what to expect mothercare to do about my broken bugaboo

[mustsleep]

ok

i bought a bugaboo bee online from mothercare at the end of june

i had my baby 9 days ago and have used the pushchair about 5 times - the handle has broken this morning

it was really stiff the other day and this morning the catch on one side that makes the handle stay up has stopped working so now the handle cannot be fixed on one side

i have called mothercare but they said that i would have to take it into store (which is really hard for me to get to as i don't drive) - i asked what would happen then and they said that that they would contact bugaboo and find out what they would do about it

i would just like a new chassis .... is this likely

if they give me a new chassis will i have to hand in my old one and will they then order me a new one?

if they give me a curtesy pushchair would it be a bugaboo as my carseat wont work on another and i won't be able to go anywhere then (as i can;t leave my carseat in a taxi)

help please - i know that if you accept a repair then you waive your right to a replacement

Bugger that. Tell them you want a new one right now.

there has been some problems with bugaboo bee chassis. i would insist on a new chassis due to the age of your baby. it is likely they will offer you a courtesy buggy which isnt car seat compatable, but they may. am assuming you have a maxi cosi cabrio? this does work on a lot of buggies.

Sorry to hear this has happened, it's the last thing you need with a new baby. I hope they get it sorted for you very quickly.

No idea what they'll do about the buggy I'm afraid, just wanted to offer a little hope on the car seat front.

Do you have a MaxiCosi with the adapters? MaxiCosi are made by Quinny so fit their pushchairs (without the bugaboo adaptors).

You have to formally reject the faulty chassis and request a new one. If you accept a repair now it will be difficult to insist on a refund or replacement later should anything else happen. Your legal contract is with Mothercare not Bugaboo so don't be fobbed off. They could offer an exchange by delivery service but you may find that as much hassle to organise. In the meantime any loan pushchair doesn't have to be the same one so you'd have to negotiate but they may be able to loan travel ystem.

hi thanks everyone

i have a maxi cosi cabrio yes so would be happy withg a courtesy buggy that would take that, but how likely is that?

i am just going to be brave (as i hate situations like this) and just keep repeating that i have used it for all of 5 hours in total and iy's not fit for purpose so therefore i would like a new one

i will say that it is nigh on impossible for me to travel back and forth from store and if they collect it from you you don;t get a courtesy pram - i will ask if they are prepared to pay my taxi fees etc

god i hate doing stuff like this - when i bought it i thought that if things broke within the forst year you were entitled to a new one?

You should get a replacement buggy as it is within 6 months of purchase - I don't think buying it online as any bearing on it because it is still within 6 months...

Don't speak to bugaboo as you purchased it from Mothercare, your contract of sale is with the company you bought it from, not the company who manufacture it.

You shouldn't have to go to store - insist they arrange a time and date to deliver a replacement one and take the old one away.

Within the 1st 6 months the burden of proof is on the manufacturer - in other words if something breaks within 6 months rule of thumb says that there was something wrong with it which made it break...

After 6 months or 12 months depending on product and seller, the burden of proof moves to you to prove that there was a fault which led to the breakdown...

Don't go down the courtesey pram route - you simply want a replacement...and are entitled to a replacement...

If you want "proper" advice speak to consumer direct as I found them very very helpful as I am pregnant and this is therefore my disclaimer...

go get it sorted!

the customer services team on the phone won't even talk to me about it!!

they say that i must take it into store so that they can inspect it!! once hey have decided what is wrong they contact bugaboo and they are only the "middleman" the lady in the store said

well i am insisting on a new chassis then they have loads instore and they can keep the broken one!!

i have spoken to consumer direct and they have said that because i have had the goods for 4 months even though i have not been using it that i have accepted the goods and so the store is allowed to offer a repair before replacement but if the same prob happens again then i can demand a refund or replacement

but as i bought it on my credit card i may be able to get my money back through them so i am going to call them now!!

www.mothercare.com/gp/browse.html/ref=_8/026-6360931-1950862?ie=UTF8&node=42960041&no=43429041&me=A2 LBKNDJ2KZUGQ&mcb=core

if this link works it will be miracle!

