Even More Disappointed in Fisher-Price

Yesterday’s post “Disapointed with Fisher-Price Christmas Present” was sent in an email to several customer support email addresses at Fisher-Price and Mattel. While I wrote the initial letter and posted it here on my blog with a sincere intention of bringing the issues with this toy to Fisher-Price and Mattel’s attention – since I have read a number of reviews complaining of the same thing – and informing you not to buy this toy. The response I received from FP Commsumer Affiars (CATS) raised my level of stress through the roof. Here is that response:

Thank you for contacting us.  We appreciate the opportunity to respond.

This product is manufactured and serviced for us by another company named Tolly Tots, under a licensing agreement.  We have granted them the right to produce certain items bearing our brand name.  Please contact them directly for assistance with this product.  They can be reached at:

1-888-438-8808
www.tollytots.com

Sincerely,
Mattel Consumer Relations
service.mattel.com 
 

In response to this email that basically shrugs off responsibility for a toy that is placed on shelves for consumers to purchase under the Fisher-Price and Mattel brands, I sent this email at 2:11 pm EST:

This is the most disappointing cop-out email I have ever received. I am very familiar with licensing agreements, and I understand that you do not directly manufacture this product, but your name is on it – you should stand behind it. As a consumer I bought this product with your name on it – everywhere. I bought this product because it represented itself as part of the Fisher-Price and Mattel brands that I have come to trust and rely on. Are you telling me that because you now license your name to other companies you no longer stand behind all products that bare your name – you only stand behind those you directly manufacture?
 
Come on, let’s be reasonable. Tolly Tots wants your name because people trust your brand reputation. Consumers want to purchase products from trusted companies that stand behind their products – not companies we have never heard of. And you license your name so you get a cut – so that’s it, you take your cut and you aren’t responsible for a piece of junk toy for a toddler? Is that the message Fisher-Price and Mattel want to send to parents?
 
I wrote my first letter hoping to point out a flaw in your product so that if enough people point it out you could correct the problem. After all, the concept of the toy is great, it is just the execution. Now, I am not only disappointed, but I am upset. I am upset that I was duped into buying a toy that bore the name of my favorite toy manufacturer but that they take no responsibility for.
 
Please send me a full list of toys ACTUALLY manufactured by Fisher-Price under the Mattel brand – toys that you will stand behind – so I can be mindful of my future purchases. After all, I wouldn’t want to buy something wonderful and give credit to company that doesn’t manufacture it either.
 
A very unhappy mom,
 
Jennifer Burg
www.TheSuburbanMom.com

As of 7 pm, January 5, 2010, I have yet to receive another reply – other than the auto reply of receipt. I have contacted Mattel’s Facebook Fan Page requesting contact information (not detailing the problem) and Mattel’s Twitter account – with a link to the initial post.

I hoped to receive a response quickly telling me that this is not what was meant, and that they would be happy to forward my email to the appropriate department. But as the day ticked away, I realized this was not going to happen. Mattel is an international company and they don’t care about one mom’s opinions. This is corporate America – “It’s not my problem.”

Will I stop buying Fisher-Price or Mattel? No way, they make great products! I just wanted someone to acknowledgethat this toy is junk. (And I hope in the future I don’t have a problem more serious than this!)

So, back to the original purpose at hand – don’t buy the Fisher Price Little Mommy Highchair, it’s not a good toy.

Fisher-Price, if you are listening, I am disappointed…