Need help dealing with Dorel

Brigala

Well-known member
I really need advice.

Some of you are aware that I called Dorel and complained about the harness covers on my Complete Air SE cutting into my daughter's neck. Dorel graciously agreed to replace my CA with a newer one that doesn't have harness covers. Awesome.

Here's the deal. The seat I sent back to them had a DOM of 5/11. The seat they sent back to me was an identical seat, harness covers and all, with a DOM of 01/11.

So I emailed them and they said they were sending me a "similar" seat with no harness covers.

It arrived today. It's a CA 65 (not SE or LX), plain grey in color. The good part is that the DOM is 11/29/11. So it's almost still warm from the factory.

I haven't sent back the January '11 SE yet; it's still sitting in my garage.

As a side note, both the replacement CA 65 SE and the replacement CA measure an approximate 45° angle with the line level to the ground; the one I sent back measured 53°. So at least that's something.

I don't know what to do now. I would be fairly happy with the regular CA, except I really like the O2/SE cover pattern. In fact, as shallow as it may be, that's the whole reason I bought the damn seat.

The covers are not entirely interchangeable, or maybe I'd swap covers and send back the SE with the harness covers with the plain grey cover on it. :p

I need to call Dorel but I don't know what to say. At this point I'd probably rather just send both seats back and ask for a refund, but (a) I doubt they'll agree to that, and (b) I really don't think it's fair to ask. I thought they were generous to replace the seat. Refunding me for the seat would be more than I could reasonably expect I think.

Maybe I should just sell one of the brand new seats (at a huge loss, I'm sure). If I do that, which one should I keep and which one should I send back? The nicer model with the stupid strap covers, or the cheaper model without the strap covers? (They both have the same expiration; December of 2017 or something like that).

Basically, I can't use the one with the strap covers because it hurts my daughter. I don't WANT to use the one without the strap covers because I don't like the fabric. And I paid about $50 more to get the fabric that I wanted in the first place.

Maybe they'll let me send back the SE, keep the "plain" one, and refund me the difference in cost? Then I could sell the plain one and not be out quite as much money??
 

Judi

CPST/Firefighter
Dang! I would call again. Tell them that you really like the cover and would like the came model. Not the plain Jane one.
 

JerseyGirl'sMama

New member
What a mess! I'm not sure why they can't manage to get you the right seat. I'd call them again (sigh) and see what they say. If they say that they have done all they are going to do, then decide if you want to keep the newest DOM or sell it.
 

jnamommy

New member
I would call them again and just reiterate that they did not send the right seat as a replacement. You bought an SE, and you want an SE.
 

jessi f

New member
When Dorel replaced my CA they gave e-mailed me a list of cover options to choose from. You should definately insist on the same quality seat.
 

MommyShannon

New member
Have you tried your DD in a seat without the plastic cover things? I have a CA50 and it's great for my 21 month old but the regular straps rub DS's neck. He's 4 now but used it some at 3. I only used it very rarely for him so it wasn't a big deal, but you may have just as much trouble with the new one as the old. I've never seen these other covers but the straps in general are pretty close set it seems.
 

Brigala

Well-known member
I called... talked to a really nice CS rep. She decided I needed to talk to a product engineer again. So I'm awaiting a call back.

I do give them tons of credit for trying. Hopefully we can work something out that's reasonable for them and solves my problem. I wonder if they'd give me credit for their online store or something if they don't have the right seat available.
 

Brigala

Well-known member
Have you tried your DD in a seat without the plastic cover things? I have a CA50 and it's great for my 21 month old but the regular straps rub DS's neck. He's 4 now but used it some at 3. I only used it very rarely for him so it wasn't a big deal, but you may have just as much trouble with the new one as the old. I've never seen these other covers but the straps in general are pretty close set it seems.
I haven't, but when I talk to the engineer today I might suggest that he let me try the crappy seat for a while and see if it solves the problem (now that I finally have one without the covers!). But I wouldn't expect them to replace yet another used seat for me. So I won't be sitting my daughter in it unless they ask me to.
 

Brigala

Well-known member
Update:
Dorel never called back. I gave them an entire week (largely due to being busy myself) and called back today. This time the customer service rep got up from her desk and found a "product specialist" (who I needed to speak with) who could take my call right then and transferred me directly so I wouldn't be leaving voicemail again.

I asked her if the CA 65 SE was still being made, and she checked and said it was, but it was backordered. So that probably explains why they first tried to send me an old one from the back of the warehouse, and then tried to send me a substitute seat.

She said backorders usually fill in 3-12 weeks. I told her I was fine waiting 12 weeks if that's what it took to get the seat I want. She's sending me another return label and I'll ship both the seats I have in my possession back. DD is fine in her RA55 for the time being, and if I'm lucky maybe I'll get something with a January DOM which will be good for another whole year past the one I sent back for all my trouble. If I really hit the jackpot, maybe it will have the dual recline angle stickers on the side. But I'm not holding my breath on that one.

I did offer to take the seats down and donate them to Safe Kids, but she said they needed them back. Seems to me like by the time they ship seats back and forth and back and forth (especially the discontinued version, taped-up-box year-old SE they sent me the first time) they'd probably save money by donating the seats... I probably could have had a tax receipt mailed to them, even. But oh well.

Hopefully this time they'll get it right. It does seem like they're trying. I can't fault them for that.
 

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