• Report: #735428

Complaint Review: LeapFrog

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  • Submitted: Wed, June 01, 2011
  • Updated: Wed, June 01, 2011

  • Reported By: Jessica L. — Minnesota United States of America
LeapFrog
Internet United States of America

LeapFrog SHAME On LEAFROG-Brainwashing Kids as young as 3! Internet, Internet

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Followings is a series of emails between myself and Leapfrog, the childrens toy/electronics company.  This problem has not been resolved.  Please help me to tell off Leapfrog- don't encourage their marketing to our children.  As parents we should take a stand against the blatant marketing that Leapfrog programs into their toys, as well as their constant encouragement to children as young as three to use the internet.  I would never purchase another one of their products again but that is insignificant to them.  Please help me to make a bigger ripple and hopefully create some real change.  My lost money on a product I am not comfortable with my child using would be a nice thing to get back but the bigger picture is more important to me. Thank you and enjoy the reading:)  My letters are in bold.  Everything was conducted by email.

Customer (N Levy)04/27/2011 09:45 PM
I am extremely disappointed with the Leapster Explorer we recently purchased for our child. The design of the product is nice and the game we purchased, Mr. Pencil, is fine, the disturbing thing about the Explorer is the blatant marketing to children. Every time my child turns it on it begs him to connect to the Internet to play more games. The movie demos and game previews are another pathetic attempt to market to my child. I purchased a game for 4-7 year olds so why are you marketing an X-Men game that is for 5 years old and up?

Also take note, I purchased "*Mr Pencil*" for the purpose of not exposing my child to your Disney/Pixar takeover of life. I would like a complete refund including shipping as I will have to mail the product to you because we live overseas. Or if you can remove the advertising or send me an older Leapster that was manufactured before you lost your conscience and decided to market directly to children that would also be acceptable.

If you would like me to expound on why your level of marketing is more disturbing than brightly colored cereal boxes or Playmobile pamphlets I would be happy to, but I'm sure your well paid marketing team has already discussed this disturbing trend and is well aware of their folly. I can be contacted at this email or by telephone.  I appreciate your prompt attention to this matter.

Sincerely,
Jessica 


 Response (Gina Paola L.)04/28/2011 02:58 PM
We are very sorry for all of the inconvenience this may have caused you.
Our next update to the LeapFrog Connect application is now scheduled for May. Once the Explorer is connected after that update, there will be a new option on the handheld to turn off trailers and demos.
We hope you will accept our sincere apologies for any difficulty that you have encountered in dealing with our company. Please know that we have carefully read all of your comments and take them seriously. We will do our best to make as many improvements as we can so that you, our customer, will have a positive experience in all future dealings with LeapFrog.
 
 Customer (N Levy)05/02/2011 06:59 AM
This is not an appropriate resolution because your product still tells my child to connect to the Internet whenever he is viewing a certain pages. I don't want the constant marketing and not so subliminal messages to be a part of my child's learning experiences. I would like an older version of your product or a complete refund. Let's resolve this promptly.

Response (Gina Paola L.)05/03/2011 01:14 PM
Since the Leapster Explorer is a connected product, it will require the user to connect it to the computer to redeem the tokens your child has earned when playing games. The tokens can be used to download micromods that serves as additional features for your child's games. You can also use these tokens to purchase treats for the pets on the handheld.
You may also need to connect your device to view the play details of your child.
For the inconvenience, we would like to give you this 15% discount code that you can use on your purchases online at www.leapfrog.com. The code is 15LEAPFCS and it is for one time use only. The code is valid until May 31, 2011.

We can also push two Leaplet apps on your device for the inconvenience. You may just reply back with the titles of the Leaplet apps of your choice.
We apologize for any inconvenience. If you have any further questions, please let us know.

N Levy to LeapFrog
show details May 4
Gina,
I understand that the handheld is a "connected product."  However I was not aware of the constant pressure to connect to the Internet.  This is not acceptable.  It is one thing to have a product which is Internet compatible or can be enhanced through the Internet, it is a completely separate issue to pressure five year old to go on the Internet.  He never heard of the Internet before your product.  Why would a five year old need Internet access?  Maybe he needs an IPad too.

There are only two ways to resolve this.  Either you provide me with an older version of the handheld, which is how I became acquainted with your product or you give me a full refund plus shipping.  More "Leaplet apps" will not take away the annoying features of your product so I don't understand your logic as to how this would be an acceptable resolution. 
Thank you, Jessica
.


