UPPAbaby

This customer posted to the Revdex.com website before we even had any contact with herwe just received her inquiry via our website and will be responding to her todayWe will be able to assist her once we get the specifics including warranty information as her stroller is not registered

We are confused since the customer is now saying that it was definitely a screw in the wheel that made the wheel come off the frame, therefore the actual frame is fine and she would not need a new base frame but a wheelWe certainly would have been happy to work with her from the start on thisIf she thinks it is more than a wheel please send pictures of where the frame is defectiveWe can certainly get a new frame/wheels out to her since she is within warranty

received from Consumer on 08/13/: I purchased an Uppababy Vista in solely based on the fact that it could convert to a double strollerI am due with my second baby in September and have been trying for months to purchase a second (rumble) seat for my stroller without success due to "manufacturing issues"I contacted the Revdex.com a few weeks ago with this complaint and I was assured by Uppababy that the strollers would be available in mid AugustMid August has now arrived and they are telling me that they are not available and the earliest they could be available is mid SeptemberIn my last complaint I stated that not receiving the seat in August would cause me to file a new complaint as now I have been lied to by the company on multiple occasionsI was also told the last time I contacted them that there was no way Uppababy could send me a new seat when they received themAfter speaking with customer service today, however, apparently that is something they can do so I could have received a seat when they got a shipment in early August if I wasn't lied toIf they do not resolve my issue I will not have any way to transport my two children which is the sole reason I originally purchased this product.Desired Outcome:I would like a stroller that has the ability to convert to a double strollerIf they would like to send me a rumble seat for my current stroller then I would like that ASAPOtherwise I would like to exchange my stroller for another stroller that is/can be a double stroller before the arrival of my second child I will be contacting the business again in August if the product is still not available.
Regards,
*** ***

UPPAbaby is sorry that you are dissatisfied with our product yet please understand we do offer a generous year warranty and unfortunately we can not always know what a stroller has been through over a year periodOur strollers have passed/exceeded all weight testing done by the *** and
since our products are designed to be utilized with children, safety has always been of the utmost concern for UPPAbabyOur strollers are modular so parts can be replaced and fixed in the event that wear and tear over time have potentially done some damage. Uppababy guarantees to provide the service and product that you are entitled to under the year warranty detailed in the Uppababy owner’s manualIf you considerthe purchase of a vehicle or major appliance there are times where service is needed after a certain amount of use to maintain the productIf you are looking for a lifetime guarantee, unfortunately, I cannot give you that assurance when you take into consideration use, unforeseen, and extenuating circumstances. We are sorry to hear about the issues you are experiencing,however as your stroller is years old and out of warranty, we are not able to cover the cost of the parts. Similar to every company with a limited time warranty, once a warranty has ended, the customer is responsible for the cost of any repairs and/or replacements.Cost of *** stroller - $Bassinet is included (not extra)

Hello Uppa- I have deep rejection for this resolution on three accounts The MOST important is that its no a problem with your warranty that I have issue ALTHOUGH, when my family bought us an $stroller, I NEVER figured I'd one day have an issue over something SO CLEAR as a manufacturing defect NOT being honoredI guess it's why you buy a *** over a *** I had always considered Uppa the *** of Baby strollers, and clearly when it comes to honoring it's product, that just isn't the case I mean, HOW you've STILL not address the issue on HOW A WELDED piece of frame SHOULD EVER snap apartIT's not like welding WEAKENS after the warranty expires ESPECIALLY considering that YOUR company assumes that the family WILL own your stroller beyond the year window, hence the kick stand, the rumble seat, etc SO you warranty a product then advertise use beyond it's initial use and then you don't warranty your product for that additional use IT'S TERRIBLE BUSINESS>Also, we specifically wrote to the presidents on MANY occasions and NEVER GOT ONE RESPONSE Once again BAD BAD Business In addition, your customer service team was NOT all that pleasant or apologetic on this matter.I think you should honor a DEFECT, not a warranty repair, A MANUFACTURER DEFECT that was DONE POORLY FROM THE DAY YOUR STROLLER LEFT THE FACTORY and was BOUND to break, however since we just didn't use the stroller all that much in the first few years, the defective weld just didn't surface.Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
I did reply and declined that optionI stated that I already submitted several pictures without any assistanceHence this case should not be closedI should be re-openedYou all re-opened for the business when they did not reply know I am asking for he same when I DID reply back in a timely manner.Many thanks
Regards,
*** * ***

