Important safety initiative for CARRY HANDLES Bugaboo Cameleon and Bugaboo Donkey
In response to customer reports, we are proactively reaching out to provide a new and improved carry handle for the Bugaboo Cameleon and Bugaboo Donkey. This Bugaboo safety initiative will ensure customers can use our products to their utmost satisfaction.
We have learned from customer reports that under certain conditions, the white button on the carry handle may pop out when the Bugaboo Cameleon or Bugaboo Donkey bassinet/pram body is resting on the ground or is placed on an unstable surface. If the white button pops out, the carry handle may detach on one side.
An external investigation of these reports confirms that the safety risk is low, and no injuries have been reported. While the Bugaboo Cameleon and the Bugaboo Donkey continue to comply with all external regulatory and safety standards, we have improved the carry handle design. We are making this improved carry handle available, along with information about assembly and use, at no cost to customers with a Bugaboo Cameleon or a Bugaboo Donkey.
The Bugaboo Cameleon carry handle is available now. We expect delivery to be 2 weeks from the moment of registration, subject to stock availability. The new carry handle for the Bugaboo Donkey will become available from the beginning of February 2013 onwards. Bugaboo will follow up with Bugaboo Donkey owners when the new handle will become available. Until customers receive the new and improved carry handle, they should remove their current carry handle from the stroller. Bugaboo advises our customers to use the stroller's harness at all times when going out and about with your child and to make sure the straps are properly secured.
The Bugaboo Cameleon³ is equipped with a different carry handle. Please find more information about the Bugaboo Cameleon³ carry handle on our dedicated web page.
You can watch an information video about the Bugaboo carry handle safety initiative here
To determine if your stroller is affected, customers enter the stroller's serial number here. In addition, customers can contact Bugaboo customer service as follows:
The safety and wellbeing of our customers and their children is paramount to Bugaboo, as is our customers' satisfaction in using our products. We are sorry for any inconvenience caused by this situation.
| How and when will Bugaboo notify affected customers? |
Bugaboo will proactively reach out to all affected customers who previously registered their Bugaboo Cameleon or Bugaboo Donkey strollers with us. Please check if your stroller is affected and, if necessary, register for a new carry handle here. In addition, customers can contact Bugaboo customer service.
The new carry handle is available at no cost and will be sent directly to the customer, along with all information necessary for assembly and use. If you have additional questions you can always contact us by phone or email.
| If I don't hear from Bugaboo, can I assume my stroller is not affected? |
Bugaboo has reached out to all affected customers who previously registered their Bugaboo Cameleon or Bugaboo Donkey strollers with us. It is possible that we don't have your contact information, and that's why we are trying to inform as many customers as possible, via media, social media and our partners in retail. So, please check if your stroller is affected and, if necessary, register for a new carry handle here. In addition, customers can contact Bugaboo customer service.
| Why is the new carry handle not immediately available for the Bugaboo Donkey? |
Although the carry handles for the Bugaboo Cameleon and Bugaboo Donkey are similar, they are not the same. The new carry handle for the Bugaboo Donkey will become available from the beginning of February 2013 onwards. Bugaboo will follow up with Bugaboo Donkey owners when the new handle will become available.
| What should customers do until the new carry handle arrives? |
Consumers who have an affected stroller should remove the carry handle from the stroller, and contact Bugaboo to order a free replacement carry handle. Bugaboo advises our customers to use the stroller's harness at all times when going out and about with your child and to make sure the straps are properly secured.
| Is there a safety risk with the current carry handle? |
External investigation confirms that the safety risk is low, and we have not received any injury reports.
| Are my Bugaboo Cameleon and Bugaboo Donkey safe? |
Yes. As a precaution, please remove the carry handle from the stroller before using the Bugaboo Cameleon or Bugaboo Donkey. The Bugaboo Cameleon and Bugaboo Donkey remain safe to use and compliant with all regulatory quality and safety requirements.
We launched this quality initiative to address service calls from customers who experienced the white buttons failing. This new and improved carry handle has been extensively tested and validated.
All Bugaboo products undergo stringent testing on a regular basis. For the Bugaboo Cameleon and the Bugaboo Donkey, the most recent safety tests were performed in 2012 by Bugaboo, as well as by accredited institutions such as Intertek (a worldwide independent group of testing laboratories (www.intertek.com), which validates the products for North America and Australia/New Zealand, and TüV Product Service GmbH, which validates the products for Europe and awards both the Bugaboo Cameleon and the Bugaboo Donkey the GS Safety test mark.
| Which Bugaboo strollers does this safety initiative affect? |
| Where is the serial number located? |
Please see the graphics (below) for the location of your stroller's serial number.
Bugaboo Donkey - Serial Number
Bugaboo Cameleon - Serial Number
| What if I can't locate the serial number? |
If you have any questions, please contact Bugaboo customer service.
| How can I tell if the new carry handle has been installed? |
See below for visuals of the two different (the first is old, the most below is new) carry handles, and watch the instruction film here.
Bugaboo Cameleon - carry handle
| Why is this happening? |
Bugaboo received customer service reports about the white button popping out in some specific instances and immediately launched an investigation. In addition to conducting an external investigation that confirmed that the safety risk is low, the company began researching and testing new ways to improve the carry handle. We improved the design of the carry handle inserting the button from the back, so that it could never pop out through the front.
This carry handle safety initiative will ensure customers can use our products to their utmost satisfaction.
| Should I register my Bugaboo products? |
At Bugaboo, product registration is an important link in our quality process. By providing us with your contact details, we can easily get in touch should your stroller need extra service. You can register here.
| Where can I go for more information about this issue? |
In addition to the information on our website, you can contact Bugaboo customer service.