vtechkids.com
We have replaced all of this customers toys through numerous replacements If the customer is not satisfied with the replacements
received, she *** need to send all units back to us along with a detailed cost of all units so that a refund can be distributedCustomer did not check their front porch when items were delivered and therefore they were damaged due to rain
Initial Consumer Rebuttal /* (3000, 7, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
VTech has NOT replaced all of the toysWe were informed that we would be getting our original toys back because they passed *** visual inspectionI was informed that the toys were not opened to make sure there was no internal damageNot only was I promised new toy replacements, I was mailed toys that I had not ordered as well as duplicatesAnd I informed the customer service representative of thatShe informed me that she was not sure how that happened but she would provide a shipping label for me to send the duplicate and the toy I had not ordered back and would be processing the order for the toys that I still had not receivedWhen this initially happened, I called the delivery service and they suggested I call VTech to see if they would replace the toys and then get reimbursed from the delivery company directlyI called VTech and asked just thatI was told that they would do this for me and then seek reimbursement from UPS themselvesVTech promised to take care of us as customers and they didn't follow throughNow I have toys that I didn't order as well as duplicates and I still have not received the toys that I DID pay forVTech did not do as they say and I have all of the receipts from every package to prove itI also have all the pictures taken from the minute the toys came into the house after they were brought in from the torrential downpourSadly, after many phone calls and many more promises, the last resort was filing a complaintI do not accept their response because it is inaccurate as I have the receipts to prove that VTech has not followed through on their promises or even providing the goods that were purchased
Final Consumer Response /* (4200, 16, 2015/09/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told that there was a "visual" inspection done and they pushed the button to see if they workedBut the toys were totally soaked after being left in the rainI was told I would be sent brand new items to ensure that later on there would be no issuesEspecially because the warranty is only for a few monthsAnd I was sent items that were not even what I ordered, not even a go go smart wheel carI am still missing the go go smart wheel convertible and the go go smart wheel busI was told that those would be sent and of course they never showed upI was also supposed to get a shipping label sent to me so that I may send back items I never purchased but were sent to me
Final Business Response /* (4000, 18, 2015/09/28) */
Dear Consumer, we could not locate the orignal order under our order historyWe did ask in our previous response to advise us where the original items were purchased However, we have failed to receive that informationWe have shipped orders to the consumer which are below
XXXXXC87A27A 07/28/$Completed Shipped
XXXXXBD79FB07/17/$Completed Shipped
XXXXXBD79FB07/17/$Completed Shipped
XXXXXBD79FB07/17/$Completed Shipped
XXXXXBD79FB07/17/$Completed Shipped
Go! Go! Smart Wheels - Tractor & Trailer
Go! Go! Smart Wheels SUV
Go! Go! Smart Wheels Taxi
Blue Convertible
Go! Go! Smart Wheels Car Wash Playset $
XX-XXXXXX
Go! Go! Smart Wheels Choo-Choo Train Playset $
XX-XXXXXX
Go! Go! Smart Friends - Learning Wheels School Bus $
We *** go ahead and issue a UPS label for the consumer to return the wrong itemsIf the consumer did not originally purchase from VTech, she should be contacting the seller

We apologize with the delay in being able to respond withion appropriate timelines to the customerThe Toy is manuafactured in China and while the customer was attempting to register her unit and experienced difficulty, the China Teachnical Team was away for Chinese new yearWe will have someone
contact the customer directy to try and rewsolve her issues for her

Complaint: ***
I am rejecting this response because: It is unacceptable, business is still refusing to adhere to state law
Sincerely,
Evan A***

We are sorry the customer had such a difficult time in trying to resolve the issue she was having with her Action CamWe were notified earlier today that there does appear to be an issue with receiving emails from our on-Line Support form consumers use to contact usWe are having our IT area
investigate the issue with the formWe have ordered a replacement for the customer and they should receive the order within 3-business daysWe do apologize for any inconvenienceBelow is the order number associated with the customer's orderOrder Number: ***

