Help Please faulty Hauck Condor travel system - fashion World

[snowdragon]

ok, no reply from anyone, so need to know how to proceed please so they take notice, my granddaughter needs to be able to go out as she is not walking yet but the pram is not safe, I am about to ring them ( 0345 number ,of course! )

[snowdragon]

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[dx100uk]

fw is kdw not shopdirect.

 

 

hit the ceo

 

 

include...

 

 

I am aware that you are an extremely busy person and understand that you will not personally deal with this complaint, however I am very upset in the flippant manner I have been treated by your complaints team and would appreciate you asking a senior member of your staff to look into my complaint

[snowdragon]

I did dx, I clicked the link you gave me the other day but have heard nothing back.

[snowdragon]

When I phoned them today I actually spoke to someone in the right department but he made out there were no pictures and had no idea when I had first contacted them!

 

I told them dates etc, he then " found" one set of pictures but not the others, he asked me to resend them but mark on them where the damage was, he said once he had them they would phone me back, I know they got the email as I had one come back saying it was being dealt with, but I have had no phone call or anything else, I did say to him I was taking this matter further and he quickly said that is why he had phoned me!

[snowdragon]

I have emailed them again just now telling them I want a reply today as otherwise it will mean further action, what happens if the pram/pushchair collapses with the baby in it and she is badly hurt?

 

Sandy

[snowdragon]

** UPDATE **

 

I have spoken to a very nice man called Chris who has finally taken me seriously and is dealing with it and has seen the pictures which I had to resend him , again but he did get them. He said he is going to their merchandiser to see if I can have a replacement as I said no to a repair and he agreed.

 

I will get a full refund he said all being well, I said I was covered by SOGA but he said as it was over a year old that is did not count? I asked why, it is because it was in good condition to begin with

 

I will keep you informed

[snowdragon]

" Further Update "

 

 

We are getting a full refund and they are taking the pushchair back!

[snowdragon]

Just received a letter of confirmation re this matter and they have already refunded the amount back to my catalogue account

[dx100uk]

there you go

find the right person

and everthing gets sorted.

 

 

whats to happen to the old one?

 

 

have they not indicate a return of it?

[snowdragon]

hi DX

 

yes they will collect the new one as soon as we choose or buy another one, either from them or elsewhere as they want me to put the old on in the box the new one comes in, I just have to contact them when it needs collection, also we can keep the car seat and carry-cot/pram bit

[dx100uk]

that's a wonderful result

 

 

and hats off to them for eventually doing what they should have done from day one

 

 

dx