What to do when chair is broken post flight?

[rockbybay]

Sorry for going AWOL, we landed, realized the power assist wheels had been broken on our return flight and I wen't right into tech for my current show, it's been crazy.
I just wanted to update everyone on what's been going on. Scootaround subcontracted to Numotion (for the frame bend) and a local (very well known and recommended) DME for the twion wheels. The twion wheels should be fixed next Wednesday. The frame bend is a little more complicated. The guy from Numotion ordered new forks and housing but as that didn't fix the issue he recommended a new frame was ordered. When talking to me at the appointemtn he was using the term new chair so I was under the impression that I would be getting everything on the frame and the frame replaced. Apparently he only meant the frame. I had quite a few concerns with that as I've made quite a few changes to this chair and it's nothing like the chair on the serial number (new camber tube, brackets for twion wheels, new casters, push handles, ect.). Also, he never inspected the entirety of the chair. He just looked at the front. Not to mention this guy didn't even know how to adjust or check the caster fork angle, I had to show him. If the titanium frame was bent, who knows what other damage has been done on the rest of the chair. I've been playing phone tag with scootaround and numotion for the past two weeks trying to get this sorted. Numotion already ordered the frame without my approval and that's set to arrive on the 14th. Am I right to insist someone else come and look?

TLDR; My chair was broken twice on one trip and the technician who came out doesn't know the front end of a chair from the back

[Tetracyclone]

Sorry for going AWOL, we landed, realized the power assist wheels had been broken on our return flight and I wen't right into tech for my current show, it's been crazy. . Am I right to insist someone else come and look?

TLDR; My chair was broken twice on one trip and the technician who came out doesn't know the front end of a chair from the back

Yes, you ar right to insist on more. In addition You should insist on all new components because it is unlikely the chair will run smoothly with your old components, given the damage. Do not act 'reasonable'. Act like you know the ropes and this is, unfortunately, the only way to handle the damage. I would not even discuss the history of the chair with them.

[ToastGuard]

I'm with Tetra. I lost a chair to Southwest (the right front caster was basically folded under) in 2017. They wanted to just replaced the frame, but I was adamant that I would accept nothing less than a complete replacement. If whatever happened was bad enough to fold an aluminum frame who knows what it did to the rest of the components. Also, like you, I had done a number of upgrades to the chair that were no associated with the Serial Number. I demanded all those components replaced as well. I'll warn you it ended up taking around 6 months and the DME screwed up every single component they installed (I am not exaggerating, I had to fix every single screw and component they installed down to the foot plate screws not being tight enough so it very slowly slid out to the point where it caught my ramp while I was going down and dumped me in the parking lot.) so I ended up having to build the chair myself. If you are capable enough, I recommend asking for the components and assembling yourself to limit the screw-ups on the DME's part. If not, I would find a friend who has half a brain as they'll likely be better than the tech the DME sends out to assemble or fix problems you find. It was a truly infuriating process on the side of the DME. The airline did not give me too much hassle and paid for all the components I told them (as well as some upgrades, refunding my ticket, and a flight voucher for the DME screw-ups) but I'll likely pay of of pocket for my next chair to get the components correct the first time rather than dealing with a DME. I live in Maryland and have used 3 different DMEs for the three chairs I have gotten since being in the chair and each has proved more incompetent than the last.

[rockbybay]

An update on the whole fiasco:

After my last post (and dozens of phone calls with numotion and scootaround), I was so tired of all of this that I let them take my chair and put the new frame and forks on. All looked good until I got home. After rolling from the parking lot to the car and then from the car into my house the forks were at extreme angles. They were both toed out and tilted back. I wish I could figure out how to put photos on here because it's like nothing I've ever seen before. Coincidentally my scootaround agent called me as I was checking everything and I said that this was unacceptable and I need my claim to be moved over to my regular DME. My DME saw me the next week and was appalled (but not surprised) that numotion didn't just order a whole new chair. After getting approval from Delta my DME ordered me my new chair which arrived last week. I'm on vacation so I can't pick it up for a few more weeks but I just got at call from my DME saying that scootaround/delta may want the frame and the forks from numotion's mess up. Numotion already threw away the bent frame and forks without asking me. The main silver lining I found in this situation was that I would now have an everyday chair (the new chair that just arrived) and a travel chair (the numotion frame and my own parts) that can be used with a freewheel. Now that safety may be taken away and I don't know what to do.

