My understanding per phone conversation with Eric on November 3rd was as follows: The front tie rods and steering assembly would be replaced with new parts.The new wheel assemblies installed, A front wheel alignment would be preformedThe warranty (on the complete scooter ) would be extended to include all down time for this problemThe red rear light lens that fell off would be replacedAnother tech would be handling the service call and he would inspect overall conditioner of scooterincluding both rear wheel bearingsThe wheel bearings exhibit brown metallic dust indicating grease failure Regards, [redacted] ***
I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me. Other than the unit was finally picked up on 8/29/2016 I am awaiting the refund to be released. My bank has put in a provisional credit awaiting the end of this complaint filed against Spin Life. This has been a very long road and would never do it again. Regards, [redacted]
I have placed the answers below in blue Just to add to this we have also agreed to credit the customer 10% or $of the original cost of the scooter for his trouble.Technician went out on 07/after receiving the parts He fixed the unit but it still has more problems and will need additional parts The challenge is most of these parts come from Israel since Afikim does not have a manufacturing plant in the US We are going to credit the customer for his troubles and will continue to follow up with technician and manufacturer to fix his scooter It is currently running and customer is using it but still needs some parts to bring it up to standardPlease let me know if you have any additional questions on this Thank you [redacted] SpinLife.com Phone: ###-###-#### Fax: ###-###-####
Dear Mr [redacted] ,We are so sorry for all trouble and delay with getting your lift chair repairedWe received notice from the tech group that the parts were replaced, the chair was tested and working properly.Thank you,Spinlife Customer Service
Dear Ms [redacted] ,We are very sorry for the trouble you had reaching us regarding your orderThat certainly is not the way Spinlife handles responding to their customer’s needsWe have placed a new order for the vinyl mattress cover and it is expected to arrive to you on Monday 1/Please let us know if there is anything else we can help you withThank you,Spinlife Customer Service
Mrs [redacted] Spinlife deeply apologizes for the confusion on your order We did investigate the matter and listened to all the callsWe did discover that before you purchased the chair, our sales representative did give you the correct information However we also discovered that inaccurate information was given to you after you purchased your lift chair As a result and because we are dedicated to Customer satisfaction we will credit you the amount Medicare would have paid for your lift chair mechanism A credit in the amount of $has already been requested and should appear on your credit card in 3-business days In addition, Spinlife is dedicated to making sure our customer service reps provide accurate information and we will educate our staff appropriately In regards to Ohio sales tax If we receive a prescription for your item from your physician and we have this on file, then we can reimburse you the amount you paid in tax I see that on 09/25/we did send the form to you to get filled out by your Doctor Just return that form to us and we will be happy to reimburse you as soon as we receive it It was a pleasure to speak to you today 10/07/regarding this and if you have any further questions, please call, ###-###-####, ext ***, and it would be my pleasure to speak with you Thank you -SpinlIfe-
We apologize for the multiple issues you have encountered with your Vehicle Lift We certainly want to do the best we can to get this fixed for you in a timely manner; understanding how important the Vehicle Lift is for you As you know, SpinLife has dispatched a service tech to install the hand control and evaluate and adjust the elevator bolts on your Vehicle LiftThis will be done at no charge to you We will be in touch with you until we have serviced your unit to your satisfaction Also, due to the significant service delay you experienced, we will be issuing you a credit for one of the previous service calls you paid for Again we are sorry for the lack of communication and responsiveness you experienced with our Service Team SpinLife does not provide ‘roadside’ assistance or extended service contracts on Vehicle Lifts due to the heavy wear and tear that occurs with a Vehicle Lift The warranty cover any parts that need to be replaced during the warranty period; it does not include labor SpinLife is dedicated to prompt and professional customer service and support We appreciate your feedback and we will use it to improve our processes moving forward Thank you for your long term loyalty to SpinLife Thank you [redacted] ***Spinlife.com###-###-####
