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Is anyone a good "Internet Detective"?

Posted by dv8mad, 26 January 2013 · 2350 views

I would really like to send an email to someone at Leapfrog besides their support staff.

I have found the names of management through Google searches, but cannot seem to find an email address anywhere!

I feel like I am being a bit harsh, but our daughter's Christmas present has barely worked since she unwrapped it and we just keep being ignored.

Here is a brief timeline:

Our daughter's My Pal Violet stops working correctly on December 27th.
I replace the batteries and it works for a few minutes and stops.
I connect it to the PC and it begins working again.
Stops after a couple hours, so I switch from rechargeables to regular batteries.
Works for a few minutes, stops for hours and randomly begins working a few hours later for a bit.

After going through this for a total of 3 days on two sets of rechargeables, three sets of regular batteries and 15-20 connections to the PC only to get about 5 hours of actual play time, I decided to email their customer support.
* I should note that we went directly to Leapfrog as I purchased it from Amazon before their extended holiday return policy went into effect since I needed to be certain it would arrive in Japan on time.

I emailed Leapfrog support on December 30th and told them the entire situation.

12-30 Auto Response that it is only for North American support.
I waited to get a response from a human considering I bought it from the U.S.

1-2 Auto Response again that it is only for North American support.
Still choosing to wait for review by a human that would understand the situation.

1-2 Human Response "Hi, We apologize for any inconvenience it may have caused. Please contact our International Distributor in Japan. Kindly follow the link below, http://www.leapfrog....stributors.html
Again, our apologies. If you would need any further assistance, please let us know."

1-2 Yet another Auto Response that it is only for North American support.

1-3 I send an email to the international support center as recommended

1-13 after receiving no response at all (checked the spam folder each day as well!) we decided to resend the entire thing in Japanese just in case the English was difficult.

1-19 Did some research online to try and find someone to contact due to still having not received a response at all. Found the management names as I noted above, but no contact info of any use. Found they have a Twitter account.

1-19 Tweeted "@LeapFrog Broken Xmas gift for an international customer. Does anyone care at all? My unanswered emails from 13 and 6 days ago say no."

1-20 Twitter Response "@dv8CAG Sam, reach out to us at facebooksupport@leapfrog.com and we can look into it further for you. Thanks!"

1-20 Email sent to Facebook support email as advised.

1-25 Still no response to email after checking every single day.
Getting more than a little upset at this point as decide to turn to CAG and complain in a blog.

Kairi is sad!
Spoiler





I would really like to send an email to someone at Leapfrog besides their support staff.

I have found the names of management through Google searches, but cannot seem to find an email address anywhere!

I feel like I am being a bit harsh, but our daughter's Christmas present has barely worked since she unwrapped it and we just keep being ignored.

Here is a brief timeline:

Our daughter's My Pal Violet stops working correctly on December 27th.
I replace the batteries and it works for a few minutes and stops.
I connect it to the PC and it begins working again.
Stops after a couple hours, so I switch from rechargeables to regular batteries.
Works for a few minutes, stops for hours and randomly begins working a few hours later for a bit.

After going through this for a total of 3 days on two sets of rechargeables, three sets of regular batteries and 15-20 connections to the PC only to get about 5 hours of actual play time, I decided to email their customer support.
* I should note that we went directly to Leapfrog as I purchased it from Amazon before their extended holiday return policy went into effect since I needed to be certain it would arrive in Japan on time.

I emailed Leapfrog support on December 30th and told them the entire situation.

12-30 Auto Response that it is only for North American support.
I waited to get a response from a human considering I bought it from the U.S.

1-2 Auto Response again that it is only for North American support.
Still choosing to wait for review by a human that would understand the situation.

1-2 Human Response "Hi, We apologize for any inconvenience it may have caused. Please contact our International Distributor in Japan. Kindly follow the link below, http://www.leapfrog....stributors.html
Again, our apologies. If you would need any further assistance, please let us know."

1-2 Yet another Auto Response that it is only for North American support.

1-3 I send an email to the international support center as recommended

1-13 after receiving no response at all (checked the spam folder each day as well!) we decided to resend the entire thing in Japanese just in case the English was difficult.

1-19 Did some research online to try and find someone to contact due to still having not received a response at all. Found the management names as I noted above, but no contact info of any use. Found they have a Twitter account.

1-19 Tweeted "@LeapFrog Broken Xmas gift for an international customer. Does anyone care at all? My unanswered emails from 13 and 6 days ago say no."

