Fisher-Price won't be under my Christmas Tree

[akcire]

My daughter is 6.5 months old, and an only child. My mom wanted to encourge her "sitting up" skill so she purchased her a Topzy Tumblers Twirling Tumblin Fun Park, made by Fisher-Price (I had to google to find the name of the toy). We have now had the toy less than 2 weeks. My daughter enjoys the toy (mostly because it moves and makes tons of noise), but it stopped working (the gears in the motor that turn the ferris wheel part are grinding and sometimes do not move). Keep in mind this is not an issue of rough play, since she can really only observe the toy in action when an adult plays with her. I know things can break at any time, but this was disappointing.

So since the toy was new, I called Fisher-Price this morning. Their customer serive was lacking to say the least, and the representative was snarky. They are willing to replace the toy, however I first have to mail the defective toy back to them (which I am fine with--I don't need a broken toy, and hopefully it will help them fix the problem going forward).

Here is where it started to go downhill--I have to pay postage on the broken toy! When I pointed out that a $40 baby toy that only lasted a week was a real disappointment and that I think asking the customer to pay for postage to them was ridiculous the lady acted like I was nuts. She finally agreed to send me a mailing label, but basically said it would be a 3-4 week turn around time.

Instead, at the suggestion of my husband, I am going to buy a new one and return the defective toy to the retailer. I won't have to pay postage, find a box, or wait 4 weeks. Since clearly Fisher-Price doesn't value my time. I even told the customer serive lady this plan and she could have cared less. I guess they won't be looking into why the toy was not working correctly.

So everybody, be warned. I will be telling everyone that they can skip Fisher-Price for my daughter this year. Which is a real disappointment, because half of my list for her holiday gifts were their products. I saw some really cute things that I thought she would like, but not with defective products and customer serivce that stinks.

 

[daughtersrus]

My daughter is 6.5 months old, and an only child. My mom wanted to encourge her "sitting up" skill so she purchased her a Topzy Tumblers Twirling Tumblin Fun Park, made by Fisher-Price (I had to google to find the name of the toy). We have now had the toy less than 2 weeks. My daughter enjoys the toy (mostly because it moves and makes tons of noise), but it stopped working (the gears in the motor that turn the ferris wheel part are grinding and sometimes do not move). Keep in mind this is not an issue of rough play, since she can really only observe the toy in action when an adult plays with her. I know things can break at any time, but this was disappointing.

So since the toy was new, I called Fisher-Price this morning. Their customer serive was lacking to say the least, and the representative was snarky. They are willing to replace the toy, however I first have to mail the defective toy back to them (which I am fine with--I don't need a broken toy, and hopefully it will help them fix the problem going forward).

Here is where it started to go downhill--I have to pay postage on the broken toy! When I pointed out that a $40 baby toy that only lasted a week was a real disappointment and that I think asking the customer to pay for postage to them was ridiculous the lady acted like I was nuts. She finally agreed to send me a mailing label, but basically said it would be a 3-4 week turn around time.

Instead, at the suggestion of my husband, I am going to buy a new one and return the defective toy to the retailer. I won't have to pay postage, find a box, or wait 4 weeks. Since clearly Fisher-Price doesn't value my time. I even told the customer serive lady this plan and she could have cared less. I guess they won't be looking into why the toy was not working correctly.

So everybody, be warned. I will be telling everyone that they can skip Fisher-Price for my daughter this year. Which is a real disappointment, because half of my list for her holiday gifts were their products. I saw some really cute things that I thought she would like, but not with defective products and customer serivce that stinks.

I had the exact opposite experience with them a few months ago. I had the Fisher-Price Laugh & Learn: Learning Piggy Bank. After a few weeks of play, it stopped working correctly. The "music" and "learning" switch played the same music and said the same thing. I called Fisher Price customer service. The lady was very helpful. She did some checking and said that since it was not in stock with them, she would send me a coupon for the full value of the item (I think it was around $25) so that I could go and repurchase that toy or pick out anything else from FP, Barbie, Hot Wheel... and a bunch of other product lines.

It took a few weeks for the coupon to arrive. I cashier at Meijer had to call a supervisor since she had never seen a coupon with that high of a value but I had no problem using it. I got the Fisher-Price Laugh & Learn: Cookie Shape Surprise instead.

 

[DVCLiz]

My daughter is 6.5 months old, and an only child. My mom wanted to encourge her "sitting up" skill so she purchased her a Topzy Tumblers Twirling Tumblin Fun Park, made by Fisher-Price (I had to google to find the name of the toy). We have now had the toy less than 2 weeks. My daughter enjoys the toy (mostly because it moves and makes tons of noise), but it stopped working (the gears in the motor that turn the ferris wheel part are grinding and sometimes do not move). Keep in mind this is not an issue of rough play, since she can really only observe the toy in action when an adult plays with her. I know things can break at any time, but this was disappointing.

So since the toy was new, I called Fisher-Price this morning. Their customer serive was lacking to say the least, and the representative was snarky. They are willing to replace the toy, however I first have to mail the defective toy back to them (which I am fine with--I don't need a broken toy, and hopefully it will help them fix the problem going forward).