Initial Business Response /* (1000, 5, 2015/10/27) */
Contact Name and Title: *** ***/ Consumer Mgr
Contact Email: ***@vtechkids.com
The customer indicated in her complaint that she sent her items back to Leap FrogLeap Frog is a different company with no affiliation to VTech
ElectronicsWe need more information from this customer to determine exactly what it was she returnedWe need the name of the Toy, and the tracking Number associated with the return to verify it was received if indeed it was a VTech Electronics Toy and not a Leap Frog ToyIf it's a Leap Frog Toy, the customer filed the complaint against the wrong company
Initial Consumer Rebuttal /* (3000, 7, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your reply
This exact name of the item we are waiting for repel*** is the *** the first learning vtech laptop item number we have listed is XX-XXXXXXWe had no tracking and one reason we were going back and forth with customer service but they provided us incorrect informationWe just want this replaced with the exact same one and would appreciate your help to handle thisThere was no tracking we have told customer service this many times
Final Consumer Response /* (4200, 11, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I *** accept this reply if they send me a new one as I was told brand new in the box is what I was told
My ship to address **
***
***
I was already told my return was accounted for and there was no tracking which has been confirmed three times now
Vetch was still to resolve this and honor the rpwlxement unit which we still don't have
I *** accept this offer if you can resolve and get this shipped out
Thank you
Final Business Response /* (4000, 13, 2015/10/29) */
Thank you for your response, the Laptop has been ordered, you should receive it in 3-business daysOrder number:***

Revdex.com:In response to complaint ID 11084152 - the business offers a refund, however, this is not what I was told on the phone when I contacted them. I was offered a product of lesser value AND told I would need to pay for shipping fees. It is dishonest that they only offered a FULL refund once I got an outside party involved. If this is how they do business, then they are ripping off tons of customers.The issue is resolved NOT because VTech did the right thing, but because they passed the buck to Amazon, who refunded the full purchase price. It's too bad the guilty party in this situation is not the one who will suffer any consequences. But I am glad I have found a solution with Amazon, who actually values their customers.
Sincerely,
Laura [redacted]

We spoke to this customer on April 20 and advised that we do not carry replacement batteries for this unit. We also informed the customer at this time that their unit has surpassed the warranty replacement time-frame and therefore we unfortunately could not replace their current unit. The warranty...

had been surpassed by a year. This is not a valid complaint.

The Learning Lodge is currently down due to a data breach that occurred which is why the customer could not register her product or receive any downloads. We anticipate that the Learning Lodge will be back in several days so the customer may register her [redacted] Max at that time. If the customer...

does not wish to keep the equipment and instead would like a refund, we would need her name, shipping address, and email address so we may send her [redacted] label to return the unit to us. At that point the refund would be issued. Please advise of customer's intent.Thank you[redacted]Consumer Services ManagerVTechkids

We will honor the customers request for a refund of their product if that is what the customer is requesting. The customer was advised to contact Amazon for a replacement or refund as that is where the customer purchased the item and is the point of purchase. Customers are always directed to the...

point of purchase for exchanges and or refunds if it is not purchased directly from our web site . Amazon may have the product in stock to replace the unit where we do not. However, if the customer is looking for a refund, we will honor this.

The customer in this case was advised on our publicized warranty which is printed on our materials and website and clearly states we have a 3 month warranty from the date of purchase. The customer purchased this item in December 2016 which has a 3 month warranty from the date of purchase.  The...

customer needs to understand the statute of the law he is citing and how the law is interpreted under [redacted]s. We suggest he contact the [redacted] office of Maine to see how the [redacted] is applied in these incidences based upon when the product was purchased and when we were notified of the issue.

The customer in this case contacted the wrong [redacted] for a different division of the company and gained incorrect return instructions. Therefore, the items were mailed to a different location and we were not notified that they had been received. The customer first contacted the appropriate [redacted]...

[redacted] on April 12, which at that point we advised we would research the issue for him with the warehouse to determine if they had his returns in their possession. After speaking with the warehouse, they could not locate his returns. We will however be happy to replace both his units with [redacted] Units if the customer can provide us with his complete name and mailing address.

Unfortunately, it would be impossible for our company to keep spare parts for every piece in every play set that is produced due to the high inventory levels this would cause. We certainly do understand and empathize with the customer's situation. If the customer can review  their manual for...

the set and take a picture of the part that appears to be missing, then email us the picture of the missing part,  using the "Contact Us" web form on our web site at www.vtechkids.com, we will open a new box of the product and mail the part that is missing to them.