Wow Bobbie, I am so sorry. First, let me say that my husband and I have decided to quit going to restaurants because their service was bad and their bills never came close to the repair costs of your chair. Second, they did so many thing wrong. If you were a child (sorry about the analogy, but I'll explain) that would be child abuse. Now, depending on the laws in your state, they may have commited abuse on the disabled. Intimidation in anyway (yelling and using obsene language) is considered abuse. Children, the elderly, and the disabled are specifically covered under various wordings of the law in each state. So they probably broke that law. Third, medical information is considered protected. The fact that they called to check on your medical equipment status was a violation of that. So, think if you would want someone you cared deeply about to deal with them alone. Would you trust them to take care of your loved one's needs? I wouldn't. No one deserves to be treated badly. I certainly wouldn't give anyone my business and money after treating me in such a way. As for you not writing a formal letter to let them know of problems, you shouldn't have had to. They should have trained their people better and had specific procedures on how to deal with customers. When I was working at an addiction rehab service, I made forms so I could log phone calls and messages. I used a code so no one would know specifically who called, but it was simple. If you had called I would have written C.I. as the initials (the letters right after your real initials. C comes after B and I comes after H.) Then I would write the date and time. If there was anything they needed me to do, such as call their parole officer, submit paper work on a urine drop, or anything else, I wrote that specifically so I would not mess up. Then I filled each individual log in a general file and not in the clients medical files (because I did not have the correct name or medical number on the log). One time, my supervisor came in because one of the parolees was claiming that I wouldn't return their calls. I didn't even ask who it was. I asked for the day and time if she had it. She had written down three different dates because she had talked to the parole officer of the parolee. I pulled all logs on those dates and explained my code to her and asked for a name. That person wasn't logged on any of those days so our next step was to go to the techs who could access the calls for my line. All my logs were covered with no extras that I missed on any of those dates. Rehab services and I were cleared and the parolee was in trouble. Becausee of situations like that, addicts lying, our supervisor had every one start filling out logs just to cover our legal end so we had an added layer of protection. We wanted to keep our funding and that meant meeting the needs of the clients (legal and addicts.) Your chair provider should decide if they want your business. I suspect that they have lost a lot of business and are feeling it which may have been why they were so horrible. I would hate to think were ever that way with you before. You don't need that kind of treatment.
Candle "Scars remind of us where we’ve been, they don’t have to dictate where we are going." ~David Rossi of Criminal Minds *********************************************************************** ________________________________ From: Bobbie Humphreys <[email protected]> To: "[email protected]" <[email protected]> Sent: Saturday, September 1, 2012 3:17 PM Subject: [QUAD-L] Wheelchair supplier problems. ~ 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
