A simple question, no?
NO. Nothing is simple, it is all freaking uphill. Sometimes I just want to sit back and shake my head, but alas, I can’t.
It is time to order a new wheelchair. Sandro from National Seating comes over, he is a fantastic DME guy. I hear their guy in Anahiem is also great. Anyway, Sandro comes over, we pick all the specs for my daughter’s new chair (and no, I vetoed the nanny’s request of hot pink). The sticking part was … do I get a reclining back (in addition to the tilt-and-space) or the fixed back.
Simple question. He says he thinks it is four inches, the chair with the reclining back will be four inches longer, and I say that is too much, let’s stick with the fixed back.
The next day I have buyer’s remorse. We talk and decide that I will contact the manufacturer, Sunrise Medical, and he will contact their local guy, to find the exact difference in chair length depending on which back I get. I prefer the reclining but length (in this case) is an issue, and shorter is better as far as the chair goes.
Sandro tells me the Sunrise Medical Account Manager physically measured it and got 4 inches. I spoke to customer service, really pressed that I needed an accurate answer, was not allowed to speak to an engineer, but they called me back and said “the expert” said zero inches, the chairs would be the same length.
Come on folks, NOT ROCKET SCIENCE. Why is it always uphill? Does ZERO = FOUR in your book? Do I beleive the account manager who measured or the customer service “expert” who may or may not have?
Punchline … emails!
Sunrise Medical is a FANTASTIC company to work with (buy Sunrise Medical), they really came through (buy Sunrise Medical). They make the Zippie and Iris chairs for kids (buy Sunrise Medical). Use them (buy Sunrise Medical) or at least check them out. Make sure your DME guy is a good to work with as Sandro (or tell me, I know people!) (buy Sunrise Medical). Also, note, that Sunrise Medical is NOT cripple-cootie-phobic, their CEO may just be cripple-cootie-philic!
So (buy Sunrise Medical), if you want the sorid tale, (buy Sunrise Medical) hit the more tag. I warn you that you will really think I need to get a life.
She quickly responded with:
I send her my phone number. She calls and we discuss it some more. She promises to get back to me. I send the following email to HER, the VP, and again, I copy the CEO.
Then the CEO proved that he cares … he sent this unsolicited email …
Simple, nothing about me or the issue, but he let’s me know that 1) he is reading the emails, 2) he got my praise, and 3) he is not afraid of cripple cooties like too many others.
The next day I get a call telling me there is an email waiting for me and just checking in, actually. On the phone is the VP and the “expert” from customer service. I go and check my email to find … in part …
Engineering specs! Then, at the end of the day Friday, I called the engineer. Great guy. We spoke for a bit. Engineer to engineer, mano-a-mano! Finally! (I added the red letters)
Click here to see it larger and refer to it (why you would, I am not sure) and below is my final email. For now. If you are still reading, don’t let the technical parts of this email stop you, there are some good points in there about wheelchair positioning, just ignore the geeky parts.
Let’s see if they get the hint and will customize a chair for us …
© Single Dad for Single dad, disabled daughter - sometimes it all seems uphill, 2009. | Permalink | 3 comments |
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