Replace or repair?

aburn

I bought a £250 pushchair from Mothercare online recently,which arrived on 26.11.08, after using it 6 times a wheel fell off on 8.12.008, it was less than 2 weeks old. The wheels are meant to click off and it easily went back on, but the next day it came loose 2 times. The day after I was shopping in town and as the day went on the wheel came loose more and more often. I phoned Mothercare customer services and was told to take it to a shop to be looked at but I shouldn't have a problem getting a replacement as I had had it less than 28 days. However, when I did take the pushchair to a store on 11.12.08 I was told I could not have a replacememnt as the pushchair had been used. The assistant showed me the guarentee leafelt which does state used items cannot be replaced. I was not happy about this or about using the loan pushchair offered as it did not have a carrycot and my daughter is just 6 weeks old. Mothercare rang the manufacturer and they are sending a new wheel directly to me. I am prepared to see if that works. However, I am not happy with Mothercare not giving us a replacement. How can you tell if a wheel is going to come off when you push a pushchair until you use it?! Of course I had tried it in the house when it arrived but you can't walk far in the house. At first the problem seemed to stem from going up and down curbs or round corners, but it got progressively worse and started happening when walking in a straight line too. As the problem got worse over a few days how do I know it wan't a fault that the pushchair had when I bought it and has taken time to get worse? And even if it was a fault that develolped after I started to use the pushchair aren't goods meant to last a reasonable length of time? Am I really not entitled to a replacement?
Sorry to go on but any advice would be very helpful. Meanwhile I am no longer shopping in Mothercare and plan to write some letters of complaint.

Sooler

The dumb assistant was confused - they were thinking that there was nothing wrong with it and you were just returning it for a refund or exhange, which they can't do if the item has been used.

However MC have supplied faulty goods - not of merchantable quality - you're entitled to a replacement.
Nothing to do with the guarentee.




Go and see the manager of the shop and state it's "not of merchantable quality" and request an immediate replacement. Get the manager to phone head office and state the same.

Sssssss

same advice as I gave in another post, search the web for the CEO or MD of mothercare, email them and get them to have another pram ready for you to collect on your next visit. If you can't find the email address, look ontheir website, there is normally some sort of email address for press office or to apply for jobs, email them and mark in big letters for the attention of CEO / MD, you should be able to find the name using google, also copy in as many directors as possible, I assure you will have the store manager on the phone within 24hours. I've done this many times and it never fails.

Sssssss

try emailing these bods

http://mothercare.hemscottir.com/management-board

for example try [EMAIL="ipeacock@mothercare.com"]ipeacock@mothercare.com[/EMAIL] or [EMAIL="peacocki@mothercare.com"]peacocki@mothercare.com[/EMAIL]
[EMAIL="bgordon@mothercare.com"]bgordon@mothercare.com[/EMAIL] or [EMAIL="gordonb@mothercare.com"]gordonb@mothercare.com[/EMAIL] and copy all the others in as well.

might have to change the .com to .co.uk

good luck and give them hell.

Sssssss

or

Justine Allister,
Consumer PR Manager
01923 206224

Annique Pirie,
Consumer Press Officer
01923 206341

[EMAIL="press.office@mothercare.co.uk"]press.office@mothercare.co.uk[/EMAIL]

Blacksheep1979

you're not entitled to a replacement per se, you are entitled to a fully functioning pushchair and it's up to Mothercare how you get that i.e. they can choose to repair it (if that solves the issue). If it continues to happen once they've attempted their repair then you can start to think about asking for a replacement.

angel00079

If it is less than 30 days old are you not entitled to a full refund nevermind a replacement? I heard that somewhere. I am not up on the SOA so this could just be a myth.

My concern would be that it may not be the wheel but the part that it attaches to. When it comes off is it unstable so that your daughter could be hurt or just annoying?

Personally I would ask for a replacement or a refund in a calm matter. This item does not sound fit for purpose. This could just be the start of your problems. Have you read any reviews that point out this problem?