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Why don't companies stick behind their products? Maclaren Strollers, Inc.I wrote about the lack of quality in the toys our children received for Christmas a few days ago (see What happened to quality control with toys?) and since then I have dutifully queried the various companies trying to figure out how to return or repair some of the new additions to our playroom. Of the two queries I've sent, one was answered splendidly (kudos to the customer service team at Collectibles.com, who are willing to work with me on the carousel even though it wasn't purchased there). The other, well, you can read the exchange between us and Maclaren Inc... First off, we sent the following message to Maclaren Strollers: Hello there. We bought a toy three wheeler “jog stroller” for our daughter for Christmas, and when we assembled it, found that various small pieces of hardware were missing, including the screws needed to attach the “mud flap” plastic piece to the front wheel and the two pieces (per wheel) for the back wheels that lets them stay on the axle (in the instructions they’re shown as steps 1.c and 1.d and the screws in step 4. For obvious reasons, my daughter is very eager to be able to play with this toy so we would be MOST appreciative if you can have someone send out that hardware ASAP. To which they responded rather curtly with: We apologize for the missing pieces of your stroller, would you please let us know where you purchased this toy? We'll be able to serve you better with this knowledge. And we sent back: Hello – We purchased the stroller at TJ Max. I never thought to check inside for missing pieces, but will do so in the future! and here's what we got back. But before you read it, how would you respond if you were in charge of customer service at Maclaren Strollers, Inc? Surely not like this: Thank you for your prompt reply. Unfortunately we do not have stock for the spare parts of toys to repair this toy. As it was sold through a retailer, it is the retailer that has the money from the transaction rather than us. It will be up to them and their return policy which we cannot override. You may want to try taking the toy back to get a refund, if you are refused please let me know and I will see if customer service can do anything else for you. I find it completely baffling that they don't have spare parts for products that are part of their current product line, but more upsetting that they don't really seem to care much. If I were in customer service I'd scrounge up some replacement parts of some sort, something to at least say "we don't have parts, but I've sent along something I think will work". Oh, and if the retailer is the only person in this supply chain that "has the money from our transaction" then I wonder how Maclaren is still in business. In fact, Maclaren has a piece of the transaction too because TJ Max had to buy the product from them in the first place. Or perhaps Maclaren views that as when they get to wash their hands of the transaction? This is the face of modern commoditized overseas manufacturing. The vast majority of people at Maclaren probably don't even know where their products are made, let alone have the ability to pick up the phone and ask for some replacement parts to be sent to an unhappy customer. And pushing us back to the sales outlet? That's a coward's way out, in my opinion, because as we said in the beginning, we like the little jog stroller, we just want it to be fully assembled. Instead of being glad to hear from a potentially happy customer, Maclaren customer service can't see beyond the end of its proverbial nose. We don't want to return the silly stroller, we just want it to work! At this point I would strongly discourage people from buying Maclaren products based on this interaction with its customer service team. No solutions, just a form response. Very disappointing, and doubly so for a company that sells toys for children. But maybe I'm still just overwhelmed with the generally poor quality of the toys we bought for our children this year? Posted by Dave Taylor at January 2, 2006 9:10 AM
Comments
That's appaling. You should call them directly at (203)354-4400 (EST) and ask for Bahman Kia(President of the company). I bet he doesn't know that this is how his customers are being handled. Key here is when they ask who's calling just say "Dave". When you get his voice mail - don't leave a big message just say "Hi, this is Dave, give me a call at #. I'm having a problem I know you can help me with. Thanks." Hope this works for you. Posted by: Jenny M at January 3, 2006 1:09 PMThere have been several times that I have purchased an item with the hardware missing (a hamper, a cat tree, etc.). I have never had any trouble sending off a quick email requesting the parts. The companies always overnight the missing screw, or whatever. That is shoddy customer service, for Mclaren to give you the run-around. Posted by: Chrissy at January 3, 2006 9:29 PMI have had similar bad luck with Maclaren. We bought a double stroller from them. The foam on the handles ripped apart. All I wanted was new foam pieces, but they couldn't accomodate. Posted by: carmen at January 8, 2006 5:17 PMI would have taken that toy apart and returned it to the store for a different one. The I would write a letter directly to the President to let him know he needs to educate his staff on proper customer service. It doesn't matter where your transaction took place, it's their product. Ever open a toy and a little stip of paper falls out and reads "If you are missing a part, please do not take this back to the store, but call our 800 number with the request".... Posted by: Tian at June 9, 2006 10:14 AMI have a Maclaren stroller and absolutely LOVE it! I have never purchased toys from them before (my daughter is only 1 year old) but I am keeping your post in the back of my mind. However, I diasgree with you and do not think that Maclaren was giving you the "run around". My Maclaren is 3 years old (used it for my son) and when I had a problem once they were MORE than happy to help me. I think the thing