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Complaint Details
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Initial Complaint
10/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Called on May 17 stating having problems with the foot rest on the recliner. Said could not get a service man out until May31/23. He came looked at it said he would have to order parts. I called back on June 28 and they told me I would have to pay *** bucks a side to repair. They said manufacture does not cover warranty. The chair was purchase on June 9/2022 and came with a 1 year warranty. Viva lift Radiance Medium lift chair. Invoice ******** total amount ******* ******** I would like to have my chair repaired to I can continue to use it as I require the need of this to help me getting up from a sit down position.Business response
09/08/2023
Client called in on the 17th and said the leg rest wasn’t lifting all the way up but chair was still functional
Service calls for non emergent was completed on the 31st
From that service call we found that 2 - steel support braces on the footrest had sheered (not bent but completely sheared )
I explained in the home that the only way I could see this happening was if the client had either raised the chair against an object (commonly a wall), gotten off the chair with the footrest in the upright position, or if something had fallen on the footrest while it was in the upright position. The client assured me that none of those things happened, so I took pictures and sent to the manufacturer.
The manufacturer also assess that this breakage was not a mechanical fault but a “user error” and is not covered under warranty. I made it very clear to the manufacturer that the client has stated that he did nothing wrong, but their engineer determined that this breakage was only possible via misuse of the chair.
The only solution for this repair was full replacement of the reclining frame on both sides of the chair. This was the repair offer and I offered to do so with no labour charge from our company as it is a 4 hour job.
This service was denied by the client.
Graham ****
Reliable Mobility
**** ******* ***
** ************ ** ************
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.