Service Plan Explainer
In-home service plans for mobility scooters, power wheelchairs, and lift chairs are available at Mobility Scooters Direct. Most of the products that you can purchase on our website come with a complimentary service plan FREE of charge. There are many reasons why this is a critical benefit. First, imagine if you were to purchase a used mobility scooter off of a local classified website or a friend or a neighbor. What happens if just a few days after you purchase it, the unit stops working? You will likely rush to Google and try to find a technician who can fix it. You'll be shocked at what comes next. Did you know that most certified mobility scooter repair technician companies will charge a service call fee of $250.00 on average? This is just to come to your house. Many times, they'll charge additional money for labor, diagnostics, parts, and labor. If you were unlucky, you might end up spending over $500-$700 on a repair. When you combine that with the number of funds you purchased on the unit, you could have potentially bought a brand new mobility scooter, power wheelchair, or lift chair!
What drives this point home is the fact that service plans come included with the vast majority of our products. Be sure to ask your sales representative if a service plan comes standard with your purchase. If you shop at any of our local stores, we have technicians on site who can provide quick repair services covered by your service plan. You will also see the service plan offering on all product pages in the "custom options" section below the color choices. With certain products, you can even opt for an extended service plan to a 2-year or 3-year service plan.
In-Home Service Plans
If you order a scooter, wheelchair, or lift chair on our website that includes a service plan then you most likely will be covered if the unit experiences a malfunction or defect. In some cases, we may decide to send replacement parts instead of approving an in-home service call (i.e. replacing a defective battery charger or scratched body panel that does not require a technician to replace). To get approval for an in-home service call, you will need to first communicate with one of our tech support specialists by phone or email. Can either call our tech support team during regular business hours at (877) 460-1646 or create a help ticket on our help page by clicking here. Once you provide details of the problem, a tech support representative will approve or deny a service request within 24 to 72 hours in most cases. You may be asked to provide photos or video via text or email so that we can better understand the nature of the service request. In some circumstances, service requests may be denied, especially if the request is a result of misuse or improper use of your product. Our goal is to approve service requests to ensure our customers are satisfied, but we must also provide guidelines to ensure that service requests are actually service requests and not requests for training on how to use your product. In some cases, at the discretion of our tech support staff, we may also require that you bring your product to a local service provider instead of approving an in-home visit.
What's Not Covered by a Service Plan?
In order to get the most out of your product, it's crucial that you read your user manual in its entirety before operating your product. Failure to do so may result in injury or death. Failure to follow the instructions in your user manual can also lead to your product getting damaged or breaking down. When you fail to follow the instructions in your user manual, you put yourself at risk of getting denied a service request.
Our goal is to maintain a 5-star rated customer experience. If you look up our customer reviews online, you will see that we stand by our customers and truly care about their satisfaction. This is simply the fine print that we must disclose in order to set clear expectations. Other dealers have very similar policies in place, but the difference is that we have trained tech support representatives who truly care about your experience with us.
Below is a list of some requests that may be denied. There may be other reasons why your service request may be denied and that is at the discretion of our tech support staff.
Any damage that is the result of misuse or abuse as outlined in the product owner’s manual.
Instructional use of the product.
Programming to meet a consumer’s needs.
Adjustments or fittings to meet a consumer’s needs.
Regular wear and tear items, for example, tires, buttons, soiled fabric.
Routine maintenance i.e. scooter making noise when moving.
Shipping damage/mishandling.
Product setup/unboxing/re-box.
Reconditioned product.
Battery or Battery Charger troubleshooting.
Repairs to units that have been modified, repaired, or tampered with by a non-certified technician
Service Plans VS Product Warranty
One important note is to look at the warranty tab on each product you are interested in. The product warranty is not the same as the service plan. Each manufacturer typically offers its own warranty which differs from other manufacturers. Product warranties are often broken up into sections such as the battery warranty, the structural warranty, and the electronics warranty which all have unique coverage periods in most cases. For example, Golden Technologies offers a 1-year battery warranty on SLA batteries and a 2-year warranty on the electronics of most mobility scooters. To find the warranty tab, look at the referenced image above or check the user manual of the product. If you're on our website, each product will have a warranty tab. If you have any specific questions about the warranty information, please give us a call. We'd be happy to get you the answers that you need.
Mobility Direct's Nationwide Service Coverage
Below are the key details of the in-home service plans for mobility scooters, power wheelchairs, and lift chairs:
After working with our valued customers since 2014, we understand that your product is extremely important to your independence and freedom. Many customers rely on their products to help them get around. For this reason, we take service claims very seriously and work our hardest to get a local technician to your residence as quickly as possible. On average, it can take between 3 to 10 business days as the technician must have a clear schedule to see you. If you are in a remote area, it may take longer than 10 business days.
Any parts that a technician deems necessary to replace that are covered under the manufacturer's original warranty will be fully supported by Mobility Direct. If a part happens to fall outside of the warranty, you will be responsible for the cost of the part. Once again, we encourage you to read the warranty tab and ask us any specific questions you have about the warranty.
It is important to note that for the warranties to remain valid, you must use the product as intended. This information can be found in the user manual and easily accessible on nearly every single product on our website. If you scroll down on any product page, you will see the User Manual in large text. See the image below for reference. If you use the product for other purposes, this can void your in-home service plan. For instance, if you try to bring your scooter to a local beach and it gets both saltwater and sand in it, that could void the service contract.
The service contracts are non-transferable. If you sell your product to a new person, the service contract ends. If you move, your service plan is still valid. Be sure to call us to advise us of your new location.
As mentioned previously, if you like the idea of a 1-year in-home service contract you can increase the length of time to 2 or 3 years on select products. Be sure to ask your sales representative for more information about upgrading your service plan.
Disclaimer: Mobility Direct has the right to deny service if a product is contaminated with bodily fluids. Mobility Direct also has the right to deny service to unruly customers that we consider to be violent, and aggressive, or who mistreat our staff through digital communication, verbal or physical means. Service plans are limited to 2 visits per year maximum.