Announcement

Collapse
No announcement yet.

They finally delivered my new wheelchair

Collapse
X
 
  • Filter
  • Time
  • Show
Clear All
new posts

    #16
    Originally posted by Oddity View Post
    Absolutely. You're receiving incredibly poor service. I can't even get into the headspace of some of the DME jackasses we've read about on this board. It literally boggles the mind. I mostly think it comes down to them misunderstanding how important the "little things" are to us.

    E.g. When I went for the ZR, couldn't get it, knew that ahead of time though, and the DME came back with, "We can do the same chair just in aluminum." What he MEANT to say, was, "We can do a completely different model chair, that looks similar, from the same company, but none of the 3 most important options you wanted will be available on the new model."

    They didn't seem understand that's not "the same chair in aluminum", nor what those seemingly simple options meant to me and my daily chair pushing/lifting experience. It's literally their job to understand this stuff, and know the differences. I suspect they DO know and understand but assume we DONT. (I'd bet a lot of their mobility business doesn't consist in folks like us: savvy, smart, and knowledgeable about our needs and available options.)
    Yes!

    Comment


      #17
      Originally posted by Oddity View Post
      Absolutely. You're receiving incredibly poor service. I can't even get into the headspace of some of the DME jackasses we've read about on this board. It literally boggles the mind. I mostly think it comes down to them misunderstanding how important the "little things" are to us.
      You got that right. I asked how much heavier this chair is. He replied not much. Website says frame is 2 lbs heavier. That may not seem like much to him lifting it up while he’s standing and using his legs and core. But I’m lifting it sitting down, with an extended arm, no legs muscles, and limited core muscles. In which case, 2lbs is a big difference.

      Comment


        #18
        I did see a new satin finish TR that was labeled as an Aero T back when TiLite moved the Aero T, TRA, and TR to a single order form to make it easier for end users to pay out-of-pocket for the titanium an TiFit upgrades. Maybe that explains it, but I have my doubts.

        Using that order form, it could be possible to get a black chair if a satin finish was selected, but the TRA & TR checkboxes were not selected in the original specs. That could be interpreted by TiLite as specs for an Aero T with an incompatible color selection. If that were the case, they would have provided an Aero T quote using the default color selection. The quote would have included a note that there was an incompatible option, what they changed to provide a workable quote, and asked for verification. These comments are sometimes referred to as exclusions and must be "cleared" by the dealer before the they can convert the quote to an order.

        Exclusions occur when a selected option isn't compatible with other selections, additional options are required, or the option is no longer available.

        Some may wonder why the manufacturer would change something like color in the original specs, and still send the quote. Simply put, they receive order forms that have incompatible selections all the time. Unless there is a "show stopper" error, it is far more efficient to go ahead and send a workable quote with the default selections (noting exclusions), than it would be to contact the dealer. Once the dealer receives the quote and sees the exclusion, all they need to do is contact the manufacturer to make any necessary revisions.

        While this scenario doesn't necessarily explain what happened in your case, there were numerous points where this should have been caught if it did. It's the ultimately the dealer's responsibility to ensure that any specs are accurate and are likely to result in a chair that meets their client's needs. They are the people responsible for keeping you in the loop. If it turned out they went with an Aero T without your knowledge, you absolutely should have been consulted. If it turned out they didn't select the correct box to get a TR on the order form, then they didn't pay attention when they received the quote. They should have at least asked you what color.

        Realize that obtaining accurate specs for this type equipment is a very difficult thing to do. Even the most knowledgeable, customer-focused, detail-oriented among us make mistakes and need to clear an occasional exclusion. There is so little margin for error. While I actually enjoy the challenge, spec'ing a TiLite rigid frame is more stressful for me than any of the highly complex powerchairs I do that cost many times more.

        While it may be up to the DME to verify the specs, end users inevitably have to live with the consequences. Sometime in the coming weeks, I'll post a separate thread that discusses ways that end users can reduce the risk of specification errors.
        Attached Files
        Last edited by SCI_OTR; 9 Jun 2019, 6:31 PM. Reason: Added order form pic

        Comment


          #19
          Thanks. That's very useful info. The bigger issue than the paint is the weight. I can't see an adjustable chair being lighter than a non-adjustable chair. I was considering living with the paint. But no way I'm accepting a heavier chair. Reducing size and weight was the objective of the order.

