To demand they just replace my pram?

[goldie89]

Bit of a boring one but just want to know if I'm completely overreacting.

Last baby so treated myself to a gorgeous travel system, one I'd had my eye on for forever, cost about £1400 (silly I know I just really wanted to treat myself!) We've only had it about 2 months and although I love it, about a month in it started making a loud (not horrifically loud but enough to be v v annoying..) clicking noise from the handle/chassis. 3 of my friends have the same pram and none of theirs does this and none of the models in store do either, so I know theres something up with my one.

I contacted customer service who said it was more an annoyance than a fault (understood but if I wanted a pram that clicked and popped every time I moved the handle and pushed it I'd have bought a second hand one surely 🥲) but that they'd take it and inspect/fix it.

I dropped it off at a store to be sent and repaired, they kept it in the store room for 2 weeks and forgot about it and lied to me saying it wasn't on the system, it was sent last week blah blah... turns out they'd forgot to send it. As soon as they realised after me chasing for days they sent it and it was 'repaired' in 3 days so can't complain. Manager apologised and said they'd give me a gift card to say sorry which I thought was nice and I thought that was that.

Anyway, picked it up today. Felt great, no noise all clean, said they'd serviced it free of charge (nice of them but it's a brand new pram anyway so probably wasn't needed). No gift card but I completely forgot about this until I left- annoying but was just happy to have my pram back finally.

We pushed it round the shops for an hour then just as we were leaving... the noise came back 🥲 clicking loudly every time I push it. So not only did I wait over 3 weeks for a repair, the technician obviously hasn't done anything other than oil it. Which fixed it very temporarily it seems.

I know their argument is going to be, well we've checked it, it works perfectly other than this clicking noise. But surely the reason we buy nice expensive things is for the quality? I'd expect it from a cheaper pram maybe... it just takes the joy away from using it totally. If my brand new car was clicking every time I was driving it I feel like it wouldn't be acceptable?!

Anyway, would I be unreasonable to call them back, say they obviously aren't able to fix it, I'm not happy with it and I want a replacement frame? The whole experience has just been disappointing and I wish I'd never bought the bloody thing!!

Or do I just get over it and cut my losses and accept that my stupidly expensive pram clicks and pops over every bump🥲 seems so trivial I know but I just feel a bit had off...

Yanbu to chase them up again and ask for a replacement.
Take a video of it clicking for your records

Thanks @Snorlaxo I have a video of it before I sent it off and one I've just taken and the noise is identical. How annoying!

What brand is the buggy from? If it’s Uppababy, they have good customer service and have replaced my buggy before.

YANBU! I would absolutely complain that this hasn't solved the issue AND they gave you the runaround AND left you without your buggy for 3 weeks AND didn't give you the gift card they promised. It's really poor service and yes for £1400 you should expect everything to work well.

I second the PP who says Uppababy have good customer service. They replaced the frame of mine super fast when it broke (after 3 years' use, no less).

It's not an uppababy it's a M&P one! Which is sooo annoying as I was so close to buying the new vista v3- made the total wrong choice obviously! 🥲 thanks for the replies, I'm definitely going to chase it now. I'll get my husband to ring tomorrow- I haven't got the capacity to talk to them anymore about this stupid pram 🥲😂 maybe they'll take him more serious as he's less of a pushover than I am!

100% I would be expecting a replacement and if they aren't forthcoming then social media complaints unfortunately tend to have more traction these days.

@Alwaystired2023 I did think about doing this if they're funny about it! I know it doesn't seem much as it does work properly but the clicking just takes away the enjoyment of using it! Feels and sounds flimsy because of it 🥲

I’m fairly certain as they’ve attempted a repair you’d be entitled to a refund under the Consumer Rights Act 2015. If they refuse a replacement I’d just ask for a refund and then consider a chargeback or Section 75 if you paid by credit card and they won’t refund you. It wasn’t inexpensive and it’s reasonable to not want it to make a clicking sound.

Martin Lewis - Your Consumer Rights - SADFART

As PP says. Read this guide specifically the section on Faulty goods. When you communicate quote the Consumer Rights Act and state your position. I would say that the pram is not of satisfactory quality. This makes you much harder to fob off. If they still won't play ball look at your method of paying and use the guide below to initiate a chargeback.

Martin Lewis - Chargeback - Credit, Debit & Prepaid Cards

Link missing from above

Update-
We called today, they were most unhelpful again. Unsurprisingly their system was 'down' again and they couldn't find the repair notes... hmm.

Anyway, they said although they'll call back Monday they think it'll be a case of sending it for repair AGAIN. So that's another month without my pram, they didn't fix it the first time so how would they fix it this time?

All I want is a replacement frame and they're the only ones who can give it to me. I am so so frustrated. I can't do anything though can I? The colour way is discontinued now apparently too so only they have the spare units... feel like they've got me in the palm of their hands and it's never going to get sorted!

Any suggestions please let me know, nothing has worked so far. They are so ignorant!

