to be furious with Bugaboo?

[DastardlyandSmugly]

Long sorry...

I bought a Bugaboo Chameleon at the Babyshow on in October 2005 prior to the birth of DS in March 2006. With the cost of the car seat adaptors and the transport bag the total cost of the pram was £678.95.

The reason we chose the Bugaboo Chameleon was its obvious flexibility and the fact that it seemed quite sturdy and should; therefore, last through more than one child. It was because of this that we decided to spend so much money on this pram.

We received the pram in November 2005 and assembled it but did not use it until DS was born. Within a few weeks of use the pram broke. The central axis on the left hand side of the chassis (if the big wheels are at the back) became unstable and the pram became very difficult to push and impossible to get up and down stairs and kerbs. A few days later it broke completely.

I contacted the retailer and they advised me that they would need to return the chassis to Bugaboo and, in the meantime I could borrow a chassis from them. I had to travel, with a new baby, across London (don't drive so public transport) to drop off my chassis and collect the replacement. I then had to make the journey again 2 weeks later when the chassis was returned repaired.

In 2008 the same problem occurred with the chassis. At this time I was still using the Chameleon extensively for my son and was pregnant with my second child. I contacted Bugaboo to explain that the central axis had again become unstable on the left hand side. After much toing and froing, and some distress from me at the length of time this was taking and the fact that DD was due very soon and I didn't have a working pram, Bugaboo spoke to DH and kindly agreed to replace the chassis. We received this in June 2008.

My daughter was born in August 2008 and we have used the pram since then until very recently when, once again, the central axis has become unstable rendering the pram very difficult to push, difficult to get up and down kerbs and impossible to get up and down stairs.

Due to this issue I have contacted Bugaboo in order to obtain a repair to the chassis. I was told that because the pram is out of warranty, there is no possibility of an extended warranty and there is no repairs service. I did appreciate that the pram was out of warranty and that I would have to pay for any repair but to be told there is no possibility of a repair was a complete shock.

I couldn't believe that the only option the Bugaboo representative offered is the possibility of purchasing a new chassis from a local stockist. As stated above one of our reasons for spending close to £700 on a pram was the expectation that it would last through at least two children. To discover that I am expected to spend a further considerable amount of money just to continue using this pram is appalling.

In addition, the pram has been considerably more trouble than other prams that we have used: at the moment we are using a borrowed Mamas & Papas pram from a friend, a pram that was purchased in 2006 at a cost of £89 which has had no problems at all.

I complained to Bugaboo and have received a response for them today saying I should never have been given the new chassis in 2008 and they are sorry it has made me feel like exceptions can be made. I'm not expecting anything free - I just want to pay for my very expensive pram to be repaired.

So now I'm left with an irreparable and unsellable pram that cost a lot of money and a very bad taste in my mouth.

Perviously I was a huge advocate of the Chameleon - thought it was a wonderful pram. Now I'd advise anyone asking not to buy one as they quite clearly aren't built to last despite the eye-bleedingly expensive price tag.

Thanks if you got this far.

Dastardly, you would be a mug to buy another one and not insist on your consumer rights on this.

Please let me know what retailer says and good luck

The ebay one looks good, but if Pitstop can fix it that would be cool too. Keep trying Bugaboo though, I have faith in them to do the right thing...

I've gone back to both Bugaboo (can I speak to someone higher) and contacted the retailer so I'll wait to see what happens. I've also contacted the valet service to ask for estimated costs of repair and timescales. Interestingly they have a video clip on their website of exactly the problem we are having - it must be a design flaw!

IFancy I too was disappointed with the movie. He just IS NOT RIGHT.

after 9 months, my bugaboo was refunded...mothercare (where i purchased the pram)gave me the run around saying they wanted to test etc.occasionaly the pram chassis would collapse when going either up/down a kerb therefore leaving my child suspended as the locks failed on the seat...i didn't give up had pictures of the buggy failing etc etc.mothercare washed their hands and i had to go direct to bugaboo in the netherlands...eventually i got an email saying, no admitting there was a design flaw and offering me a refund. had to buy a replacement meantime as i was scared to use the freakin' thing...

fromhere what a horrible experience for you. It seems these issues are more widerspread than I thought. Feel like a crusader!

i can send you the info i have and who i contacted if it helps.

