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My first great customer service experience!
I've rarely had to email customer service for a product before, and I usually end up with a set of automated troubleshooting answers so I end up going either, "I can live without this" or "I'll just google it and fix it myself."
My daughter received a toy for her birthday that had the capability for me to go online and personalize it for her, so it would learn and spell her name. I tried to personalize it but at a particular step where it was supposed to say one thing, it never, EVER said it and would say something else instead. I emailed support, expecting them to manually personalize it or something, and got a response (from an actual person!) a few days later.
After sending in a bit of my information, including the fact that she had received it as a gift so I didn't know where it was bought, they told me to "deface" it by writing the ticket number on the battery pack in Sharpie*, taking a picture, and emailing the picture to them. They're sending me a replacement upon receiving the email with the picture (which I sent today, so receipt will probably be tomorrow). Totally not what I was expecting!
*Does anyone know what purpose this is supposed to have, as now she's essentially going to have two of the same toy, just one of them was written on? Why not have me ship the toy back?
My daughter received a toy for her birthday that had the capability for me to go online and personalize it for her, so it would learn and spell her name. I tried to personalize it but at a particular step where it was supposed to say one thing, it never, EVER said it and would say something else instead. I emailed support, expecting them to manually personalize it or something, and got a response (from an actual person!) a few days later.
After sending in a bit of my information, including the fact that she had received it as a gift so I didn't know where it was bought, they told me to "deface" it by writing the ticket number on the battery pack in Sharpie*, taking a picture, and emailing the picture to them. They're sending me a replacement upon receiving the email with the picture (which I sent today, so receipt will probably be tomorrow). Totally not what I was expecting!
*Does anyone know what purpose this is supposed to have, as now she's essentially going to have two of the same toy, just one of them was written on? Why not have me ship the toy back?
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