Damaged wheelchair with good service recovery
Had a broken leg and needed a wheelchair, but only as a temporary fix for a 6 week recovery period. I bought one but the footrests were damaged in transit. Mobility sent out new footrests the next day but i reported an issue with fixing them.
Initially I had no solution that ran for a few weeks - I was concerned as that was eating into the few weeks I would anyway need the thing. I had to make other hire arrangements.
Daniel to his credit called and explained his delay was due in part to having to visit his sick mother abroad. We had the opportunity to run through my issue and he promptly agreed refund.
Even without deducting any postal costs - which we would have accepted.
Genuine concern with service seems increasingly rare with companies opting to hide behind the letter of consumer law. I had to press my case, but to Daniel’s credit, once in contact he was willing to listen and be open to a refund once the reason for purchase and circumstances were clear.
We only wanted a hearing and a fair and equitable outcome. Which we received. So we are happy to give a nod to Daniel and his team for that. The fact they did not choose to hide behind a narrow reading of consumer law but did the right thing is something to note.