N Levy to LeapFrog
show details May 13
Gina,
Have you come up with a workable solution?
Jessica 

Leapfrog (Lu-Ann) to NLevy May 13 
We apologize for any inconvenience.
If you want a refund for the Leapster Explorer, you will need to return it to the place of purchase. We can only process a refund if it was ordered from our online store (www.leapfrog.com) and should be within the 90 days from the date it was purchased.
Regrettably, we are unable to process a different item for replacement.
Should you need further assistance, please let us know.

NLevy to Leapfrog May 15
This is completely unacceptable.  The place it was purchased from ToysRUS Hong Kong has a fourteen day return policy.  The handheld was purchased for my child from there and brought back from my husband from overseas.  Obviously you can see the problem.  A company with any integrity would understand the dilemma here and try to satisfy the customer.  You are marketing to children at every possibility so you can satisfy your bottom line.  I am trying to raise an intelligent child without subjecting him to the disgusting culture of consumerism that you are pushing on children as young as three. Shame on Leapster.  Please issue a refund or come up with another way to satisfy this problem.  I would hate to have to make a bigger deal out of this then necessary. 
Please forward this to someone who is capable of making decisions, not just a customer service rep who is following protocol. 
Thank you for your prompt response, Jessica


Leapfrog to NLevy
We are unable to process a refund if the item was not purchased from our online store. You may provide us your mailing address and we will try to check if what we can do to resolve this issue.
Thank you.

NLevy to Leapfrog
This is completely unacceptable. The place it was purchased from ToysRUS Hong Kong has a fourteen day return policy. The handheld was purchased for my child from there and brought back from my husband from overseas. Obviously you can see the problem. A company with any integrity would understand the dilemma here and try to satisfy the customer. You are marketing to children at every possibility so you can satisfy your bottom line. I am trying to raise an intelligent child without subjecting him to the disgusting culture of consumerism that you are pushing on children as young as three. Shame on Leapster. Please issue a refund or come up with another way to satisfy this problem. I would hate to have to make a bigger deal out of this then necessary.

Before I send my mailing address I would like to know what you are sending.  A check with the amount I've spent on your product would be appropriate.  
 

 Response (Lu-Ann D)05/20/2011 12:44 PM
We apologize for any inconvenience.

Unfortunately, we are unable to send you a refund check. If you have receipt and packaging, please contact a local Toys R Us store in your area.
Thank you.

NLevy to Leapfrom 5/21
If you read my initial response you would see that I am unable to return the item because it was purchased at a ToysRUS with a 14 day return policy.  As this was a birthday gift, it was not opened within the fourteen days. 
Your company CAN accept a return of the product your company has manufactured but your company CHOOSES not to.   

If you are unwilling to offer a basic service that any other respectable company would offer, I will take this to the next level.  You may not be willing to return my $100 plus dollars (Explorer, games, carrying pack) but I will make sure that other parents are cognizant (think Facebook, Twitter, Ripoff.com, YouTube, etc.), of the brainwashing attempts employed by Leapster and your poor customer service. 

Shame on Leapster.  You had an easy opportunity to correct this.  I hate to waste my time on this.  Please don't underestimate a mother's desire to provide her child with what is best for them and not be swindled in the process.

Please forward this to someone who is capable of making decisions, not just a customer service rep who is following protocol.

Thank you for your prompt response, Jessica S


N Levy to LeapFrog
show details May 22 (10 days ago)
The last acceptable option before I waste my precious time on advertising the evils of Leap Frog is to exchange my brand new barely used Leapster Explorer for one of your products that does not need to attach to the internet to function at full capacity and does not contain inappropriate demos.  I'm sure you can get a tax deduction for donating it to charity.

If you give me an address I will be happy to mail it to you, along with a copy of my receipt so you can see the date of purchase and provide me with one of your products that is more child appropriate, (sans internet, violent video demos) that is of a compareable price.

If you choose not to, unfortunately I will have no choice but to "open up a can of worms."  The internet makes it so easy to communicate with a wide audience.  Please do the honorable thing.
 
If this works for you, please provide me with a shipping address. I will even absorb the costs of shipping since it will surely save me time.  I'd rather not have to set up some pathetic Facebook page or make a YouTube video called "Shame on Leapster" and hope it goes viral.


This report was posted on Ripoff Report on 06/01/2011 05:12 AM and is a permanent record located here: http://www.ripoffreport.com/r/LeapFrog/internet/LeapFrog-SHAME-On-LEAFROG-Brainwashing-Kids-as-young-as-3-Internet-Internet-735428. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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