with Maclaren is that they just don't send out new parts, they want to inspect the entire stroller for furture potential problems (kind of like a car). Perhaps they are so busy with their actual strollers that they do not make spare parts for the toys? At the end of the day, it's just a toy. I would've exchanged it at TJ Maxx. Posted by: Scarlett at June 27, 2006 8:29 AMMy experience with Maclaren has been terrible too. Even the "supervisor" I talked to, Cara Glaser, just dropped the ball and blew me off. After a run around about model year, place of purchase, etc on an 8-month old stroller, she finally promissed to send new wheels and never did. That was a month ago. I would recommend people never buy a MacLaren. Sounds like I'll have to call mr Kia. Michael, I had a problem with my Techno XT and they shipped me a replacement part even though my warranty was over so I really can't complain. The customer service person at the store where I bought my stroller (Tinyride) did help communicate with Maclaren though so I don't know if they would have done it had I called directly and asked. Posted by: Mary at March 7, 2007 9:17 PMI had a problem with my Techno XT and they shipped me a replacement part even though my warranty was over so I really can't complain. The customer service person at the store where I bought my stroller (Tinyride) did help communicate with Maclaren though so I don't know if they would have done it had I called directly and asked. Posted by: Maclaren Techno XT stroller at March 7, 2007 9:26 PMI found this discussion while looking for Maclaren strollers, and though my response may not be read, I figure I'll throw it out here anyway. Astrid, that's a legitimate point. As you say, TJ Maxx is where things go "to die" and either the stroller must have been discontinued or otherwise defective to be sold there in the first place. Nonetheless, I believe that manufacturers have, if not a responsibility, an *opportunity* to turn any customer into a lifetime fan by going above and beyond. Maclaren didn't do that. By contrast, my kids found a big plastic Radio Flyer wagon that was dirty but otherwise in excellent shape except it was missing a small hardware piece that kept one of the wheels on the axle. A call to Radio Flyer produced *two* of that part in the mail two days later. They charged me $5 + shipping, but it was easy, pleasant, and the end result was that we have a really nice wagon that cost us about $9 total. They too could have said "sorry, we're not interested in supporting you if you don't have a receipt", but they chose to service their customer over nitpicking corporate profits. In my opinion, a good move. Posted by: Dave Taylor at July 6, 2007 5:54 AMThat's is very interesting. I had no idea TJ Max is like that. Although I never really been there its good to know....whether I'm looking for a deal or to know a place to avoid for buying a expensive product (knowing something is going to go wrong). I usually buy my stuff at trusted places online. I bought my Maclaren stroller about 3 months ago and I can't complain. Nothing broke and my wife loves it! Posted by: Maclaren Stroller XLR at November 29, 2007 1:52 PMI found this blog while looking for replacement Maclaren parts. I'm going through a similar experience with them, and I didn't buy from a 'product graveyard' store like TJ Maxx. I have a Maclaren twin double stroller and I love it. I love the color and how it rides with my two sons in it. After two years I see that it is falling apart. But for the most part its because I really use it to get around. The brake fell off. The seats are now giving me a problem when I try to close it. I bought a four seasons stroller (which is a $500 stroller) and i wanted the carseat bar from the XLR (which i know fits the four season because i tried it in the store) so i ordered it online and waited and waited and waited and when i finnaly called them they couldn't find my order then they finally found it and said someone should have called to get moreinformation, they wanted a serial number and the reciept and a million other things which i no longer have. they expected me to keep the 10ft long box that it came in!!! horrible customer service and i thought they were a great compnay Posted by: Raina at February 19, 2008 4:49 PMI am looking for a replacement wheel for my maclaren triumph. I e-mailed the company and they told me they do not sell replacement parts to individuals, but I could find a repair place on their website. I looked and couldn't find anything. I used to own a graco and again I needed a replacement wheel. (I have a habit of trapping the wheels in the trunk of my minivan). They charged me for a replacement wheel and shipped it right out without any need for proof of purchase. That is customer service. Posted by: Rachel at March 7, 2008 1:01 PMI hate my MacLaren stroller - a 2007 XLR - because 1) it is NOT easy to fold (even when using two hands) so I can't use it when taking the bus; 2) the seat extenders that support a small baby's legs don't lock in place; 3) the foot muff was an additional $70 total and it doesn't come up high enough for good coverage of the baby. I chose it and paid that high price because it was lightweight and could be used longer since it can accommodate a heavier (older) child. It's been only six months, and I can see that my fantasies of using it until the baby is 4yo are wildly out-of-touch with the reality of the stroller's endurance. The fabric and the wheels are showing a lot of wear, even with careful use. However, I will say that for the six months, it moved well, was lightweight, and looked beautiful. I also chose a MacLaren baby carrier for my registry. The thing has so many straps, buckles and snaps that adjustments - not to talk about trying to put the baby in it properly - made the gadget a pain in the neck to use. I used it only three times, and feel it was not worth the $90. These major bad experiences has turned me off MacLaren, and I will not even look at another one of their products. Posted by: Mary at May 8, 2008 7:56 AMPost a comment
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