We have used VTech toys since the girls were born, and we finally bought this crib soother two weeks ago to soothe the babies in their new beds. Well, last night the projector feature - the reason we got this soother - stopped working. We kept the soother outside their beds so they both could enjoy it, so it is not like the twins broke it, it simply stopped working. I just got off the phone with VTech customer service, and I am furious. Their customer service agent spoke broken english, and I am not sure how much she understood. Anyways, she had me go through several problem solving steps. For instance, she actually set a timer for x minutes for the batteries to stay out of the compartment, she had me flip the on and off switch 15 times, it was just one silly step after another that in the end fixed nothing. First I was on hold for about 20 minutes, then all the steps - not to mention her "documenting" everything - took a long time too, talk about wasting time. The projector portion of this crib soother is obviously broken. There could be a blown light bulb in there, I don't know, but the rest still works. After doing everything she asked, I told her I really just want the soother to work, and if her steps can't fix it then please send me a new soother and I will give her my old (a whole 2 weeks!) one. The answer was no. Because I don't have the receipt (which she kept reminding me was a very important document!), the only thing she could offer me was $10 off a new one, but, there would be a $5 shipping fee. I told her that is just awful customer service, we bought the crib soother brand new 2 weeks ago, and it stopped working for no reason, and she reiterated that the only thing she could do was to give a rebate on future new purchase. We have a house full of VTech toys - which the twins love - but they just lost some very loyal customers over a $25 crib soother. Also, I will make sure to tell anybody considering a VTech product to stay away. This was poor, poor customer service for an obviously poorly made crib soother.
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