Kid Comfort safety notice
Dear deuter customers,
We would like to inform you that we have identified a quality issue with the plastic hinges on a few child carriers. In recent weeks, we have been notified about a small number (0.215% - as of 15.02.2024) of Kid Comfort child carriers that have a broken stand hinge.
According to customer feedback, and based on checks we have carried out, we have unfortunately discovered that the hinge of the stand can break when it is first opened. When this happens, a loud, unusual cracking sound is heard. It is important to know that the child carrier is still stable if this happens! If the hinge does not break the first time it is opened, it can continue to be used without any concerns.
This is what an intact hinge looks like |
This is what a broken hinge looks like |
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Child carriers which were purchased from February 2022 onwards are potentially affected by this quality defect.
To find out whether your Kid Comfort is affected, please check the production label. This is located in the bottom compartment of all Kid Comfort models - either laminated or as a woven label. You will recognize the production date from the last 4 digits in the box on the right of the production label:
This safety notice only applies to child carriers manufactured between January 2022 (0122) and September 2023 (0923).
For a list of all affected items..
Because safety is our top priority, we ask you to carry out the following:
1. Please check the plastic hinge of your child carrier immediately. Pay particular attention for any cracks, breakage or signs of wear. You can find instructions on how to check your Kid Comfort here, in PDF format. The problem usually occurs when the child carrier is used for the first time. If the hinge is intact, you can continue to use the child carrier without any concerns. However, to be on the safe side, please check your product before each use.
2. If you notice any signs of a defective plastic hinge, stop using the child carrier and please contact our customer service department immediately. For a quick and efficient process, please send us a picture of the broken hinge (simply upload it to the contact form).
3. Please stop using the child carrier if you have any doubts about the functionality and stability of the plastic hinges.
For more information or questions on replacing the child carrier please contact our customer service team.
Your safety and that of your child are extremely important to us. Thank you for your trust and cooperation.
FAQ
The plastic hinge can potentially break when the stand is opened/extended for the first time. If you hear a loud cracking sound when opening the stand, this may indicate that a hinge has broken. Cracks or fractures may be visible on the plastic hinge. If the hinge does not break the first time it is opened out, you can continue to use the child carrier without any concerns.
Some child carriers produced in the period from January 2022 to September 2023 occasionally have a quality defect regarding the hinge on the stand.
To find out whether your Kid Comfort is affected, please check the production label. This is located in the bottom compartment of all Kid Comfort models. You will recognize the production date from the last four digits in the box on the right of the production label:
This safety notice only applies to child carriers produced between January 2022 (0122) and September 2023 (0923).
There is no direct danger to you or your child. However, we cannot rule out any unforeseen complications or scenarios from having a defective child carrier. It is therefore very important that we offer the best possible information so you can act quickly in the event of a quality defect. We are not aware of any accidents to date.
If you have purchased a Kid Comfort from a retailer, please contact your retailer. You can find our retailers here. Your Kid Comfort can be checked in-store, evaluated and replaced immediately in the event of a quality defect. Of course, you can also contact our online customer service team.
If you purchased the child carrier online, please contact our online service team directly.
If you contact us online, we will first need a picture of the defective plastic hinge on your Kid Comfort. If your child carrier has a defective hinge, our service team will help you as quickly as possible with either a replacement carrier or a credit note.
If you contact your retailer directly, the damaged child carrier will be inspected and if appropriate, you will be given or sent a new child carrier.
The shipping costs will of course be covered by deuter.
If the product is in mint condition, the frame will be replaced before it goes back on sale.
If the child carrier shows signs of heavy use, it will be thoroughly inspected and, if necessary, disposed of.