Thursday, February 7 2013, 10:51 PM MST
Buying Online: Who Will Honor The Warranty
By Matt Gephardt
Produced by Cindy St. Clair
Edited by Jay Hancock
Photography by Mike Sadowski
(KUTV) Carol Groberg has cerebral palsy which makes it tough to get around. A year ago, Carol found a product that can make life easier: a bath lift.
What it does is let me get down in the tub, Carol said. I can get in the tub myself.
Last February, Carol bought a lift but in less than a year, it stopped working. Luckily the lift came with a three-year warranty. But trying to get that warranty honored, Carol has found herself being bounced around. Carol contacted Amazon.com, the website from which she bought the lift originally, but Amazon told her to call the manufacturer, Drive Medical. Drive Medical pointed the finger back at Amazon, in an email writing, "in order to obtain a replacement," Carol must "notify her original provider."
"It makes me feel like they don't care about the disabled people in the world," Carol said.
Tired of getting the run around, Carol decided to Get Gephardt.
When we called Drive Medical on Carol's behalf, they told us what they had told her: they are a wholesaler and they don't deal with individual customers warranties. However, after our call, they decided to make an exception.
Just like that, Carol is once again able to get herself into and out of her tub. Drive Medical did better than replace the broken part; they sent her a whole new bath lift.
The Seller, Amazon.com, refused to comment for this story saying it is their policy not to comment on individual customer cases.
(Copyright 2013 Sinclair Broadcasting Group)