If you followed my struggles with Fisher Price’s customer support here and here, you might wonder if anything more happened. I did get some resolution, though I still think they missed the big picture. Here is what happened since my last post.
After my second email to Fisher Price (here), this was the response I received:
Thank you for contacting us. We appreciate the time you took to share your thoughts with us and your disappointment concerns us.
Consumer feedback is very important to us and we want to assure you that your comments have been forwarded to the appropriate individuals, here at Fisher-Price, for their interest.
We believe that we can best advise or assist you if we had the opportunity to speak personally with you. Please provide your contact information and we will contact you shortly.
For the most updated information regarding our current toy line, please visit www.fisher-price.com
We will work hard to merit your future support of our products.
Mattel Consumer Relations
I responded with my phone number, and someone reached out to call me the next day. We played phone tag for a couple of days, and then Wednesday I was finally able to talk to someone.
I was told that my first email was taken as a “service email” – they thought I wanted help fixing my highchair… I don’t know how they got that, but ok. I explained again that my purpose was merely to provide feedback. I stressed over and over that I love FP and that I just thought they should know when a product that bares its name is no good. I was assured that my email was passed along… but I wonder what that really means.
I continued to tell her how disappointed I was in the response I received, since all I really wanted was someone to say “Thanks, we will look into that.” Again I was given some line about thinking I needed “service” again. But then she offered to give me a $10 Fisher Price gift certificate. I told her again that I wasn’t asking for anything. After trying twice more to drive that point home, I gave her my mailing address for the gift certificate. After all, as I told her, I am not going to turn down a gift certificate for my favorite toy company.
Unfortunately, I was still left dissatisfied. I know they attempted to give me something to fix the situation, and I like that… but I just don’t know if the people who need to know will ever hear me… Oh well… On to other things.