We have a wooden hammer and ball toy from ELC - three holes in the top, you have to bash the balls through with a little hammer. It was bought 4.5 years ago for DS1 - he loved it, played with it for a few months, then grew out of it, and we put it away.
At Christmas we got it out again for DS2, who also loved it. But after a short time, the wood between two of the holes began to crack, and eventually it split right through and a piece of wood about 1.5cm across became detached. So two of the holes are now incomplete, and the toy doesn't really work properly any more.
I emailed ELC to complain and ask for a replacement as I think that it's reasonable that a toy should last for more than one child, especially one that's only age appropriate for a few months. They have replied, twice, saying that because the toy is more than a year old it's no longer under warranty.
I am undecided about whether to keep complaining.
Points in favour:
- I think the toy should have lasted longer;
- the first email from ELC was really badly written (which annoyed me);
- the second email included the phrase "I really appreciate you taking the time to let us know what you think" (I wasn't letting them know what I think, I was asking for a replacement toy!);
- ELC have a reputation for quality and I think they should be trying harder to preserve it.
Points against:
- The toy probably only cost about £10 so not worth a major dispute;
- Since I'm clearly not going to escalate to the Small Claims Court, this could just turn into an increasingly annoying exchange of emails until I get bored.
So AIBU?