Jay

Oct 15, 2019

Extremely poor customer service and…

Extremely poor customer service and wheelchair, I brought a Krypton R full carbon fibre wheelchair. firstly it arrived 5 weeks late and then when it got here the push rim bolts were driven 2 mm into the metal joints on the push rims causing them to be loose and make a horrible creaking sound. They replaced the rims but the replacement rims had exactly the same issue and tried to claim this was normal until I contact Spinergy (the rim manufacture) who confirmed that this was not the case. After looking over the chair fully they hadn't glass coated the entire chair (which I paid a lot extra for) only around 50% was coated and where there was the glass coating, it was very poorly done as it's all rough and very thin in places and looks awful. With it being so thin in places it will not provide the protection to the frame which I paid for. The carbon joint in the axel has not been glued in fully so when I'm sitting in the wheelchair using it there is movement in the axel where there should be non. They said this is not the case even though there is video proof of this! The bearing in the front left wheel has failed - had it less than 5 weeks - Sunrise are refusing to replace a bearing, a bearing! Not a big ask. The brake mounting holes are drilled in the wrong place on the one side of the frame so the brake doesn't work on that side even with Sunrise adjusting themselves. Their are joints where the carbon fibre hasn't been cut properly and filled in with glue only meaning they have poor strength and will fail early fracturing which will drastically reduce the life of the frame - they claimed this was normal - it defiantly is not do not let them con you. There are fractures in the carbon fibre of the frame where holes have been drilled and fraid fibres to go along - they again claimed this was normal, it is not. This would be caused by either poor carbon fibre braiding or poor training on how to use a drill, whichever it is, it's unacceptable for this price point. This has all been reported to Sunrise Medical and they are stating (even though they sent out a rep to inspect who agreed it needed replacing) that it is only cosmetic and there is no chance they are going to replace even a single part of the chair.. how bad is that. Then they said (even though this being the only wheelchair I own and I cannot walk at all) that they wanted the chair shipped back to Germany for inspection which could take 7 weeks and will NOT under any circumstances supply a temporary chair, this was before I even asked - shows they do not care about you and your disabilities in the slightest. Ableworld the company I purchased it through have taken my side and have sent out there own engineers to make there own assessment of the above and agreed with everything, but Sunrise have told them the exact same that they will be doing nothing and to take the chair off me even if I don't have a spare. Ableworld were disgusted and are going to refund me themselves and fight Sunrise themselves as they have lost faith in there products and so should every one of you until this is addressed and changes are made to the production or the SKU dropped completely like their last failed, carbon fibre chair with very similar issues. Sunrise Medical are not there for you, Sunrise Medical do not care if you cannot walk and rely on the wheelchair you spend your life savings on one of their wheelchairs, and when they don't really want to replace it they attempt to take it away from you to stop me and Ableworld gaining more evidence of the extremely poor manufacturing of their Krypton wheelchairs (this is the second carbon fibre chair Sunrise have released which have had the same issues with the first model which was dropped from the SKU's) If carbon fibre is important to you have a look at the Kuschall K-series line of wheelchairs, they're a better price for the same spec and are of much higher quality. Invacare/Kuschall also will not encourage you to learn to levitate or think it's okay to crawl along the floor for 7 weeks to inspect the wheelchair, completely lack of empathy or knowledge of customer needs in the slightest. Sunrise Medical have technicians in the UK that are able to inspect - but are refusing to let them look over the wheelchair with no reason given. I believe they know that the Krypton line are defective, just don't want to admit this to the public.