My new wheelchair developed a fault. The manufacturer insisted on checking it — in Poland — and after months of hesitation I shipped it there, just in time for Europe to shut down. Now my old chair, after serving me well for fifteen years, is on its last ‘legs’. What’s a poor boy to do?
Soon after taking delivery of my new GTM Mustang wheelchair, at the beginning of 2019, I noticed that the right-hand front caster was spinning idly above the ground. Just a mil or so and, with me aboard, the problem went away. However, since I feel that having all four wheels touching the ground is not much to ask, I asked (dealer) Cyclone Mobility to investigate. The managing director’s swift reaction was, “We’ll pick the chair up and have a new one made.”
They did indeed pick it up but, a day later, mysteriously pronounced it fixed and sent it straight back. It wasn’t long before the problem reappeared. An engineer came out and fitted some washers but that also proved a temporary solution. Eventually Cyclone got in touch with Warsaw-based GTM Mobil to arrange a replacement frame, but they wanted to look at it first, in Poland.
I couldn’t understand why they could not accept the video evidence I had supplied, clearly indicating the problem. Why would they need it before making a replacement? Did they intend to put it back in the jig and twist it back into shape? Would that guarantee a lifetime of stress-free stability? I didn’t get it.
Over the next six months my relationship with Cyclone became strained. They took ages to respond to my enquiries and, rather than representing a dissatisfied customer against a supplier who was at fault, the MD saw himself as a “man-in-the-middle” who should not take sides. A wheelchair user himself, he didn’t appear to ‘get’ how removing my primary mode of mobility would affect my life. He knew why I had ordered the chair in the first place.
After several false starts and, as we now know, with impeccable timing, I let it go. That very evening, sitting on the sofa with my old chair to one side, i discovered that one of the forks was twisted. Panicking, I grabbed the phone and sent Cyclone an email expressing my frustration, threatening legal action and God knows what else, if they didn’t send it right back. It wasn’t, I admit, my finest hour — I should at least have slept on it. And as Linda pointed out to me, several times, I shouldn’t have let it go at all.
Cyclone responded in a rather hurt manner and I found myself calling to apologise for my outburst. We agreed it should go after all and the MD promised that GTM would give it priority. Last I heard, GTM was running a skeleton operation in Warsaw, no doubt prioritising social-distancing instead of fixing my goddamm chair.
Will I ever see it again? Did I mention it cost two-and-a-half grand? Will GTM and/or Cyclone survive the shutdown? When will my old chair finally collapse? Will Johnny be reduced to bum-shuffling round Sombrero Towers like a street cripple?
Oddly, he is remarkably sanguine about that distinct possibility. After 35 years of this bollox, t’is but a small step. So to speak. But I don’t think much of the customer service.