Motus Medical
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I ordered a Quickie 700M from Motus…
I ordered a Quickie 700M from Motus Medical as Sunlife Medical UK suggested that I contact them. Their salesman had excellent product knowledge about the Quickie range and he impressed me. The chair was delivered in February this year but within days I realised it had a significant fault being that it could not ascend inclines. It was almost 3 weeks before an engineer visited but he failed to identify the fault. A different engineer then came but he too could not identify the fault so took the chair back with him to Stafford. I was loaned a small basic powerchair that was so uncomfortable I used my old wheelchair that the 700M replaced. 5 weeks later the 700M was returned but, incredibly, still with the same fault. I contacted the salesman, having lost faith in the service provided by the service engineers. He identified the problem, obtained 2 replacement motors with lower gearing then he came and fitted them. My chair now climbs inclines, but I have lost the higher speed of 8 mph, being an attractive feature of the 700M. To my dismay another fault soon cropped up that again the engineer could not identify and resolve so he took the chair away with him. After a few days I was informed that the fault had been found. The cause was damage to a switch positioned at the lowest point of the foot plates. It was not pointed out to me at the handover of the chair and is not to be found in the manual, alongside a warning of its vulnerability. I was told that Sunrise Medical would take 10 days to supply another switch but that the chair was working normally. I decided to collect it myself immediately given my discomfort, being a full day away from home with the costs of rail travel and carer assistance at my expense. The new switch arrived but is not needed or fitted. A pal of mine looked at the switch then moved it into a safe position where it cannot be damaged. Motus Medical charged me £450 for this issue. I wrote 4 letters during this period to Nathan Bevan, the Operations Director of Motus Medical. In the letters I explained the impact on my life with the loss of use of my new wheelchair and the consequences on my health using an old knackered and unreliable wheelchair. Quite simply he has offered nothing in compensation for the loss of use of my new chair and for the distress that Motus Mobility has caused me. As Operations Director he clearly prioritises sales but leaves the staff on the repair and maintenance side under resourced and lacking product knowledge. To summarise – in my opinion Motus Medical are very sales orientated but unacceptably poor in terms of repairs and breakdown response.