Thursday, December 31, 2009

Letter to Invacare

As some of you may remember, I had a slight problem with Invacare. So I decided to write a nice letter to all their CEO, President, and all their VPs. Enjoy!


I'm writing to complain about your customer service. On Dec 7, 2009 I sent my display for my Power Tiger to you. The plastic on the display had cracked and moisture could get in. I also asked for this repair to be "rush" since I had zero mobility without it and had to be pushed. I was very happy when it arrived 5 days later until I plugged it in. I subsequently found out that you had updated the software (something I had not asked for or wanted) and erased ALL my settings. There was no reason for you touch the technology of my display. This made my chair NOT drive-able and took 5 days to get it back to where I needed it. I didn't have a memory card and had to reprogram EVERYTHING by hand. One phone call asking if I wanted the software updated would have saved me a lot of hassle.

When I called to discuss this matter and get an email of someone in customer service, I was informed that you don't have a customer service or email and the only way to file a complaint was verbally. This is impossible because my disability renders me NON-VERBAL. When my aide explained this we got the same reply. This is outright discriminatory. For a company that deals with people with disabilities only I would have expected you to be more sensitive.

Unfortunately since I love my chair I will continue to be a customer. I will, however, tell others about this experience, personally and on my blog on which I have over 5,000 readers, in hopes that they will take their business elsewhere.

Eva Sweeney

18 comments:

  1. A company with a terrible name like Invacare (care of invalids? We reject that offensive terminology.) should indeed be careful not to treat their customers as if their opinions are invalid.

    My Permobil is a much better chair than the Invacare I had last; I called it The Tank because it was big, ugly, and uncomfortable. And I made the vendor cover up the Invacare logo before delivering it to me. Good thing my new chair was almost ready when the Invacare got recalled for being a fire hazard! I told the vendor I wanted that old chair taken out back and shot.

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  2. I hope the letter reaches someone that will do something to improve thir comucication with the disabled community. if they do nothing they deserve to lose their coustomers. That is completely wrong and should not be done to any one especially if they are supposed to provide communication with disabled people. I hope people read and get the message to others so that no one has to go through what you have. I am glad that you got every thing back the way you need it so you can resume independance to your fullest ability.

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  3. Thanks for the info

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  4. Bravo! Well said. I'll bookmark this company name and let people know if they're hunting for a chair.

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  5. I hope you get a positive response to your email, Eva.
    Good on you!

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  6. Just WOW to the 'we can only take verbal complaints' thing. That's just absurd and insulting. Obviously they can accept written letters (like the one you've written), but choosing to not acept emailed letters of complaint is a needless hassle when, as you said, THEY DEAL WITH PEOPLE WITH DISABILITIES. Making sure that you have ways of communicating with *all* of your customers seems like it would be a very basic step to take. Of course, these are people who reset all of your personalized settings without thinking to get in touch with you, so I think I'm making too many assumptions about the cohesion of their internal policies already.

    Glad that you were able to get the settings back, even though it took nearly a week. Hopefully your letter'll save someone else the headache of having to do the same ...

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  7. If they are that out of touch with their customer base, they will (deservedly) lose business, especially if the competition realizes where their weakness lies and capitalizes on that. Good for you for going public with this complaint!

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  8. Plus, I was always told to send letters of complaint rather than complain verbally because then you have proof that you contacted them and your words are right there for people to refer to. Verbal complaints are, I imagine, much easier to have 'disappear' ...

    - Zombieninjapony

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  9. (Not to mention I would think it's easier for verbal complaints to genuinely get forgotten and lost in the shuffle)

    ((obviously you don't have the verbal option, but just thinking about them having that as a general policy it seems off in even more ways than the stupidly discriminatory one))

    - Zombieninjapony

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  10. you should send this post to consumerist--seems like a deal that would be right up their ally.

    also: ugh. jerks.

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  11. Ok, I'm definitely getting the Pride Quantum power chair rather than the Invacare TDX SP now. I know Pride responds to writing because I've sent them questions.

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  12. I am amazed that a company that works directly with people with disabilities, and knows the possible ramifications of changing equipment, would do just that. Having costumer service first of all, and then costumer service that is ACCESSIBLE is huge! I wonder what regulations govern costomer service, and how we could change that!

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  13. I hope your letter get the appropriate response. I agree with others that a company which specializes with people with disabilities should be accessible to all of the consumers.

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  14. You go girl! It is unbelievable that DME companies treat us like this. Here is my response to them.

    Good luck.

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  15. so happy that you wrote this.

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  16. Eva,
    you're the same Eva who bought a chair from a dealer who didnt know how to service it. Also you WERE able to communicate with invacare customer service in your other rants. What changes now? Frankly I'm a little dissapointed in you as I am a t4par and have had numerouse challenges and my dealer combined with invacare have supported me again and again. I admit some of the iussues i have experienced are a result of my own adventures but invacare has stood behind their product and always picks up the phone. Now if only i could get someone at sony to help me with my tv.....not goin to happen. I understand your frustration but spreading lies does not help any of us. If you want to talk please feel free to call or email me and my wife and I can try to best assist your in your worries.
    All the best

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