Complaints

• Initial Complaint

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Subject: Warranty Claim for Defective Headset Landline Dear [Vtech],I am writing to formally file a warranty complaint for my headset landline, model CM18445, purchased on [ 04/04/2024. Since acquiring the device, I have consistently encountered issues with sound quality, including frequent static and dropped calls, which make it nearly unusable for both personal and professional communications. Despite following all troubleshooting steps outlined in the user manual, the problems persist. Given that the headset is still covered under warranty, I kindly request a replacement or refund for this defective product, as it does not meet the expected standards of quality. Thank you for your attention to this matter.Sincerely,[***** P]***********]

  Business response

  11/13/2024

  On November 13, one of our Corporate Escalation representatives called Mr. ***** ******** to address the complaint raised. Our representative was able to speak with Mr. ******** and was able to confirm he has done all of the necessary troubleshooting on their business phone but it still did not work as expected. Our representative apologized for the inconvenience, offered a replacement handset to be sent to the customer in advance. Mr. ******** agreed with the replacement with the assurance that it will be processed and shipped out as soon as possible. He was informed of the processing and shipping timeframe of the replacement handset that will be sent to him. No additional concerns were raised.
  
  

  Customer response

  11/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a warranty replacement issue for a baby monitor with vtech that I contacted them about May 1st of 2023. They assured me a different model was the exact same except for no light so I agreed to having it sent it finally arrived may 31st. I opened it and the zoom setting was not at all the same so I contact vtech to ask next steps. After no response for months in July they finally told me I could send it back and get the correct one. I asked them for a shipping label because the first they sent I was told was expired by the shipping facility. Fast forward to March of this year and they finally responded to my monthly emails saying they had a system update and were making sure I was still interested in a replacement. Said yes the same day and then there was no response from them from March 15 to may 14 and no item shipped. In may they asked the same exact questions that had been asked already about what happened to the unit serial no. Etc. Then stated that they didn't have the right model and offered the one they had already sent me that I told them wouldn't work. It is now June 3rd and I've heard nothing from them since may 16.

  Business response

  06/04/2024

  On January 3, one of our Corporate Escalation representatives called *********************************** to address the complaint raised. Our representative was  unable to speak with ********************, only their voicemail picked up the call. Our representative then reached out to the customer via email and got a response on the same day. Our representative apologized for the inconvenience, offered a replacement to be sent to the customer in advance with expedited shipping. ******************** agreed with the replacement and will provide the number of cameras they have so that a *** prepaid return label can be sent to them. 

  Customer response

  06/09/2024

   
  Complaint: 21794218
  
  I am rejecting this response because: unfortunately like the other refurbished camera they sent me it is already having trouble with the connection.  I have a small house and the connection keeps dropping. Refurbished seems to mean still broken. 

  
  

  Business response

  06/14/2024

  On June 11, one of our Corporate Escalation representatives tried to call *********************************** to address the complaint raised. Our representative was unable to speak with ****************, and an email was sent to her instead. Another attempt to speak with the customer was made on June 12 and 13, but our representative was still unable to get hold of the customer and only reached their voicemail. Follow-up emails were sent, and a response was received on June 14. As per ********************, she is currently unavailable and is out of town until July 9. Our representative will try to reach out to the customer by July 9 to properly address the customer's complaint. 

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 08/07/2023 purchased a Vtech Baby Monitor (the product serial n. is SN ************. My child borned in December and the monitor less than two ****** later stopped working. My husband sent an email to VTech's customer service and the response on 12/21/2023 was that in order to replace te product we should send some photos and documents. We answered all the questions and provided all the documents and information required at the same day. It has been 6 weeks since my last message, which remains unanswered.I already gave them an US address to ship the replacement camera, together with all documentation and information requested. VTech Customer Support lack of interest in solving my warranty complaint is appalling. How can a big company as VTech treat its customers in such an egregious way?

  Business response

  02/09/2024

  On February 7, one of our Corporate Escalation representatives sent an email to  ***************************** to address the complaint raised. Our representative initially tried to call ********************** on the phone number that they provided but was unable to do so. However, our representative received an email response from the customer on February 8, stating that their concern was already addressed and they are expecting the replacement to be sent to them. Our representative confirmed that a replacement was indeed processed under ************************** husband, *******************************. Our representative sent another email to the customer providing them an update about the replacement order as well as its tracking information. No additional concerns were raised. 

  Customer response

  02/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have reached out to VTech twice about a monitor not working and have not heard back first time was 10/27 and second time was 12/27 There is no other way to get a hold of them other than email They keep saying they will Get back to me but no one does my Baby monitor does not work and I just want it replaced

  Business response

  01/03/2024

  On January 2, one of our Corporate Escalation representatives called ***************************** to address the complaint raised. Our representative was able to speak with **************** and was able to confirm she has done all of the necessary troubleshooting on their baby monitor but it still did not work as expected. Our representative apologized for the inconvenience, offered a replacement to be sent to the customer in advance with expedited shipping. **************** agreed with the replacement with the assurance that it will be processed and shipped out as soon as possible. She was also informed to return the unit that malfunctioned once she receives the replacement. The customer agreed and she was informed of the processing and shipping timeframe of the replacement unit that will be sent to her. No additional concerns were raised.

