A Change Of View: Our Bittersweet Xtender Wheels Experience

Okay, was hoping to not write anymore about my husband's Power assist wheels. If you've been following this blog and the coordinated YouTube videos, you too may be tired of hearing about His Quickie Xtender Wheels - the not so good part. At the same time if you are someone who is seeking power assist wheels for your manual wheelchair, you will want to know about what we have discovered since we purchased these wheels to help you know one person's experience, so far any way.
Just yesterday Craig my husband, decided to go talk to some experts about spokes. As you can see it in the last entry about these wheels, he does have a handful of spokes that the manufacturer, Sunrise medical provided. (click here to see the details) . It was then Craig received a letter we assume that came

You can see at about 12 o'clock where the broken spoke is. The head is missing. This is from a while ago. But it keeps happening, we will find out when are dealer replaces the latest broken spokes. Thankfully the technician has been marking inside the wheel where the spokes are being replaced.  Pretty sure he will confirm that the same spokes keep breaking or at least in the same vicinity. This means there is an actual reason not just general wear and tear. Again, since it has been happening since day one and all three sets of wheels, there's no way this is because of General wear and tear.

with the spokes, about how he would have to now replace his own spokes, at his own expense. We want to make sure that it is clear, that we totally understand that parts of a wheelchair wear out. Personally, spokes for both of us have never been an issue. However, there is no doubt based on researching with friends, that Power assist wheels with spokes not just made by Sunrise medical, can have have spoke break more than any regular spoked wheel.   

These where demonstrator wheels that Craig borrowed during the third set of wheels Tapping and having the same problems within a week or so. Noticing a difference in the Quality of the spokes and how they were sitting in and tight. We took a lot of pictures because for some reason, the spoke installation looked a lot neater. You can see it when you look around the hub and compare the photos about with these ones. If you're interested that is.

They also looked stronger and we're not intersecting in vending the same way because all of the other wheels. At the time we foolishly thought that they had taken the conclusions drawn from the problems he was having and fixed the wheels. We actually thought he was going to get to keep the new and improved model. That was when they returned  set number two back. Same spokes, same problems. Sigh!

These are the wheels that came with his new quickie wheelchair. The spokes do  not press against each other. Unfortunately these wheels don't have motors, so as Nice as they look-they're in a closet for emergency backup.

In this case or model, we have concluded that how the spokes are laced or installed are one of the main causes of the ongoing issue. Laced is a new word we recently learned about spokes. To thread the spokes into the appropriate holes so that they can contact and screw into the rim of the wheel, is called to lace the spokes or lacing the spokes. Cool huh! Oh and yes the area that the threaded part of the spokes screw into, (just look at the rim of your bike or wheelchair tire rim to see)  is called the nipple. An odd term, but the proper term. All I can think about it baby bottles, ha ha.
Spoke Quality
So Craig spoke, pardon the pun, to a bicycle shop yesterday. Initially since his wheels are no longer under warranty, we were hoping they could replace another

They really are great wheels when 

we don't have to worry about broken spokes. 

three broken spokes using the ones Sunrise provided. Turns out the bike shop can't, because of the specialty hubs and all that fun stuff. Our dealer is great but busy. We were hoping to spare them from having to do it again. The rate of breakage is about one or two month, since it is ongoing and we hate to have to keep bothering them about it. Even though it isn't my husband's fault, it isn't the dealer's either.
However, he was able to get good advice from this spoke expert. He informed Craig that the spokes he had were not good quality- that they were made in China. Apparently the best spokes come from Switzerland.
Torque
As well, this fellow and the motorcycle shop he stopped into next, (a biker who also is a spoke expert) also agreed about spokes origin and quality and about Switzerland.
And, he too agreed that it was the torque on the wheels from the motors, made by Yamaha, helping to cause the breakages. That is just one other reason. In our opinion (and we will keep investigating), the whole overlapping, with bending pressure and yes, maybe the quality are the main reasons he has had issues with spokes since month one.
Design
 Oh and yes, I forgot to mention, since the last spoke post, whena couple were replaced, three more broken spokes! And yes, as we shared a long time ago, the same spokes in the same general area and that same outer row, keep breaking- only 2-3, never more.
Just go see this blog for that whole explanation (click here). We believe that even if Switzerland's spokes are as strong as what,  titanium? That spokes from China would be fine perhaps, if the design/ layout was better. If it was quality, then why doesn't any other spokes break?

But, when you look at those wheel spokes and see how they bend ever so slightly where they intersect, no spokes should be bending at all. It is only 1, 2 or three on the outer row. And actually if you look at the hub/Spoke pictures you can see that there are overlapping spokes on each half of the wheel hub. So even the underside of the wheel (the part that faces underneath Craig's seat) has overlapping spokes as well, yet zero of them have broken ever, so far.

It is just been so frustrating that the company that makes the wheels doesn't see the design flaw or at least talk to Craig about it. It only makes sense that the problem is the way the spokes are laced. That outer row in most of the spokes, are pressing too hard on the intersecting spoke. Okay, I will stop analyzing the spokes.

