What would you do?

[LimeTraybake]

Hi, can I just guage opinions on a subject.

Would you use a car seat that was attached to a base where the retention system had broken?

That is what I've been told I should have done by Maxi Cosi. Their base broke on the first attempt at removing the seat. The seat retention system had failed. We were away for the weekend and were a long way from home.

I wouldn't dream of using a broken car seat. But they are saying that's exactly what I should done. Instead, having received no response from customer support I bought a replacement. I'm now asking them to repay me for the replacement as the failure of the two week old base put us in what I believe was an untenable position with no support from them. We needed a car seat to get home.

I feel really let down by them and think they are making potentially dangerous recommendations to avoid accepting responsibility.

Outrageous that they suggest you should have used a broken car seat! I’d be posting about that on social media if you don’t get the response you deserve from them.

Yes, its crazy. I'm not much of a social media user but I have Facebook. I've put a message on their page.

I strongly recommend avoiding this company that doesn't make child safety a priority.

Twitter (x) is sometimes good too. Hopefully it’s just one individual in their customer service team giving out strange advice and you manage to get it sorted. Not acceptable from them at all IMO and would put me off buying from them.

Just out of curiosity was it one of those seats that attach to the isofix base but you can also strap in using the seatbeltif needed?
I agree that their customer service sounds a bit crap but most of those first stage baby seats that come away from the base can still be strapped in by the seat belt.
I hope you get a good resolution and get your refund x

It doesn't address the poor service, but can you return the broken one as faulty if its only a couple of weeks old? At least you wouldn't be out if pocket then

Do you mean, like it wouldn’t click into the isofix? because if so the car seat is absolutely fine and functioning, you just belt it in as you would if you didn’t have a car with isofix, or a child above the isofix weight limit? In which case no, they don’t have any obligation to refund you as the car seat is still perfectly usable.

Hey, unfortunately the seat was stuck in the base. But I was unwilling to use the seat and base together noting the defect. I didn't trust the system.

No, the seat was stuck in the base with the release system jammed. There was no way to prove whether it was properly locked in and therefore unsafe to use.

I'm not asking them to refund the maxi cosi seat. I'm asking them to reimburse me for having to remove the seat and base together and buy a replacement system to get my son home safely.

I expect a refund separately for the base as I won't be using maxi cosi products in the future. Their quality control is clearly not working as the base failed within two weeks of ownership and on the first removal of the seat.

I'm going to get a refund from them as I won't be using their products again. I don't trust their equipment and quality control after this experience. Especially after the first base broke in an unsafe way too.

I'm still left with the pearl seat which should be usable in an isofix base. But at least my son will be safeim just annoying that they are accepting no accountability for the position they put us in. If you pay 180 plus for a base it should work for more than 2 weeks and one use.

They have offered a free gift for my son though to apologise 👍 (ive told them I wont be bribed and will buy my own gifts for my son. They can keep it.)

I don't know if I am angry enough to get a twitter account, maybe I am!

Ah insee your predicament now. That's an awful position to be in and I'm sorry to hear that your customer service experience with them was so bad. Again I hope you get a good resolution. Hugs x