to expect an answer from an email to a customer service?

[mousymouseafraidofdogs]

dc got a baby born doll for christmas.
after a few weeks both arms are now broken. have written to their customer service a few times now. the english email doesn't work (email comes back as not being able to deliver) so have tried the head office one (in germany).
no reply at all.
I just want a toy that is fit for purpose!

what else can I do?
the doll was a gift from relatives abroad, so have no idea where it was bought and have no receipt.

How did both arms break?!

I don't really know that you can do anything other than what you've already done tbh, I think your contract is with the retailer, not the manufacturer, isn't it?

www.zapfcreation.com/uk/service/hotline/ They have phone numbers here.

You should be able to return it to the retailer and it's up to them to sort it out. Unless you bought it direct from the company online or sthing

Depends on when you sent the email. When I worked in CS we used to say to allow 5 working days for a reply. This is because it doesn't just go to a computer it goes into a special system that will divert it to the right department although that doesn't always happen, it will then go into a queue to be read, looked into and replied to by someone. Also it is possible that whoever the email is going to can not speak english so is not dealing, or the system is not programmed to recognise english so it is going nowhere. I would ring, I would also speak to your relative and ask for purchase details because likely hood is they will do nothing without them.

Once again proving people don't read OPs...somedayma it was a gift. She doesn't know where it was purchased.

I wrote the first email 4 weeks ago and wrote one each week from then on.
tried different departments. tried the contact form on the website. tried emaiks in german, english... nothing, not even an automated reply.

Sounds like the email system is not accessed or it is not connected to the system.