Craig's Change of Heart
Again, if you have been following this saga, you will know that Craig and I have agreed to disagree on recommending these wheels. No doubt, we both concur that when the spokes are intact, they're wonderful for Craig's shoulders and mobility. They are a wonderful assistive device. He can even get up hills that he couldn't before. So of course we would recommend them wholeheartedly, Power assist wheels for anyone in need of them.
But, since Craig has patiently waited and endured this repetitive problem with no contact since last year (other than the recent letter"Cutting him off" spoke replacement last month) to try to resolve the problem, even he can now no longer recommend the Xtender wheels with a clear conscience, to anyone, at this point. Of course, if the company would address the actual issue, making the proper changes to help the spoke layout work better and perhaps even provide the strongest spokes possible if that is part of the reason, then he would happily change his mind.
Not to mention acknowledging that even though they told him, he is the only one to have ongoing spoke breakage, he is not. Why must they say that when it is not the case? Disappointing.

But for now, I thought it important to share that even Craig, one of the biggest quickie Xtender power assist wheel endorsers - even through hard times, MAINTAINING A POSITIVE attitude about it all, can no longer recommend them based on the overall experience and where things are at right now. He even recommended them so enthusiastically in the beginning, that he knows of one or two folks who actually bought them!

Wanting my husband to get better care from the manufacturer, I do what I do, which is writing letters, documenting information by keeping blogs and making videos - in attempt to provide information to the people having similar problems (as one YouTube Commenter told us), researching specific products and issues,  as well as, being a resource, providing information for the company to help them improve their products and yes, ultimately to help my husband to hopefully have the best experience he can with their product.

Below I'm attaching a letter that I'm sending to wherever I can find addresses for Sunrise, as one last attempt at trying to get the company to listen and at least consider making the needed changes so that the wheels will be all that they were meant to be and to hopefully at least take Craig's experience seriously.

He keeps getting told that spokes break and they need to be replaced. But they keep forgetting, that spokes  even breaking since month number one, not just in one pair of wheels, but in all three - is not wear and tear.
What do you do for a customer who buys a product that obviously has some issue in part of it's design based on what is happening all along, but then later after the warranties over, they tell you basically, sorry, you are on your own. What are we to do? This is the best I can come up with.

Enough venting. Thanks for stopping by. Hope this helps someone. 

The letter I'm sending is attached below. Many of the sites need the letter to be under 500 characters, so I'm sending it through this method. Feel free to read it if you want. Obviously our experience has been a very public one, hoping to help others as well as the company.

Have a great day!
😀
The Letter 
 Hello. I am not sure where to go, so I am planning on sharing this letter with blog/video links to my husband's ongoing troubles with Quickie Xtender wheels from Sunrise Medical, to wherever I can find a contact, who hopefully can provide answers. We have known what Sunrise's mission and values are as read here: http://www.sunrisemedical.ca/about-sunrise/mission-values
We live in Canada and have appeared to have exasperated our Sunrise Medical division because in the end, my husband was not treated the way this site states.

Leary about contacting our country's division, based on the not so great overall experience we had when being contacted last year by their representative and how it has concluded, I am trying everywhere I can. (Please know our vendor has done the best they can- it is out of their hands) In fact, it took a lot to finally get that someone from Sunrise Canada to reach us last year.

I am hoping and praying that there is someone, somewhere at Quickie or Sunrise somewhere, who can contact us about the bittersweet experience my husband has had regarding his Xtender wheels and help my husband instead of Canada's Sunrise putting a proverbially bandaid on a big wound - by just sending and now- no longer sending, replacement spokes. If this is not the place to send this, then please pass this on to anyone who may help.

Yes, his wheels are no longer under warranty, but since month one, he has never been without the broken spoke issue. A very specific issue. Of course we are aware that spokes and such wear and we must cover the cost, but what about if the trouble was never dealt with at all - other than sending some spare spokes (that just keep breaking). Now leaving him with no solutions at all and now not even spoke replacement coverage.  What is the story?....

We know why they are breaking, but nothing has ever been listened to or changed to correct the problem. Now having  Sunrise recently send a letter to him via our vendor, with no concern for this never ending issue,  inform him, that they will no longer provide the spoke replacements and offering no answers or solutions to the very original problem that began from basically month one, he can no longer, with a clear conscience, recommend these wheels. Personally, it is as if they just sent a package of spokes to appease him, and after enough time lapsed, they ceased all "care" for his situation. Maybe not true, but that is how it feels after all this time.

Here are more details about all that has happened from the beginning: http://walkingwayoverrated.blogspot.ca/2017/03/quickieyamaha-xtender-power-assist.html

We documented everything and  later trusted they would fix the reason.  It has never been his fault so why has he been stuck with a product that just does not work right - but could if the company would see what is really happening and correct it?
Why did Sunrise replace his wheels three times in the beginning (only after we publicly shared information ) and then return the second set, with no changes to stop the ongoing problem? It was never the motors, it has always been the spokes. The outer row of spokes to be specific. NO OTHER ONES ever break! We covered all that in our videos and blogs to help them see.

As stated in the collection of blogs and videos we made to initially document, what was happening- we were hoping to record the sounds and details to make information available to Sunrise and Quickie to hopefully help solve the problem, the issue has not been satisfactorily dealt with.

Why is Sunrise not providing the best spoke layout possible or redesigning the layout so the out spokes are no longer bending where they intersect? Why isn't Sunrise getting the best quality spokes from Switzerland instead of China. Desperate to seek out experts on spokes, now that he is no longer under warranty- he consulted with two spoke experts not our dealer. Both men told him that the spokes he has are made in China and are substandard to the best kind, made in Switzerland.  They can not help my husband anyway because of the hub on his wheels.
But it was an eye opener to confirm what we already feared. Not just a spoke layout that needs to be redesigned to help avoid so much breakage, but spokes (like our dealer said a year or so ago, the spokes just kept breaking)

So without changing the spoke quality and the way they are laced/installed - replacing spokes or not, does not solve the problem anyway.

