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Faulty pushchair bought on Internet with credit card
Hello
I'd appreciate any advice on offer in relation to the following issue:
Bought new pushchair from shop on Internet Dec 2007 - Paid £400 over phone using Smile CC.
May 2008 reported issue to shop - Pins on main frame hinge had sheared off. Requested full refund but they said they would send a new frame. I was expecting a new buggy but it was in fact just the frame and my partner needed to spend a couple of hours fixing everything to new frame.
When we tried to fit the last wheel it would not fit the frame - ended up taking everything off buggy frame and returning it to shop.
Shop sent another frame a few days later.
Everything looked good but again an issue with a wheel - Wouldn't lock in place.I thought this was user error at time and as we were in middle of moving house not able to give full time and attention.
Used buggy a few times over next few weeks and realised wheel was working loose in use so stopped using it.
Advised shop of issue this month and they have offered to send replacement axels. I advised I was not happy to have another repair done on the buggy and felt the only acceptable solution would be a new buggy.
They advised I would have to request this from the distributor.
The distributor offered to give buggy a service and complete overhaul all postage at their expense.
I advised distributor and shop I would prefer a refund at this point.
Distributor said I need to sort that with shop.
Shop said "...Under the sale of goods act you are entitled to a refund if the given fault becomes apparant within 28 days, before goods are repaired or replaced. ..."
They have suggested I should take them up on new axels or the distributor on overhaul offer.
Any advice on my rights in this situation would be appreciated. The service and overhaul seems like our best option just now but would be happier if I could get full refund as product has been such an inconvenience. As I bought it on a credit card do I have any further rights?
Many thanks in advance.
Re: Faulty pushchair bought on Internet with credit card
As they have offered you what you are entitled to under SOGA I don't think you have any recourse with your CC.
They are probably thinking that you have had it a year and is now of no further use as the rider might have outgrown it, so they are only offering a repair.
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Re: Faulty pushchair bought on Internet with credit card
Thanks for your reply.
It's a double buggy and whilst one child is almost out of it, the other will certainly neeed it for at least another year and half and if we planned to expand the family I'd expect to put the newborn in it in a few months with my second child.
One of my concerns is that the safety standards are not up to scratch on this particular frame. I would be happy with a new replacement but from what you're saying this is not an option to me anyway.
Re: Faulty pushchair bought on Internet with credit card
An update for anyone interested...
We went with the service and overhaul on our Phil & Teds Sport buggy and all seems ok so far.
The customer service we had from the Internet shop was very good - they paid for all the courier fees throughout (and incidently have stopped selling this product now due to the issues and costs involved with returns we were told)
The distributor, 'Out n About', did what was required - that's about all I can say, they certainly didn't leave me with any warm fuzzy feelings!
The product - I WOULD NOT RECOMMEND. I love the design and ease of carrying 2 kids but of the four people I know with this buggy, three have had issues with the same brackets that we did. So if you are having an issue and have the chance just get a refund and buy something else!
Faulty pushchair bought on Internet with credit card
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