Here is where it started to go downhill--I have to pay postage on the broken toy! When I pointed out that a $40 baby toy that only lasted a week was a real disappointment and that I think asking the customer to pay for postage to them was ridiculous the lady acted like I was nuts. She finally agreed to send me a mailing label, but basically said it would be a 3-4 week turn around time.

Instead, at the suggestion of my husband, I am going to buy a new one and return the defective toy to the retailer. I won't have to pay postage, find a box, or wait 4 weeks. Since clearly Fisher-Price doesn't value my time. I even told the customer serive lady this plan and she could have cared less. I guess they won't be looking into why the toy was not working correctly.

So everybody, be warned. I will be telling everyone that they can skip Fisher-Price for my daughter this year. Which is a real disappointment, because half of my list for her holiday gifts were their products. I saw some really cute things that I thought she would like, but not with defective products and customer serivce that stinks.

Sorry you were disappointed. I too would have simply returned the broken toy to the store and gotten a replacement or a refund.

I don't think I could have raised my children without Fisher-Price or Little Tikes!!!! A toy with a moving part might be different, but I was cleaning out my garage this weekend and all of our FP and LT stuff is still in great shape - and my "children" are 17 and 23!! There are some toys I'll keep for my grandchildren.

 

[Tinkermommy]

My daughter is 6.5 months old, and an only child. My mom wanted to encourge her "sitting up" skill so she purchased her a Topzy Tumblers Twirling Tumblin Fun Park, made by Fisher-Price (I had to google to find the name of the toy). We have now had the toy less than 2 weeks. My daughter enjoys the toy (mostly because it moves and makes tons of noise), but it stopped working (the gears in the motor that turn the ferris wheel part are grinding and sometimes do not move). Keep in mind this is not an issue of rough play, since she can really only observe the toy in action when an adult plays with her. I know things can break at any time, but this was disappointing.

So since the toy was new, I called Fisher-Price this morning. Their customer serive was lacking to say the least, and the representative was snarky. They are willing to replace the toy, however I first have to mail the defective toy back to them (which I am fine with--I don't need a broken toy, and hopefully it will help them fix the problem going forward).

Here is where it started to go downhill--I have to pay postage on the broken toy! When I pointed out that a $40 baby toy that only lasted a week was a real disappointment and that I think asking the customer to pay for postage to them was ridiculous the lady acted like I was nuts. She finally agreed to send me a mailing label, but basically said it would be a 3-4 week turn around time.

Instead, at the suggestion of my husband, I am going to buy a new one and return the defective toy to the retailer. I won't have to pay postage, find a box, or wait 4 weeks. Since clearly Fisher-Price doesn't value my time. I even told the customer serive lady this plan and she could have cared less. I guess they won't be looking into why the toy was not working correctly.

So everybody, be warned. I will be telling everyone that they can skip Fisher-Price for my daughter this year. Which is a real disappointment, because half of my list for her holiday gifts were their products. I saw some really cute things that I thought she would like, but not with defective products and customer serivce that stinks.

I am not sure why you called the manufacturer in the first place. I would have just taken it back to the store if it was only a week since I bought it. Why was that not an option?

 

[ADisneyQueen]

I had good service from Fisher price too. I once called b/c we had lost a little people figurine and they sent me another free of charge( I just called to find out if I could order and pay for another). I guess sometimes it depends on what kind of person you get on the phone. Could you have spoken to a supervisor?

 

[kaytieeldr]

Sorry you were disappointed. I too would have simply returned the broken toy to the store and gotten a replacement or a refund.

In fact, I'd do it that way too - return the defective toy as defective and get a new one. Why mislead the store, since this wasn't their fault in any way?

 

[Lucky4me]

Sometimes things break.

Then we take them back to the store and the store replaces the item with one that works.

Fisher Price is one of the best toy companies in this Country. I don't know why you wouldn't buy their products again over one toy that broke.
If you got another one home and it did the same thing, then it's time for a call to the manufacturer....

 

[HM]

I still think it was a good idea to call the manufacturer if you thought it was a design flaw that they should know about. Usually they are very receptive to this type of call. I'm sorry it didn't work that way for you OP.

 

[Metsfan520]

In fact, I'd do it that way too - return the defective toy as defective and get a new one. Why mislead the store, since this wasn't their fault in any way?

Wouldn't the store ask why you are returning it? I know that once you open the item, most stores will only refund/exchange if you tell them it's defective.

 

[kwelch10377]

As long as it was within the store return policy I would have just returned it to the store as well. They end up returning the damaged product back to the manufacturer and get credit for it.

 

[Tinker'n'Fun]

At two weeks, you really are not into the phase of the warranty where you would call the manufacturer, just return it to the store. As for paying for shipping when an item fails in the warranty you are going to have to boycott more items than not. It is now common practice to have to pay to send back an item (I know there will be posts saying so and so company paid ours, yes there are exceptions and those truly have a great return policy, but are the exception).

