Review on 👶 Hubble Connected Nursery Pal Crib Edition – Smart Video Baby Monitor with 5" Touchscreen Display and Wi-Fi Connectivity, 7-Color Night Light and Sleep Trainer by Barbara Ortega

I was lucky enough to receive this camera as a gift in February 2022. The quality of the live video is ok, it just depends on what kind of internet you have. But overall, the camera does what it's supposed to. Unfortunately, the monitor of this device froze and stopped working. I had to contact Hubble customer service in April 2022 and they sent me a replacement monitor, but it took them over 2 weeks to send the unit to me. I had to contact you to find out what was going on and the same day I received confirmation that a replacement order had been placed. We received the device but there was something strange about it. There were brown spots on the case and mesh-like scratches on the device screen. I contacted Hubble and asked if the device had been refurbished and was told that any replacement devices they made were new and asked to send them photos of the problem. A new complaint was posted but I was instructed to send the replacement unit back first and pay for shipping before they send me a brand new one. I contacted customer service to explain my frustration as I don't feel like I have to pay for shipping if it has to be done the first time. However, I later found out from another customer service rep that it was their policy that shipped devices could be restored, and the rep I originally spoke to was misinformed. then it should be honored, but they bear no responsibility for it. Yes, they told me they would send me a brand new unit, but I need to send them a replacement first and pay for shipping. Personally I don't think this is right as the replacement should have been shipped correctly the first time and I didn't have to pay for a shipping label to send it back. If I had to switch to a new device, I would be without a device to monitor my baby at night for another 1-2 weeks. I recommend the camera as it does what it's supposed to, but the customer service isn't the best. So personally I wouldn't recommend this camera if you ever have problems with the device itself and need to go to Hubble for a replacement or repair. PS: They only have live chat or email support. You cannot reach them by phone. UPDATE: 5/26/22 The manager has come forward and is trying to rectify the situation. I'm grateful the manager contacted us, but I'm sad that someone with a bad review had to contact us. See email below:From: Cassia TSSent: 26/05/2022 Subject: Hubble Customer Service - TICKET #24330 #24331 #26012 Hi V Park, I hope you are well and safe. I am contacting you to contact you and make sure you received my previous email. We really want to help improve your experience and earn your 5 star or updated rating. Please let me know if you have any further questions and I will do my best to assist you. Sincerely, Cassia T. Sent: 5/28/2022 Subject: Hubble Customer Service - TICKET #24330 #24331 #26012 Hi Cassia, Thanks for reaching out. I received your previous letter. After much deliberation I will not buy a new module with Hubble. Based on my experience with a former customer service representative I spoke to on May 20th, I have a very sour taste in my mouth due to the customer service Hubble has provided me with. I was basically told that nothing could be done because those were the rules and in a good way I was told to back out and if there was anything else the rep could help me with. Pedro did a great job explaining the rules etc to me but the way I interpreted his message was disconcerting. Unfortunately, Hubble didn't send me a copy of my message between me and Pedro, so I can't go back to read the messages to better understand his response. I left my review for a reason and I have no intention of deleting it or changing my review. But I will update my review to show that you contacted me to rectify the situation. I disagree with some of the things suggested to remedy the situation. But I appreciate you taking the time to contact me. I'm sad to see that I had to leave a review for the manager to try and remedy the situation. I'll just keep the module that was sent to me because that's Hubble's policy. When the block breaks, it breaks. I will be buying another camera to keep an eye on my little one but unfortunately not with Hubble. Thank you again for reaching out. With best wishes, V Park - TICKET # 24330 # 24331 # 26012 Hi V Park, I appreciate your reply to me and I'm sorry to hear how you feel. I'll send you a transcript of your conversation with Pedro if you'd like to check and maybe we can find a better solution and keep you as a happy customer. I will be more than happy to do my best to accommodate you. Sincerely, Cassia T. From: Cassia T. Sent: 06/03/2022 Good. I would like to do a final follow up to see if you have any questions or comments. As already mentioned, I am happy to help you in any way I can. Kind regards, Cassia T. UPDATE July 18, 2022 Monitor is stuck AGAIN on the Hubble screen and not showing any footage of my baby. I won't mess with Hubble as it's the second monitor I have. It's not worth it if the monitor keeps doing it. I've tried restarting and resetting the monitor and nothing seems to work.