Final note: We do not understand why my husband was told that no one else has had breaking spoke issues from basically day one, when that is not true. We were told by a technician that he is not the only person with this issue. As well, on one of our videos on YouTube about the issue we were told by an Xtender customer that their wheels were replaced because of the spokes! Clearly he is not the only one with this issue.
And the reasons make sense!

Things have not improved and the spoke design/layout and or quality remains unchanged.

I am sorry, but I am disheartened by what appears to be a lack of concern for my for my husband's wheels. He deserves to be taken care of like the rep told us he would be last year. Not to mention, I too trusted that Sunrise would take care of him...

Thank you for your time.
Respectfully,
XXXXXXX 

Quickie/Yamaha Xtender Power Assist Wheel Issues- An Update And A Review

The Spoke Saga Continues:
To anyone who was following the Xtender Power Assist Wheel journey, more like a saga, you know all this. If not and/or to refresh memories - details (lots of them) can be found when you click here this search link on our blog or search Xtender Wheels and Sunrise Medical there too.
Since week one or so, even though my husband loved these wheels in principle, because of the freedom he now had to move with great ease, up hills and to ease the stress on his torn rotor cuffs, (a common health issue for chronic wheelchair users). It was so nice to see him happy and free! I use a full power chair so I could totally relate to that sense of freedom! (I can picture Mel Gibson yelling FREEDOM! just before he dies!) okay, maybe not the best illustration, but you get the idea!

Well, instead of repeating all the details, please just check out all the Xtender blog articles here at WWO, most have corresponding videos. All along, I just wanted to video and visually record the sounds and details, hoping to help Sunrise/Quickie/Yamaha (Yamaha still makes the motors as for as we know) to try to figure out what was wrong. It has been outstandingly clear, to us and some others, that the issue is poor spoke layout/installation/design/quality, but they do not seem to want to acknowledge it to us anyway, and correct the installation/design so it won't keep happening. Yes, they replaced the spokes, the wheels....read the links for details. But it is still happening.
We have asked the opinion of spoke experts and it is clear to all of us that where the spokes intersect, the outside row of spokes are almost all, ever so slightly,bent ,because they are pushing so hard against the underneath row of spokes.

My first manual chair- never had broken spokes.

As a wheelchair user, that had spokes for about under 15 years, back when I was younger, never did I have problems Breaking spokes. Yes, I had to tighten them every now and then when I did my wheelchair maintenance, but that was it. Craig himself in over 30 years of wheelchair use, also never had any problem with spokes breaking. Only once when there was an actual recall on a quickie manual chair model. So we know that spokes for daily, regular use, spokes should not just be Breaking. Not at this rate, that is for sure.

It is so frustrating because it seems obvious what is wrong with their design.
Even more frustrating when you're told that no one else Is having the problems that you are ,with the Quickie Xtender power assist wheels. And yet we have heard that others have, including a comment on one of our videos about it. We know he is not alone.

Of course we know normal wear and tear can happen. But this chair didn't even get a chance to undergo normal wear and tear before the clicking and breaking happened and STILL is!

Needless to say, we shared all that was going on from day one. Past experience told me this would be wise. Of course if I had received contact from the manufacturer much sooner, depending on how they handled it, I wouldn't have felt the need to make sure all the negative parts weren't documented. There wouldn't have been a need to.

It was disconcerting because my husband paid a decent amount of money for a very useful mobility aid and we wanted them to work and to last.
He was recommending them from day one. Even when the early troubles began. I told him he should wait, but he believed all would be well and taken care of. He is way more optimistic than me. He was just soooo happy because of how easy it made his life. He deals with chronic pain daily. But because we didn't receive any responses at that time, from Sunrise and the other contact places I tried, lack of trust increased. So I decided to make an attempt reaching Sunrise through the Quickie Twitter contact page. (again, all of this has been documented if you want to see/watch) It worked! It was great to actually have someone answer questions and trying to help us.

They did the best they could by asking the right contacts they had. But clearly, they were limited in what they could do, at times they had to break not so good news to us. Such as, if my husband weighed 250 pounds or more, then the warranty would not count at all. Thankfully, he did not, nor does he weigh that amount. But, the fact that no one even asked Craig or told him prior to his purchase, it was quite a frustration to know that if he happened to weigh that limit, he would have no hope to fix his brand new expensive wheels. Would never have bought them.
Thankfully, he officially proved he was under that number, but nevertheless, just frustrating at hearing surprises like this. Not the Twitter person's fault.

However, after all that, since Sunrise did replace Craig's wheels each time (during the next period- until last spring) the clicking/spoke issue arose (always within a very short time the sound would commence), right up until the third replacement pair - and sadly, even the third pair began clicking with spokes breaking. Didn't take long.

Needless to say, the second I hear clicking from his wheel, my heart and anxiety rises....it has caused a lot of stress and unless something changes, will continue to do so.