Good Afternoon: After [redacted] reported to us that she could not test her batteries we discussed her case with the manufacturer Spinlife agreed to replace her batteries and return the old ones without proof that batteries are bad The new batteries were shipped on 09/15/and we told Dr [redacted] that when she receives them, to see if she can find a resource to install them for her or we can send a technician out at a reduced cost to her Please let me know if you have further questions Thank you -SpinLife-
Dear Dr [redacted] [redacted] ,We are very sorry for the lack of follow up you have experienced during the repair process of your chairWe see that a tech has been out to your home for the repair yesterday (10/19) and has suggested a replacementWe have contacted the manufacturer and are working with them to get this resolved for youWe will be back in contact with you shortlyThank you for your patience in this matter,Carla G [redacted] Spinlife Customer Service
It contains incomplete statements regarding the warranty and my case.It doesn't reflect my comments on the warranty extension.Dear SpinLife,Thank you for answering to my complaint.Your proposition to refund me for the one of the service visits and provide me with the another one free of charge sounds very reasonable and useful for meHowever, taking into account the current progress with the repair of my wheelchair lift, at this time, I couldn't admit that my case is solved.Referring to your statement "The warranty cover any parts that need to be replaced during the warranty period; it does not include labor." This is not completeThe correct text of the warranty is available on the SpinLife web site URL:http://www.spinlife.com/Pride-Backpacker-AVP-Inside-Wheelchair-and-Scooter-L...⇄ see the "Warranty" tabIt contains the following: Labor, service calls, shipping and other charges incurred for repair of the product, unless specifically authorized by [redacted] Products Corporation in advance, are excluded.That's why the last time I contacted the SpinLife cust support I suggested them to work together with [redacted] to get the authorized coverage of the labor.Second, I would ask SpinLife to extend the warranty on my lift for all the time (almost months, at this time) when I was not able to use this equipment due to the unreasonably long evaluation and repair process.Sincerely, [redacted]
My understanding per phone conversation with Eric on November 3rd was as follows: The front tie rods and steering assembly would be replaced with new parts.The new wheel assemblies installed, A front wheel alignment would be preformedThe warranty (on the complete scooter ) would be extended to include all down time for this problemThe red rear light lens that fell off would be replacedAnother tech would be handling the service call and he would inspect overall conditioner of scooterincluding both rear wheel bearingsThe wheel bearings exhibit brown metallic dust indicating grease failure Regards, [redacted] ***
I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me. Other than the unit was finally picked up on 8/29/2016 I am awaiting the refund to be released. My bank has put in a provisional credit awaiting the end of this complaint filed against Spin Life. This has been a very long road and would never do it again. Regards, [redacted]
I have placed the answers below in blue Just to add to this we have also agreed to credit the customer 10% or $of the original cost of the scooter for his trouble.Technician went out on 07/after receiving the parts He fixed the unit but it still has more problems and will need additional parts The challenge is most of these parts come from Israel since Afikim does not have a manufacturing plant in the US We are going to credit the customer for his troubles and will continue to follow up with technician and manufacturer to fix his scooter It is currently running and customer is using it but still needs some parts to bring it up to standardPlease let me know if you have any additional questions on this Thank you [redacted] SpinLife.com Phone: ###-###-#### Fax: ###-###-####
Dear Mr [redacted] ,We are so sorry for all trouble and delay with getting your lift chair repairedWe received notice from the tech group that the parts were replaced, the chair was tested and working properly.Thank you,Spinlife Customer Service
Dear Ms [redacted] ,We are very sorry for the trouble you had reaching us regarding your orderThat certainly is not the way Spinlife handles responding to their customer’s needsWe have placed a new order for the vinyl mattress cover and it is expected to arrive to you on Monday 1/Please let us know if there is anything else we can help you withThank you,Spinlife Customer Service
I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me
