Poor response to Babboe cargo bike recall

NE_dad

We bought a second hand Babboe cargo bike in 2020 for £2500 (~£6000 new). In February 2024 Babboe started a mass recall of many cargo bikes of which our is one. Six months later we got an email offering only £533 (20% of the RRP of the model in 2015) in vouchers for a new bike which we can only spend on their website. The bike is from after 2015 but they claim not to know when the bike was made (despite us giving them the frame number) and we don’t have records as the bike is second hand - we think the bike was made in 2018/9.

In the 6 months it took them to get back to us, we had to buy a new bike as we couldn’t get kids to school/nursery without it.

So, we now have a useless cargo bike and the offer of a ridiculously value low voucher towards a replacement Babboe bike, which is useless as we purchased a new bike from a different company.

I am looking for advice/help on whether:

- Babboe being ‘unable’ to date our bike despite having a frame number for reference is acceptable.

- Whether it is acceptable to offer only vouchers and no form of cash compensation, especially after an extended period of time.

Thank you.

Inbetweeners

Where did you buy it from. If from a 3rd party then Babboe potentially have no obligation to offer you anything.

Aylesbury_Duck

Did you buy it from Babboe themselves, as an "approved used" bike, or similar?  Or was this an eBay-type sale from a private individual?

If the latter, I don't think you have any consumer rights at all, and certainly no right to anything from Babboe unless there was a warranty and it was transferrable.

born_again

NE_dad said:

We bought a second hand Babboe cargo bike in 2020 for £2500 (~£6000 new). In February 2024 Babboe started a mass recall of many cargo bikes of which our is one. Six months later we got an email offering only £533 (20% of the RRP of the model in 2015) in vouchers for a new bike which we can only spend on their website. The bike is from after 2015 but they claim not to know when the bike was made (despite us giving them the frame number) and we don’t have records as the bike is second hand - we think the bike was made in 2018/9.

In the 6 months it took them to get back to us, we had to buy a new bike as we couldn’t get kids to school/nursery without it.

So, we now have a useless cargo bike and the offer of a ridiculously value low voucher towards a replacement Babboe bike, which is useless as we purchased a new bike from a different company.

I am looking for advice/help on whether:

- Babboe being ‘unable’ to date our bike despite having a frame number for reference is acceptable.

- Whether it is acceptable to offer only vouchers and no form of cash compensation, especially after an extended period of time.

Thank you.

As the reason for the recall was. The frames of some Babboe cargo bikes can crack, which can lead to the frame sagging and potentially cause a fall hazard.

It is not exactly useless. So long as you keep a close check on the frame it should be fine to use. If it does crack then it could be welded up.

But as per above, as you did not buy it new (how old is it?), had it for 4 years with no worries.

TBH, after bikes have exceeded warranty timescale or 6 years. There is no need for them to keep details.

The recall is for bikes made 2010 to 2012 for manufacturing errors & 2017 & June 18  may have welding defects.

This is also a Dutch company.

Warranty is 

5-year warranty on the frame and a 2-year warranty on non-wearing parts (brakes and gears)

So going by the usual 6 year lifespan, which this sounds well past. The pay out is very generous for a bike that you did not buy new. On which the warranty is non transferable.

Alderbank

Inbetweeners said:

Where did you buy it from. If from a 3rd party then Babboe potentially have no obligation to offer you anything.

I agree they have no obligations under consumer legislation.

However this is a safety issue and the manufacturers do have a responsibility to all who might be affected by product safety. It is a statutory duty which they cannot avoid.

Think of it like say Ford recalling some cars because of a fault with the airbags or a food manufacture doing a product recall because it might contain dangerous bacteria.

Those Babboe bikes have faulty welds and the bikes have literally just fallen apart without warning, throwing the rider into the road. When this has happened in front of a bus, say, or at a busy intersection, the riders have been seriously hurt.

In the Netherlands Babboe, and the brand owners Accell, have been criticised for a very slow response and in particular of an inadequate and mean response in offering customers a replacement bike or a voucher if the vehicle is more than five years old.

I am sure the OP is referring to this issue.

Here is a typical press article:
https://www.dutchnews.nl/2024/06/babboe-recall-hits-the-skids-only-500-bikes-replaced-so-far/  

Aylesbury_Duck

Alderbank said:

Inbetweeners said:

Where did you buy it from. If from a 3rd party then Babboe potentially have no obligation to offer you anything.

I agree they have no obligations under consumer legislation.

However this is a safety issue and the manufacturers do have a responsibility to all who might be affected by product safety. It is a statutory duty which they cannot avoid.

Think of it like say Ford recalling some cars because of a fault with the airbags or a food manufacture doing a product recall because it might contain dangerous bacteria.

Those Babboe bikes have faulty welds and the bikes have literally just fallen apart without warning, throwing the rider into the road. When this has happened in front of a bus, say, or at a busy intersection, the riders have been seriously hurt.

In the Netherlands Babboe, and the brand owners Accell, have been criticised for a very slow response and in particular of an inadequate and mean response in offering customers a replacement bike or a voucher if the vehicle is more than five years old.