At some point in time back then, we received a phone call from a rep from Sunrise who basically

asked me to refrain from blogging/vlogging about what was happening. Saying, they wanted a chance to take care of my husband before I did anymore blogging/vlogging. They seemed rather bothered by the public sharing of our experience.
Because of the nature of this whole blog, I record experiences and want to share our life for a purpose. She seemed to have no regard for the fact that, as I had recorded publicly, that I did try to reach them first, but never heard back, not until the Quickie Twitter contact responded. All very frustrating. Of course, we didn't want to have to share the negative parts of our experience, we had no choice. We felt morally obligated, to be honest, not just so others interested in this product would know, but to get what we paid for, trying to help them have as much information as the manufacturer might need to help.
I tried to refrain as long as I could, but the clicking/spoke issue continued. After the conversation with her, for a while, we did shared that Sunrise was offering good customer service.

Here we are today, one year later (almost).

When he was on his third replacement pair (same clicking/breaking spoke issues) the demo chair he got to use for a bit after the third set acted up. We were so impressed, we took pictures and sent it to

the lady that had called us, saying we were glad to see the improvements. We thought they had figured it out based on his ongoing wheel issues and our postings of recorded noises, that all would be cured. (click here for that article and the comparisons) The photos show how much better quality these spokes were installed, they even looked stronger, they just seemed all round improved. Click that link to see. We were really hoping almost assuming, that since even the 3rd pair of replacement wheels had the exact same issues, they would give him these demo wheels. It would make sense after all he had gone through, and they looked fixed. But sadly, nope. They quickly sent back to him wheel set number two, saying they changed out the motors, nothing else. Motors were obviously, not the problem, not sure why. They never said if there even was a motor issue. It was all spoke issues!

How do we know? Yup, in no time....the spokes began to click indicating a break. Darn! And the spoke overlap/bending issue had not changed at all. And now, here we are almost a year later since the second set were returned back (after going through three sets of wheels and a demo). But sadly, as you can see in the article/video history, just when we hoped all was a go, another spoke or two would break. (Click here, and here and here )

Well, based on a letter Craig just received with a pack of replacement spokes sent to the dealer. No personal direct contact since that period last year. And after seeing this morning, comments and thoughts from some who have inquired about Xtender wheels...I thought it best to write this update.
The long and short of this saga is, In the end, this Xtender experience, didn't conclude with any satisfactory results. Overlapping/outside spokes are still forcing down, causing bending and the heads, not sitting flush and sitting proper. (Not like that demo pair!) Just waiting for the next click, click....

Newest Update:
Last year, originally, Sunrise had sent a pack of 36 spokes (really it works out to 18, because every time the spokes are replaced, we were told they need to take out the over and underlapping spoke

(hence the reason for long and short spokes) because one is bent. We knew that!!
But like I said before, the dealer said while trying to replace the first few broken spokes last year (on I believe wheel set number 3) he said the spokes were breaking as they tried to replace them! So, we assumed they were, as suspected, faulty spokes, so the dealer would return them and Sunrise would replace them.

Just read this first: I am recording from the pertinent parts,

"Dear Craig,

I hope this finds you well, active and enjoying your Quickie products.

The warranty on spokes for the wheels for the quickie Xtender is coverage for one year against manufacturing defects. Last April we sent a set of 36 spokes (18 long 18 short) to your dealer for you. We have now received another request for more spokes since those are all gone.

SIDE NOTE: my husband never even had half of these original 36 spokes put on his

Xtenders. The dealer said he sent them all back! Why don't they know that? There were about maybe five or six spokes replaced somehow, prior to recently receiving this bunch, - even if did send 36 a second time - after the dudd spokes were returned, there still remains half or more of that other spoke set that Craig never saw but do not exist) Why didn't they count the spokes that were breaking as they tried to install them? All too confusing. We feel bad for the dealer in all this. They just want it to all be right too.

Why don't they try to do something about the ongoing spoke issue that could improve the quality and installation design, so the problem would decrease and give that improved set to my husband??

Back to the letter: "no other user of the quickie extender is experiencing this level of breakage with their spokes so we are at a loss to understand why this continues to happen. As a show of support, we are sending one last set of 36 spokes to the dealer to be used as needed on your chair. Once the these are gone, additional replacement spokes will need to be purchased."

This letter actually stirred up anger in my heart. After everything that has happened since day one, they kind of are implying they are doing him a kindness. It is as if they do not know all that has happened and has not been addressed. It was bad enough receiving the phone call from Sunrise's rep last year , expressing her displeasure at my blogging about the topic asking me to stop. (not forever) In noway was I slandering anyone, just being objective, open and honest. But nothing changed with the spoke issue/design/construction....Argh! And he is not the only one who has had this hapen. Why three different sets in a row? All the same issues. Not just one pair.

So sad for my husband to have to deal with this.

The Shocker Is...
When I ask Craig, he STILL totally recommends the Quickie Xtender Power Assist Wheels. Not to

mention, he still loves and supports the Quickie 2 manual chair because he has had not issues with them at all. He is a Quickie devoted fan, if only the Sunrise people would help him with new and "fixed" Xtenders. But, oh well. He and I agree to disagree.

So if you read and watch all the info we have, you can make your own conclusions. My husband is a dear man who deserves to enjoy his life with minimal need of wheelchair repair. But that is out of my hands. I am happy that inspite of all this, he is still a big Xtender fan. He is a bigger "man" than I am.

CRAIG'S QUCKIE XTENDER WHEELS UPDATE: Good News Today!

Could it Be True?!