[SCI-Nurse]

I wish I could figure out how to put photos on here because it's like nothing I've ever seen before.

http:///forum/showthread.php?233894-...-Where-to-post


(KLD)

[RollinPositive]

An update on the whole fiasco:

After my last post (and dozens of phone calls with numotion and scootaround), I was so tired of all of this that I let them take my chair and put the new frame and forks on. All looked good until I got home. After rolling from the parking lot to the car and then from the car into my house the forks were at extreme angles. They were both toed out and tilted back. I wish I could figure out how to put photos on here because it's like nothing I've ever seen before. Coincidentally my scootaround agent called me as I was checking everything and I said that this was unacceptable and I need my claim to be moved over to my regular DME. My DME saw me the next week and was appalled (but not surprised) that numotion didn't just order a whole new chair. After getting approval from Delta my DME ordered me my new chair which arrived last week. I'm on vacation so I can't pick it up for a few more weeks but I just got at call from my DME saying that scootaround/delta may want the frame and the forks from numotion's mess up. Numotion already threw away the bent frame and forks without asking me. The main silver lining I found in this situation was that I would now have an everyday chair (the new chair that just arrived) and a travel chair (the numotion frame and my own parts) that can be used with a freewheel. Now that safety may be taken away and I don't know what to do.

You really do not need to post pictures because I have to be comfortable with the repair.


Airlines really dont push back if the DME says a new chair is needed.

But more important I would always go though your DME vs the airlines.

Make sure you follow up with NuMotion CEO Mike Swinford and give him feed back on the NuMotion you used so it helps others not have the same issues!

Mike.Swinford@numotion.com

But dont think that you need a special chair for home and one for travel.

The repair had it gone to a good dme should have taken a few days tops and you should have had a rental while your new chair was being ordered.

[rockbybay]

Figured out how to do it, thank you SCI Nurse. Roll Positive, thank you for your words of wisdom. I think at this point I'm just beaten down and overwhelmed from this whole process. I can't wait to sit in my chair and be able to breathe again. I miss my freedom.

[RollinPositive]

[ATTACH=CONFIG]62848[/ATTACH][ATTACH=CONFIG]62849[/ATTACH]Figured out how to do it, thank you SCI Nurse. Roll Positive, thank you for your words of wisdom. I think at this point I'm just beaten down and overwhelmed from this whole process. I can't wait to sit in my chair and be able to breathe again. I miss my freedom.

Totally get it to be in another chair or power chair is uncomfortable!

If you need any help message me I am more then willing to help advocate.

Like I said in the future same day repairs are standard. Hoping this experience doesn't discourage you from traveling!

[Crappler]

Isn't that a simple adjustment on the ZRa?

[rockbybay]

It is but it shows that they were installed incorrectly (not tightened enough). If the force was enough to bend the titanium frame then who knows what it did to the rest of the parts of the chair. Numotion refused to replace anything other than the frame and forks. The frame was also the wrong size, an inch too long and cut into my knees. I was done trying to work with them and their incompetent technicians.

[rockbybay]

Picked it up today. I'm super happy with it. We made a few adjustments from my old chair (a touch more dump and lower back). It feels so good to be sitting in it, I feel like I can breathe again. The twion camber tube will be coming in a few weeks but other than that I'm all set! Thank you all for your continued support and advice. I don't know what I'd do without this forum. Now I'm all ready for my next flight this December!