peg perego primo viaggio SIP infant car seat

Peg Perego USA, 3625 Independence Drive, Fort Wayne, Indiana 46808

I have a Peg Perego Primo Viaggio SIP infant car seat that is under one year old. I recently removed the cover as instructed in the user’s manual in order to clean it and discovered that the Styrofoam underneath it was broken into three different pieces. Upon calling this company I was helped by two very unfriendly customer service representatives. One of those individuals told me that the car seat was under warranty for up to one year. When I explained what happened the customer service representative stated, “well mam, the best that you can do is purchase another car seat.” We just paid $260 for this car seat that is supposed to be a “high-end” item. I stated again, “so you are saying that your company can do nothing about this Styrofoam being in pieces except for telling me that I need to buy a new carseat.” To this she said, “yes.” I stated again, “there is nothing that your company can do about my broken car seat that is now unusable for my infant, except to say that I need to purchase a whole new seat.” She said, “Yes, Mam.”

I hung up, frustrated and took a breather. I decided to call back a few minutes later. This time I talked to a male individual, stated the same thing, and he said they, in fact, could replace the item but that it would be on my expense because their warranty is only for 6 months. I told him that I just got off the phone with an individual who told me that the seat was under warranty for one year. He proceeded to tell me that I needed to read my owner’s manual and get my information correct. We proceeded to banter back and forth, in the meantime, I read every page of the manual, and there is NO information about warranty time in the owner’s manual. He kept stating to me that I needed to look better and that I needed to search for my product registration card. I repeatedly told him that I had sent my registration card back to the company as any responsible parent would, so I could only continue to look in the manual, which contained no information about warranty periods. At one point he even stated, “the fact that that piece of the seat is broken poses no safety problem for your child.” I can’t accept that a car seat that has Styrofoam in thee pieces and will no longer attach to the seat is not a safety danger to my baby. Finally, after much argument, I went to their website which did state that the car seat is under warranty for only 6 months. The customer service rep told me that he would be happy to replace the part that was broken on my seat for half the price (because of the problems I was experiencing). After stating to him that I thought he should do it for free because I was given incorrect information by his company, he hung up on me.

Luckily I had asked him to log my call. So I called back, got a female representative, told her I was just hung up on, and asked her to look up my call. I told her, because I am a reasonable person, I would be happy to take the 50% off deal, but that I was very frustrated with the service that I had received. She went ahead and put the order through. Just so I could make it a correct record, I asked her to read to me the record of my call and to ensure that I had been told incorrect information and that I had been hung up on. I asked her to read me the report word for word and she said she needed to put me on hold. She had me on hold for fifteen minutes before stating that the supervisor of the previous representative would be sent all the information and that the rest of the situation was “out of [her] hands.” I hung up, feeling frustrated, defeated, and disappointed that I just spent more money on this outrageously priced infant car seat to a company that refuses to provide reasonable customer service.

For a company that seems so “high-end,” and touts “high-quality,” I have decided to not work with them again and continue to work with the good old standbys like Graco (they have a full year warranty on their car seats).

--

No virus found in this outgoing message.

Checked by AVG Free Edition.

Version: 7.5.446 / Virus Database: 268.18.22/739 - Release Date: 3/29/2007 1:36 PM