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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To expect a replacement not a repair

14 replies

HJWT · 22/11/2019 12:26

Currently have a 5 week old baby and soon realised his carseat was not clicking into the base properly, also when it is clicked in and meant to be secure it would make a noise when I drove of as if it had clicked in properly!

Sent a video to the customer service team were we bought it who have sent it to Cybex, they have said I need to send the carseat in for the spring to be looked at this will take 7-10 days plus 2-4 days for collection/ delivering it back to me so 2 weeks or more without a carseat

AIBU to think a £165 base with a £160 carseat should be replaced and not repaired if it is faulty?!

OP posts:
Georgiemcgeorgeface · 22/11/2019 12:27

Absolutely it should be replaced immediately. You should insist on it

LabellaChicca · 22/11/2019 12:27

Definitely! Enter a social media crusade! Tag the brand a bloggerMums! This is unacceptable! You are not unreasonable

wombat1a · 22/11/2019 12:55

I would expect a replacement due to the time involved and no other reason than that, but having said that I would be expecting that the replacement seat would not be a brand new one but would be from their pool of returned/repaired/refurbed to new standard.

In the same way when mine was repaired/refurbed to as new standard I would be expecting it to go out to someone else in a similar situation to me, if it's repaired to as new (and tested) then I don't see the problem in it being a replacement.

spanglydangly · 22/11/2019 12:58

Do not accept that! Social media is your friend!

GhoulWithADragonTattoo · 22/11/2019 13:34

Wombat - of course it should be a brand new seat. OP's car seat is 5 weeks old and is not fit for purpose they should replace immediately with a new one.

AlwaysCheddar · 22/11/2019 13:35

You can get a replacement or refund. Not a repair!!

Judashascomeintosomemoney · 22/11/2019 13:44

When did you buy it? If it was more than 30 days ago the Consumer Rights Act says they have a right to attempt to repair a faulty item. However, you can and should make it clear to them that due to the obvious safety aspect you are looking for a replacement not a repair. They have the final say though. If they did attempt a repair and you were still not satisfied it was acceptable, then you are entitled to a full refund.

Wexone · 22/11/2019 14:14

Under consumer law they are entitled to offer you a repair or a refund, they offered you the repair 1st, you can refuse however they can also refuse to refund it. If the repair is done, and it happens gain then you are entitled to a refund.

Wexone · 22/11/2019 14:16

I would alos be poalite and civil and would not put it on social media, it doesn't paint both sides in good light. If you are not happy you can make an offcial complaint through the propeer channels,

TheWeatherGirl1 · 22/11/2019 17:01

I've had 2 faulty car seats from Cybex, neither of them stayed locked in place.
Both times they were within the year warranty and the place I bought them from sent me a replacement and then had the faulty one picked up.
Brilliant service for us but nothing to do with Cybex who didn't even respond to my email. I won't buy their car seats again.
Have you contacted the shop you bought it from?

Original poster
HJWT · 22/11/2019 17:01

They have said they can loan me a carseat whilst mine is repaired! Iv asked if it would be a used carseat and waiting a reply!

OP posts:
0hT00dles · 22/11/2019 17:09

As someone who's previously worked in a baby shop, this would be taken back due to it being a hazard. And a replacement given.

Our maxi cosi base was faulty when I bought it for dd many years ago. I returned it to JL and I had to complain to maxi cosi because the manager kept saying there was nothing wrong with it. But having had experience and been trained in fitting seats, I demanded a replacement and informed the manager I'd be letting maxi cosi know that he told me there was nothing wrong with it. The seat didn't click in.

Safety is paramount and you are within your rights to get a new base. No exceptions.

churchandstate · 22/11/2019 17:30

They are completely out of line. You’re not going to put your child in a borrowed car seat or a repaired car seat. The only acceptable outcome here is a brand new car seat, which should be delivered to you immediately.

Original poster
HJWT · 23/11/2019 19:10

Can anyone help me out with what to put in an email about not accepting a repair.. I bought them at the end of June but have only been using it for 5 weeks obviously when baby was born! But they have said the SEAT needs looking at not the base... the seat just has two metal bars on the bottom that slot into the base so I am very confused 🥴

No reply to my last email yet... I am guessing they don't work weekends?

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