          Comment


            #20
            An adjustable chair will never be lighter than the same model that isn't and I've never seen a black chair frame that didn't look like garbage after a few years. I agree you should send it back.

            Comment


              #21
              Helicopter type. I have a black TiLite several years old and it still looks great. works for mountain bikes, works for wheelchairs

              Comment


                #22
                I have heard of helicopter tape. That would make it much easier to maintain the paint. Although I never asked for paint, the silver lining on that cloud is that it would be cool to have a painted chair rather than the boring gray titanium finish. But I can't deal with the chair being heavier than my existing chair. Making it lighter was one of the main reasons for the order. Can't accept it for that reason alone.

                Comment


                  #23
                  August-
                  I am following your experience avidly as I order a new Tilite ZR. Those EME order forms are truly bizarre. No doubt many dealers misread. I got mine on Friday and feel quite lost. I will go over it with the clerk line by line. I intend to type out my understanding of our agreement and have all sign it before even sending the order to tilite. The DME also promised to give me a Roho cushion at his cost. Get that in writing too. My hear aches for you having gotten the wrong chair after all this time, but no, you have no option but to refuse it.

                  Comment


                    #24
                    Another thing to watch. The order form, the DME quote and the manufacturer quote are not all necessarily the same. Which one prevails? The answer depends on who you are talking to. Of course, you think the order form prevails because that is what you submitted. But the manufacturer will say his quote prevails for obvious reasons. I'm not sure what the DME will say. Because they worked on both the order form and their quote.

                    Comment


                      #25
                      Originally posted by August West View Post
                      Another thing to watch. The order form, the DME quote and the manufacturer quote are not all necessarily the same. Which one prevails? The answer depends on who you are talking to. Of course, you think the order form prevails because that is what you submitted. But the manufacturer will say his quote prevails for obvious reasons. I'm not sure what the DME will say. Because they worked on both the order form and their quote.
                      The chair is built according to the manufacturer's quote, obviously. They have no control over what's entered into a DME's quote.
                      stephen@bike-on.com

                      Comment


                        #26
                        Correct. But the DME never provides you the manufacturer's quote so the customer will likely proceed on the order form, which is essentially blind faith. I guess you could ask for the manufacturer's quote. This was all news to me. Learned something new.

                        Comment


                          #27
                          Originally posted by August West View Post
                          Correct. But the DME never provides you the manufacturer's quote so the customer will likely proceed on the order form, which is essentially blind faith. I guess you could ask for the manufacturer's quote. This was all news to me. Learned something new.
                          For the tiny consolation, I have learned a lot from your experience and will certainly use it.

                          Comment


                            #28
                            My DMe sent me a .pdf image of the manufacturer's quote each time they got one, for me to see the changes I requested reflected. It shouldn't be that hard. Reviewing the returned quote should be standard operating procedure. Quote And CAD if applicable (I don't think they provide CAD drawings of their adjustable chairs). TiLite should include this step in any training they provide their vendors on their sales process IMO. Maybe even require a signature on the returned quote (patient signature not dme).
                            "I have great faith in fools; self-confidence my friends call it." - Edgar Allen Poe

                            "If you only know your side of an issue, you know nothing." -John Stuart Mill, On Liberty

                            Comment


                              #29
                              Originally posted by August West View Post
                              Correct. But the DME never provides you the manufacturer's quote so the customer will likely proceed on the order form, which is essentially blind faith. I guess you could ask for the manufacturer's quote. This was all news to me. Learned something new.
                              I will sometime take the manufacturer's pdf quote, convert it to Word doc and erase all the pricing/cost/privileged info leaving nothing but the specs and options (as indicated on the completed manufacturer's order form) and share that with my customer. This way they know exactly what to expect. I'm sure I'm the only person who does this, though.
                              stephen@bike-on.com

                              Comment


                                #30
                                Good idea to do that all the time. Because only the manufacturer's quote is the controlling document. All else is for reference. I found out the hard way.
                                Last edited by August West; 11 Jun 2019, 3:37 AM.

                                Comment

                                Working...
                                X