Service at Meyra – Situation Description

Currently, contacting Meyra's service department often feels like an uphill battle. Incompetence, arrogance, and often multiple calls with no one answering are, unfortunately, quite common. And sadly, this isn't just my opinion.
Things used to be different when the Meyra service was based in Warsaw. A skilled technician, Mr. Furmanik, would answer the calls, and a few words were enough to resolve everything positively. Sometimes, he would even offer valuable advice on how to address a specific issue and what option would be best for safe driving on a Meyra Optimus 2 electric wheelchair.

The situations I'll describe are hard to accept. From a renowned brand like the German Meyra, you'd expect better. But as seen below, that's not always the case.

Ordering a Rubber Cover from Meyra Service (June 2022)

After five years of extensive use on my Optimus 2, the rubber cover on the joystick began to show signs of wear. I want to clarify that this wear is due to my style of driving the wheelchair, not any defect in the part itself. I decided to reach out to Meyra's service team, as I had before. I immediately noticed that their location had moved from Warsaw to Łódź. I sent an email to the address listed on the website, including a photo and detailed description of my issue. I waited over a week for a response, but unfortunately, none came. I then called the listed number and informed the person that I had sent an email a week earlier without receiving any response. My contact didn't express any surprise; instead, I was told that they receive many emails and can't respond to all of them. Ignoring this frustrating response, I explained my need to purchase a rubber cover for the joystick. My contact wasn't entirely sure what I was referring to, but we settled on a "rubber spring" for the joystick, which they didn't have in stock, so they would order it from Germany. I was informed that the item would cost 50 PLN plus 20 PLN shipping, with an estimated wait time of at least two weeks.

After about three weeks, I called Meyra's service department again to check on my order. My contact, who I had spoken to earlier, still didn't know what I was referring to. Unfortunately, he had forgotten to place the order and didn't even apologize. However, he assured me that he was placing the order now and would contact me once the shipment arrived. After about two more weeks, I called again, but the rubber cover was still unavailable. Nearly two months had passed since I first needed a new joystick cover, and I still didn't have this small part. My frustration reached its peak, and I decided to contact Mr. Dawid Rosołowski from the company Faza, who had once helped me with a major control panel issue. As always, Mr. Dawid was eager to help, and within two weeks, the rubber joystick cover arrived without any problems.

Two weeks later, I received an email from Meyra's service department informing me that my "rubber spring" was available. However, the price had increased to 100 PLN plus shipping, which was double the original quote.

I am very disappointed with the level of customer service at Meyra. Not only did it take three months to receive a part, but it was also twice the original price. I don't even want to imagine what it would be like if I had to order a more essential part that affected the wheelchair's mobility. Being immobilized for three months would be a real catastrophe for anyone. Knowing how inefficient and incompetent Meyra's current customer service is, it's worth considering whether to purchase anything from them. Not only is it very expensive, but the customer service is also impolite. And it's not just my opinion; negative feedback about them can increasingly be found on forums and social media.

Ordering Two Sets of Screws and Washers from Meyra Service (August 2024)

The second frustrating situation with Meyra's service occurred when I needed screws with washers to secure the front wheels. A woman from the service department informed me that a photo of the wheelchair's identification sticker was required to process the order. She couldn't understand that my wheelchair had no sticker with the name or serial number. I explained that I've had this wheelchair for 17 years, and apparently, they didn't provide such stickers back then. She then asked, "So how do you know what wheelchair you have?"

I was stunned, but after a moment, I replied that I have the user manual and an old warranty card. Despite this, the Meyra service representative didn't believe me and requested that I email a photo of my Optimus 2, along with a description of the screws. I was then told they didn't know when the screws would be sent out, as it was currently "the holiday and illness season."

Prepared for a long wait, I was pleasantly surprised. About a week later, I received an email with the price of the ordered screws and details on completing the order. After sending proof of payment, the ordered screws and washers arrived within two days.

I'm pleasantly surprised that everything ultimately went smoothly and relatively quickly. Could it be that MDH Rehabilitation, which manages Meyra's service department, is improving its quality of service? I hope so, and I hope incidents like my issue with the joystick cover never happen again. It'll be hard to forget the question about how I know which wheelchair I use, although perhaps some customers genuinely aren't aware.

Sending the Optimus 2 Wheelchair to Meyra Service for Warranty Repair

My friend Mateusz K. had an interesting experience with Meyra's service department. Here's his story.

On April 29, 2024, I returned my wheelchair to MDH in Łódź under warranty to fix an issue, as I heard a scraping sound of metal on metal while driving. In my view, it was the same issue I had in November 2022, just three months after purchase. I also requested a cover replacement at my expense.
About two weeks later, I received an evaluation stating that my warranty claim was invalid. They provided a price list with the costs I would need to cover, including a joystick I hadn't initially mentioned. I have photos showing how the wheelchair was packed and proof that the joystick was fully functional on the day of shipping. To avoid such situations, it's worth recording videos and taking photos of your wheelchair's condition before handing it over to the courier. This can prevent potential issues later.
Fortunately, it didn't come to legal action, as MDH, in goodwill and due to their positive relationship with the store where I bought the wheelchair, agreed to replace the joystick at their expense. Below are photos of how my wheelchair was packed and the joystick's condition, as allegedly received by their service team. My wheelchair was returned to me on June 18.

And how much did this "warranty claim" cost me? A total of 1240 PLN: 600 PLN for courier service, 400 PLN for the evaluation, and 240 PLN for the cover, which I always knew would be at my expense. The issue was identified and fixed, but I paid for it as the claim was considered invalid by the service.