1-20 Twitter Response "@dv8CAG Sam, reach out to us at facebooksupport@leapfrog.com and we can look into it further for you. Thanks!"

1-20 Email sent to Facebook support email as advised.

1-25 Still no response to email after checking every single day.
Getting more than a little upset at this point as decide to turn to CAG and complain in a blog.

Kairi is sad!
Spoiler
you might find some help on linkedin by searching for leapfrog and sending people an email there.

http://www.linkedin....ofile_name_link
Posted Image

Buy a ipad its a better learning tool.
I don't really know what your problem is, other than "It doesnt work correctly" but here's some links.. you've probably already tried. /shrug


http://www.fixya.com...g_my_pal_violet

http://lfccontent.le...onnect_Help.htm

hmm.. that last link doesnt bring you to the page.

anyhow, here's a copy/paste of the page I wanted to link to:






LeapFrog Makes Returns Easy!

Items purchased from the LeapFrog Online Store can be returned for refund within 90 days of the date of purchase, as long as the product has not been used and is in its original packaging.

When returning merchandise, please repack the item(s) you are returning in the original shipping box or a similar box. Then circle the item(s) being returned on the enclosed packing slip and send this along with the return. Please keep a copy of the packing slip for your records. A print-out of your order confirmation email may be substituted for the packing slip.

Items sold as part of a bundle package may not be returned separately; bundle contents must be received in full for a refund to be processed. Occasionally we offer special promotions such as “buy 2, get 1 free.” If you would like to return merchandise purchased as part of a promotion, you must also return the free item in order to receive a full refund. Any item that is returned without the promotional item(s) that was included with the original transaction will have the value of the promotional item deducted from the refund amount.

If you do not include the packing slip or order confirmation email with your return, or if we receive the merchandise after the 90-day return period, a credit will not be issued and your merchandise will be returned to you.

Refunds for merchandise will be issued to the original form of payment at the billing name and address on the original order.

Shipping charges are not refundable.

We recommend returns be shipped via a method which provides proof of delivery such as UPS, FedEx, or registered mail. Make note of your tracking number for your files. LeapFrog is not responsible for items lost during shipping.

We do not accept COD returns.

If you are experiencing difficulty with your product, DO NOT RETURN IT. Please contact us first at support@leapfrog.com or 1-800-701-LEAP (5327) for assistance.

Hours of Operation:
M - TH: 9:00 am - 5:00 pm EST
FRI: 9:00 am - 3:00 pm EST
Send returns to:

LeapFrog Online Store
ATTN: Returns
13479 Valley Blvd
Fontana, CA 92335








Maybe call them?
@phantasyx Not everyone can afford an ipad for their kids toplay on.
I like the part DO NOT RETURN IT!!!

Fuck you. Your product stinks. I'm returning it.
oh wait.. here's another that might help
http://www.leapfrog....stributors.html



International distributors


If you are located outside of the United States, please see our list of international distributors below.

If you do not see the country you require, or you have a general international query, please direct this to the International Sales Queries contact at the bottom of the list below.

To find out more about LeapFrog products, please contact the distributor directly.



Country Vendor/Distributor
Australia
Funtastic Limited
Level 2, Tower 2, Chadstone Place
1341 Dandenong Road
Chadstone VIC3148
Australia

tel: 1800 660 655
email: info@funtastic.com.au
url: www.leapfrog.com.au

Cambodia & Laos
Smart Fun Ltd

Sok Piseth

tel: (855-23) 212 081
fax: (855-23) 214 712
email: pisethsok@toysnme.net
Canada LeapFrog Canada
tel: (800)701-LEAP (5327)
url: www.leapfrog.ca
Caribbean
Medix Wholesalers Inc.
Patrick Arrojo
tel: (305) 593-8222
fax: (305) 593-0067
email:medix1@medixinc.com

Central America
South America
EBI
Renzo Sandoval

tel: (305) 406-1386

fax: (305) 406-2911

Colombia Milhem Continente S.A.
tel: (575) 353-1110
fax: (305) 892-1566
France LeapFrog France
tel: 0800 348 672
www.leapfrog.fr
Hong Kong
Toys R Us:
Customer Service tel: +852-2991-6222
http://www.toysrus.c...ide/Service.htm