Yes, appliances break down, and vehicles break down out ofwarranty, HOWEVER, when a company recognizes the use during the warranty THE ADVERISED AND EXPECTED USE BEYOND said warranty as part of a complete system for additional children and what SHOULD be so far from the norm for a stroller to separate at a weld, often they recognize that this SHOULD NEVER occur, and experts in the welding field agree.the honorable thing would be extend the warranty as a sign that since you advertise a "stroller for a life of a family" a two year window in inadaquate to cover such a rare instance from occurring.case and point,a well known tire manufacturer admitted they made a faulty tire, they honored to replace and recall the product OUT OF WARRANTY bc it was poorly manufactured.
Regards,
*** ***

Please understand that safety is our number one concern and we exceed all JPMA standardsWhen a wheel comes off of one of our strollers there is a good chance that it was not "clicked" all the way into the base frameThis is not a defect but you should always ensure the wheels are all the way on
the strollerBut since our stroller is modular we have constructed it so that if a wheel does come off the stroller it will not tip over and remain standingIf a wheel is currently put into the frame and does not fall off then chances are it was not all the way in, but if you are worried we can get your frame back and send a new base frameUnder our waranty we do not give refunds but Uppababy guarantees to provide the service and product that you are entitled to underthe year warranty detailed in the Uppababy owner’s manualIf you believe there is a problem with your frame we will be more than happy to get your current one back to test and send you a replacement

The screw came off which is what caused the wheel to come offApparently this never happens to uppababy strollers which is what I was told when I calledTherefore there is definitely something wrong with this frameI dont know if this was a defective version but there is definitely something wrongIn addition to this the other day I just noticed that handle pushed in by itself instead of staying clicked in placeI just find this so ridiculous with such an expensive strollerAs I said in my previous message I am willing to send in the frame for a new one of the shipping charges are coveredThere is no reason I should be spending any more money on this stroller
Regards,
*** ***

Our Rumbleseats are due to arrive in port on 8/The reason our Customer Service reps do not give an exact date is that this year the US had strikes at all the major ports which caused delivery delaysAlso, we are the manufacturer and do not sell direct so even thought we get the product on a
certain date it still has to be delivered to the retailer, and we don't know the exact date a retailer will put it on their shelvesThere are many outside influences and we do our best to get as accurate a date out as possibleBut they did know the product is due to arrive soon and we let the customer know when they call inYou will see it on the shelves the early August as we will ship to the retailers by 8/

I am confused. I offered to send another frame if the customer felt there was something wrong so not sure why this keeps getting filed. If she can just verify her address with [redacted] we will get this done. A screw falling off the wheel is not a new frame but she did not mention the other problem in her previous complaint. I will state again we are more than happy to send her a replacement frame.

Again,we are sorry you are not happy with our 2 year warranty but we do not offer an extended one and explained why in the previous comments. We have offered to replace the broken parts at a discount.

We are confused since the customer is now saying that it was definitely a screw in the wheel that made the wheel come off the frame, therefore the actual frame is fine and she would not need a new base frame but a wheel. We certainly would have been happy to work with her from the start on this. If she thinks it is more than a wheel please send pictures of where the frame is defective. We can certainly get a new frame/wheels out to her since she is within warranty.

This customer posted to the Revdex.com website before we even had any contact with her. we just received her inquiry via our website and will be responding to her today. We will be able to assist her once we get the specifics including warranty information as her stroller is not registered.

Dear [redacted]I am so sorry I did not see this on the Revdex.com website until now. Back on October 17th, one of the Customer Service reps was on chat with you and requested pictures of your stroller to be sent to her so that we could replace under warranty. We never received the pictures. I will have her...

reach out to you again so that we may proceed with your claim.

I am willing to accept a replacement frame if the company cover the shipping cost of my current frame as they are big and are not cheap to ship. By the way the wheel was put on properly it was a screw in the wheel that made it come off.
Regards,
[redacted]

Dear [redacted],We are due to get the rumbleseats in next week. The customer service rep may have not had all the info and got nervous. They are about a week behind because of port issues coming in from [redacted] but they will be here.