Summer Infant Customer Service

After expressing my displeasure about my Summer Infant baby monitor breaking after just a few months and posting the link to my blog on Twitter and writing to them through their website, the company immediately responded. Besides the fact that the monitor broke pretty quickly, I was peeved that you couldn’t buy JUST the monitor to replace a broken one — you had to shell out almost $240 for an entirely new system.

After some back-and-forth, Summer Infant decided to send me a new monitor, despite not having a gift receipt or the box any longer. That’s some great customer service. I had the replacement monitor within a week. A good thing, too, as I couldn’t see our 2-year-old on the screen any longer.

I appreciate the faith they had in me, that my gripe was legitimate (it, of course, was). Of course, this gets them a little bit of good press, too.

I Have a Broken Summer Infant Baby Touch Video Monitor

… and I am not pleased about it.

Got this Summer Infant Baby Touch Video Monitor as a gift a few months ago, to replace an older model I’d had for a few years. It completely changed our world. Rather than transmitting a picture of just a portion of our toddler’s room, we could pan in all directions! The ability to talk to her through the handheld monitor portion was by far my favorite feature — I can’t tell you how many times I was able to tell her, “Go back to sleep, it’s too early!” and squeak another hour out of her (even if I was lying).

Now, the monitor is showing THIS:

SummerInfantMonitorBroken

Not ideal, not ideal at all.

It started in that upper-left corner with the triangle thingy. Then more and more lines branched out in both directions within a week or so, eventually filling the screen like this. The thick vertical bar was the last straw.

Summer Infant does not sell the handheld monitor part separately. You can buy replacement cameras and AC cords and rechargeable batteries, but you can’t get this one piece on its own. It was a gift, so I don’t have a receipt (I’ve checked with the gift giver). The box is long gone.

My choices would be either to buy a brand-new set (anywhere from $190 to $240, depending on the store/sale), or risk buying one from eBay that could have been tampered with or is used and possibly defective.

Because my phone time is limited during their customer service hours this week, I’ve sent a message to Summer Infant’s customer service department through the company’s website. I’m hoping they make it right, because less than six months with a monitor that costs $200 is ludicrous.

If they can’t make this right by offering to replace free of charge (the right thing to do) or at least offering me the chance to buy just this part at a reduced price, then my next baby video monitor will be from another company.

Verizon FIOS NFL RedZone Activation Fail

My husband isn’t one to ever do something in advance — he’s a world-class procrastinator. So it was no surprise that he raced into the bedroom to wake me up from a nap (yes, a nap) at 1:05 pm on Sunday. With panic rising in his voice, he told asked why, after I promised him we would had the NFL RedZone during football season thanks to our new FIOS package, he couldn’t get the channel.

You know, 1:05 p.m. on Sunday — just when the first NFL games of the season were kicking off.

You misunderstood the FIOS sales rep, he claimed. We never really had NFL RedZone! I replied that I most certainly understood correctly, and that we WERE supposed to have it.

(For you non-football watchers out there, NFL RedZone is a seizure-inducing channel that broadcasts only the NFL games where scoring is imminent, by switching to that particular game in real time. Lots of back-and-forth. Great for fantasy-football players.)

After spending another 10 minutes in bed ignoring his freakout, I padded downstairs to see what was going on. When we tuned to the channel, it said you had to “activate” it through your remote. Apparently, Mr. Not-So-Frugal had tried this without success.

I attempted to call the toll-free number that popped up on a dialog box when the activation failed — I couldn’t even connect, or the call would drop after hearing, “Press 1 for English, 2 for Spanish…”

I Googled, and I searched Twitter, which is how I found out that Verizon didn’t expect so many FIOS subscribers to activate the channel at the same time — and it temporarily fried the network and customer service phone lines. Lots of livid football fans took to Twitter to complain, and the NFL even tweeted that Verizon was working on the RedZone activation issue. Verizon later tweeted that it could take up to 90 minutes to activate the channel, and apologized.

Around 3:30 p.m., we finally got the NFL Red Zone channel to work.

This could have been avoided if Verizon FIOS didn’t lay it on the subscriber to activate the channel. I’m sure there was some benefit to them to go with this method.

I also would have had a longer nap if my husband hadn’t procrastinated, as usual. But hey — there’s always next Sunday.