Readers may remember that we have beaten up Chicco for their customer service (or lack thereof) over the years. Good news: things seem to be getting better, according to our reader email. An example: Melissa S of San Diego writes today:

Hi, Denise and Alan,

I purchased your Baby Bargains book (6th edition) about a year and a half ago.  I used it to purchase just about everything we’ve bought for our now 14 month old son.  I love the book and have told just about every expecting mother I run into about it as a great resource.  In my edition of the book, in the stroller section, Chicco received an overall B+ and not a great write up about their customer service.  I would like to share my story with you so that you may use the information to reevaluate Chicco’s customer service.

About a month and a half before my son was born, I purchased the Chicco travel system (Cortina stroller plus KeyFit infant car seat).  Based on your evaluation of other Chicco strollers (the travel system wasn’t out yet by the time you’d published) and after comparing it with other travel systems in the store, I felt it would be the best quality for the price.  I had been very happy with it until the collapsing mechanism broke.  When you collapse the stroller, you have to pull a handle up and one of the wires broke that connects the handle to the locking pieces on the frame.  It was still collapsable, but with much difficulty and acrobatics. 

This was bad news as I was just about to embark on a two week vacation and would need the stroller in the airport.  I had owned the stroller for 16 months and so the normal year long warranty was over.  I wrote to Chicco telling them of the specifics with the stroller breaking and asked them for a new one, but didn’t have high hopes that they would honor my request.  However, within less than a week, I had an e-mail back from customer service telling me they would send me a new stroller.  All I had to do was send pictures, if possible, of the broken stroller and my address and phone number.  I received the new stroller in the mail the day after getting back from my vacation.  (Yes, the story would’ve been better had they overnighted it to me before I left, but hey…) 

Needless to say, I was very happy with Chicco’s customer service and willingness to stand behind their product. 

Please feel free to share this with other baby bargain hunters!