15 November 2012

VTech Disappointment

Alternate title: How Not to Do Customer Service

My mom recently told me about a ridiculous phone conversation she had with VTech customer support about their InnoTab 2 Learning App Tablet.

Mom had purchased the tablet for my nephew for his birthday, and she called VTech about a month later to report a faulty USB port on the device. After a lengthy and exhausting conversation, my mom was told that returning the product to the company would have meant explaining to a 3-year-old that he couldn't have his new toy for a month! A toy that he couldn't have understood was broken. Poor kid would have thought he was in big trouble! She decided to try swapping the tablet in the store where she bought it instead, but had to wait for their depleted stock to be replenished.

(And to add insult to injury, why on earth would they make a product that is rated for 3-year-olds to include a stylus that is not attached?! Don't they know preschoolers lose stuff like that?)

After the absurd phone call, my mom sent an email to VTech to let them know about her bad experience. I will let her emails (personal information redacted) tell you the rest of the story. The text is below each screenshot. Personal contact information has been redacted for privacy.

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From: [my mom, email address redacted]
To: "vtechkids@vtechkids.com"
Date: 11/07/2012 01:28 PM
Subject: Innotab2

[my mom's P.O. Box, address redacted]

Vtech Electronics North America LLC

I have 7 children (by birth, foster, & adoption) and 1 grandson. I have purchased SEVERAL Vtech products over the years.  In September, I bought my grandson the Innotab2 for his 3rd birthday. BIG HIT!  He loves it!  

Right now, though, I regret buying it.
1. Power source... cord or batteries (that last about 2 days). Why, oh why didn't you use and internal rechargeable battery, and have a recharge station that it sits in when not being played with???
2. The USB port on his is loose. I had to hold it at just the right angle to install apps, so I called the tech center. Took quite some time to get her to understand the problem. She kept wanting to blame the cord.  But she finally understood and said she'd send me a shipping label to return it, and after vtech receives the broken tablet, then they'll sent me a replacement - which will take about 3 weeks. SERIOUSLY???  AFTER VTECH RECEIVES IT, THEN 3 MORE WEEKS???  I had the same problem with my Kindle Fire last year... they sent me the new one first, then I returned the broken one.  My Kuerig stopped working... they sent me a new one, then I returned the piece requested from the broken one.  YOUR CUSTOMER SERVICE IS EXTREMELY LACKING!  Especially in regard to a CHILD'S toy... I have to explain to him that he can't have it for a month???!!!

Very disappointed.  This will absolutely affect my future purchases. I'll be avoiding Vtech products.

Sincerely,
[name redacted]

From: "VTK_Response@vtechkids.com"
To: [my mom]
Sent: Thursday, November 8, 2012 11:52 AM
Subject: Re: Innotab2


Please provide an alternate address as we do not ship to PO boxes or military addresses
Best regards,

Consumer Services
VTech Electronics NA, LLC

From: [my mom]
To: "VTK_Response@vtechkids.com"
Date: 11/08/2012 12:46 PM
Subject: Re: Innotab2


[my mom's physical address redacted]

From: "VTK_Response@vtechkids.com"
To: [my mom]
Sent: Friday, November 9, 2012 1:29 PM
Subject: Re: Innotab2


Thank you for your inquiry.  We apologize for the inconvenience.  A UPS return label has been issued to you via email in order to return the wrong or defective unit.  Please check your emails' in-box and spam folders for the label as you should receive it within 48 hrs. Once we receive the unit, we will sent out a replacement.   Below is is the tracking information:
1Z2AW0859094667314
Best regards,

 Consumer Services
 VTech Electronics NA, LLC

From: [my mom]
To: "VTK_Response@vtechkids.com"
Date: 11/09/2012 02:06 PM
Subject: Re: Innotab2


DID YOU READ MY MESSAGE AT ALL?????

From: "VTK_Response@vtechkids.com"
To: [my mom]
Sent: Monday, November 12, 2012 9:16 AM
Subject: Re: Innotab2

Our apologies for the confusion, we did issue the label for you to return the defective products.
Best regards,

  Consumer Services
  VTech Electronics NA, LLC

From: [my mom]
To: "VTK_Response@vtechkids.com"
Date: 11/12/2012 09:27 AM
Subject: Re: Innotab2

You have LOST my business.

From: "VTK_Response@vtechkids.com"
To: [my mom]
Sent: Tuesday, November 13, 2012 11:08 AM
Subject: Re: Innotab2

Are you still interested in returning the product?
Best regards,

   Consumer Services
   VTech Electronics NA, LLC

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