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April 10, 2019 - We share a message from our President Robert McCutcheon
To Our BOB/Britax Community:
As you might have seen last week, there were some reports in the news about our recent settlement with the Consumer Product Safety Commission regarding BOB jogging strollers which were made before September 2015.
These strollers have a convenient quick-release feature. When used properly, the quick-release feature is safe and doesn’t require a recall. It’s a part that’s been used on bicycles for decades. It allows you to quickly remove the front wheel, making it easy to fold up for storage or transport. But, some stroller users were unfamiliar with, or had trouble with, this feature, leading to some reports of injuries.
It’s never a good day when we hear about an incident regarding any of our products. Like you, we’re mothers, fathers, aunts, uncles, grandparents – and customers. We don’t make any products that we don’t use ourselves.
It is important to us that you all feel every bit as safe with our products as we do. Because our most important interest is our customer’s safety. After all, we made our name making child car seats, a product that only exists for the sole purpose of safety.
Every day when we come to work, we’re greeted by the “Wall of Thanks,” a display of testimonials and heartfelt letters from customers telling how one of our products helped protect their child, saving their life. It’s a powerful, humbling reminder that what we do here, every day, truly matters.
Over the past few days, you – our customers and friends – have been asking for more information directly from us. We want you to know that our company hears you.
Here’s what we’re going to do:
First, we want you to know that, if you own a BOB stroller made before September 2015 and want a new axle for the front wheel without the quick-release feature, we will send one to you absolutely free of charge. This is something we have been providing to customers and we will continue to do so. Of course, without the quick-release, your stroller’s front wheel will be fixed in place. This is less convenient, but it may provide you with extra peace of mind.
Second, we’re going to work harder to help customers who have concerns about their ability to safely and correctly use the quick-release feature. We’re going to extend and expand our ongoing BOB Information Campaign to make it even easier and simpler to find the information you need.
In the coming weeks, you’ll see an updated campaign website and even more educational content on our social media pages. We are also going to do even more to effectively reach our customers where they are by partnering with popular online parenting communities. And to make our team even more accessible, we’ll be offering live educational chats with our customer support group.
At Britax, we have an 80-year heritage of safety. It’s in our DNA. We know that our products enter your homes to carry the most precious of cargo. We are humbled and honored by this responsibility and we never take your trust for granted.
If have any questions, please don’t hesitate to reach out to us at 1-888-427-4829. We’re here.
Robert M. McCutcheon
Britax Child Safety, Inc.