Faulty Travel System and shop now closed - Help!

autumntrance

Good evening,

I purchased the Chicco Trio Living Black Label Ltd Edt online a few months ago and have now been using it for 5 weeks (since birth of baby).

It is a travel system so the car seat, carry cot, or pushchair all click into the chassis and automatically lock. Over the last week or two the frame seems to have become loose/ stretched/ unstable (sorry can't find the right word!) so now when you put the car seat for example onto the frame it clicks in lovely one side and misses the other as the frame now seems to be too wide it's not that one side is faulty it can click into or miss either! The whole frame is starting to feel increasingly unstable.

So I simply contact the website right? Problem is it has now closed down so I was wondering what my rights are before I contact Chicco? I really do not want another one as I no longer feel safe putting my baby in it, am I entitled to a full refund?

Any help would be great - oh and because it was online we did pay with a card but I'm not sure if my partner used his cc or bank card.

arcon5

In normal circumstances the seller wouldn't be ibligued to offer you a refund. They can repair, repalce or refund and it's their choice. Although obviously not going to happen here.

Does it have a warranty? These are usually provided by the manufacturer so you may be able to contact them directly to sort it out.

autumntrance

thank you for the quick reply, yes it has a 6 month warranty which we are still in, thank goodness.

Seems as its going to be straight to manufacturer would I be able to obtain a refund?

thanks again

pitkin2020

They aren't likely to give you a refund unless they no longer have stock for it or it can't be repaired, like already said they have to have the opportunity to repair it or they may exchange it for another model of similar value.

autumntrance

that's fab thank you, I will contact them and keep you all updated

pitkin2020

autumntrance wrote: »

that's fab thank you, I will contact them and keep you all updated

Yes do keep us posted good to know how companies respond to things like this. I will say make sure you stay calm on the phone, be polite sometimes that will get you a lot further than ranting and raving (although you don't come across as that sort of person :beer:). If they offer you something that you don't want or don't get a good response then don't just settle for it because you think you have to, come back an update and i'm sure someone will offer more advice on how best to go forwards.

Good luck

Flyboy152

autumntrance wrote: »

thank you for the quick reply, yes it has a 6 month warranty which we are still in, thank goodness.

Seems as its going to be straight to manufacturer would I be able to obtain a refund?

thanks again

If the seller has ceased trading and you paid by credit card, the card issuer is jointly liable under section seventy-five of the consumer credit act. I suggest that you contact them and make a claim under that section of the act. You are more likely to get a refund under those circumstances than you are with the manufacturer. If you paid by debit card, you could still make a claim under their charge-back scheme, if they have one (most debit card issuers run such a scheme).

autumntrance

I have just found out that the online shop is still open (untill all stock is gone) but the physical shops are closed.

I have contacted them via the site, have telephoned them 3 times in the last 2 days (actually much more but it just rings out to an automaited message saying the person at that extension is on the phone, but have left 3 messages) I have not received a reply at all.:mad:

I am at my wits end about what to do as I am against the clock because of them closing down - which way do I go from here.

Oh it might be worth mentioning that they have a sister company that is advertised on the original website but this site is for cycling rather than baby items.

As always thanks in advance.

bris

You should really getin touch with Chicco to sort this out. Even if you do get through to the website they are entitled to repair it anyway so a refund is highly unlikely. The other problem is if they do ask you to send it back for epair it will take twice as long as going to Chicco direct. There is also one last problem in that if you do send it back and the website finally shuts or goes out of business you could end up a creditor and losing the product altogether.
After a week since your last post did you manage to ask Chicco for a repair?

autumntrance

Update

I wrote to the retailer explaining that I had been trying to make contact with them, the fault and the problems it is causing us and that I would like a refund giving them 10 working days to reply with intentions.

I got a call this morning from their sister company and the guy said he would pass it across but wanted to inform me that the lady that would deal with it was away until Monday, but he wanted to let me know it had been received - which I thought was nice.

We have also requested chargeback forms from Halifax as it was paid for on a D card.

Will update asap

autumntrance

Update

The company have now sent me a 'brand new system' or rather just the chassis that surprise surprise is damaged! Its all marked and the stickers are peeling off - its clearly one they have had knocking around.

So I have now written to them again and asked again for a refund.....

will keep you all posted