Below is an edited copy of my correspondence with this company, whose customer support is lackluster, to say the least.
This whole issue to related to this company's refusal to accept payment for a subscription renewal in any form other than a credit card. The subscription is necessary to use the equipment, as information is downloaded from their website to the equipment. The equipment is useless without the subscription. Nowhere on the packaging advertising is it mentioned that membership must be paid using a credit card.
The correspondence should be read from the bottom to the top.
I also find it interesting that a company which is selling educational products can't hire a customer service rep who knows the difference between "except" and "accept".
Discussion Thread
Customer 07/07 07:12 AM
This issue has NOT been solved and merely resending the previous response to my original question does not meet the criteria for solving the problem. I don't want to use a credit card and I want to renew the subscription. I want either the subscription renewed or a refund of the retail value of the equipment I purchased. Period. If I receive another canned response, or a response I consider unsatisfactory, I'm advising you that I will be posting all our correspondence to a consumer website called "The consumer complaints" which is accessible to anyone on the WWW who types in your company name. Not good PR, folks, and the information is NEVER pulled off the website (unlike the BBB's). So think hard about resolving this issue.
Customer 06/27 05:41 AM
Original Message
From: LeapFrog US support
Sent: Thursday, June 26 3:58 PM
Subject: Checks accepted for a Subscription renewal? [Incident:
030626-000004]
Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response. Please read all the way to the end.
We will assume your issue has been resolved if we do not hear from you within 96 hours.
Thank you for allowing us to be of service to you. Season's Greetings.
I find this response totally unacceptable. I purchased the Turbo Twist, the Mind Station & cartridge (totalling over $150) with the expectation that I would be able to use this product beyond a trial period. Why am I being penalized for not having (or not wanting to have) a credit card, when a payment in the form of a money order is just as good as cash? I don't remember reading anywhere on the boxes in which I purchased the equipment that a credit card was required for membership (and I currently have all those boxes). I believe your policy violates the Truth in Advertising act and I can see only two possible resolutions to this issue:
1). You can accept a money order for $19 as full payment for a 52-week subscription renewal; or,
2). You refund the full purchase price of the equipment upon receipt of same. It isn't going to do me any good if I can't use it.
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