This service provided by this company is the worst I have ever received for any type of product. I had a stairlift fitted by this company just over 2 years ago, to replace a lift I had had for more than 10 years. Already, I have had to have more engineer call outs to this lift which is still under warranty, than I had in the whole 10 years of my old lift. This time, my lift stopped after starting to move downstairs. Fortunately it had only descended 2 steps. The engineer came out within 2 hours but could not fix it. He said he had to order a new part. I phoned today to find out when the engineer would call back because I am trapped upstairs now until he fixes it. I was told by the lady I spoke to that she would contact the parts dept. and ask them to call me back to advise. After an hour, I phoned again and told the same lady that I hadn’t heard anything, so she put me through to the parts dept direct. The person I spoke to said she didn’t know whether the manufacturer had stock of the part yet and was waiting for them to advise her. I explained that I wasn’t able to leave my bedroom without the lift.She said she would call me back after contacting the manufacturer. After a further 2 hours I phoned again. I was fobbed off again, this time blaming Covid for staff shortages (yeah right)! She showed no empathy at all. I felt really frustrated and burst into tears on the phone. I put the phone down. Eventually she did call me back. She said it would take a couple of days to get the part. So I said I should here by Wednesday then? No, more likely Friday. How is that a couple of days? She said she wouldn’t be able to submit the order now until tomorrow, the manufacturer would probably send it out Wednesday or Thursday, then as soon as they received the part they could contact the engineer to arrange for him to come out again. This is 2021, so how is it that it is taking 2 days before the order is even sent (by carrier pigeon I think) then a further 2 days for the manufacturer to dispatch the order. Why can’t the order be submitted over the phone and confirmed by email if necessary, then the manufacturer dispatch it the same day? Wherever we shop today, we can usually get next day delivery. Some offer same day delivery (Argos)! So I am cooped up in my room for only God knows how long. By the time I get out we will be back in Lockdown. It was bad enough the first time round and I know we have to go through it but I could have been out before the Lockdown deadline. I will be contacting Trading Standards and the disability charities and anyone else I can think of to warn vulnerable people not to touch this company with a barge pole. By the way, this is not an isolated incident. In February this year the same thing happened. At that time though, I had fallen at home and broke my leg, so I couldn’t use the lift and had to have a bed downstairs. It took 2 weeks to get a part on that occasion, but at least I was able to watch tv and be with my husband.
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If you have mobility issues, a quality stairlift can help you regain your independence. We also provide vertical lifts and different hoists to give you complete mobility in your own home. For more details, contact Dolphin Mobility South on 01202669194, 01276856060 for Head Office Surrey and 01617079995 for Manchester for a free no obligation survey. When leaving a review we politely ask you mention which of the branches you have dealt with as we have franchised branches nationwide.See more
