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Thread: Tilite won't repair my chair!!

  1. #41
    Senior Member Oddity's Avatar
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    I can see your perspective entirely. I've made more than my fair share of stinks around here over commercialization of this sub-forum over the past dozen years (one of the reasons Manufacturers and Vendors exists). I simply know/strongly believe, in this instance, in this thread, that's not what was happening. That's all. I've ALWAYS been one of the first to send a message to Jim, or post publicly, when I think a commercial interest is abusing this site for their own gain. You weren't around for the 'Spam Era', but fighting commercialism was almost a full time job here for several folks for a long time. Mods were swamped! You are 100% correct this sub-forum's value revolves around its lack of commercialization.


    Quote Originally Posted by August West View Post
    It's not my imagination. You have seen people selling products here. That requires them to protect the interests of the manufacturer. Can they protect the interests of the manufacturer and the end user? Sometimes but not always. That's just a fact.

    In this case, I have told TiLite that there is a safety issue and they have ignored it. I had to burn a bridge with one DME because he would not go to bat for me. Why? Because they have to deal with me only once. But they have to deal with TiLite on a daily basis. That encounter cost me a year in dealy. It shouldn't be that way. If I have to burn another one, so be it. Not my preference to burn bridges. You can catch more flies with honey than vinegar. But at some point, it's more about safety than protecting my bridges. I finally found a DME that would go to bat for me. It was a long stressful process. It shouldn't be that way. I have yet to hear someone here with a contact at TiLite say, "Hey that's wrong! If there is a safety issue, they should listen." It shouldn't be that way. Our safety should be a priority. So maybe, just maybe you can see my perspective even if I am coming across too strong for your liking.
    "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

    "Even what those with the greatest reputation for knowing it all claim to understand and defend are but opinions..." -Heraclitus, Fragments

  2. #42
    Senior Member Oddity's Avatar
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    Meanwhile...NW_Will...you call them up yet?

    "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

    "Even what those with the greatest reputation for knowing it all claim to understand and defend are but opinions..." -Heraclitus, Fragments

  3. #43
    Senior Member NW-Will's Avatar
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    Ok ... sorry for the delay. I had some steroid injections in my back, outpatient. The procedure was way harder on my body then I was anticipating, plus some family stuff. And I was optimistically procrastinating, hoping the tilite rep would just call me back and tell me what was going on. I was leaving voicemails pretty much every day!
    Finally I get a call back!

    "The lifetime warranty means 5 years!"

    Tilite are going to take the chair in and look at it... and if they can fix it they will. If the chair was under warranty and they screw up the repair I would get a new frame, but as it's out of warranty they won't repair if they think they'll screw it up.

    I forgot to clarify, what about getting insurance to pay for the repair if it's out of warranty ? Seems to sound like they only do the repairs if it's under warranty!

    Now I wait for another phone call to take the chair back in again!

  4. #44
    Quote Originally Posted by NW-Will View Post
    Ok ... sorry for the delay. I had some steroid injections in my back, outpatient. The procedure was way harder on my body then I was anticipating, plus some family stuff. And I was optimistically procrastinating, hoping the tilite rep would just call me back and tell me what was going on. I was leaving voicemails pretty much every day!
    Finally I get a call back!

    "The lifetime warranty means 5 years!"

    Tilite are going to take the chair in and look at it... and if they can fix it they will. If the chair was under warranty and they screw up the repair I would get a new frame, but as it's out of warranty they won't repair if they think they'll screw it up.

    I forgot to clarify, what about getting insurance to pay for the repair if it's out of warranty ? Seems to sound like they only do the repairs if it's under warranty!

    Now I wait for another phone call to take the chair back in again!
    My first reading of this thread was tonight.
    I had frame break on a powerchair and got same response that 'Lifetime Warranty' on frame was 5 years. Insurance followed suit, lifetime of chair was 5 years and had go through process of getting new powerchair.
    I kept old powerchair and bought a used chair that was same make/model but transferred my seating, etc to it. Made for a great backup chair and plenty good parts besides a broken frame.
    But my original problem was I did not see a pothole in street and chair wheel went into it breaking weld and frame at motor-mount.

  5. #45
    In the least, it would be nice if they gave a discount on a new frame. Too bad, Tilite has gone the way the others did. Their warranty backup was the best in the early days. It's what got them over the hump to succeed. I'm a little disappointed but not surprised.

  6. #46
    Senior Member Oddity's Avatar
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    This sucks.

    Any part of a wheelchair they refuse to sell us, will void the warranty if we mess with, and renders a chair dysfunctional when it fails, needs to be warrantied along with the frame. At the very least it shou,d be serviceable without destroying the frame.

    I call bullspit.
    "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

    "Even what those with the greatest reputation for knowing it all claim to understand and defend are but opinions..." -Heraclitus, Fragments

  7. #47
    Quote Originally Posted by NW-Will View Post
    "The lifetime warranty means 5 years!"
    Is this what your DME told you or what TiLite told you directly?
    From an earlier request for clarification on frame warranty policy from the TiLite contact I suggested you contact: "The warranty extends for the lifetime of the original end user. However, it must be normal wear and tear, not abused." Whether the fork stem is considered part of the frame is something that would need to be inquired about.

  8. #48
    Senior Member Oddity's Avatar
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    I'm left wondering what exactly the 'upside' is, to the end user, of the 'bullit caster housing' design, if it's non-serviceable, can fail, and has a warranty period shorter than the frame? Seems like a poorly engineered solution to a problem that didn't exist: TiLite Engineer, "Hey guys, lets redesign an industry standard component into a Non-servicbale critical component with a short warranty. What could possibly go wrong?!"
    "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

    "Even what those with the greatest reputation for knowing it all claim to understand and defend are but opinions..." -Heraclitus, Fragments

  9. #49
    Quote Originally Posted by Oddity View Post
    I'm left wondering what exactly the 'upside' is, to the end user, of the 'bullit caster housing' design, if it's non-serviceable, can fail, and has a warranty period shorter than the frame? Seems like a poorly engineered solution to a problem that didn't exist: TiLite Engineer, "Hey guys, lets redesign an industry standard component into a Non-servicbale critical component with a short warranty. What could possibly go wrong?!"
    Not only TiLite but your points are well taken.

  10. #50
    Senior Member Oddity's Avatar
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    Quote Originally Posted by stephen212 View Post
    Not only TiLite but your points are well taken.
    Good point: I know Quickie has done a similar thing, with caster barrel redesign (and plenty more I imagine), but the serviceable vs non-serviceable aspects of any given design is where the proverbial 'rubber meets the road'. I applaud and appreciate design innovations, and accept the risk that means sometimes 'better' is a relative term. The TiLite design certainly looks the sleekest of anything else on the market, and style matters!
    "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

    "Even what those with the greatest reputation for knowing it all claim to understand and defend are but opinions..." -Heraclitus, Fragments

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