Question What happened to my radian 65??

[apsupermom]

So update is..confusing!



two answers...one official, one unofficial...he told me officially he has to tell me not to use the seat but unofficially he believes there is nothing wrong with the seat and if it had been in a crash that strong there would be other signs of an accident like wear where the harness is in the back of the seat.

No idea what caused it, He doesn't think there is anyway it happened while it was folded. Thinking about that though, I don't think that actually makes any sense since the wings still stick out when it is folded. I probably shouldn't have mentioned I posted this here, he seemed pretty aggravated at me for doing that but you all had some very excellent points that I don't have the knowledge to back up myself.


So obviously I'm not going to use it if the company won't back up the safety of the seat. I'm not going to take his opinion if it doesn't mean enough to back it up as official, you know?

I'm bummed...The seat was only manufactured in July so I guess I just wasted $200 in September. Live and learn to always, always go over your seats with a fine tooth comb when you get them in the mail.

I guess my little guy will stay in the Como in my car and the new radian will go in my dhs car...

Thanks for all your help

ETA: I haven't been able to get in touch with the online store I bought the seat from either via email or by phone...it wasn't diapers.com but another online retailer. Forgot to add that to my update

 

[TechnoGranola]

Huh? So, he's not replacing it? Did he say he'd help you out with getting the store to replace it?

Do you already have the other Radian? or is it an new one coming? If it's a new one coming or still within a return period, I'd be thanking but no thanking Russ for his "help" and letting him know I'd be returning my 2nd Radian and never purchasing a SK product again.

I mean geez, I am getting a replacement seat from another company for my seat that is OUT of warranty but has a defective part on it (non-safety related) and Russ won't replace your IN WARRANTY seat due to both sides being bent in (potential safety issue)? Crazy!!!

 

[steph_s]

I can see where he would be upset with you posting something like this on the board, however he should be upset with the way he is handling the situation not with you posting a possible safety issue with one of their products on an open forum! I realize that a lot of sk's sales are due to boards like this and that the average person doesn't just pick a Radian to use unless they are having 3 across type issues and did a lot of research on seats as they are not in most retail stores and are not "main stream".

I am in SHOCK that he is "unofficially" saying it's safe, but can't give you a guarantee and is doing nothing to help you solve this problem with one of their products! I am in shock that they will replace other defective parts on their seats even when they are outside of warranty, but not help you solve this problem with a seat that is less than a year old!

Makes me want to chuck my 2 Radian's, not buy the 3rd radian I've been thinking about or the Monterey for later use with my son.

 

[BABYGIRLLYNDSEY]

What store did you buy it at?

 

[apsupermom]

Okay wow! I had no idea that everyone would have such strong feelings!

I'm uh...not aggressive and I don't really do confrontation very well so I really think that is the end of it. Such a strange answer...it perfectly safe in my opinion but that isn't officially from the company...so odd that he thinks I would be willing to read between the lines in regards to my child's safety in a potentially life threatening situation

I bought it from bunksandstuff.com

 

[macmomma]

Wow I am too surprised that he told you "unofficially" it should be fine and safe to use
I was considering purchasing 2 Radians when our income tax comes in for hubby's truck but now I am going to rethink that- I don't like that kind of costumer service.

I had to call several car seat companies before and always had a pleasant experience- not saying that Russ was not polite- but the answer he gave you would be a NO-NO to me.
Wonder if he would put his own child in that seat and drive around town and highways....

 

[TechnoGranola]

I would file a complain with the BBB about Sunshine Kids AND the store where you purchased (since they are not responding to your calls/emails).

Why have a manual at all if you can "unofficially" use the seat whatever way you want?

 

[solmama]

I agree with the others. While you don't like being aggressive, being assertive is totally different. Your seat is under warranty, and has a clear defect that was there at the time of purchase. Russ "offically" thinks that the seat should be replaced, but "unoffically" thinks it's fine. So, that means the seat should be replaced. He hands out replacement seats/parts like they're candy-another should not be a problem.

I'd "officially" be more than a little upset that someone is willing to make my child a crash test dummy.

Honestly, I would call him again. Ask to get his "official" opinion in writing. At this point, he should be willing to replace the seat (because having something in writing is detrimental to him and SK). If he will put his opinion in writing, enclose it in your complaint to the BBB.

 

[mom2juliarose]

See, I wouldn't even call Russ again. I'd speak to someone else.

 

[Jeanum]

While NHTSA may not be the most reliable of organizations in light of its apparent flip flopping and bumbling of late with regard to Toyota, in addition to complaining to the vendor, Sunshine Kids, and the BBB, you could also file a complaint with NHTSA at http://www-odi.nhtsa.dot.gov/ivoq/

 

[Kat_Momof3]

I'd be complaining about SKJP...

the seat was made in July... so not even a year old... they SAID matter of factly that it is not safe to use (I don't care what Russ thinks unnofficially... he's a nice guy a lot of the time, but really, he's not an engineer and even then, without some tests to back him up, I don't want to play russian carseat roulette with my kid, ya know?)... anyway... being that young, shouldn't it be covered under warrenty???