Other Consumer Support inquiries: international2@leapfrog.com

India and Sri Lanka
Excel Productions Audiovisuals Pvt. Ltd.
405 Powai Plaza
Hiranandani Gardens
Mumbai-400076
India.
tel: +91-22-40500705
mobile: +91-9820515241
tel: +91-22-40500700
fax: +91-22-40500701

Contact: Mohammed Dhorajiwala
mohammed.dhorajiwala@excelgroup.in

Indonesia PT Mitra Adiperkasa
Mary Grace Samson
tel: +62-21-574-5808 (ext. 148)
fax: +62-21-5748514-5746850
email: marygrace@map.co.id

Other Consumer Support inquiries: international2@leapfrog.com

Japan
LeapFrog HK Ltd
Retailer inquiries: smacdonald@leapfrog.com.hk
Consumer Support inquiries: international2@leapfrog.com

Korea
Zambus Korea

Roger Cho
tel: +82-32-818-0492
fax: +82-32-818-0494
email: chhsw11@zambus.co.kr

Malaysia
Jingle Box Sdn Bhd
tel.: +60 3-80239963
fax: +60 380239263
email: care@jinglebox.com.my

Consumer Support inquiries: international2@leapfrog.com

Malta Patrick's Freeway Mktg Ltd
Patrick Sammut
tel: 356- 21 463332
fax: 356- 21 468351
email: fm@maltanet.net
Mexico
LeapFrog Mexico
Jaime Hernandez Guillessen
tel: 52 55-5661-3708

toll free from Mexico: 01 800 999 LEAP
fax: 52 55-5203-0596
email: jhernandez@leapfrog.com
url: www.leapfrog.com.mx

New Zealand Planet Fun Customer Service
tel: 64-9-917-4010
fax: 64-9-917-4009
url: www.leapfrog.com.au
Myanmar Monument Books
Tel: +951 536 306 / +951 537 805 / +951 705 063
Fax: +951 536 306
Email: yangon@monument-books.com
North Africa & Levant: (Jordan, Lebanon, Syria, Morocco, Libya, Tunisia, Algeria)
TOY TRIANGLE CO.

Amman Jordan,
tel: +9626 5811 254
fax: +9626 5811 267
email: rakan@toytriangle.ae

Philippines

Ban Kee Trading, Inc.
Alberto Coronel
Tel (632) 371 99 78 Loc 123
Email: albert.coronel@bankee.com.ph

Qatar Toy Triangle Qatar Limited W.L.L
P.O Box: 24439
Doha- Qatar
tel: +974-4887587
fax: +974-4887574
email: husni@toytriangle.com.sa
Saudi Arabia
Toytriangle Company Limited
P.O.Box 18253, Jeddah 21415,
Kingdom of Saudi Arabia
tel : 00966 2 6743737
fax : 00966 2 6743636
email: info@toytriangle.com.sa

Singapore & Brunei

Infantree
Suzanne Tan
tel: +65 6454 1867
email: info@infantree.net

Customer Support inquiries: international2@leapfrog.com

South Africa Prima Toys South Africa
Wanda Ambrosini
tel: 27-11-493-8300
fax: 27-11-499-5900
email: primatoys@mweb.co.za
Spain Cefa Toys, S.A.
tel: 34 976-14-4499
fax: 34 976-14-4608
url: www.cefatoys.com
Thailand
MAP Active
Nisanat Boonkaew
tel: 66-2670-0184 (ext. 400)
fax: 66-2670-0183
email: nisanatb@mapactive.co.th

UAE & Kuwait TOY TRIANGLE Company Limited
P.O. Box 115731
Airport Road
Al Garhoud
Dubai
UAE
tel: +971 4 286 90 95
fax: +971 4 286 90 97
email: azeem@toytriangle.ae
Vietnam
Mang JSC
Minh Tu Bui
tel: +84 (08) -3-925-1718
fax: +84 (08)-8-925-1719

email: minhtu.bui@toycity.com.vn

Yemen & Sudan TOY TRIANGLE CO.
tel: +967 1503 949
ax: +967 1503 948
email: a.alhudaili@toytriangle.com.sa
International Sales Queries
LeapFrog Toys(UK) Limited
tel: 44 1895-202-840
fax: 44 1895-813-715
email: international2@leapfrog.com
url: www.leapfrog.co.uk
Better Business Bureau. I used it once and got good results. If you paid by credit card, call them and tell them what's going on and maybe they can help you out.
Have you tried getting a replacement at the store you bought it? Many store as long as you have a receipt will let you take new one for the old one. That or well.... keep trying? Sorry.

May 2022

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