Sola problems already - experience with M&P customer service??

[YinzerMama]

My Sola is having issues after 4 times out. The front left wheel no longer touches the ground and spins crazily like a bad shopping cart. Tried switching wheels and it is the frame not the wheel. Googling seems this is pretty common and M&P does not really stand behind their products - they are of the YOU pay to ship it back and we will fix it camp. Any experiences? It's SO new it makes more sense to return than deal with customer service but I don't want to exchange if this is a common issue and the company doesn't care.

 

[joolsplus3]

Oh that's a bummer, it's such a nice looking stroller
My BRU has only sold one floor model so far, and it hasn't been returned, but that's my only experience with it (if you bought it from bru, return it and buy the protection plan, it's cheaper than mailing a stroller and you can get something else if the next one goes wonky within 15 months).

 

[YinzerMama]

You shouldn't have to buy a protection plan for a stroller this expensive though you know? They claim one year warranty on the frame but from what I read they give people the runaround. I have had a LOT of strollers, some pricey, some cheap, and I have never had one go bad - so it's disconcerting to see as much as these cost that this is common and CS doesn't care. It's kind of the principal of the matter, whether I can get it replace through BRU or not, it's not a company I care to support. I may try one more and return if wonky.

ETA I have had it to the mall twice, a local flower conservatory once (indoors, smooth), and the playground once. So it's not like I am off roading with this baby.

 

[jubgulia]

We got an Urbo in a giveaway and there was a problem with the fold button. They sent out a brand new frame all the way from the UK. This was right when they came to the US market.

 

[livilou]

That doesn't look like a cheap stroller. I hope you can get something figured out. I've never had to deal with a problem with a stroller but I personally would contact the store first and see if you can do a simple return there. If not, I'd call the manufacturer and tell them what you want. Don't let them tell you what they want - you tell them that YOU paid $x for the stroller and you are very unimpressed with it and you will not be satisfied until they either give you a replacement or a refund and that you won't be paying a penny for it as you shouldn't have to. that's what I'd do, but I'm mean.

 

[YinzerMama]

Jubgulia did they make you mail the old one back or anything?

 

[mom2kandm]

I agree you shouldn't have to mail it back to them at your expense. A couple of years ago, i bought chicco stroller. A piece broke making it unsafe. I contacted them. They sent me a brand new one and told me to destroy the old one.

 

[jubgulia]

Nope, didn't have me send the old frame back.