So Invacare called my house (don't know how they got my number) and gave me a customer service email that just appeared out of nowhere. Below is the conversation.
I'm happy they even replied but I don't buy their explanation. Even if it is "FDA regulation" to update the software they should have warned me. And their solution is a problem. They didn’t (God forbid) ask if I wanted a new memory card they just assumed. Anyway, enjoy!
Hey Sarah, I got your message- thanks. Yes, email is the best way for me to communicate. So lets continue the conversation this way.
I would like to start by apologizing for the miscommunication when you contacted our Customer Service Department. Our Management team has emailed a notification to our Customer Service Department reminding them of the Consumer Care email address to ensure that this does not happen again.
Regarding the repair on your Power Tiger display, I would like to get more information on the repair so that I can research this with our Technical Repair Manager. Could you please email me the contact information for the dealer who handled this return for you and the return authorization number if its available.
I look forward to hearing back from you. Thank you.
Hey, basically what happened is when they were putting new plastic casing around my display, they also decided to update my software on my display- and as a result, all of my settings were erased. At first I couldn't move at all when my repair guy put my display back on. Then when he got that working I still had no control over my speed (there was only one speed I could go) and I was reduced to a crawl. It seriously took like 5 minutes to get to the other side of a room. I have very specific settings since I use a head array. It took five days of work to figure it out and I had to go to my wheelchair repairman for five days in a row since you guys won't talk to customers directly about technical problems. I really feel like this whole problem could have been avoided if they had just called and asked me if I wanted a new software update. So that is what happened. My repair guy set all of the programs to the speed I wanted after finally figuring out what was wrong, so he was not responsible for the problem that took place.
I spoke to our Technical Support Manager, Eddie Corcino this morning regarding the issue with the software upgrade on your display. Eddie explained that we are required by law (FDA and regulatory affairs) to update software on all electronic repairs to the latest technology when making a repair. Therefore, the software was updated on your display.
Normally, the dealer that is sending in your repair copies the programming of your chair onto an SB card and then when the display is repaired and returned, they download the programming back onto your display and it is ready to go. Unfortunately it doesn't sound like this happened which resulted in the dealer having to re-program your chair.
We do recommend that you have your dealer keep a copy of your chair's programming on disk so if anything ever happens, they will have a copy to re-download into your electronics. We are going to send you the SD Card Professional Kit which will allow the dealer to copy your current settings on a disk to prevent this from ever happening again. The order
confirmation number is 858286996 and it will ship out of Ohio today and you should receive it by 1/18/10.
I apologize again for the inconvenience this caused you and please feel free to contact me if you ever have any questions or concerns with your chair and I would be glad to help.
Hey Sarah, thanks for getting back to me and explaining everything. Also thanks for offering to send me an SD card, but I have already purchased one. I bought one after the whole debacle in hopes that I wouldn't have to go through this again. So I don't need you to send a new one, although you could refund the purchase of the one I just bought. Again, thanks.
The order already shipped yesterday so it should be there within 5-7 business days. Maybe the dealer will give you a refund if you give them the new unit. Either way, we sent one free of charge to prevent this frustration again. Thank you for contacting Invacare and feel free to call or email me anytime if you have any questions or concerns.
I also wanted to let you know that I visited your websites and they are both amazing. Did you start them yourself? I love dogs so that one caught my eye. You sound like a great person who is making such a wonderful difference for so many people's lives including animals! I just wanted you to know I thought the websites were very nice.