Pride Mobility Products Corporation

I do see the receipt attached.  Do you have the serial number for the product?  I see the model is an [redacted].Once I have that I can issue a refund for the chair $749.00 and make arrangements for it to be picked up and your refund given.Please confirm the name & address, phone number where the chair and refund can take place.Thanks

8/23/2016Revdex.comThis letter is concerning my complaint filed on 7/31/2016 against Pride Mobility Product Corporation assigned ID [redacted].  This complaint has recently been resolved to my satisfaction as item has recently been received.  I am sorry that I have not contacted you sooner but my...

daughter has submitted the request on my behalf as I do not use computers much.  I tried to reply to your e-mail but could not get through.  Thank you for your great help.  Sincerely, Robert M.

At this point the matter has been resolved

Dear Sir:
1.            Pride’s response stated that during a call with my wife, [redacted],  on April 25, 2014, my wife “did not have the serial number of my power chair.” 
 
Pride did not speak to your wife on April 25, 2014 @ 4:11pm.  Pride spoke to you when you called our call center and no serial number was provided at that time.  Without a serial number Pride is unable to look up any information regarding the unit.
Pride received the serial number last week when we called [redacted] and spoke to Jim.
2.            Pride’s response claims that Pride “does not have anyone that would go out and look at products that are [redacted] units.”
Pride was unaware at the time of your complaint that a Pride rep. was involved because you didn't provide a serial number.  We are now aware that the Rep. and [redacted] @ Home Health assessed the unit before the parts were odrered and your warranty was denied.
3.            Pride claims that it had left messages for [redacted] and did not hear back from him.  In fact, **. [redacted] has had numerous communications with representatives of Pride.
When you initially called in on April 25, 2014 @ 4:11pm. Pride's Call Center called [redacted] and didn't hear back.  The Pride Rep. at that time was engaged by Cameron.
 
4.            Pride claims that it has no notes in its system about denying a warranty.   Query:  How do we know whether this is a true and accurate statement?  Pride did send a quote acknowledgement to [redacted] on April 23, 2014 (see attachment - note that the price on Pride’s invoice does not include applicable sales tax).  If Pride claims that it has no notes regarding denying a warranty, why has Pride consistently refused to pay for the parts that are listed in its quote acknowledgement.  Furthermore, my partner, [redacted], sent a letter via fax and US mail on May 2, 2014 demanding that Pride comply with the terms of its warranty.  Pride has not responded to this letter.
Pride had no notes because this complaint was being handled by an outside Pride Rep. and the provider and Pride didn't have a serial number in the system.  The only noted denying your warranty on the date you called in are from what you said not any other party.  I do not have or know of any letter from your partner, [redacted] regarding this matter.
5.            Pride admits in its response that “[t]he parts should be covered under the warranty” and “the provider doing the repair should be notified.”   [redacted] of [redacted] (who is the provider) has had numerous communications with Pride.  Thus, Pride should immediately make good on covering the defective parts pursuant to the warranty.
Clearly there was a misunderstanding with your complaint. Becuase we had no serial number to start with and only learned of the serial number last week from the provider, Pride wasn't able to make a clear judgment regarding the warranty.  The parts are not covered under warranty as indicated by [redacted] and Pride's Rep. because the unit is not defective.  The unit has been used for almost a year without incident.  By the appearance of the photo's and other information regarding public transport Pride does not feel this is a warranty issue but rather an issue which occurred from using public transport and tie down system of which Pride warns against in the Owners Manual you received with the product.  Pride cannpt be held responsible for acts of others during transport & tie downs on public transport.  The reason why we don't recommend this is exactly this reason.  Pride doesn't know who's tieing the unit down or how and what effect on the unit or damage may result in this sort of transportation.
Pride is denying you claim for the cost of the parts for this reason.
Pride adheres to all rules and regulation, but regarding this warranty on your unit it simply is not a product defect and was not shipped in that condition.

If you can provide the serial number from the scooter, I can verify that we do not have the part any longer. The serial number will be located on a white sticker with a bar code and start with an “S” for scooter. We carry parts for 5-7 years depending on the warranty of the product. Medical...

devices have a life expectancy of 5 years or 60 months.This product is a medical device and it appears from your information it was prescribed for your late father.  You can certainly see if your mother can acquire a prescription for a device based upon her medical needs through her physician who would be happy to help you in that regarding.Thank you

Thank you for your information.  We apologize that your son is having problems with his chair.  As you know, Quantum does not sell directly to the public but rather through a provider network.
Quantum wants your son to be happy & comfortable in his power...

chair.
A Quantum Representative will be reaching out to you shortly to help in resolving your issues.  
You may need to be prepared to give more details regarding your complaint including the name of the provider who sold the chair.
Thank you for your time.