4/5/00

11/18/02

I get a lot of email from people who have discovered this website "too 
late".  Many talk about the horror stories they have encountered getting 
service, or returning equipment that was not as advertised.

Today I received an email urging me to make a special section warning 
people about purchasing mobility equipment over the internet.  A portion 
of the email says:

"...I did lots of research on the net, and found what I thought was 
the best price.  I got a real lesson, when my scooter needed repair, even 
being under warranty.  The dealer suddenly said there was a 30 day 
warranty, and you had to go back to the company, and the company said you 
needed to go back to the dealer, and then finding a service repair 
facility in my area was a nightmare.  I have learned a lot from 
experience, and just doing the research. That's why I liked your site. If 
I had to do it all over again, I probably would try to buy local..."

And "buy local" is what this site is all about.  How to find a dealer 
that services what s/he sells, how to spot dealers that don't care about 
service.

I am not against doing business on the internet, or buying from a 
catalog.  I purchase items all the time that way.  And if you are into 
doing your own repairs (many wheelchair users do- though they
probably wouldn't be hanging around this website for "beginners"), and 
you know exactly what you want, then "internet away".

If you are considering buying on the internet, or by catalog, consider the following:

I know of no wheelchair manufacturer that provides repairs by having 
the user bring the equipment into a local repair facility no matter 
where you purchased it (like a TV or a blender).  

[The following was updated 11/18/02:]
Two manufacturers are experimenting with some available service due to end user complaints.
Invacare offers "guaranteed service" through a limited number of authorized dealers ONLY 
on their top-of-the-line power chairs which someone purchasing over the internet probably 
would not be buying.  And finding a cooperating authorized dealer may not be easy as the 
reimbursement amount is very low (see below).

Pride is offering some in-home service via contractors/employees in certain areas.  I 
have found that service to be spotty and of very poor quality- over 3 weeks to get a 
repair on a brand new "out of box" scooter- and the repair was not done 
correctly/satisfactory even after three attempts.  Response time just to see the 
scooter to order parts (none seem to be stocked by these people) was over 3 business days.

In both cases, the service was offered ONLY to units under warranty.  [end of update]

In most cases, dealers do not get paid for their labor by the 
manufacturers to do warranty repairs the way that automobile 
manufacturers reimburse car dealers for warranty labor.  
See Wheelchair Warranties Explained for more details.

Most dealers' service departments lose money- particularly dealers 
who try to provide good service. 

Wheelchairs- particularly motorized ones and scooters- are very 
expensive to ship back to the company for repairs- and the purchaser is 
responsible for the shipping and may be responsible for the labor.

Most "internet" dealers do not have the overhead of a "brick and 
mortar" dealer- they can operate out of a spare bedroom and are simply 
making a phone call and processing a credit card but:

Unlike a toaster, a wheelchair does require "backup"- service after 
the sale, and many times a lot of attention before the sale so:

Don't expect a "brick and mortar" dealer to be around if you use him 
for "fitting", for advice, and to test drive, then you purchase off the 
internet to save a few $$$ and:

Don't expect that dealer to welcome you with open arms to repair the 
equipment you purchased elsewhere.  S/he lost money showing you the 
equipment hoping you would purchase it from them, but won't want to lose 
a lot more money fixing equipment you bought elsewhere.

Just because a website says they are part of a "brick and mortar" operation 
does not necessarily mean that it is so, nor does it guarantee that you 
will get any support from them if they are 1,000 miles (or even 200 miles) 
away from you.

Ask yourself: "What do I do if the equipment is broken, used, or not as 
advertised? Do I want to go through the hassle of repackaging this- 
even if the selling company does agree to pay the shipping?  Do I want to 
wait for repairs or a replacement unit?  Do I really want these 
hassles?  Is what I am saving really worth this bother?"

Then ask youself: "What if I have to pay for all this shipping?  
Is what I'm getting still a good deal?"

MY ADVICE is to read my section  Selecting a Dealer, find a good dealer 
(or more than one), then negotiate the best possible deal locally.  If 
you tell a dealer that you are considering buying on the internet, the 
dealer will probably give you a better deal- but do understand that s/he 
will probably not be able to match the deal of a person operating with 
essentially no overhead.

 NOTE: I have received so much email on this and the fraud-related subjects that I have
stopped publishing my email address...



All the information provided herein is Copyright © 1993 1994 1995
1996 1997 1998 1999 2000 & 2001 Stuart L. Portner.  All rights reserved.  
May be printed and reproduced for individual use, but may not be 
distributed without the permission of the author.  

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