Update: Bugaboo customer service?

[YouAreTheFocus]

We are having a problem with the handle on our 2010 Bee. We bought it from Nordstrom, so I am I am debating going through them or Bugaboo for assistance.

Has anyone experienced Bugaboo customer service recently? How are they with repairs/replacements?

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Update: See post 7.

[nmstrong]

bugaboo customer service pretty much sucks, I would definitly say go directly through nordstroms. I have consistently had bad experiences when dealing with bugaboo. And quite the opposite with nordstroms. That is one of the actual reasons i could never shell out 1100 for the donkey.

[beth239]

I actually had very good experience with Bugaboo. My cameleon was not opening right. The chaassis was getting stuck and was so annoying. I called them and they had me email a picture. I received a whole new chassis within a week at no charge.

[hhamouda]

I had an issue with the seat of my bugaboo bee and had purchased the stroller at neiman marcus. Although bugaboo was willing to ship out a new chair, they were "out of stock" for weeks. I just followed up today saying how disappointed I was with their service, and they responded immediately saying that they miraculously now have the seat and will ship in 4-5 days. When I asked what am I to do with a faulty seat (i.e., a stroller that is useless), they simply said too bad.

[YouAreTheFocus]

Thanks guys, sounds like I should start with Bugaboo and see how they handle it. If they put me off I can move onto Nordstrom. I keep forgetting to jot down the serial number so I can call during the day.

[YouAreTheFocus]

So I kept forgetting to bring the serial number to work so I could call. Finally remembered today and called Bugaboo--and they didn't even ask for it! I explained the handlebar problem, and they said it sounds like we need new locking clips. They're sending me two sets of them "just in case!"

[YouAreTheFocus]

Well, my great customer service experience has turned into quite the opposite. It is now 3 weeks later and I have received nothing. I called Bugaboo today and they had no record of my call or request. They are now asking me to provide photos of the S/N, photos of the problem, photo or scan of the reciept. What? No one mentioned any of this the first time around. They also had the audacity to tell me that *I* neglected to submit the request properly. Huh? What about the CS rep on their end that took down my info and then threw it in the trash?

I am thoroughly ticked off. Guess it's time to go to Nordstrom.

Perhaps this should now be moved to the BP!

[brgnmom]

oh no, sorry you had a negative experience w/ bugaboo's CS. They have a live chat option online: http://shop.bugaboo.com/live-chat.cp, and you can keep a record of that.

[nmstrong]

The same thing happened to me! They were reallyhelpful and she said she had to talk to her supervisor and they would call me right back. 2 weeks later I called them back no record of our conversation at all! So unprofessional...

[Annyeb]

Yikes. You would think a company like that with such pricey strollers would be better! I hope Phil & Teds gives me good CS if I need it. I always received good CS from MB, but that was before they were bought out? I really tjink expensive stroller companies especially should be giving their customers good CS!