It's April 28, 2016 and just as we mentioned a few days ago, Sunrise Medical returned Craig's 2nd set of Xtender wheels yesterday morning - motors replaced and checked over, we were told, they are now reinstalled. Upon arrival of the wheels, we inspected them, the dealer and technician who installed them, looked too and the spokes do look pretty good. Not at all like the last 3rd set did. More than just us said the spokes were clearly improperly installed, which was a relief to know. Just hope the manufacturer sees the problem. Then no one in the future will have the same issue Craig did.


Here is the video Below for that previous article on what happened

As of now, Craig has officially been using them again, for about 30 hours, except for sleeping, and so far, so good!! No clicking. And we were concerned because the Sunrise contact who reached us a few weeks ago, said the motors were replaced  on Craig's 2nd set and everything else was checked over. and fine, no mention of the spokes. So yay,
No clicking SO Far!. Could it be true? Is it gone for ever, or until actual time wears out his wheels? We've been here before, and then....well, let's pray this is it. After all the replacements and such, we'll do what is right... trust God!
Just A Few Thoughts...
Sorry, I just need to keep it real and share a few thoughts and questions.
I'm wondering why they would change the motors when there was nothing wrong with them that we could tell. Based on what Craig had experienced, it made no sense.
Because the Sunrise contact never mentioned the spokes or clicking issue, the very reason for the clicking, changing just the motors doesn't compute. But that's just my brain. In our opinion, in all 3 sets, the 3rd set for sure, broken. faulty installation of them was the issue for sure. (See the last few "Spoke Too Soon" articles). We are a tad nervous about trusting that that sound won't come back. When the troubles started, we recorded everything, to document it, but also so those technicians and even our dealer near by, could hopefully see and hear the problem and then it might help them all to problem solve.
It's why everything from day one,was documented, especially that super happy first day of using his awesome new PA Wheels!! A great day! All documented, for those reasons and as a scrap book sort of for us, friends, family and anyone else interested in these wheels. Sharing with others we know and even those we don't know. Thinking they may inspire others to get them or recommend them to people they care about.
Glad we have it all documented.

Craig BEFORE Xtender Wheels. Now, he can do hills and ramps like a breeze!

Warranties??
Even though the warranty runs out from the first day, Craig got the very first pair installed - meaning, May 20, 2016! That's only in three weeks!
We've asked these kinds of questions to those places involved, but so far no answers. So I have to put this out "there..." Would someone, please explain to us, why his warranty would be all over based on wheel set number one, even though up until April 2016, he has been having the same problem after problem. It makes no sense... Right?
And then a few weeks ago, after waiting and waiting to find out what Sunrise was going to do with Craig's breaking spokes/faulty spoke installation. We were told the spokes were considered a wear and tear item (by our Twitter Quickie Sunrise person, who always tried to get the answers for us), we suddenly found out that  because of that, they aren't covered under warranty. But that Sunrise was  making an exception for Craig by sending 36 replacement spokes, for him to keep once the others were replaced, for future use.
 I asked them to find out  how the company, can say that to Craig, when he discovered broken spokes on day one of using them, and then what about the 3 more that broke within days and weeks? No, he didn't get to wear and tear down the spokes. How can ones that are faulty from the beginning, be considered a wear and tear problem?? Discouraging. No answers have come so far about these questions.
Sorry, I know all is fine at this moment, it's just going to take some time to trust that he will be keeping wheels that he paid for, assuming they will finally work well for more than a week or a whole year at least.
Yes, I can be an over thinker. It's just after all I have witnessed and written about, it is a challenge to just trust that all of a sudden it will stay silent, spokes staying true and strong.
I am sure all will be swell. :o) Good thing, I held back far more thoughts and questions, than I actually have, assuming it wasn't wise to just pour it all out there if it won't help Craig.
Quickie 2 Quality History
Like we said before, he has a Quickie 2 wheelchair that is seven years old and no spoke has ever broken or bent, none! Including his previous 3 other Quickie 2's! Except when once, there was a hub recall, a recall! Something that maybe, should have been done with this particular series of Xtender wheels. Just a thought, Maybe there has been, we'll find out in time I suppose. Sunrise sounded like they wanted to take care of things.  We'll trust that. So far so good.
It is why, like we mentioned before, he is getting the paper work ready (the salesperson is) to purchase his 5th QUICKIE 2 wheelchair that he can install these Xtender wheels onto. Quickie 2 chairs are sturdy and this one lasted him 8 years!Xt

Communication And Word Of Mouth
Communication, is so valuable to customer service with a company, they know that.  When a customer makes a purchase, especially something that impacts your daily life, trust in that product and the company that makes it and sells it,  is critical. If any questions or concerns arise about it and no one at the company seems to be listening to the customer, or communicates with you about it, that can cause some stress and fear. And if nothing changes, the anxiety snow balls along with fear of being stuck with a product that is faulty. Thankfully we believe this experience will end well.

But we have to be open and forthright with people who ask us about how things have gone. We don't know about you, but when someone wants your opinion on a device or product that they are interested in, that you own, you take your words seriously.
We are both VERY influenced by the advice and feedback of others. We have bought many products over life, because of what we discovered through research and the words of those we trust. Especially others like us. If a fellow wheelchair user has good things to say about say, their wheels, then we would be sold on their brand. Just like Craig's positive, raving words about his Xtender wheels actually have had people buying the same ones. Recently another friend mentioned that they suggested to a friend, they need Power Assist wheels. We had to tell them about our experience, but we both definitely say P.A. wheels are a valuable device to help anyone who is wanting to avoid long term pushing injuries. Or like Craig, get relief from injuries already sustained from half of a life, of using a manual chair.