They replace harnesses for free just cause a kid puked... they can't replace a validly DAMAGED SEAT?? (not saying that I wouldn't appreciate the free new harness, but really... they don't have to do that... the parents can clean them or choose to replace the harness)

I mean, either way, this seat should be returned to the company to figure out how this happened... and I don't see how the store should have to be the middle man... I mean, if I have a problem with my washer that is that new, I don't call Sears, I call Maytag or Whirlpool (can't remember who made it right now), unless I have it in writing that the store should be my first call...

 

[TechnoGranola]

I'd be irked too that by not replacing this under warranty, Russ has essentially said that you misused or were negligent in the use of your, since that's the only reason a defect would NOT be covered under warranty:

This warranty does not include damage arising directly or indirectly from negligence, misuse or unapproved use by the retail customer which are not in accordance with instructions contained in the product instruction manual or Federal governmental safety guidelines for the use of such products.

and if he considers this to damage done by the store and NOT a defect, then he needs to deal with his retailers since they are not returning your calls or emails. Which leads me to believe they may be shady if they don't respond to customers.

 

[menfusse]

I've had issues with Russ twice over, and twice over I've had to ask to speak with someone else. My first experience was over out Monterey. I'd had it only a few months and the wings started opening up all the way, just on their own. I called to ask about this, and got Russ. He said it was fine. It wasn't a safety issue, but to tell him more because "he'd never heard of such a thing happening." I told him more and never heard another word. I called back and asked for someone besides Russ. That person told me that they couldn't be sure it wasn't a safety issue, and since it wasn't supposed to do that and was under warranty, they'd replace it and they did.

Second time around it was with our RN. A very common issue happened, in that my boot was damaged a bit on the feet during installation. I was selling the seat, and didn't find out until I took it out to get it ready to sell. Called and got Russ. It was not a safety issue and I should just continue to use it as is and again told me he had never heard of that happening. I knew that to be false, because I had found threads on here where others had asked about it and he had given them the same response.

Regardless of safety or not, it shouldn't have been doing that. So, I called back. Asked for someone other than Russ. Explained to them that I got a 3 months old Radian and installed per instructions and the boot was damaged. I was not even questioned and they immediately shipped me a new boot.

I say call back. Ask for somebody besides Russ. Tell them who you bought the seat from, that it's only been used a handful of times because it's a secondary seat. That you installed it according to instructions and used it according to instructions. You have found inexplicable damage and it's still under warranty. You are not comfortable using it as is, since you can't tell what the damage is from or how severe it could be beyond the plastic. See what somebody else says. Don't even tell them you've talked to Russ.

 

[apsupermom]

Yeah I would have liked it if they had offered to replace the seat but I didn't think that would happen...but yeah, I think you all are right that Russ must think I damaged it even though he never said so. I'm not going to call and harass them about it or anything. I'm not a big pot stir-er and just thinking about making a big stink is giving me a panic attack

But I'm not an expert...I didn't know about this seat until coming here and it is recommended so often here that I figured the company was a really good one. My experience seems to disprove this. The test dummy analogies made by another poster feels dead on to me...and that really isn't okay.

 

[kidnurse]

I understand what you are saying about conflict, I hate it too. Could your DH call and see if they will replace it? I wouldn't give up too easily on a seat as expensive as this.

 

[TechnoGranola]

I'm not going to call and harass them about it or anything. I'm not a big pot stir-er and just thinking about making a big stink is giving me a panic attack

You don't have to call them again if you don't want, but you *should* report this to NHTSA as recommended by an earlier poster and make a report to the BBB about warranty related issues.

While you're smart enough to stop using the seat after Russ advised you that you "unofficially" could use it, other people would take his bad advice and possibly end up with an injured kid. Someone official needs to know about this.

 

[strollerfreak]

I understand what you are saying about conflict, I hate it too. Could your DH call and see if they will replace it? I wouldn't give up too easily on a seat as expensive as this.

I don't like those type of conversations either...they get me all jittery and tounge-tied and it seems like 1 of 2 things happens, either I end up all spazzed out and angry and chew someone a new one, or bawling and blabbering like a moron. Neither way ends pretty and I feel like crap after both.

This could kind of be a two way street though too...I can see your point in not wanting to mess with it...at this point now you've dealt with craptastic customer service and it could be weighing on your confidence in the product at hand. But at the same time, if you do get a new one that isn't damaged and is installed & used properly it should be as safe as any other seat on the market that is installed & used properly.

:twocents:

 

[steph_s]

I can't see throwing away a $200+ seat (depending on the model) just so you don't have to "rock the boat". The company is negligent in not offering a replacement for a seat that is in warranty! If your $40k vehicle's engine died at 3k miles you would call the dealership and demand they fix it right? You wouldn't just throw away a $40k vehicle or suck it up and eat the cost of a new engine that will cost thousands of dollars. Well this is the same thing! This company is failing to replace a damaged product that is inside warranty and to top it off they are "unofficially" saying it's ok to put your child's life at risk!

:twocents:

 

[apsupermom]

I was under the impression that Russ is the last person...head of the company...is that wrong? Who else would I contact?

Thanks for all your encouragement! It is nice to know so many strangers support you!

 

[APmama2MAK]

I was under the impression that Russ is the last person...head of the company...is that wrong? Who else would I contact?

Thanks for all your encouragement! It is nice to know so many strangers support you!

No, AFAIK hes just a slightly higher up customer service agent. One that lurves the Radian, maybe a little too much lmao