I have used my bugaboo since march 2006 with no problems, first with my son, now 3 and a half and now with my 18 month old daughter. The other day I tried to lift it up the doorstep and the handle clicked and sprung up on the right hand side. Now it will not release to fold. I can't believe Bugaboo (which I have recommended to every expectant mum!) has such a poor customer care policy. When I had a problem with my son's Maxi cosi car seat the company arranged cheap shipping through mothercare and a reasonable fixed cost for repair and servicing. I have so much bugaboo stuff, wheely-board, two sets of covers, two footmuffs, parasol, uv screen, breezy hood cup holder, car seat and adapters, this lot cost me a fortune..... I was hoping to use this pram for my next child (still in the planning stage) gutted if I have to buy a new chassis.

Strangely relieved to discover this thread and know it is not just us who have had problems with our (previously) much-loved Bugaboo....

Also wanted to warn others that if their Cameleon chassis starts playing up they should get it fixed ASAP or use an alternative.

Our September 2006 chassis recently stopped folding, started clicking and felt loose on the right hand side and then literally collapsed on me two weeks ago. I was crossing a road and trying to get up a (small) pavement when the handle went "floppy" and dropped right down to the ground and the Cameleon almost tipped over. My 4 month old baby was in the bassinet and my 2 year old was on the buggy board. It was pure luck that I had the apron zipped up so the baby didn't fall out into the road and my 2 year old was ok (just grazed knees and shock). I was shaken and very upset by the incident because it could have been so much more serious. Please be warned!

Now I'm calmer I'm going to get in touch with Bugaboo and tell them what happened. I hope this may just be a design flaw with the older Cameleon chassis' that they've addressed in the newer 2008/09 models. Also hope Bugaboo will deal with this seriously given the numbers of parents out there with older, 2006 models like ours (tho given others' experience of customer services I'm not holding my breath!). Will post an update if/when I have any news.

I didn't get very far with customer service, they were very polite but stated they didn'tmake spare parts or repair theier products, if it's out of warranty - buy a new one! (Not very green of them...carbon footprint etc..)
The shop I bought it from had a go at fixing it, and all looked good until I got it home and tried to open it, fail! So back it went and I am currently borrowing a chassis from them. I can't belive Bugaboo don't have a spare or repair service, the parts are made for their chassis so why can't they offer this? It is so wasteful/expensive to bin it and buy a new one.

Keep trying with customer service. We had to speak to them on the phone several times before they agreed to replace ours. We also had to make a short video showing our problem.

Our chassis hasn't arrived yet, hopefully sometime this week. Will keep you posted on/if it arrives.

Just keep trying tho. I get the feeling that they know this is an issue with the older ones and are trying to sort it out? I think with all the bad press lately with the bee and it's brake...

Good luck!

An update as promised.

I've been in touch with Bugaboo Customer Service in the UK and spoken to them three times now as well as emailed with details of what happened.

The good news is that they are taking it seriously and will arrange for my defunct chassis to be collected so that they can investigate what has gone wrong. The bad news is that process of investigation will apparently take some time. However, I will continue to chase their Research and Development Team and post again when they let me know what the problem is: ie whether it is my individual chassis or (as I suspect) a more widespread problem with the 2006 Cameleon chassis model. Watch this space....

I'm also pleased that they've promised to replace my chassis free of charge (it is 8 months out of the warranty period). Like Plexus I am waiting for it to arrive so fingers crossed all goes smoothly on that front. Seems Bugaboo will do the right thing for their customers - if you persevere!

Hurray - our replacement chassis arrived as promised this morning (we can finally use our Bugaboo again!). The broken one is to be picked up on Monday and sent to the Research and Development Department in the Netherlands. Apparently they will do a "report" and Bugaboo have agreed to keep in touch with us to update on progress and let us know what the outcome is. Will post again when we have that as I know we are not the only owners of a 2006 Bugaboo who've found themselves with a defunct chassis .....Hmmm.

In the meantime if anyone is in a similar position (broken chassis, out of warranty period) I strongly recommend that they get in touch with Bugaboo UK customer services (0800 587 8265) and keep ringing until they get a satisfactory response. We've been pleasantly surprised by how responsive and helpful they've been and it has gone a long way towards restoring our faith in Bugaboo

So happy

Our chassis arrived and the old one has already been sent back. I can't tell you how relieved I am!

Like snapfish I think it's just keep at them and they will come thru.

I am quite curious to what they say, snapfish, cause it really does seem to be an issue with the 2006 model, who knows?!?

Good luck everyone!




ps- anyone want to buy a used bugaboo.......haha joke

Hi
I was very relieved to find this post. I too am a fellow annoyed Bugaboo user, having purchased my Cameleon just a little over two years ago I would have expected it to last a lot longer. About two weeks ago it just stopped folding and the right hand mechanism is now completely ineffective renderring the handle extremely floppy (and dangerous).

Got on the phone this morning to Bugaboo "customer service" who informed me I would have to purchase a new chassis and foot the entire bill. They obviously have a stock-standard response to read through as he repeated on numerous occasions that 1. they do not do repairs and 2. that it was out of its warranty.

I wish I had taken the advice of friends of mine who purchased the iCandy at half the price. They are now having a good laugh at me, saying "teach you for buying 'cheap' goods."

Bugaboo customer service has angered me greatly; you would think with a product classified as the Mercedes of buggies their customer service would be incredible.

Can anyone help as to what I can do?

We bought a Bugaboo in 2006 with the same fault - the chassis stopped folding recently and we have been asking Bugaboo to replace it out of warranty. Their customer service is awful and they have told us to pay £200 to replace the chassis. I have threatened to report them to Watchdog and Which but they don't seem bothered. This is terrible service for a £700 pram with a known fault. I would urge anyone considering a new pram not to buy a Bugaboo - the folding mechanism on the chassis is rubbish anyway ours has never worked properly!

They don't even have a UK office so I can't sue them. They don't have a service centre and our supplier (The Baby, Wilmslow) has gone bust!

Bugaboo response.......

"We already replied to this issue saying that we cannot replace the chassis under warranty. I am sorry but it is the policy.

If you want to write, please send a letter to the Nederlands HQ office, which address is below:

bugaboo international bv

paasheuvelweg 9 a-b
1105 be amsterdam

Regards.

thomas ausseray, service coordinator

bugaboo international bv

paasheuvelweg 9 a-b
1105 be amsterdam
po box 1299
1000bg amsterdam

t. +44 (0)2073855338
f. +44 (0)2073855888"

This is really worrying - you all seem to have problems with the right hand side of the chassis bought in 2006. I am shocked Bugaboo are not trying to sort these issues out as soon as they arise. I was about to buy a Bugaboo but will wait now and see what happens with your issues. I am six months pregnant and in a big NCT group - we are all looking at which prams to buy at the moment so I will let my new friends know about these issues too.
You would hope Bugaboo will see there is possibly a link since they are all 2006 chassis! I would expect more from Customer Services when buying an expensive pram.