NBC News reports that angry consumers have flocked to social media to call out the toy's manufacturer, Spin Master, in the days since Christmas, claiming their product took hours to hatch, or never did, or that the batteries died soon after hatching.
Spin Master asked customers to direct message the company for help with their disappointing experiences. But according to NBC News, the company didn't promptly get back to parents. One customer claimed to have spent two hours on hold before being disconnected, and that she did not receive a response to her email inquiry either.
These parents' blood-boiling experiences with Hatchimals almost make me glad I couldn't get one. I mean, after the toy was trumped up as basically the greatest thing ever, I can't imagine how frustrating it would be to jump through hoops to get your hands on one, then not have the product work, and then not be able to get help with your issue. I'm kinda getting heated over here just thinking about it!
In the wake of several media outlets covering "Hatchimalgate," Spin Master has uploaded a statement about the problems with Hatchimals to its site, which reads:
"Spin Master is committed to making life more fun for children around the world with all of our products. While the vast majority of children have had a magical experience with Hatchimals, we have also heard from consumers who have encountered challenges. We are 100% committed to bringing the magic of Hatchimals to all of our consumers. To ensure all queries receive a timely response, we have increased the number of Consumer Care representatives, extended our hours, and increased the capacity for callers in the queue to help prevent calls dropped due to the holiday volume. We have also created troubleshooting tips on Hatchimals.com and a video with the Top 5 Things To Know About Hatchimals. We are committed to doing everything possible to resolve any consumer issues. We sincerely apologize and thank everyone who is experiencing an issue for their patience. Spin Master's Customer Care team can be reached at email@example.com."
You can also view a video that basically says kids need to play with the egg for a while before it will hatch.
Hatchimals may need a break in between being played with as well. The video goes on to offer "right actions" and "wrong actions" for playing with your Hatchimal. Frankly, the toy seems overly complicated, especially for a little kid! But the video does instruct consumers that hatching should take between 10 to 40 minutes.
Incidentally, the Parents magazine team toyed with a Hatchimal on Facebook Live to see what all the fuss was about. It took nearly three hours for it to hatch, which in kid time is equivalent to about three years.
I hate to say it, but I'm starting to feel like I dodged a bullet this Christmas! What do you think?
Melissa Willets is a writer/blogger and a mom. Find her on Facebook where she chronicles her life momming under the influence. Of coffee.