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Graco wheel snapped off with toddler inside!

(10 Posts)
MrsKat Tue 12-Jan-10 15:43:54

Just wanted to vent my anger at Graco and also wanted to let you all know to stay away from Graco if you are considering a pram. angry

Basically, I took my son (2.5) out for a walk yesterday and took the Graco as it is warmer and more non-slip than his stroller.

As we were approaching my friend's house, I was negotiating some icy steps, and pulled the pram up (how else do you get up steps with no-one around?), and the front left wheel snapped totally off.shock

Luckily I was close to my friend's house, so had help, but what if I wasn't?

I rang Graco straight away (at a 5p connection charge and 6p minute number) and was kept on hold for over 5 minutes. Eventually a very bored sounding woman answered. I explained my problem courteously, to which she replied, 'Yes it's wear and tear nothing we can do.'

I explained my son had been in the pram at the time, and surely wear and tear cannot account for a wheel snapping off? She said I could send it in to their technicians who would look at it for me, but this was chargeable. Otherwise I could order a replacement wheel. (She obviously wasn't listening to the fact it had SNAPPED off so how could I get a new wheel in where the old one was?). She kept on repeating, nothing I can do. So I asked for a manager. Funnily enough, they were all in a meeting. Hmmmm. After they were meant to be phoning me today, I phoned back to be told they were 'all in a meeting'.

I have phoned Consumer Direct, and even though we have had the pram over 2 years, she said I should write them a letter stating that all goods must be of satisfactory quality nder the Sales of Good Act 1979 and if they don't reply within 10 days, then CD will get Trading Standards in

I know people say Graco's are cheap, but mine wasn't (over £400) as it was the Quattro Tour Deluxe version.

Moral of the story - DON'T BUY ANYTHING FROM GRACO. You need further convincing? Google Graco recalls and read. angryangryangry

GentleOtter Tue 12-Jan-10 15:50:28

This happened to our Graco last year also with toddler on board.

We got nowhere trying to complain and dh had several goes at mending it but the wheels kept falling off so we burned it.

TheresSnowDragonHere Tue 12-Jan-10 15:53:04

So, you pulled it up some steps, bumping the wheels on each one, and one of them snapped off?

suwoo Tue 12-Jan-10 16:06:52

Graco are shite. Get a bugaboo wink

MrsKat Tue 12-Jan-10 16:07:22

3 steps, and yes, bumping on each one. There's no other way to get a heavy pram up steps if you have no help.
But I don't constitute this as fair wear and tear. Do they expect every woman who has a pram to take their child out and fold up the pram in order for them to go up 3 steps?
Surely if the Graco cannot cope with going up some stairs (which doesn't happen every day) then it's not fit for the purpose. What next, telling women not to push the pram too hard in case the handle falls off?

CaptainUnderpants Tue 12-Jan-10 16:13:18

Not quite sure about this one - they will proabaly say that prams are not menat to be used like this - even though we all do. we also used handles on buggies and prams to hang shopping bags - is that the correct use of them ? No , so we would have no comeback should a handle fall off whilst carrying shopping.

No doubt their instructions say that prams should be folded whilst using stairs etc - not practical I know for the real world so I am not really sure whether you would get anywhere with this.

MrsKat Tue 12-Jan-10 16:21:10

Yes, it DOES say in the manual to take the child out and fold the pram, then unfold and put the child back in, but it is IMPOSSIBLE to carry the Graco whilst carrying a toddler. My son wasn't walking at 18 months, so I would like to know how Graco expect me to leave him unattended at the top or bottom of some steps whilst I go and retrieve the pushchair!!!

If I had have known about it, then I wouldn't have purchased the Graco, as I wanted a pram that lasts till a second baby.

Consumer Direct were very helpful, so I'll write a letter and send it to them, then see what happens. (PS, manager is now in 'unscheduled' meeting, but spoke to the same girl I spoke to yesterday, who suddenly sounded quite panicky when she realised it was me. Again. !

CaptainUnderpants Tue 12-Jan-10 16:27:34

Well if it says in manual to fold it up the it could be agrued that you have used it against the manufacturers directions, therefore the breakage was your fault.

Hope you get some answers from the manufacturer in some shape or form.

GentleOtter Tue 12-Jan-10 16:58:26

It could not cope with a farm road and was bought new plus only 11 months in use.
We were told it was 'a common fault'.

Emma24v Wed 24-Aug-16 10:20:18

I have a Graco symbio it didn't last a year. The back wheel just fell off And won't stay on. Luckily my child wasn't in it at the time.Talked to Graco customer service they where no help at all. Just said wheels have 6 months warranty, what good is that and they can't help me. Don't buy Graco.

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