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Faulty product from day 1 - will AMEX help?

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aster
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Faulty product from day 1 - will AMEX help?

Postby aster » Mon, 18 Apr 2011 9:52 am

In Feb I bought a stroller and as I was buying from what seemed a reputable seller (Mothercare) I didn't think much of the Dec 2009 manufacturing date on the box for something that I even had to wait for.

Turns out the manufacturer has long changed (beginning of 2010) a dangerous front wheel design due to numerous complaints and recalls.

Anyway, a month later, after a few dangerous incidents with this wheel, I decided to visit Mothercare to get this sorted. After waiting almost a month (!!!), I was asked to come in for a change of the front wheel. Now things are even worse, because the new wheel isn't a perfect fit (the manufacturer also changed the nose design where the front wheel connects) and from time to time it just... falls off! Happened at an intersection, happened in the MRT. Lift the front up and you never know...

I'm getting tired of Mothercare wasting my time like this, and after two months I have still not had a fully-working, fully-safe stroller for a single day. If I call AMEX will they be able to sort this out and get the payment back?

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ecureilx
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Re: Faulty product from day 1 - will AMEX help?

Postby ecureilx » Mon, 18 Apr 2011 10:27 am

aster wrote:I'm getting tired of Mothercare wasting my time like this, and after two months I have still not had a fully-working, fully-safe stroller for a single day. If I call AMEX will they be able to sort this out and get the payment back?


Amex ?? good luck :D:D

(ex Amex card holder .. )

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Postby Expat_guy » Mon, 18 Apr 2011 2:38 pm

Where and why does Amex come into picture here? You have done a cash-less transaction and used a credit card to pay the money. To buy was your decision and you have to deal with it.

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Postby revhappy » Mon, 18 Apr 2011 2:44 pm

Expat_guy wrote:Where and why does Amex come into picture here? You have done a cash-less transaction and used a credit card to pay the money. To buy was your decision and you have to deal with it.


+1 to that. Have you bought the stroller on installments billed to your CC? If not I can't imagine what made you think that CC company would want to get involved. Its not like, somebody used your credit card fraudulently, to do the purchase :???:

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sundaymorningstaple
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Postby sundaymorningstaple » Mon, 18 Apr 2011 3:07 pm

https://www212.americanexpress.com/dsml ... RD&page=CM

See Purchase Protection about half way down the page......

I would guess you only have days left to decide! Get humping! or go through the Small Claims Tribunal.

sms

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aster
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Postby aster » Mon, 18 Apr 2011 8:28 pm

Thanks SMS, just what I needed! :)

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sundaymorningstaple
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Postby sundaymorningstaple » Mon, 18 Apr 2011 10:03 pm

Let us know how you go. [-o<

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Postby ksl » Tue, 19 Apr 2011 12:50 am

aster wrote:Thanks SMS, just what I needed! :)
Firstly i would talk to the manager expressing your frustration and as a consumer critic, it wouldn't go down very well in Singapore if you was to do an online article. Give them a week either to replace the defect product, or your money back. Or you will go online, with YouTube and other blogging website, and you can almost guarantee it will cost them more than a new stroller. Showing your determination for an early solution is important for all consumers. Then you can praise the company for good customer service. If slow contact head office with your consumer critic report, ready to go to press.

If that fails CASE before Small claims, as they like to see that you follow protocol and fairness. Stick to you guns, that you want a new product or money back and you will win, no half way haggling. It's their design or manufacturing fault.

SMS link is also ideal for testing the system! Good Luck

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Brah
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Postby Brah » Thu, 21 Apr 2011 8:49 pm

I remember Amex having a full return / reimburse policy, which I actually had to use once for something defective or lost or stolen, can't remember. Full refund.

That was in the States. It may be only for Gold card an up, not sure.


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