Pictured above is my 2 1/2 year old Permobil C300 wheelchair.
A week and a half ago I was wheeling along one of London's busier streets when, bam, out of the blue, I found myself lying on my back on a small pedestrian island in the middle of the street. There I was, completely helpless, dazed, confused and at a total loss as to what had just happened. Fortunately, I had my phone in my pocket and as I was struggling to extract it a woman approached to ask if she could pick me up. I should explain that I was still seated on the actual seat part of the chair, it's just that my head was just a couple of inches from the ground and my feet were up in the air. As I was explaining to the lady that I didn't think she would be able to pick me up, a gentleman on a bicycle stopped and, between the two of them they got me and the seat in a semi upright position.
I balanced the seat on the post where it broke off at the base (see picture) and told my good samaritans I would be fine, thanked them and sent them on their way. But I wasn't fine, I was a wreck. I was shaken, felt weak over my entire body as well as nauseous. In short, I was a mess. Fortunately, I had the number of the dealer where I bought the chair on my cell so I called them. At this point it was 4:55 and much to my horror, I got an answering machine. I left a frantic message, giving the wrong address, I realized later, and hung up. In a state of panic, it was now 4:57, I decided to call again and my heart leapt for joy when someone picked up at the other end. I explained my situation and was put through to the service department. Not surprisingly, I could tell from the service person's voice that he wasn't exactly overjoyed to hear my voice. I was told that he could pick up my chair but not me. I asked if he couldn't bring a loner along so he said he'd see what he could do.
Jumping ahead, at 5:30 the service guy arrived with a loner and I made my way home. I had a meeting scheduled at my apartment for six and was concerned that I wouldn't make it on time. To make matters worse, the loner chair was painfully slow, probably about half the speed of my own chair.
I just made it home on time but was not exactly 'there' for the meeting. After everyone left, my nurse and a woman from the dog rescue place arrived and again, my mind was still on the incident. I was still shaky and emotionally upset. The nurse asked if I was okay physically at which point I realized my neck was sore. After they left I took an extra pain killer and finally, being alone, found myself crying and thinking about the last couple of hours. All the scenarios went through my mind. What if the post had snapped in the middle of the busy intersection, what if I'd taken the river trail home, what if my head had hit the pavement...?
Sleep didn't come easy and it took a couple more days before my emotional roller coaster ride levelled off a bit. My shoulders and neck were sore for a couple of days but seem okay now. I still find myself a little short tempered and although I tell everyone I'm fine, I'm not so sure. This incident really shook me up. I guess it made me feel just how vulnerable I am. I am also incensed that something as crucial as a wheelchair should break down like it did. I don't know if I'll ever feel totally confident in my chair again. After all, what's to stop the same thing from happening in a couple of years from now.
I got my chair back in a week along with a $165 bill - emergency service call and two hours labour. I refused to pay so the service person said he would have someone call me. That was 2 1/2 business days ago and I haven't heard anything yet.
In my mind, this never should have happened. Permobil the manufacturer, should take full responsibility for a faulty part and there's no way on earth it should cost me a single penny.
Update: Yet another week later and I got the bill for
$165 in the mail. I have composed a letter which I plan to send off the first of the week. Not happy.
UPDATE:
My physiotherapist from the arthritis society called Motion special tie where I bought the chair and the manager said the bill should never have gone out and that there would be no charge.
Two weeks later I got another bill stamped in red "OVERDUE". I called and, again was told that it was an error and to ignore the bill.
I decided to send my letter* to the Canadian rep for Permobil with a cc to Motion Specialties. Heard nothing from Permobil but the owner of Motion Specialties called and old me that after discussing the matter with head office, they wanted my chair for a day to rectify the problem and hopefully prevent it from happening again.
That's been done and I am happy with the solution.
*
August 7, 2014
Re: Permobil C300 chair problem
Alan Boyd
Permobil
I am writing out of concern for an incident
which happened to me several weeks ago.
As I was wheeling down one of London’s
busier streets during the evening rush hour, I suddenly found myself lying on
my back, on the ground in the middle of a busy intersection. Fortunately this
occurred on one of those little islands in the middle of the street – a couple
of seconds earlier or later and I would have been in real danger of being run
over. After a couple of minutes a couple of pedestrians managed to pick me up
and I was able to half stand half sit while I balanced the seat on the middle
support post which had just snapped off at the base.
I was pretty shaken up by the event but
fortunately was able to contact Motion Specialties who came out and picked up
the chair and provided me with a loaner so I was able to get home.
Furthermore, I was an emotional wreck for
several days after the incident. My nurse arrived shortly after I arrived home
and he was quite concerned about my state. Imagine, if you will, me, lying
there in the middle of a busy intersection at rush hour unable to move or help
myself. I was totally at the mercy of passersby. I was shaking uncontrollably
and could barely think straight imagining what my fate might have been had the
post snapped in the direct line of traffic.
My concern now is twofold. First of all, if
this happened to me, there is a very real possibility of it happening to
someone else if it hasn’t already. And perhaps the next person may not be so
fortunate, either hitting their head on the pavement or being struck by a
vehicle. Secondly, is this going to happen to me again after another two and a
half years? I have to admit that this is a real concern and even now when I go
over a bump I can’t help but see myself falling again.
And so, my hope in writing this letter is
that Permobil will look into this and take the necessary steps to ensure that
it doesn’t happen again.
Thank you for hearing me out.
Sincerely,
Bill Birtch
Cc: Dave Farr, Motion Specialties
Margaret Vaz, Physiotherapist, Arthritis Society
