Kudos to RC2 for the handling of the Thomas trains recall. While I was surprised and dismayed by this recall, and a bit put out to fill out the form and mail our James back, I am impressed with the way the company is handling everything. I received a very professional and courteous email confirming receipt of the train, then, a week later, we received a “free gift” (Diesel — one we didn’t have yet) with a letter assuring us that our replacement James is on its way. Thank you RC2 for taking responsibility for the mistake and for taking care of your customers.
On the other hand, Mattel is bungling things, in my opinion. Our Sarge (from the Cars movie) is recalled and instead of replacing it, Mattel is sending us a $7 voucher for a new one. What?! We looked long and hard for our Sarge and it wasn’t easy to find. The way the Cars are distributed is in boxes with all different characters. The store doesn’t know what characters are in the box or when they might be getting a certain character. So now Mattel wants me to send back our Sarge and start trolling Target for a new one? Why not just send it to me? It seems to me that Mattel should WANT people to return the lead infested toys so that they are out of circulation and can be disposed of safely. By offering vouchers, the company is just encouraging people to hold on to the Sarge they have rather than having to go out and hunt for a new one. Talk about not respecting customer’s time! Mattel is responsible for the lead in the toy and yet not only do I have to take time to send ours back, but I have to go out and find a new one? Come on Mattel, own up to your mistake and make good with your customers. Boo, hiss, Mattel.
What’s up with all the lead anyway? I was just waiting for the Cars to have a recall. I wonder if Matchbox or Hotwheels will be next? I’m tempted to take all the toys stamped “China” away until Van stops putting things in his mouth. But that would only leave about five toys.
UPDATE: Yesterday I received the emailed prepaid postage label from Mattel. The email was strange, clearly modified from one that had nothing to do with the recall (it included the phrase “Please be assured that we have forwarded your comments to the appropriate individuals.” when there was no place for me to include comments — believe me, if there was, I would have given them an earful.) On top of the poorly written email, it included the following instructions:
“The maximum size of the package must be less than 108 inches total. The total is calculated by doubling the package height, plus double the package width plus the length. The length is the longest side of the package.”
To which I say back to Mattel “Huh?” Could they make this any more complicated.
MEANWHILE…. RC2 continues to wow me with their very responsible and conscientious handling of the recall. Today I received a check for $1.81 to cover the cost of postage to send our train back. The check probably cost more for them to process than the postage amount. Unexpected and appreciated, RC2.
catbird :: Aug.14.2007 ::
customer service, mommyhood ::
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