Some Basic Warranty Information
Many people assume that:
Wheelchairs are too simple to break down.
If they do, a local "factory" service center will repair.
The repair will be free. This is a BIG one!
The manufacturer will take the dealer's word that a part is defective.
The owner of the chair can go to any "authorized dealer" for warranty work.
The manufacturer reimburses the dealer for warranty work.
The warranty is "transferrable" from one owner to another.
That a 3 year warranty covers the equipment for 3 years.
That a "lifetime" warranty is "forever".
None of the above is true!
Even "basic" wheelchairs can break, but this section deals more on
expensive, "complicated" wheelchairs. The ones you research at this web
site and others before purchasing. There may be exceptions to what is
written below (a recall, for example), but for the vast majority of
equipment and manufacturers, here are the facts:
Wheelchairs and scooters do break. Most better chairs have adjustments
that loosen over time, parts that fail, and parts that wear out. A
wheelchair is a machine. Machines break.
There are no local "factory service centers" unless you live next
door to the factory. Warranty service is performed by the selling dealer
or by the factory if the chair is shipped back to the factory at the
purchaser's expense. Who performs the warranty work is covered in the
warranty booklet.
I don't know of any manufacturer that covers labor
charges. Many dealers feel this is not fair to the customer and provide
"in-shop" labor at no charge to those who purchased the equipment from them.
They may also (or not) elect to pay the freight on returning parts to the
factory for "evaluation".
Parts that do their job by wearing out (tires, for example), are not
covered by the warranty. The warranty is for "defects in materials and
workmanship". It is never a service contract. It certainly is
not an insurance policy. To find out what is covered, and for how long,
read the warranty booklet that comes with every "better"
wheelchair. Some "basic" (entry level) manual wheelchairs however may
not have a warranty book. The dealer should have warranty information,
though.
Often, the manufacturer charges the dealer for the part that s/he installs in a
customer's equipment and "credits" the dealer after receiving and
evaluating the part. If a dealer is not "sure" that the part is
broken due to "defects in material and workmanship" s/he is supposed to
send the part in FIRST for the evaluation (the chair remains
broken during this period). Many dealers as an act of "good will" cross
their fingers and "front" the part for their customers. Some will
require a deposit (possibly a credit card "imprint") for the value of the
part.
The owner of the chair can go to any authorized dealer who is willing
to do the repair. There is no "contractual obligation" that "forces" the
dealer to work on any equipment- even if they sold the product- much less
if they didn't. Some "exclusive" products may "encourgage" dealers to
provide service (the manufacturer may threaten to "pull" the distribution
of the product or the exclusivity of same) but for the most part there is
no "control" over the dealer. That is why it is so important to find a
dealer who provides "in-house" service (as opposed to no service or
contracting it out). See my section on SELECTING A DEALER.
With only a few very rare exceptions (like some but not all recalls),
the manufacturer does NOT reimburse the dealer for his/her labor
or shipping charges to the factory. As most dealers who really make a
commitment to service lose money in their service department, a dealer
certainly won't welcome you with "open arms" if you bought the chair
elsewhere and are bringing it to him for service.
Most warranties specify words to the effect that the warranty is to
the "original purchaser". If a chair was a special build, many
manufacturers ask for the end user's name (they call it "mark it
for:______ ").
While some warranties transcend the original purchaser (a recall-
including "hidden recalls" and some lifetime warranties), one should not
take it for granted that this is the case. Read the warranty book, talk
to the dealer, get it in writing. And remember that a dealer does not
have the authority to "override" the manufacturer. Any dealer promise
(written or otherwise) will be at the "dealer level".
Many 3 year (or 5 year, or whatever) warranties are "pro-rated" after
a certain period of time. By the time one is in the third year, the
"value" of that warranty may be next to zero. And most of the time any
warranty over one year is only on certain components (drive and/or
electrical, and possibly the frame)- not the entire chair/scooter!
READ THE WARRANTY BOOK before purchasing!
Many "lifetime" warranties are vague on whose lifetime (this is not a
joke!). One may assume that it is the lifetime of the chair, or the
lifetime of the purchaser- but which is it? Everest & Jennings sent out
a memo several years ago retroactively defining their previously undefined
lifetime warranties as "between 5 and 7 years- the lifetime of the chair".
Even though I've said it several times above, I will say it again:
Before purchasing a chair consider the following:
Will the selling dealer be convenient to me?
Mailorder may sound wonderful until you have to ship the chair back
to the selling company. See my article Purchasing Via the Internet for more details. Will I be traveling with the chair?
While many dealers will help you out if you are traveling, they are not
required to. And you can expect to pay for labor and possibly have to
wait while a part is sent back to be evaluated or to leave a deposit
with the repairing dealer for the value of the part until she is credited.
Will I be relocating immediately after buying the chair?
This applies to "snowbirds" who have two locations. Obviously you
can be in a "damned if I do, damned if I don't" situation, but by
having a good relationship with dealers in both areas you can at
least get by. Some of my "snowbird" customers alternate purchases
with me and their dealer up north.
In conclusion, I have just four words:
_________ _______ ________________ ________! 
All the information provided herein is Copyright © 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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