It is far too easy to let emotions get involved. Unfortunately, all too often, the people who have problems managing their emotions are the suppliers.
Some suppliers seem to resent the fact that we get some assistance, although we all know the level of assistance we received is not enough. I would gladly trade places with anyone of them. If it were me, I would try to locate the two problems separately. First, I would repair my existing chair. And this company wants to do it for free, fine. If they want to do it for a reasonable fee, that's okay. The most likely scenario is that this difficult provider will offer to provide replacement parts at a discount from their typical prices. Naturally, they want to link this repair job to do next purchase. Don't let them. If they were me, I would set a future date to meet with their salesperson. If they are smart, they will be sure to fix your wheelchair prior to this appointment. After your wheelchair has been repaired, then begin your evaluation of potential new chairs and potential new vendors. Unfortunately, prices for quadriplegics are too high. Service levels are poor. Products are poorly designed. Vendors are insensitive and often incompetent. It isn't good, it isn't right, but that's the way it is. I think you will get your best results if you focus on results rather than emotion. I am sorry you were treated so poorly. It happens to all of us. But if it were me, I would view the situation as leverage to get a good deal from a vendor with whom I have a long track record. As they say, better the devil you know than the devil you don't. Good luck, Dave Krehbiel From: Bobbie Humphreys [mailto:[email protected]] Sent: Saturday, September 01, 2012 4:29 PM To: [email protected] Subject: [QUAD-L] Wheelchair supplier problem. ~ HELP ~ Quad Squad Help! I'm having problems with my potentiometer, it turns on even when I'm not tilting or reclining. So I went to CMC, the company I got my chair from 8 years ago but been having a lot of problems with them the last 12 or more years, so I'm seriously considering switching suppliers. Before I go on , last Thursday I went to Kessler to their wheelchair clinic to get fitted for a new chair by a different supplier, Wilpage. Standing right next to me was Eahn, a rep from CMC. Yesterday Pete and I dropped in on CMC (their only 5 miles away and don't mind drop-in's) to get my potentiometer adjusted/fixed, a repair man was working on my chair when a voice called him away. CMC is run by a husband and wife team. Patti, the wife, came storming out from the back without the repair man and began YELLING at me and Pete about how they are not going to fix my chair because she heard I was ordering a chair from another supplier. I told her I hadn't quite decided which supplier I was going to use and was going through the possess to gather information. And I reminded her that I HAD a sales rep from CMC, her company, at my home 3 months before and I had questions but the sales rep never got back to to date. Patti asked why I was considering using another supplier Pete (my husband) said "communication" I told her that an employe, Dana, NEVER returns my calls or follows through on a RX or repair request. Patti said "OH, we got rid of her because we have been getting a lot of complaints about her." Patti went in the back (we heard F this and F that) when she returned she said she had just gotten off the phone with Kessler and yes it was true that I was on a fact finding mission and that she was now SO VERY SORRY. Yes, of course we will fix the potentiometer, will'll even do it for free if you order your chair from us. THEN Patti disappeared again in the back room and reappeared with Dana the employee that she JUST said they had "let go" we just moved her to another desk she now says, you will never deal with her again, and then Dana apologized. Now Patti is begging and pleading with us not to go to another supplier when Carlos, her husband, appears YELLING at Pete and me about how we should have written a letter to them explaining the communication problem. Why are the husband and wife, Patti & Carlos, yelling at us of hey was us to stay with them? We leave not promising anything "We need to think about all of this." me and Pete say … which is very true. As soon as we went directly home, which took 10 minutes, the phone rang and it was the sales rep apologizing, never asking why I was trying to get a hold of him for 3 months. The next day I decided to find put how much this part will cost "out-of-pocket" instead of waiting 10 to 14 days, $325 is all. So I want to pay and get reimbursed because I have an appointment at wheelchair clinic again September 13th and I'm most likely NOT going to use CMC with whom I've gotten my last chair from. BUT the supplier I'm going to go with Wilpage, I've NEVER delt with before. But a quad up-stairs, SCI, has used them for years and years and she LOVES them. Wilpage comes to her place to do repairs and is very good at returning phone calls … communication. One more thing. I still am not sure who will repair the chair I'm sitting in now until I get my new chair, which can take 6 to 7 months after ordering. What do I do? Bobbie Sent from my iPad