If something happens to you regarding a product you have bought from any where, disability related or not, we do contact the social media site for the company. We assumed when we did it, it was the right thing to do because that's when we heard something back quickly. They were wonderful and made out experience the best it could have been. The source company in the beginning, didn't responded to our first emails and calls, but since Social media for us got answers and consistent communication, we figured that must be the way to reach the source company. It helped a lot.
 to get  help and reassurance.
Thanks again to the work done through whoever is on the receiving end  Quickie Twitter feed. Otherwise, the attempts at communication...well, let's not keep looking back. What matters is how this all ends!
Of course our experience is just one out of many. Always research well. Don't go by one experience, that's up to you of course. We only can say the good with the not so good. Because I am truly exhausted trying to cover so many details,writing and making video, not wanting to miss anything incase it will help Craig and the companies problem solve or take action, and I am going to stop now, assuming all will be okay. And because the Bible talks about pushing ahead and not looking back, since Craig seems "taken care of" at this moment,  my intent is to abide by that. To be quiet on the Xtender wheel warranty/clicking topic. Of course that is assuming all stays quiet and working well.

Sharing the great times and other thoughts, will still happen at any time, because that is always more fun to do!! Besides, that's my husband, happy and positive.

All I know is as of this moment, if we don't look back....Craig is out there in the world right now shopping. Using these super useful assist wheels that make his life  much easier!


I saw a Quickie/Sunrise Video on YouTube and the representative said that Sunrise is totally into using customer input and such. Take a look below:

Questions? Experiences? We'd love to hear from you. Comment below. 

CRAIG'S QUICKIE XTENDER WHEELS - What's New As Of Right Now With Craig's Xtender Wheels....

Watch The Video right below- What's New As Of Right Now With Craig's Xtender Wheels....

So far, Sunrise Medical/Quickie, has been doing pretty well in addressing the ongoing troubles Craig has had with all three sets of Xtender wheels. The best communication has been my exchanges with Quickie's Twitter site. It has helped a lot to know that I have someone I can communicate with when I have questions or concerns. We did receive our first personal communication from someone at Sunrise Medical a couple of weeks ago, outside of Twitter. And we want to say that our intent in documenting everything about Craig's Xtender experience publicly, was never intended to say anything negative about any of the companies involved with these wheels. If we presented anything that way, please know we didn't mean to.

What's New?
To know the history, you would need to check out the Xtender Wheel articles on this blog. So I don't sound repetitive, I will say what's new. Watch the video above, that pretty much covers the last two weeks. ....like I said just look back at the articles. Sunrise Quickie sent a set of replacement spokes. On April 15th, 2016 the dealer tried to replace the broken ones but they just kept breaking. (The night before, a 3rd spoke just snapped in the exact same way.) So, Craig was given the demo pair of wheels by the dealer.  As you will see in the above video, the demo wheels looked like improvements had been made to the spoke installation and quality. All a good thing.

I was hoping that he might then get this new and improved set of wheels or his would be made to be like these ones, minus then rubber coated hand rims. .n fact the whole two weeks that he had the demo pair, there was no clicking. When he first tried a demo pair almost 2 years ago, for two whole weeks, there was no clicking either. All has been perfect with demo wheels. Makes sense, because it's clear how the spokes are crossed over in a better way and are more flush in the hub, looking much better. We let the companies involved, including the dealer know about the improvements and how we assumed Craig would be getting the improvements.
Well, no so far...
We were told a couple of days ago that Sunrise replaced the motors in set number two and there was no clicking when they checked them over, that all looks and sounds good.  We pray that they are right and all will be well. We are concerned that nothing was mentioned about spokes. But, we will trust that Sunrise has it taken care of.

Stay Tuned.
Hopefully, our next article will be another "Woo Hoo!" all is working and quiet!increased his pain. So even though we are not sure how all this will end up, he loves using P.A. wheels.

CRAIG NEEDS NEW LEGS! Thus Begins Part One of The Quickie 2 Adventure!

Watch The Video Above...
If you have read/watched any of our articles and videos on Walking, Way Overrated,  you know that my husband Craig has used a manual wheelchair for almost 30 years and I have used a power chair since I was about seventeen, my first manual chair, an old Everest and Jennings, Lilac colour upholstery one, when I was about eight or so. I am fifty now, you do the math :o)
Needless to say, we have a pretty good grasp on wheelchairs, what's available, what works for folks with needs similar to ours and such.
 Of course, we can only speak from our experiences and what we have witnessed over these many years, with our fellow users, of wheelchairs.

In Need Of New "Legs"

