Complain about a product or service

InStep Jogging Stroller

Deborah of Largo FL (1/25/05):
I purchased an InStep jogging stroller in September of 2003 during the last trimester of my pregnancy with our son. We were initially very happy with the stroller, however, a year later I am extremely concerned about putting my son in the stroller. The folding arm of the stroller that divides the unit when collapsing for storage has collapsed with my son in the stroller. In addition, much of the time it is impossible to lock in place one side of the stroller for the very same reason.

This stroller has only had one year of use and I expected it to last for much longer. The stroller was purchased at Burlington Coat Factory, and of course, I no longer have a receipt. So the store asked that I contact the manufacturer. I wanted to bring this defect to your attention in hope that no child is injured should this be a wide spread problem.

Secondly, are your products guaranteed for this type of failure? Can we have the unit repaired or replaced?

The company responded:

The warranty on our strollers is one year from date of purchase against manufacturing defect. What is the model number of your stroller? Also, do you have the capability of e-mailing some photos of the affected area?

A bit later ...

Hi Deborah, The stroller is out of the one-year warranty period. The front wheel falling off is probably from not checking the quick release to make sure it is tight. The quality team felt that the frame looked as if it had been damaged somehow. Did something accidentally happen to it?"

The stroller I have written repeatedly to you about has not been "accidentally" damaged. We have had a problem with the stroller locking almost from the beginning. The stroller may have been "accidentally" damaged during manufacturing or perhaps shipping. However, I have a stroller that isn't safe for my son and is only slightly over a year old. Perhaps your advertising should read..."will self-destruct immediately following the warranty expiration". I have kept all 33 emails that have transpired since 01/04/05 when I initially approached your company with this problem.

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