Fromhere thanks but I'm not sure that would be helpful as your Bug was still in warranty whereas mine isn't. Thanks anyway.

I had the same issue re collapsing chassis. Had a bit of a wrangle with Bugaboo as they wanted me to return it to retailer, but it was purchased in Glasgow and I was then living in London. Eventually they sent a replacement new chassis and then sent a courrier to collect the old one. Not sure if it was just the language barrier (I think I dealt with someone in Holland?), but their manner was less than conciiatory to say the least! I was also told that the warranty period was since original purchase and not for 2 years since issue of new chassis. V interested in Tether's position re 6 years responsibilty to ensure fit for purpose. Could launch a fair number of campaigns armed with that info.............

I am in London and have a chassis you can borrow til you work it out? I aim to sell it at some point but until I get my A into G to clean the material bits up you could use it?

Booper I had the same thing when I spoke to them in 2008. Their manner was so awful I ended up really upset and DH had to take over to sort it out.

Sarf thanks for the offer. I'll let you know if I need it.

Did you know that within the first six years of owning a product you can reuest a repair/refund/replacement. this is the law under the sales of goods act 1982...

Sale of Goods Act Fact Sheet
Subject:
Sale of Goods Act, Faulty Goods.

Relevant or Related Legislation:
Sale of Goods Act 1979. Supply of Goods and Services Act 1982. Sale and Supply of Goods Act 1994. The Sale and Supply of Goods to Consumers Regulations 2002.

Key Facts:
? Wherever goods are bought they must "conform to contract". This means they must be as described, fit for purpose and of satisfactory quality (i.e. not inherently faulty at the time of sale).

? Goods are of satisfactory quality if they reach the standard that a reasonable person would regard as satisfactory, taking into account the price and any description.

? Aspects of quality include fitness for purpose, freedom from minor defects, appearance and finish, durability and safety.

? It is the seller, not the manufacturer, who is responsible if goods do not conform to contract.

? If goods do not conform to contract at the time of sale, purchasers can request their money back "within a reasonable time". (This is not defined and will depend on circumstances)

? For up to six years after purchase (five years from discovery in Scotland) purchasers can demand damages (which a court would equate to the cost of a repair or replacement).

? A purchaser who is a consumer, i.e. is not buying in the course of a business, can alternatively request a repair or replacement.

? If repair and replacement are not possible or too costly, then the consumer can seek a partial refund, if they have had some benefit from the good, or a full refund if the fault/s have meant they have enjoyed no benefit

? In general, the onus is on all purchasers to prove the goods did not conform to contract (e.g. was inherently faulty) and should have reasonably lasted until this point in time (i.e. perishable goods do not last for six years).

? If a consumer chooses to request a repair or replacement, then for the first six months after purchase it will be for the retailer to prove the goods did conform to contract (e.g. were not inherently faulty)

? After six months and until the end of the six years, it is for the consumer to prove the lack of conformity

lol i should read all replies before posting >>>>>>wanders off to the corner

Arf.

At least someone believes me

Tether, only because I am one to use the sales of goods act whenever i am complaining lol.
Comet were on the receiving end last week lol

Me too- knowing your consumer rights is essential.

I was advised not to buy a bugaboo pram for my dd (17 weeks pg) , by the staff in the local pram shop because of the problems they have .
They had loads of complaints about them.
DD1 was disapointed because she quite like the look of them ...but doesnt have money to replace it if it goes wrong.
YANBU , complain again, use the trade descriptions - actually quote it...hope you get it sorted soon .

Bugaboo use a cheap plastic disk to work the most inportant part of the stroller! Protest this fact! If they spent $5.00 more for a metal disk your $1000+stroller would last a lifetime.

But for now here's how to fix a Bugaboo Handle

If you are not a handyperson type, take these instructions to you local Bicycle Mechanic or Small engineering shop.

The bugaboo handle fault is caused by two small plastic pins shearing of a plastic disk that actuates two metal locking rods. Why bugaboo uses a plastic disk for this critical component is beyond me!