In our province, we are blessed with a program funded by the Ministry of Health, called the Assistive Devices Program. As mentioned in a previous article, they help fund 75% of wheelchairs, manual and power, every five years. As well, one of the other most important pieces of equipment that has to go with every wheelchair...the seat cushion. It can not be just any cushion. The proper seat cushion is meant to support the areas of our fanny that has the most pressure points. The purpose is not just comfort, but, to avoid horrible health events, like pressure sores. Look up pressure sores or pressure ulcers and you will take your cushion type VERY seriously.
Thank You Lord, that because Craig and I have feeling, we are able to make sure our backsides are well supported. We will talk more about cushion types, uses, prices and all that along this Quickie 2 Adventure, in the future. Just do not ever rely on the cheap "come with" piece of foam, that is sent along with some wheelchair purchases. Yes, they are fine if you are say my mom, who had brittle bones from osteoporosis and the chemo, who then fell,  and shattered her ankle and needed surgery and a cast and a wheelchair, for short sitting stints. She seemed fine, but if she had to permanently use a wheelchair, she definitely would have required a medical quality wheelchair cushion.
Back to Craig's New Legs...
Step #1: Seating Assessment: 
As I just mentioned, we are blessed with being eligible to get new wheelchairs every five years. In Craig's case, he has actually been using his for seven years. Mine, is about nine to ten years old. My  new "legs" adventure, may begin next year. For now, it's Craig's turn...
As we have been covering for almost a year, because of Craig's long term using of his wheelchair, he has rotator/shoulder problems. It happens when your arms are your "legs" for long periods of time. So, he was blessed with being able to purchase the Quickie Xtender Power Assist Wheels. Want to learn more about that adventure, click here and for updates through the year, click here.)

If you are interested in hearing more about the beginning steps to getting a new wheelchair in our province, watch the video we made above. Starring the man of the hour, my husband Craig :o)

We'd love to hear if you have any questions or comments, ideas and tips. Write them down below! Subscribe if you don't want to miss the next article/blog/vlog!!

Just wanted to share the wonderful experience Craig had on his first day when he got his new Xtender Wheels, powered by Yamaha. Next week I will have more information to share updates on all that has been happening. 

CRAIG'S QUICKIE XTENDER WHEELS- Spoke Too Soon Continued Pt #3

April 23, 2016
UPDATE:
We have been waiting to share what has happened since April 15th and now we can. A week ago when they took Craig's wheels into replace the spokes, April 15th, the new spokes that were sent just kept breaking even when they tightened them only a little. Not to mention the night before servicing, a 3rd spoke snapped off in the same spot!
Needless to say, I will be writing a full new article about how the demo wheels he was given to use temporarily, clearly have been improved regarding spoke installation and have not clicked the whole first week of use.
More on all that in the next Spoke Too Soon Article #4 

April 14, 2016 
GOOD NEWS UPDATE: Just now, an hour or so from writing this post, the Quickie folks said the spokes were shipped yesterday and should arrive tomorrow. They said they are still waiting for answers to our other questions. We feel bad for the person answering my lengthy messages!

Okay, it is now April 13, 2016. We are still waiting for some "action" on Craig's Xtender Wheels. It has taken longer to get responses from Quickie/Sunrise, it seems. We want to give them the benefit of the doubt. From what we understand, they had to contact the manufacturer and engineer. We do not know who that is. We now have been told that the spokes are not covered under warranty because they are a wear and tear parts. But, they said, an accommodation is being made. I will paste exactly what they said in their twitter message so I don't misrepresent anyone. (Whoever is responding for Quickie's social media,  the person we have been in communication with via  has been helpful and friendly.  it's out of their hands)
From: April 5, 2016
"Hi Anita and Craig, we apologize for the delay but had to consult with the manufacturer and engineering. Sunrise Medical has been able to source the spokes needed for this particular Xtender wheel. We will order some at N/C and send them to #### to use in the repair of the broken spokes. The remainder should be given to Craig for future needs. This is a one-time accommodation since "wear and tear" items and consumables are not covered under warranty. Hope this helps!"

What is frustrating is that Craig hasn't had any of the three pairs of wheels long enough to give them any wear and tear. In fact, it was the third pair, where the clicking happened again almost right away and he discovered the first semi broken spoke. It was repaired and then in only 2-3 months, two spokes broke completely and are hanging on literally, but the bend in the tip. So as thankful as we are that they are making an exception, providing new spokes, it wasn't his fault to begin with. Why would they even tell us that in light of all the clicking and spoke discovery. It tends to make you feel like you need to plead your case even though whoever made the wheels is at fault or is responsible. My husband doesn't exceed the weight limit. We found out when the problems happened, that there is a 250 pound weight limit on these wheels. My husband is 5'11" and isn't small. But thankfully, he weighs under that by more than a  few pounds. However, to be told they aren't under warranty if he was over 250, after the purchase was made is very bothersome. We now recommend, to ask as many questions as possible when considering buying any expensive devices. It would have caused us to possibly change our minds. 

However,  he does love the wheels in principle, when all is okay, but has been forced to wait regarding recommending them anymore UNTIL he knows for sure, what is being done by the manufacturer, about inspecting each spoke on the previous 2 pairs of returned wheels.  As well new ones, so future customers will not have clicking/spoke issues. Not to mention, to make sure, he is all fixed up. He/we would feel bad recommending them, if the same thing happens. Just looking for reassurance from the companies involved. We are now waiting for a response about that.

Today, April 13, we did contact the vendor and no one has received anything so far in the line of new/extra  spokes. The clicking is increasing because of the 2 broken spokes. Like we showed previously, CLICK HERE, if Craig fiddles with the correct spoke, the clicking temporarily goes away. But the spokes are still broken. It is difficult to trust when things are called into question, such as a wear and tear on spokes, even if they choose to replace them. It wasn't his fault from day one, wheel set #1, #2 and #3.  