According to this, you should be able to take it into store, they should fix it and give you a courtesy pram in the mean time...
Or contact their "customer support" line - ha ha, an oxymoron if ever I have heard one...

have to say that the advice given by consumer direct contradicts what I've been told before by them and also by trading standards...

Don't be surprised if your cc company don't get involved at this stage, they don't normally like to...

Good luck and keep us up to date!

If you bought it at the end of june you havent had it 3 months yet - never mind 4 - tel them to poke it.

Take it in, tell them its not fit for purpose and that you arent leaving until it has been replaced

im with u geordie, I hate it when co's mess about like this, you have a newborn baby, they should be trying to help you not hinder you and you have spent alot of money with them.

I would take it back to the store and refuse to leave without a refund.

Mine was also faulty and despite the fact that they already repaired it, they still offered me a refund when I insisted - but I kept it with a bit of a discount as it was half price

You need to get your money back if they won';t replace it, and go buy one someplace else.

Good luck and don;t be fobbed off!!

cheers i think my dad is going to tale me down this morning

i am just going to keep saying it's impossible foe me to come back into store as it;s so far and i want a refund or replacement

phoned credit card company and they said that if the manufacturers warranty says that they will repair it if faulty then i have to let them do that and that they will only get involved if they refuse to repair

i was going to take it take it back last night but then realised i might get further if i go in with screamng toddler and newborn!!
if all else fails i have not had my blues day afetr baby yet somay just burst into tears

will let you know what happens

I was just about to say...judging by FA's experience, what will happen is that they will fight and fight unless you are willing to fight back.

The moral of the story....do not buy expensive items from Mothercrap!

oh and of course you'll be telling them how you would share your experience fo shoppign with them (positive or negative) with your new mum and pg friends . According to Raymond Blanc on The Restaurant the other night, you are likely to tell 8 people of a good experience and 20 of a bad ! good luck and stand your groud

hi everyone

well after all that worry and psyching (sp?) myself up the lady in mothercare was really nice

called bugaboo who asked what the prob was with it and they just said to her that they would send a new chassis, but it wouldn;t be until the middle of oct as they have none in

i thought then that i would be without for a month but i can keep the broken the one and use it until the new chassis comes into store

so that's the best outcome i could have really hoped for

That's good news! You must be relieved

is the broken one useable then?

it's ok it's the handle adjuster that's broken

so when you are pushing it it moves down on one side slightly which isn;t too bad at the mo as he doesn;t weigh much butit would be unusable later

also it's harder than it should be to put up as when you pull onthe handle bar itcomes up before the pushchair locks in so you have to use extra force and both hands, but i can make do for a month

just hate having stuff repaired i had a pushchair for dd from m and p and they sent it for repair even though it was only two weeks old they had it fro three weeks and when i got it back they had snapped one of the stands off it so it wasn't freestanding anymore and when i pointed tis out they actually offered to repair it again!!!

and i actually had to sit in the shop complaining to everyone in the queue for an hour before the lady would give me a refund!! which is why i didn't want to go down that route again,also i had read FA's post and could just see the same thing happening to me, it must just depend who you see when you first complain

it does mustsleep it depends who you see for sure. I've received exc. service from the oxford pram centre who i bought online from but they were fab when my new p&t developed a fault. we have no independent baby shops here which is is a shame.

I'm glad you have managed to sort this out. IIRC the manufacturer has to have the opportunity to repair it first before a replacement is offered (its probably written into the warranty).

This does sound like a manufacturing fault and Bugaboo are pretty good at sorting things like this out.

They nearly always just send a replacement to the retailer, thats why the shop needs to see it first, so they can report the fault and verify the date of purchase and chassis number.

This helps Bugaboo identify which batch from the factory may have faults so if they have them in stock they can exchange the faulty parts.

glad to read all this...i am having my bugaboo replaced by john lewis as have both of my friends' bugaboos. I am not sure about the standard of these buggies really, but the store has been really helpful