I am sure the OP is referring to this issue.

Here is a typical press article:
https://www.dutchnews.nl/2024/06/babboe-recall-hits-the-skids-only-500-bikes-replaced-so-far/  

I see.  If it is a recall for a serious safety matter then I agree, OP may have a stronger case than I initially thought.

NE_dad

Thanks all. Having two small children in the front of the bike means that any potential fault with the bike frame has potentially serious . consequences.

We were surprised that they could offer a voucher only compensation. Babboe appear to have lied about the safety of their bikes. We bought on based on reputation -yes off Gumtree secondhand but doesn't seem right we lose all resale value for basically no compensation due to this.

Aylesbury_Duck

NE_dad said:

Thanks all. Having two small children in the front of the bike means that any potential fault with the bike frame has potentially serious . consequences.

We were surprised that they could offer a voucher only compensation. Babboe appear to have lied about the safety of their bikes. We bought on based on reputation -yes off Gumtree secondhand but doesn't seem right we lose all resale value for basically no compensation due to this.

The trouble is that in cases like yours, Babboe have no way of knowing how much was paid, so how do they calculate what cash compensation is due?  Ideally, they'd offer a route where you could take it an authorised place to effect a repair/reinforcement.  That's what a car dealership would do with a faulty airbag, for example.

The £533 offered is just that: an offer.  What would be the approximate value of the bike if it wasn't affected by the safety issue?  RRP was £6000, you bought it four years ago for £2500, so what might it be worth now?  £1500?  £1000, perhaps?  Go back and ask for £1500 cash and see what they say.

Okell

Alderbank said:

Inbetweeners said:

Where did you buy it from. If from a 3rd party then Babboe potentially have no obligation to offer you anything.

I agree they have no obligations under consumer legislation.

However this is a safety issue and the manufacturers do have a responsibility to all who might be affected by product safety. It is a statutory duty which they cannot avoid...

Fair enough.  The manufacturer might have a statutory duty of care to recall the bikes, but after that, what other obligations do they have to first or second-hand owners?

Repair, replace, refund (full or partial)?

I

NE_dad

Aylesbury_Duck said:

NE_dad said:

Thanks all. Having two small children in the front of the bike means that any potential fault with the bike frame has potentially serious . consequences.

We were surprised that they could offer a voucher only compensation. Babboe appear to have lied about the safety of their bikes. We bought on based on reputation -yes off Gumtree secondhand but doesn't seem right we lose all resale value for basically no compensation due to this.

The trouble is that in cases like yours, Babboe have no way of knowing how much was paid, so how do they calculate what cash compensation is due?  Ideally, they'd offer a route where you could take it an authorised place to effect a repair/reinforcement.  That's what a car dealership would do with a faulty airbag, for example.

The £533 offered is just that: an offer.  What would be the approximate value of the bike if it wasn't affected by the safety issue?  RRP was £6000, you bought it four years ago for £2500, so what might it be worth now?  £1500?  £1000, perhaps?  Go back and ask for £1500 cash and see what they say.

The issue is as much that a voucher for £533 or £1500 is useless for two reasons: 1. because we had to buy a new bike so don't need a new one and 2. because we'd need to add a lot more money to that to actually buy anything from their website.

Wondering if they should be offering a cash equivalent. 

Aylesbury_Duck

NE_dad said:

Aylesbury_Duck said:

NE_dad said:

Thanks all. Having two small children in the front of the bike means that any potential fault with the bike frame has potentially serious . consequences.

We were surprised that they could offer a voucher only compensation. Babboe appear to have lied about the safety of their bikes. We bought on based on reputation -yes off Gumtree secondhand but doesn't seem right we lose all resale value for basically no compensation due to this.

The trouble is that in cases like yours, Babboe have no way of knowing how much was paid, so how do they calculate what cash compensation is due?  Ideally, they'd offer a route where you could take it an authorised place to effect a repair/reinforcement.  That's what a car dealership would do with a faulty airbag, for example.

The £533 offered is just that: an offer.  What would be the approximate value of the bike if it wasn't affected by the safety issue?  RRP was £6000, you bought it four years ago for £2500, so what might it be worth now?  £1500?  £1000, perhaps?  Go back and ask for £1500 cash and see what they say.

The issue is as much that a voucher for £533 or £1500 is useless for two reasons: 1. because we had to buy a new bike so don't need a new one and 2. because we'd need to add a lot more money to that to actually buy anything from their website.

Wondering if they should be offering a cash equivalent. 

That's why I suggested asking for £1500 cash.  Whether they should be offering cash is somewhat irrelevant, it's what they must offer that counts.  If a voucher is lawfully acceptable then your points 1 and 2 are dealt with.  You could sell the replacement bike you bought once you'd spent the voucher, and of course you'd have to add more money, but then you'd be getting a new product for it.  And of course you could sell that to recoup much of your outlay.

At the end of the day, you're entitled to a safe, several years old, second-hand bike.  Anything more than that would be betterment.  You're not entitled to £2500 in cash or a brand new bike.