Mrs [redacted] Spinlife deeply apologizes for the confusion on your order We did investigate the matter and listened to all the callsWe did discover that before you purchased the chair, our sales representative did give you the correct information However we also discovered that inaccurate information was given to you after you purchased your lift chair As a result and because we are dedicated to Customer satisfaction we will credit you the amount Medicare would have paid for your lift chair mechanism A credit in the amount of $has already been requested and should appear on your credit card in 3-business days In addition, Spinlife is dedicated to making sure our customer service reps provide accurate information and we will educate our staff appropriately In regards to Ohio sales tax If we receive a prescription for your item from your physician and we have this on file, then we can reimburse you the amount you paid in tax I see that on 09/25/we did send the form to you to get filled out by your Doctor Just return that form to us and we will be happy to reimburse you as soon as we receive it It was a pleasure to speak to you today 10/07/regarding this and if you have any further questions, please call, ###-###-####, ext ***, and it would be my pleasure to speak with you Thank you -SpinlIfe-
We apologize for the multiple issues you have encountered with your Vehicle Lift We certainly want to do the best we can to get this fixed for you in a timely manner; understanding how important the Vehicle Lift is for you As you know, SpinLife has dispatched a service tech to install the hand control and evaluate and adjust the elevator bolts on your Vehicle LiftThis will be done at no charge to you We will be in touch with you until we have serviced your unit to your satisfaction Also, due to the significant service delay you experienced, we will be issuing you a credit for one of the previous service calls you paid for Again we are sorry for the lack of communication and responsiveness you experienced with our Service Team SpinLife does not provide ‘roadside’ assistance or extended service contracts on Vehicle Lifts due to the heavy wear and tear that occurs with a Vehicle Lift The warranty cover any parts that need to be replaced during the warranty period; it does not include labor SpinLife is dedicated to prompt and professional customer service and support We appreciate your feedback and we will use it to improve our processes moving forward Thank you for your long term loyalty to SpinLife Thank you [redacted] ***Spinlife.com###-###-####
Good Afternoon: After [redacted] reported to us that she could not test her batteries we discussed her case with the manufacturer Spinlife agreed to replace her batteries and return the old ones without proof that batteries are bad The new batteries were shipped on 09/15/and we told Dr [redacted] that when she receives them, to see if she can find a resource to install them for her or we can send a technician out at a reduced cost to her Please let me know if you have further questions Thank you -SpinLife-
Dear Dr [redacted] [redacted] ,We are very sorry for the lack of follow up you have experienced during the repair process of your chairWe see that a tech has been out to your home for the repair yesterday (10/19) and has suggested a replacementWe have contacted the manufacturer and are working with them to get this resolved for youWe will be back in contact with you shortlyThank you for your patience in this matter,Carla G [redacted] Spinlife Customer Service
It contains incomplete statements regarding the warranty and my case.It doesn't reflect my comments on the warranty extension.Dear SpinLife,Thank you for answering to my complaint.Your proposition to refund me for the one of the service visits and provide me with the another one free of charge sounds very reasonable and useful for meHowever, taking into account the current progress with the repair of my wheelchair lift, at this time, I couldn't admit that my case is solved.Referring to your statement "The warranty cover any parts that need to be replaced during the warranty period; it does not include labor." This is not completeThe correct text of the warranty is available on the SpinLife web site URL:http://www.spinlife.com/Pride-Backpacker-AVP-Inside-Wheelchair-and-Scooter-L...⇄ see the "Warranty" tabIt contains the following: Labor, service calls, shipping and other charges incurred for repair of the product, unless specifically authorized by [redacted] Products Corporation in advance, are excluded.That's why the last time I contacted the SpinLife cust support I suggested them to work together with [redacted] to get the authorized coverage of the labor.Second, I would ask SpinLife to extend the warranty on my lift for all the time (almost months, at this time) when I was not able to use this equipment due to the unreasonably long evaluation and repair process.Sincerely, [redacted]