Because someone asked us if the clicking issue had been resolved, that they want to buy wheels like these for someone but won't buy these ones if the issue isn't rectified. Wanting to give the company a fair chance, I did just send another message to Quickie to inquire about a more definite time of delivery of these spokes. As well asking them, what is being or has been done, to investigate the last two pair that were returned. 
Clearly, the clicking sounds then, matches what is going on now, so there must have been spoke issues all along, since pair one. But, we want to know for sure, if they found that out and if it will all be taken care of. Whoever the manufacturer is, they must be the ones to take responsibility. Hope it all goes well, so Craig can keep recommending these power assist wheels. Remember to ask lots of questions regarding any purchases like this. We never did, we trusted folks when we should have asked about all that at the time of inquiry/purchase.
On that note, until we know beyond all doubt, that this issue is going to be corrected we have to hold off recommending these wheels to anyone. 

Maybe our expectations are too hight. You decide. We have documented everything, dates included so others can make informed choices. We trust the source company will be able to give us satisfactory answers.
Just understand that it matters to us, what we recommend. And of course making sure my husband's wheels are working they way they are supposed to, we will post what we learn. We trust they will take care of things. They have so far...just taking longer this time.

He still recommends Quickie 2  brand manual wheelchairs, because he is about to get his 5th one and he's never had a problem with them.

Hope this helps anyone out there, seeking information on Xtender Wheels and hopefully, the company who constructs these wheels so they can correct the spoke issue.

CRAIG'S QUICKIE XTENDER WHEELS- Spoke Too Soon Continued Pt #2

http://www.sunrisemedical.com

Craig just had a seating clinic today because he is in need of a new wheelchair. Because he has always used Quickie brand manual wheelchairs, he is hoping to get what would be his 5th Quickie wheelchair. I too loved my pink manual Quickie chair, but Ineed a power chair so I had it only as a back up.
In Ontario, for anyone who doesn't know if you live here, there is a government program called ADP (Assistive Device Program). If approved, the client is eligible for seventy five percent coverage for mobility devices. I am not sure about anything else except coverage of wheelchairs and the cushions we need for them.

Less than a year ago, he was blessed with his new Quickei Xtender Power assist wheels. Here is the day he got to use them for the first time (click here.)

He is still loving them. But if you have been reading this blog at all, he is on his 3rd set of wheels under warranty. I won't repeat all that has happened, the links to all the articles are in the more info portion below the YouTube video. Right away this familiar clicking happened again, but he finally saw it was because of a dead spoke. Here is part one of what has recently happened with his spokes. Click here:
Spoke Too Soon  so see that part.
Today, besides sharing the exciting news at hopefully getting a new manual wheelchair, I wanted to post a video we made last night to record the clicking sound and how the spokes are affected when he just squeezes them....watch here:

My hope again is that the company, Quickie/Surise Medical will be able to learn about the specific problem by watching this video. We believe there may be a fault in the spokes since it is his third replacement pair, with the same clicking sound. Not sure, just keep trying to figure it out so all will be fixed and safe.
We are presently still waiting for a response about getting the now two broken spokes fixed. Craig keeps loving his wheels and isn't too worried about whether they will be fixed. Me on the other hand, I am happy for him about the way they help him so much. And I am glad they were taking care of the issues the last couple of times. It's just the ongoing issue that concerns me and wondering why the manufacturer of the wheels apparently haven't told our vendor what to do about the broken and disconcerting spokes. I am just a tad paranoid, I pray all will go well for him. He really is blessed by the Quickie products and I want it to all be taken care of for good. Can't tell you how much it stresses me, when I hear the click. I just ask God for help to not worry!!

CRAIG'S QUICKIE XTENDER WHEELS - SPOKE TOO SOON?

the 2  spoke ends that just snapped off this weekend

Spoke Too Soon?
Craig has been enjoying his third pair of Quickie Xtender power assist wheels. His third pair that were replaced under warranty in less than about six months. See links down below to see what you missed. 
The last pair were discovered to have a seriously loose spoke causing the clicking sound in replacement number 3. Thankfully, our vendor got it repaired  under warranty and all has been smooth cruising for a few months now. He does love using these very useful mobile  devices. 
Then this weekend. two spokes suddenly snapped off in the same spot in one day. 
We have made a video and took pics to document what happened. He was so enjoying a whole few months with no concerns after all the previous adventures you can see in the links below, 
Thankfully we are not worried because Quickie, Sunrise Medical and our vendor/dealer have been  repairing and replacing when needed. We just wish the designer/manufacturer will learn what is needed to avoid any future issues with other customers and even my husband. Hope these details help them.

Remaining spoke so far is hanging on by tension

To see the coinciding video Click here:

We have been covering the Xtender Wheel Experience in previous articles here below, if you want to know the details. Just click on the titles themselves.

Final Update On Craig's Quickie Xtender Wheels... 

Not Again! Craig's Quickie Xtender Wheels- Update what? Number 5?: 

Craig's Xtender Wheels Clicking Update #3- Already! - 

Craig's Xtender Wheel Update...Four Months Later.... 

Craig's Xtender Wheels- Update #2 - 

Yay, Craig Gets Relief - His First Quickie Xtender Power Assist Wheels! 

Some spoke tips we want to get checked, you can s
ee they are not all flush and secured well

These articles are to help anyone else possibly having concerns with their wheels or for those researching the topic.

Craig loves them and I am still happy to see him be able to have such a great device that helps his shoulder so much.

He does recommend this brand of power assist wheels to anyone who sees him. 

Anyone else who may have this problem? Let us know. 

Comments? Thoughts? Insight? or Questions about mobility devices or Quickie Xtender Power Assist wheels, write it down below. Subscribe to stay posted.