Vtech Electronics North America, LLC

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. Please provide them with the follow                                              [redacted]                                                                                               [redacted]                                                                                              [redacted]    
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 [redacted]

The Learning Lodge that houses downloads and allows consumers to register was down due to a data breach which is why we tried to offer a work around for the consumer but this did not work on her specific unit. The Learning Lodge is now operational for her specific unit and she should now be able to...

register it and purchase downloads. All customers impacted by this will receive 5 free downloads and 5 free games when they register their units as compensation for the delay with the Learning Lodge coming back up.

Initial Business Response /* (1000, 5, 2015/06/17) */
Thank you for yur email, the unit has a 90 day warranty. We can offer the Consumer a loyalty program which can help her save on a new unit or she may send it in at her own expense. These two offers are both outside of our policy since the unit...

is out of warranty. She ay try replacin the abtteries if she would like.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all batteries have nothing to do with what is prerecord. I have already replaced the batteries just to humor them and it still has the same problem! If it was something I did I would understand the fact that it's a 90 day warranty. However this is THEIR fault!! They programmed it to say the letter wrongs and they knew it was doing it and still allowed it to be sent to the store and sold. They need to replace this item FREE of charge (this including shipping if required to be sent back). I'm not going to spend more hard earned money in their crappy products, they have to be out of their minds!! I'm not going to pay for THEIr mistakes!
Final Consumer Response /* (4200, 11, 2015/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this. I have been trying to get this resolved for over a month now!!! It has been doing it from the beginning!! I heard it play incorrectly but thought maybe it's just because they are so close sounding that maybe I'm hearing it wrong and never got to look more into it. Now that my son is playing with that part all the time now, it was brought to my attention again when my husband was playing with my son and he said the letters are wrong. I told him I thought so too but thought it was me hearing it wrong (who would think that it would be made wrong and make it through quality control and still be put on a shelf if it was wrong) so we took the toy from my son and played with it and listened to it move and over and over again (literally 30+ times) and put our ear next to the speaker and could clearly hear that it is stating the wrong letter!! It was a holiday so I to wait over the weekend then over the holiday to it be a business day and called you guys where I didn't recieve any help on getting this corrected. I have been trying ever since to get this corrected! Now that I know you make horrible products that teach wrong (trust me I find more and more toys wrong from you guys every day! I have friends who he this same exact problem and similar problems on other toys!) you guys are horrible and need to be out of business!!!! Stop stealing everyone's money (your toys aren't cheap in price but they sure as heck are cheap in quality, custome service and teaching!!)
Final Business Response /* (4000, 9, 2015/06/18) */
Thank you for the response, consumer states that unit is malfunctioning, not recognzing the correct letter. If it was our mistake or our fault that te unit is not recognizing the correct letter, why is she contacting us 5 months after she received the unit? Did the unit begin to not recognize the correct letter just recently? If so, the unit is out of warraty,we also did offer the Loyalty program which can help the consumer purchae a new uni at 50% of the cost.

Currently the item the customer is requesting to replace is out of stock. We offered to replace the item with an item of equal value for the customer and have sent a prepaid label to the customer on 08/29/16 to return the defective unit to us so as she is not impacted by any shipping charges. We can...

replace the unit with another item of equal value and similar age range or we can refund the current cost of the unit for the customer. Best RegardsConsumer Services

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. It 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]