7 replies to this topic

[Doppleganger]

Hi,

I've been following a thread over on Spinal.co.uk regarding "Cyclone Mobility & Fitness" which thought I should cross post here.

Over the last couple of months, myself and others on the forum have had a lot of problems with their customer service and recently no one has been able to get hold of the company - some people have paid deposits and ordered chairs whilst others have chairs at Cyclone waiting for repair. I was very lucky as I got mind back just before it all started. Its always a shame when a once good company gets in trouble however, my biggest concern in this situation is for future warranty claims that I may need to make on the chair.

Anyhow, i'll be following the story and hopefully this isn't the end of Cyclone.

This first post is from the Board Admin and the second from a 'guest' on spinal.co.uk

Quote

We have received the following statement from Cyclone Mobility and Fitness and are sharing it straight away with you all.

"Cyclone Mobility and Fitness is presently undergoing some technical and administrative difficulties in the current economic climate and is unable to receive calls directly through the office number, Dave Hawkins and Stuart Dunne wish to assure all their customers that every effort is being made to resolve these issues and that they pledge to fulfil all orders and would welcome any phone calls over this period to discuss individually your concerns, Dave 07988826656 Stu 07818063066"

Quote

Dear All
I have been in touch with my local Trading Standards Office and SIA about the situation with Cyclone. I live in Scotland and it is not possible to phone The Wirral Trading Standards Office direct but my local TS Officer kindly contacted them on my behalf to find out what is happening. The Wirral Trading Standards Office are well aware of the position with Cyclone and visited the company on Monday of this week. I strongly recommend that everyone who has an outstanding issue with Cyclone - an unfulfilled order, faulty goods received or a chair with them for repair gets in touch with their Local Trading Standards Office urgently and asks for help and information. The position that the company is in (as understood by Wirral Trading Standards) is, unfortunately, not as positive as the statement from the company would suggest and I would certainly not be expecting them to be fulfilling any orders.

For anyone who has paid for goods that are faulty or not delivered or has given Cyclone a deposit using a credit card, you should have protection and the ability to recover your payments or losses via your credit card company when they formally enter into insolvency proceedings. Trading Standards or the Government department "Consumer Direct" can advise on this in more details. The number for Consumer Direct is 08454 04 05 06. Ask about Section 75 protection. Contact your credit card company and ask for details of how to make a claim.

For anyone who has ordered goods from Cyclone after a company representative called at their home or at premises other than Cyclone's offices, there is additional protection if Cyclone didn't advise you of your cancellation rights. The Cancellation of Contracts Made in a Consumer's Home or Place of Work etc Regulations 2008 give certain legal rights to cancel this type of arrangement. If you were not advised that you had these rights when you entered into a contract covered by the regulations then Trading Standards have advised me that this as a criminal offence. These regulations may be worth looking up, or discussing with your local Trading Standards office in case they can help in any individual circumstances. Trading Standards are especially keen to help because they recognise that wheelchairs aren't like kettles or TVs - they understand how critical mobility equipment is to people with disabilities.

This is an awful situation which looks likely to get worse before it gets better. I hope everyone gets a satisfactory outcome soon. If I get any more information, I will post it here.

Edited by Doppleganger, 23 March 2009 - 10:05 AM.

[ems]

Gosh! Well Stuart has already a big buck by selling the company and then re-buying it, so I wonder what his intentions are now! My rep from them years ago was Shukri, and I was told by an RGK rep that he is now in healthcare insurance, sales is sales I guess. I stopped using them after Stu's brother died, as he had been the pinicle of that company. He designed and made the chairs, and had an apprentice called John. Two chairs, (Ti Mirage), got sent back in a row from me... neither had been jigged properly. Infact an engineer who wrote the report, said they hadn't actually been placed on a jig, the first one was completely handwelded freehand!! Was shocking.

[russ1]

Bugger! back to the drawing board then. Had a demo of a cyclone chair back in Jan and was considering ordering it as it ticked all the boxes. Doesn't look like I will be now though.

[Doppleganger]

ems, on Mar 23 2009, 12:07 PM, said:

Two chairs, (Ti Mirage), got sent back in a row from me... neither had been jigged properly. Infact an engineer who wrote the report, said they hadn't actually been placed on a jig, the first one was completely handwelded freehand!! Was shocking.

I know the feeling, mine has just come back from repair and still only 3 wheels touch the ground at any one time.

[Doppleganger]

Update from Spinal.co.uk:

Quote

This is a message from Stuart Dunne, founder of Cyclone and former General Manager.

'Over the last two weeks Cyclone has been one of the unfortunate businesses to suffer in the current economic situation.

Banking sector unwillingness to support our healthy business has forced Cyclone to enter a process of Administration. On Thursday 19 March 2009 a solution was found which should protect all customers of Cyclone.

OHM (2008) Ltd has bought all stock, assets, the trading name and goodwill. OHM has also taken on the order book, so all Cyclone customers should contact either myself or Dave Hawkins for an update.

We would like to thank all the customers we have spoken to recently for their understanding of our situation in this present economic climate. We would also like to thank those trading standards officers that we have spoken to, for their understanding of the fact we are not the kind of company or individuals you see on Watchdog.

We apologise to those who have not being able to contact us, but unfortunately the staff did not show the 'Woolworth' die-hard spirit.

We are currently in the process of moving premises and we will announce our new address and contact details as soon as we can finalise things. Any customer who has a chair or other equipment with Cyclone for repair/servicing, should contact either myself or Dave Hawkins by email so that we can track it down and ensure it is moved to the new premises or returned to you.

For the future OHM (2008) Ltd is now a stronger company.

Further announcements will be made.'

Stuart Dunne

Contact numbers Dave Hawkins 07988 826656

Stuart Dunne 07818 063066

Email stuart@cyclonemobility.com

dave@cyclonemobility.com

Hopefully they will return as the proactive wheelchair build/design company that they were 10+ years ago and not just the box shifting company they end up as. Good luck to Stuart & Dave.

Edited by Doppleganger, 27 March 2009 - 08:30 AM.

[javaftper]

hello

has anyone heard anything since the announcement was made on 23 March?

I have a fully paid outstanding order with them and also a piece of equipment I bought earlier in the year which came with the warranty that I am now unsure about in terms of its validity.

I noticed their website (http://www.cyclonemobility.com) is now off-line.

j

[Doppleganger]

The warranty cover is my main concern too however, after the service / quality of the last repair carried out on my Ti chair I wish I hadn't bothered sending it to them. I'm afraid that if the company folds then that's your warranty on any Cyclone branded items out of the window, unless you paid by credit card (T&C's apply) or another company wishes to honour it.

One big advantage is that most parts are freely available from other suppliers and frame repairs can be carried out by any good bike shop cheaper than a warranty repair, as (unless you lived near Cyclone's office) you had to pay 30 quid shipping each way on the chair as the warranty didn't cover this.

[javaftper]

update-

hi everyone,

just to say i now have all my equipment and cyclone is now operating so warranties are apparently fine although i haven't had to use them yet.

j