• Initial Complaint

  12/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  November 23, 2023, ordered new battery for **** (V-Tech) landline phone. Ordered from telephones.att.com. order #*******, one battery, $15.95. Finally got a battery, just thrown in envelope, looked like a used battery, not wrapped in any protective cover, wires hanging, flopping around inside package. I put the battery in my phones. Battery is DEAD/BAD worthless (used?) battery. I called them to ask for refund. They said they would send me a new one in 3 to 7 business days. I never got the battery. Called again, they changed delivery to 10 days. I still never got the battery. They have changed the delivery a third time, now 13 days. they keep changing the delivery date but I never get the battery. They send me this email: Shipment Confirmation Your order has shipped! Replacement battery order number *******? or *******? Track Order ************************** - Standard (3-7 Business Days) . It may take up to 24 hours for tracking information to become available. When I click on the tracking number, the delivery date just keeps getting later and later, and later and THEY WILL NOT PROVIDE ME WITH ANY CITY, STATE, OR LOCATION OF WHERE THIS BATTERY IS...IT HAS JUST DISAPPEARED. No one knows where the battery is. Next, I noted that this first "bad" battery they sent me came from an address of *************************************************************************************. I researched on ****** and saw that V-Tech Communications **** is located at *************************************************************************************. Then I notice that they are also at *************************************************************************************. The phone number to call them at is **************. 11:09 pm on December 15, 2023 and I cannot use my phone. I finally had to order a new phone from ********* for $100 because I cannot continue waiting for a battery (that doesn't exist- because it's a scam) to never get here. **** REFUSES TO REFUND MY MONEY You can call my mobile phone ************

  Business response

  12/19/2023

  On December 18, one of our Corporate Escalation representatives called ***************************** to address the complaint raised. However, she was not able to talk to the customer and left a message on ******************** voicemail. On December 19, our Corporate Escalation representative tried calling the customer again and was able to speak with her. Our representative apologized for the inconvenience, and **************** confirmed that she received the replacement battery. It was also confirmed with the customer that she no longer wants the refund that was initially requested. Our representative suggested to have her other phone refunded but the customer has decided to keep it. No additional concerns were raised.
  
  

  Customer response

  12/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  11/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a VTECH baby monitor MODEL RM5856-2HD from ***************************** on 06/16/2023. Towards the end of October, the monitor stopped working. It turns on and off in a constant loop - what VTECH refers to as "boot looping." We attempted a reset of the monitor and tried powering the monitor on and off. It continues to loop, the reset doesn't work and turning it off and on did not work. We attempted to let the monitor's battery die and then plug it in to charge to see if that resolved the issue but it continued to loop. My husband attempted contacting VTECH on 10/25/23 from email: *************************** They requested the model number which he replied back with and then nothing. No response from VTECH after that. I got on their website to look for warranty information to submit a request but the model we have was not listed in the dropdown. So I submitted a request on 10/25/23 to their email. I emailed again on 10/30 and again on 11/01 from email: **************************** ticket # ******. I finally received a response back requesting a detailed list of information to submit for the replacement. I emailed everything that was requested on 11/05. No response. I tried to email again on 11/08 and still have not received a response back to date. I should be receiving an email with a *** label to return my monitor and also notice of a replacement monitor being sent but I've received nothing. I am reaching out to BBB in order to assist so that we can get this resolved. We've been without a baby monitor for our two kids since 10/25 and can't afford to go buy another. I have really bad anxiety and not being able to monitor my kids during the night hasn't helped with my mental well-being. I ask that this be escalated and resolved ASAP. Thank you.

  Business response

  11/13/2023

  On November 10, one of our Corporate Escalation representatives called Ms. *********************** to address the complaint raised. However, she was not able to talk to the customer and she sent an email to ask ************** for her best call back information. On the same day, ***********************, ****************** husband called and spoke with one of our technical representatives. Our representative apologized for the inconvenience, and offered a replacement to be sent to the customer in advance. ************** accepted the offered replacement. He was also informed to return the unit that malfunctioned once they receive the replacement. The customer agreed and was informed of the processing and shipping timeframe of the replacement unit that will be sent to them. Our Corporate Escalation representative tried to reach out to Ms. *********************** again on November 13 to confirm that their concern was addressed accordingly. However, we were still unable to speak with **************. We received an email from ************** on November 13, indicating that their concern was addressed when her husband called last November 10 and they are now waiting for the replacement. No additional concerns were raised.