This exact same thing happened to me with a different brand, I start hearing that clicking in my sleep! They couldn't fix it so I eventually got a full refund and bought uppa baby.

@goldie89 You’re within your rights to ask for a refund for the reasons described above. I’d do that and buy another travel system.

I had issues with my iCandy. It went back a total of four times in about a year, each time the problem wasn't solved (wheels sticking, frame rattling). In the end I wrote a trustpilot review and contacted both my retailer and iCandy directly threatening to do a chargeback on my credit card. This gave the retailer a bit of a shove and they spoke to their iCandy sales rep who finally agreed to replace the chassis. So I'd advise you to be persistent, and quote your consumer rights at them.

I've also had a bad experience with m&p customer service this week! In fact we purchased our first pushchair from them a few years ago now and have had to contact customer services a few times for different things and they've always been really unhelpful and quite rude/short in their responses. Going into the store has been better and we've found them to be much more helpful. You can ring the stores directly so I'd probably try that rather than going through their customer service and see if you get a better response? I'd be annoyed too in your situation though.

I would demand a refund and go and buy a different one from an independent store.

Yanbu - This is Bullshit.
Keep pestering them
I'd chase up the gift card
I'd also be reitterating their incompetence and expressing clearly how annoyed i am at how many hours I've wasted on this (presumably its 10hrs plus at this point...) and saying you just want a full refund.

What brand is it?
I bought a leclerc for £400 or so and had a small annoyance/problem with the harness clip, they asked for a video which i sent and their customer service was FLAWLESS. They sent a full new seat

Don't get a replacement frame. Just use all the helpful advice above to get a full refund and then buy the vista v3 with the money. I have a v2 vista and it's a great pram - the v3 looks even better.

Thanks everyone, will keep pushing them. How frustrating! I love the pram but yeah maybe the best thing is to get a refund and get the vista. I only got this one because sooo many people I know have it and are so happy with it! I've obviously just got a Dud. But the customer service is shocking!

Has anyone used 'resolver' before? My friend told me to use that, said she had a similar issue with a different company and she used that and they got it dealt with swiftly. So may try lodging a complaint on there next. Wow I feel like a super complainer 🥲 all this is made harder as I'm probably the least confrontational person you could ever meet. All giving me so much stress and anxiety! Silly really, I know it's just a pram!

@AnotherDayComeMonday I feel this! All I can think about is that bloody sound like it's engraved in my brain 🫣😅

Me again 🙃 please help anyone!!!

So they told me they needed to have 2 unsuccessful times of repairing it before they would replace or refund etc. I kicked up a fuss but they said they couldn't do anything else if I didn't follow their procedure (I feel like they should get 1 shot at repair and if not it's tough?)

But anyway I just sent it to them. It came back and they said there's nothing wrong with it, technician has tested it all and it's safe (not my issue, my issue is the noise, the clicking when pushing the bloody thing!) and that the noise was gone, maybe he'd oiled it or tightened it and it had worked this time...

I was happy it wasn't making the noise, picked it up sure as anything it felt really sturdy and wasn't making the noise. Fast forward a few days we go for a walk ti the park, hardly rough terrain but obviously more mixed than a shop floor. Went over a few bumps (multi terrain pram so should be fine?!) and there it is again, The clicking. Even more frequent than it is before.

I literally feel like they're gaslighting me saying there's nothing up with it, when I've tested numerous of the same model and everyone who's listened to it (including a member of staff) has said how bad it sounds!!!

They've literally whacked some oil in it again or tightened some bolts, basically not fixed it and just sent it back. I'm raging!

I've sent them a huge complaining email demanding a replacement chassis or a refund. I'm worried they're going to tell me to bugger off. The worst part is, I'm not even exaggerating the noise, it is so loud and annoying and I feel like they're basically saying 'oh well it's just a noise, prams safe bugger off'...

I literally don't know what to do if they do this, it sounds really bad. So embarrassing walking around with my friends and everyone asking what that noise is 🙃☹️

Similar happened with my silver cross they replaced the chassis right away, no questions asked – and it was over a year old.

Keep trying, they can’t fob you off. You are in the right to demand a fixed pram or a new one

How awful. Yeah keep pushing. Tell them you’ve written on mums net and you’re going to trustpilot.

could you or have you mentioned that the clicking wakes your baby and disrupts your baby? Surely not right on a pram!
I have the M&p Ocarro. Not had that before so you definitely have a dud.

good luck!

What you do is tell them under the sale of goods act it isn't fit for purpose/is not of good enough quality and you want a full and complete refund within seven days or you will be taking things further. Ideally send this in writing outlining the two repairs and include video of the fact it's not fixed. If they do not refund you take them to court. You probably won't need to go all the way to the courtroom - they will almost certainly pay up when they realise you are serious.

https://www.which.co.uk/consumer-rights/regulation/sale-of-goods-act-a4fvv5x8SaYa

Showing my age - it's the consumer rights act now 😂