I am the proud owner of a Silver Cross Pioneer. I fell in love with it as soon as a tested it out when I was pregnant, to me there was no other pram that compared to it and I knew I had to have it. Thank god for the bank of mum and dad!
I have had my pram now for about 18 months, I use it every single day and have done ever since my little man was born. As I don't drive I walk everywhere and my pram is a life saver, its the only set of wheels I will ever own so I defiantly need a sturdy and reliable set!
Recently the brake stopped working, every time I released the brake it kept locking the back wheels so they wouldn't turn and just jammed up making it impossible to push. I tweeted the Silver Cross team who promptly replied within the hour asking me to call the Customer Service number.
When I called the number I explained what had happened with the brake, I told them I had no proof of purchase as it was 18 months ago and said I was happy to pay to get it fixed. I was really surprised to hear that actually Silver Cross has a two year warranty and that I wouldn't have to pay a thing, amazing!
The lovely and helpful lady I spoke to on the phone took all of my details and said she would have the courier pick it up, that they would supply a box to put it in and help me pack it up. She explained that they would fix it the same day they received it and have it sent back out to me that day as well so that I would have it back within three days of leaving me.
When I received my pram back on the third day I was really surprised to see that not only had they fitted a new brake mechanism, but they had also replaced my two back wheels as they were looking worn, oiled the front ones wheels and given it a service! They even provided a full report detailing this. They have done an amazing job and throughly checked my pram inside and out.
I am amazed at how much Silver Cross have put themselves out to make sure my trusty Pioneer is in tip top condition and running smoothly. I feel like they have gone above and beyond and exceeded all of my expectations and I am so glad I decided on this pram.
This sort of customer service makes me want to stick with Silver Cross when it comes to getting a stroller, why stray to a different brand when you are super happy with your existing one?
V x
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