Ok, so they still hadn't called back this morning, so I called again. I talked to the same rep, (at this point focusing on the difficulty tightening the harness) who again repeated that I would have to take the seat back to the store. I asked to speak to her manager. The manager comes to the phone and has the nerve to try to tell me that SK is under no obligation to replace the seat for ME because I am not their customer, the STORE is. I started getting pushy at this point and asked her point blank if she was saying that SK was refusing to stand by their product. She replied that of course they stand by their product, but why should SK eat the cost of shipping the seat when I can just take it back to the store. Then she asked me what I thought would happen if they replaced a seat every time somebody called to tell them they had one that wasn't working right. Me getting spippy again, I said that if they where getting that many phone calls then someone needed to take a serious look at their quality control department. Then I asked to speak to her manager. She tried to tell me that I didn't need her manager, that I needed to talk to a tech and learn how to use the seat properly. I replied that I am a tech, I know quite well how to use a car seat, and in addition I have another Radian that does not have the same problem. Finally she puts me through to her manager's voice mail. I leave a quite polite message telling her that I have a defective seat, and the reps I have talked are not apparently not authorized to help me. I leave my number and let her know that if I am not available when she calls to please talk to (my mother) as she is fully aware of the situation.
I am not home when the lady calls back, so she talks to my mom. She is quite polite, but tells my mom that the reason they would like us to take the seat back to the store is so that experienced people can look at the seat to deturmine if it is defective. My mom tells her that she understands why this would be the case with the average parent, but that we are not average parents. Mom explains that she has been a tech for close to 5 years, and her daughter (me) has been a tech for 9. She also lets the lady know that I contracted with Evenflo for a couple of years inspecting and repairing seats that had been recalled. ( I did, but I never would have thought to mention it. MY MOM IS SO SMART!) The lady said OH, I guess you guys really do have a defective seat, I'll sent you a new seat, and a call tag for the old one by the end of the day.
Yeah for my mom!!!!!
Kimberly