Fisher Price is a high rated company for toys and their recall ratio is pretty small. They are usually safe toys made to last. I understand your toy did not function properly, but to boycott a company and to post to give them a bad name was not needed at this point. Yes you were disappointed and you should be. But hubby doesn't even have to buy one to return one, just go to the store and do an exchange.

When your kids get older and want a toy from such and such company that you have deemed not good enough, trust me, it will not be worth the list it's written on after hearing hour after hour how said pre-teenager/teenager really, really, really wants said toy!!! (day after day, week after week, month after month until it is received)

 

[rchristiansen]

I've never thought about this actually - DD's toys break all the time.

Yeah, take it to walmart or kohl's - they'll take anything back. Get store credit and get a new toy.

I will be fine if your family/friends get your DD fisher price toys for Christmas. Don't ban the whole company. They are huge and have lots of really good products for kids.

 

[akcire]

The reason I called Fisher-Price was the toy was a gift to my daughter. As such my mother has the receipt. Also I did not keep the cardboard box. Ultimately, I wanted the company to know they had a defective product, and it is possible that the "batch" was problemed.

I am not going to deceive the store, I am merely going to buy a new one and return the broken one as broken. It will get charged back to Fisher-Price.

I was just completely disappointed in the customer service I received. This is the first time I have ever called Fisher Price regarding a toy and like I said I will be revisiting my Christmas list and excluding their products.

Silly me I just expeced a company to want to stand behind their product.........

 

[akcire]

I've never thought about this actually - DD's toys break all the time.

Yeah, take it to walmart or kohl's - they'll take anything back. Get store credit and get a new toy.

I will be fine if your family/friends get your DD fisher price toys for Christmas. Don't ban the whole company. They are huge and have lots of really good products for kids.

I know I can do the exchange via a store. The problem is the company that made the product can't even properly service their customers.

Also even if it is just labor, there are costs to the store assocaiated with me doing a return.

If this is the level of customer service that Fisher-Price finds to be acceptable, I don't want my daughter to have their toys. I would rather support and have my family support businesses that have higher standards.

 

[LuvsDragonflies]

When I run into that, I hang up and redial and speak to another person. You'd be surprised how different another rep can be.

 

[luvmy3]

Wow, you are one tough consumer. I would have just taken it back to the store, if the replacement did the same thing I'd probably just not get another one of those toys, but I wouldn't totally ban FP. There's no way a baby in my house wouldn't be growing up without Little People

 

[Hannathy]

Sorry you were disappointed. I too would have simply returned the broken toy to the store and gotten a replacement or a refund.

I don't think I could have raised my children without Fisher-Price or Little Tikes!!!! A toy with a moving part might be different, but I was cleaning out my garage this weekend and all of our FP and LT stuff is still in great shape - and my "children" are 17 and 23!! There are some toys I'll keep for my grandchildren.

I agree! I have FP stuff from my nephew who is 30 and it works perfectly and all my kid's stuff and my DD is almost 20.

I think OP you are going to have a very long childhood with your child and very few toys for them to pick from if you ban whole companies when you have 1 problem with a toy.

Just wait till they are about 8 and want toys you know are junk but that is what everyone has and is playing with.

FP is one of the best toy companies in the world and makes very high quality toys if you have problem with them wait till you start buying Barbie or matchbox sets when they get older!

Plus it is very expensive and labor intensive for them to have you send it back. Where would you send it? to a warehouse packing facility? Most companies the size of FP and with distribution networks like FP do have you return it to the retail establishment. They are set up to get it replaced and note it with in the system. It would cost pennies for FP to add another one to the shipping costs when sending it to a store like Walmart and tens of dollars plus the cost of the workers to handle it to deal with an individual.

 

[Hannathy]

If this is the level of customer service that Fisher-Price finds to be acceptable, I don't want my daughter to have their toys. I would rather support and have my family support businesses that have higher standards.

Wow let me know when you find one!

Seriously other than LL Bean, and possibly Playmobil I don't know of any.

I hope you enlighten us.

 

[rchristiansen]

If this is the level of customer service that Fisher-Price finds to be acceptable, I don't want my daughter to have their toys. I would rather support and have my family support businesses that have higher standards.

I doubt they find that acceptable. However, you are going to encounter that sort of customer service probably in all companies. I can't think of any company where I've consistently had superb customer service(even at Disney World). I wouldn't stereotype the whole company based on one experience with a grumpy rep.

Also, I know if I set up those types of ideals and standards for my kid's toys and products I would be setting up myself up a rebellion . Now, toys that are dangerous, too messy, risque, etc - that has a reasoning behind the actual toy. But a kid's not going to understand business ethics and standards.

 

[daughtersrus]

If this is the level of customer service that Fisher-Price finds to be acceptable, I don't want my daughter to have their toys. I would rather support and have my family support businesses that have higher standards.

Unless a supervisor was monitoring the call, it's doubtful that they even know. As I said, I had the exact opposite experience with them a short time ago. They told me to keep the toy that wasn't working properly and sent me a coupon for the MSRP.

Maybe try calling back again and ask for a supervisor.