1/. Remove the domed star lock washer. This is the hardest part of the job. Most people try to leaver this off in the hope of re using. First problem with this is you will mark or damage the surrounding plastic second is star locks are not intended for reuse and will never hold as well as when first used, so best find a new replacement. A hardware store should be able to source some for you. Quickest way to remove a dome washer is to carefully cut a slot in the dome with an angle grinder and then use a large screwdriver to prize off.
Note it is best to open and repair one side at a time, so your moving and flexing one side of the handle does not dislodge parts in the other side.

2/. The lock mechanism is very simple; a wire rod rotates a plastic disk. The disk has two plastic pins that move the locking rods in and out of the inner hub into and out of the outer hub. You need to ether repair the disk by drilling out the pin stumps and finding a replacement metal screw you can fit / glue in. Or (my preferred choice) have a new metal disk fabricated that will last a lifetime.

3/. Reassemble handle locking hub and check operation. (I use a small amount of the grease used for taps to give a smooth action) If all is working well fit the new star dome on the hub shaft and tap home. To protect the dome finish I use a large socket from my socket set and an old rubber washer from a toilet cistern.

4/. Repeat operation on the other side. Note the disks are mirror images of each other and are not interchangeable. Bugaboo calls the side with the brake lever ?LEFT? the disk will have a serial number that ends with ?L?. I have had metal disks laser cut and stainless steel pins fitted. Cost of a disk with a new star dome washer is $75 New Zealand. If you like one or a set, you can contact me

I'm having problems with Bugaboo aswell!

Bought the camelon in 2009 with a 2 year warranty, the chassis has been replaced twice in 12months but the warranty doesn't start again. Phoned 'customer service' spoke to Service Manager, totally useless said that i can not have a new warranty said there was nobody else to complain to! She said perhaps i need to read the user manual! High end product which i wish i had never purchased. My chassis works at the moment but the warranty is up in dec 2011, worried i'll be left with a useless pram

gre use the buggypitstop service. They are amazing and will fix it for you. In the meantime I think we need a campaign!

I also spoke to service manager who said the same thing and was actually all round useless. Customer servoce is awful for such a high end product.

Hi Dastardly. I would advise speaking to 'Consumer Direct'. They are government funded consumer advice and they are brilliant for advice, support and proper legally worded template letters on their website.
www.consumerdirect.gov.uk
I had a problem with my HP computer where the screen kept going blank. Discovered on the internet that this was a design fault with this particular computer. Both the shop we bought computer from and HP were completely disinterested and said that it wasn't their problem as computer was out of warranty. However Consumer Direct were fantastic and advised me of my consumer rights and how to tackle the problem, mainly put everything in writing and use their template letters. Was still initially given the run around by store who said 6 year sales of good act was only valid for white goods. Not true! Consumer Direct held my hand through whole process and we did eventually get a free repair out of the store and HP. Computer now works perfectly! So don't let Bugaboo give you the run around. Once you start saying "Well Consumer Direct advised me this" you may just find they cave in because they do not want to be investigated for dodgy customer relations!

Bugaboo replaced my chassis for a very minor problem and I still have the old chassis if you want it. You can either just use it (the brake sometimes doesn't stay on properly but otherwise it works well) or maybe cannibalise it for parts. Let me know if you want it

Warranties don't matter- under the Sale of Goods act, your are entitled to have the buggy repaired or replaced within six years of purchase if it is not fit for purpose (broken).

"Warranties don't matter- under the Sale of Goods act, your are entitled to have the buggy repaired or replaced within six years of purchase if it is not fit for purpose (broken)."

So you keep saying. It doesn't make you right.

The six year limit is the limit on bringing legal action. You would have to demonstrate that not merely was it reasonable to expect the item to last that long, you would also have to demonstrate an inherent fault of design or manufacture which caused it not to last. After six years, you can't bring an action. Up until six years you can, but after six months the onus is on you to demonstrate that the fault of design or manufacture ("If a consumer chooses to request a repair or replacement, then for the first six months after purchase it will be for the retailer to prove the goods did conform to contract (e.g. were not inherently faulty)" - see <a class="break-all" href="http://webarchive.nationalarchives.gov.uk/+/www.berr.gov.uk/whatwedo/consumers/fact-sheets/page38311.html" rel="nofollow" target="_blank">here. Merely saying "if it weren't faulty, it wouldn't have broken" isn't enough.

So you have six years during which you can bring a legal action claiming repair or replacement if you can prove that the item was defective at the point of purchase. That's a long way from "entitled".