We have 1 too and my neighborhood CT is still carrying them too - told Brad, Lucy & Russ, but they didn't seem concerned which really bugs me! They need to get them off of shelves snd post something at CT, as well as on Sunshine website. Their response on this is so-so as well: PJM didn't respond to my first email (they couldn't find it when I asked about it), so I had to leave a voicemail and Lucy promptly returned my call. I then emailed Brad C. right away as per her instructions, and despite being told he will get back to me promptly, he did not - he just sent an older replacement seat to my house without any warning at all - sat on porch all night as I've mentioned several times. Contacted Russ, and although he responded promptly to my 1st email, he has not responded to my email about how angry we are in having to keep the replacement seat as we aew worried sabout the safety of it. He is doing nothing about my old replacement seat - despite sending photos of skuffed back and sticky goo on back of seat. Their customer service is spotty and inconsistent, and the fact that they've not been proactive in removing these seats, and alerting public, is very irresponsible and negligent in my opinion.
Tiger
Have you directly called Russ? His email responses are often slow or misplaced, but he almost always answers his phone (Got the number through the main U.S. number) and is VERY responsive. My baby puked all over my--sorry, HIS--seat and I emailed and then called to figure out how to clean it and if soaked straps are still safe. Upon complete cleaning I found an odd small crack on the bottom/base of the seat, and called immediately. He said even though it wasn't a safety issue, they would replace it. I got the new seat 4 days later (I am in the U.S., so I'm sure that part is different) and the call tag for it a few days after that. The new seat was great and about 2 months newer on the DOM.
I've read your posts elsewhere, and am REALLY surprised at how your situation has been handled as so many of us have found them to have terrific customer service. I did finally conclude, though, that Russ likely gets TONS of emails, and therefor his answers are often short and missing in detail. Like he answers one question, but not another. however, when I call, he is very kind, and answers ALL my questions, even the new ones that his anwers bring up. I've talked to him for over an hour more than once. I would recommend calling, and calmly explaining your situation--focusing on the fact that your seat has obvious signs of being used, and that raises a HUGE safety concern for you. DOn't mention the DOM at all. It's really irrelavant as a reason behind needing a replacement seat. Just tell him you don't even feel safe with your child in it because you feel it's a used seat, and therefor you have no idea what happened to it before or why it may have been returned. There's a good chance they track the model numbers of returned seats and he may be able to verify that the seat you recieved was indeed returned. Especially if the previous owner actually registered it. IF they do track returned seats, and he firmly states yours was not, is it possibly yours was simply a floor model?
Sorry, that was long-winded. I just hate to see someone SO upset with a company that in general has given great customer service.
Stephanie