  Customer response

  11/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. VTECH shipped replacement which arrived on 11/15/23. We set it up and made sure everything worked and now we can see our kids at night again which gives us peace of mind. We shipped the return via *** on 11/16/23 with the return label provided. Thank you all so much for helping us get this resolved!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  vtech-grow-along-bounce-38-go-pony Front wheels comes off. Contact Vtech. they said they cannot do anything since more then 3 months. This is not safe for the kids to ride. should recall the toy.

  Business response

  10/16/2023

  The customer making the complaint will be contacted to gather more information on his complaint and look to resolve to his satisfaction.

  Also please note that the contact person "***************************" is no longer with VTech.

  I will check to determine who should be listed along with their email contact information so that BBB can update.

  Regards,

  ***************************

  VTech Technologies ****** Ltd.

  ***************************************

  Business response

  10/30/2023

  VTech Kids toy products carry a 3 month warranty from date of purchase, which is in-line with toy industry standards.  Regrettably, the customer's purchase was out of the warranty period.  In this case, we contacted the customer on October 17 and offered a replacement product free of charge as a one time courtesy.

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Baby monitor purchased and just after the one year warranty expires the equipment stops turning on. I tried, at their suggestion and out of my pocket, replacing ******************* do not purchase baby monitors to last for one year. VTECH is not responsive to my complaint and concerns that this is a faulty product.

  Business response

  08/09/2023

  On August 9, one of our Corporate Escalation representatives called Ms. **************************** to address the complaint raised.Our Corporate Escalation representative was able to speak with ************************** and apologized for the inconvenience. Our representative offered a replacement to be sent to the customer in advance. ************************** accepted the offered replacement. ************************** was also informed to return the unit that malfunctioned once she receives the replacement. The customer agreed and she was informed of the processing and shipping timeframe of the replacement unit that will be sent to her. No additional concerns were raised.

• Initial Complaint

  08/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ordered a baby monitor from vtech in March with two cameras. After 2 months, one camera stopped working and one camera kept disconnecting from the monitor. We received a replacement through the warranty (which vtech took weeks to resolve/send) and almost immediately we began having problems again. Despite the range advertised being significantly longer than our apartment (****ft advertised vs. our 50 ft space between the monitor and the camera) the connection consistently drops when we move the monitor through to our bedroom. We have contacted vtech about it. They have been very slow to respond and sent some instructions to attempt to fix it which have not worked, if anything they have made it worse since it seems to be disconnecting even more often. We have asked for different solutions but they simply keep sending the same instructions again. At this point we feel a refund if the only option, so we can purchase a working system.Order number (ordered from Amazon but we have been communicating directly with vtech since Amazon wouldn't do anything) is 111-6324182-7386609.

  Business response

  08/09/2023

  On August 7, one of our Corporate Escalation representatives called ************************************* to address the complaint raised. However, he was not able to talk to the customer and she sent an email to ask ********************** for his best call back information. On August 8, our Corporate Escalation representative called ********************** again and was able to speak with his wife. Our representative apologized for the inconvenience, and offered a replacement to be sent to the customer in advance. *********************** declined the replacement offer and opted to be refunded. Our representative explained to the cx the refund policy and process. *********************** understood the refund process and opted to proceed with it. Our representative informed *********************** of the refund's processing timeframe and how the check will be mailed to the customer. No other concern was raised.  

  Customer response

  08/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

  Customer response

  08/25/2023

  The company agreed to send a check for the refund. They said it would take 10 to 12 business days. This timeframe has now passed and the check has not arrived.

  Customer response

  09/01/2023

  Check finally received. This can be closed out again. Thank you.

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We received model RM5766HD for a baby shower gift and only used it for 7 months before the screen stopped working. I called in to receive a replacement and was told that this product was out of stock (even though every local store had them) and they wouldn't know when they'd receive more nor would they reimburse us if we went out bought another unit at $130. We didn't have the extra money to spend on another unit nor could we wait any longer with no baby monitor at all. They offered us model RM5764HD as a replacement and since our hands where tied we had no other option but to accept it and it is not the same quality as our original unit we owned. The video monitor seems cheaply made, the battery life is *** 2-3 hours before dying (original on is 12 hours of battery life), we also lost features such as Touch adaptive color night light, WeeSleep sound & light profile, 2K CMOS video sensor, 30 event local recording, Wide-angle viewing up to 135 degrees. After using this replacement for a little bit its clear that they gave us a lesser/cheaper model instead of either a better or similar. (even though the price are the same ($129.95)they aren't made the same nor have the same features). We loved our original unit but this "replacement" one is not a great unit at all.I am requesting to have our original model RM5766HD or RM7766-2HD (planning on having another child soon) be sent to us and we will return this lesser model.

  Business response

  07/10/2023

  On July 10, one of our Corporate Escalation representatives called *************************** to address the complaint raised. Our representative apologized for the inconvenience, and offered a replacement to be sent to the customer. ************** was also informed to return the unit that malfunctioned once he receives the replacement. The customer agreed and he was informed of the processing and shipping timeframe of the replacement unit that will be sent to him. No additional concerns were raised.

  Customer response

  07/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