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.