Since writing this, the same issue has appeared on the BBC News website (Maclaren will probe buggy claims), and yes, indeed, Maclaren are avoiding the issue in markets other than the USA. Yes, as the article rightly notes, parents need to take extra care, and yes, I’m sure it’s not a problem related to just Maclaren products, but that also denies two separate points. First, as the US recall shows, the chance of hurting children’s fingers can clearly be reduced by a simple modification to the buggy or Maclaren wouldn’t be doing it. Secondly, no matter how much any company says it is due to careless parents (not in so many words, but this is what Maclaren and Nomura Trading’s statements suggest), a more concerned and sincere attitude would be more appropriate. More on the BBC including video here.
I already wrote about my experience with Nomura Trading and its pathetic attitude towards supporting customers of Maclaren baby car products in Japan even when it is the official agent. I’ve since heard a number of similarly damning stories from other people dealing with – or attempting to deal with – this company.
Just the other day, the US forced Maclaren to recall 1,000,000 buggies (basically every Maclaren buggy of any model sold in the past 10 years) as the hinges have been responsible for amputating kids’ fingers. The New York Times also followed up noting how badly the recall was handled by Maclaren – which is doubly unforgivable for a company dealing in baby related merchandise. It should be said though, a careful parent should never low such an accident to happen. Most buggies of any manufacture have a folding function, and it is common sense to take extra care when folding or unfolding the buggy not to get a small child caught in it. Some Maclaren models are particularly large and bulky, and it might be possible to trap the kid inside if it’s not properly extended and locked open – we’ve almost made that mistake once with our XT. But, even then, it’s hard to imagine a situation where a buggy needs to be folded so quickly and carelessly that it actually leads to a major injury.
Equally, if the chance of such an injury can be reduced, it should be and here Maclaren (and its agents) have a clear responsibility.
According to various news reports, apparently there has been a recall of 170,000 buggies in Malaysia too, but Maclaren is said to be considering a more widespread recall internationally – which means, of course, it is looking for ways to avoid the problem anywhere it can get away with it. Amazingly, but completely in keeping with my own experience, Nomura Trading has implied that “as there is a sticker on all buggies and it is noted in the manual” saying kids should avoid trapping their fingers, so this is a non-issue in Japan – “We told you not to do it so we’re not responsible”!
Of course, if Maclaren decides to recall in Japan, Nomura Trading will be required to handle the issue. Similarly, the Japanese government are pretty keen to follow-up recalls where it involves a product not made by a Japanese company and where there is already a precedent set by another country elsewhere. A recall in Japan is therefore quite likely at some point.
But what will Nomura Trading do then? As I said before, strolling around Tokyo, it would seem that the Maclaren brand probably has as much as 50% of the market here. But, given Nomura’s high prices and high handed approach to not supporting purchases from other channels, a large proportion of these buggies are probably parallel imports or simply have reached Japan through other channels including personal imports. We have two buggies, both bought in Japan. Will Nomura simply refuse to deal with these customers? Will it insist it has to earn its extra piece of profit and charge such customers for the recall service? Of course, any reputable, ethical company, especially when dealing with the safety of children, shouldn’t even consider such issues and, as the ‘official’ brand agent and one that has clearly profited massively thanks to the brand, the purchase route should be irrelevant as it has a moral responsibility. I certainly hope that will be the case, but we’ll have to wait and see.
I still think Maclaren do a pretty good job in terms of their products – although any dangerous design problem of course needs to be fixed.
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Japan, marketing, customer service, Baby buggy, baby car, Maclaren
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