gt97grad
05-03-2006, 11:27 AM
I bought an Ultra Savvy from one of their online retailers over a year ago, before my daughter was born. Yes, I was very eager to get all the gear we would need before she was born. We ended up using baby carriers mainly instead of the stroller until just recently. So we're using the stroller and the clips that keep the shoulder harness strap attached to the waist buckle keep coming undone.
So, I email Combi CS about getting replacement clips and hear NO response. Over a week later, I call their CS rep. only to be told that it is not a defective part because they haven't heard of any other problems with the clips. I tell her that it is defective because it keeps coming undone and I have hardly even used it yet. She tells me that each clip is $1 plus $8 S&H. WHAT? Ok, I understand that the warranty has expired, and although I think it is ridiculous, I would spend the $2 on the clips, but $8 S&H for something that costs less than $1 to ship. She says that you have to pay for Handling. I am furious and ask how can a company release a product that has a defective safety harness (so unsafe!) and then charge the customer for replacement parts, even if it's past the warranty. Ok, so I'll pay for the replacement parts and reasonable shipping, but geez. The S&H costs 400% the cost of the parts.
I tell her it would be great advertising for Combi that I'm walking around w/ a stroller that needs tape to keep the safety harness together (which is what I've been doing). She then asks how can I accuse the company of being unsafe when I am being unsafe by using tape (which she does not recommend, of course) to keep the harness together. It's safer than having the shoulder harness coming undone altogether, I tell her. And as I am telling her this, she cuts me off and directs me to her voicemail.
So, I am FURIOUS! Very disappointed in the product, the product control, and of course the CS. Yes, I was upset/angry, but as a CS rep, I would think she would have experienced worse.
I'd much rather purchase another stroller (NOT COMBI) then give Combi any more of my money, even just $10.
Lori
So, I email Combi CS about getting replacement clips and hear NO response. Over a week later, I call their CS rep. only to be told that it is not a defective part because they haven't heard of any other problems with the clips. I tell her that it is defective because it keeps coming undone and I have hardly even used it yet. She tells me that each clip is $1 plus $8 S&H. WHAT? Ok, I understand that the warranty has expired, and although I think it is ridiculous, I would spend the $2 on the clips, but $8 S&H for something that costs less than $1 to ship. She says that you have to pay for Handling. I am furious and ask how can a company release a product that has a defective safety harness (so unsafe!) and then charge the customer for replacement parts, even if it's past the warranty. Ok, so I'll pay for the replacement parts and reasonable shipping, but geez. The S&H costs 400% the cost of the parts.
I tell her it would be great advertising for Combi that I'm walking around w/ a stroller that needs tape to keep the safety harness together (which is what I've been doing). She then asks how can I accuse the company of being unsafe when I am being unsafe by using tape (which she does not recommend, of course) to keep the harness together. It's safer than having the shoulder harness coming undone altogether, I tell her. And as I am telling her this, she cuts me off and directs me to her voicemail.
So, I am FURIOUS! Very disappointed in the product, the product control, and of course the CS. Yes, I was upset/angry, but as a CS rep, I would think she would have experienced worse.
I'd much rather purchase another stroller (NOT COMBI) then give Combi any more of my money, even just $10.
Lori