People often ask us, “How do I get service on my wheelchair van? How do I get service if I don’t live near one of your facilities? Will you send a service technician to me if I’m having a problem with my vehicle?”
We understand how vital great service is when you’re partnering with a wheelchair van company to increase safety and mobility for your organization.
At MoveMobility, we take great customer service very seriously, receiving about 60-80 emails from customers a day and responding to them in no more than two hours.
In this article, we will cover how to get service on your wheelchair van, how to get service if you don’t live near our facilities, and the pros and cons of our current Customer Care system.
Wheelchair van service in Canada–what we don’t offer
Before we jump into what we do offer here at MoveMobility, let’s give you the facts first.
1. In-person service is provided through MoveMobility-authorized service centers if you aren’t near our facilities
This is because we do not have locations outside of Winnipeg and Mississauga, but they arrange service for anywhere and everywhere in Canada. So, no matter where you’re located, we can give you service.
2. We do not send out service technicians to you
If you’re having a problem with a vehicle, it has to come to a MoveMobility-authorized service center near you or one of our facilities. We do not send out our service technicians to you. The main reasons for this are because it wouldn’t be geographically or financially feasible–for us, or for you.
Like I said, our two locations are in Winnipeg and Mississauga. Sending someone to, say, British Columbia, would drain time from our day and money from your wallet–two situations we at MoveMobility like to avoid.
Wheelchair van service in Canada–what we offer
Our Customer Care team provides you with services that can generally be split into two categories: pre-sale services and post-sale services.
Below is a list of information and services we can provide.
Even if you’re looking at another wheelchair van manufacturer in Canada, don’t hesitate to give us a shout if you have any questions. At MoveMobility, we want to help you find the wheelchair-accessible vehicle that works for your organization.
Even if it doesn’t come from us.
Pre-sale services we offer:
Pre-sale service is the information we can provide you before you make a purchase with us or another company.
1. Product knowledge
Product knowledge is the information we can give you on the range of vehicles we and other companies like us provide. An example of product knowledge is insight into the pricing of our competitor’s vans.
2. Technical information
Technical information is, surprise surprise, the information we can give you on the technical side of our products. An example of technical information is the size and weight capacity of a ramp.
3. Access to resources
We can provide you with access to resources–such as links to government grants and funding–to aid you with your purchase.
Post-sale services we offer:
Post-sale service is the information and services we can offer you after you make a purchase with us or with another company.
1. Delivery information
Delivery information is the information we can give you after you’ve purchased a vehicle from us and you need it to be delivered to you. An example of delivery information is how long it will take to get to you and keeping you updated on where your van is at in the production process.
2. Vehicle information
Vehicle information is similar to the technical information we offer pre-sale: paperwork, specifications, facts, statistics, and anything else you can think of on the particular vehicle you purchased.
If you’re curious about vehicles we offer here at MoveMobility, check out this page.
3. Access to training
Sometimes, your driver will need training to be able to drive our vehicles safely. We can provide you with links to tried and true training courses we trust. We also provide training on how to secure wheelchairs into a van and how to use mobility equipment properly.
4. Maintenance and repair resources
We offer maintenance and repair resources through our Customer Care team.
If you’ve purchased a vehicle or van conversion from us and there seems to be an issue with the vehicle, reach out to our Customer Care team.
They will help you determine what the issue is and how it happened. From there, they can help put you in touch with a mechanic–or, we can troubleshoot the issue over the phone or via Zoom together.
While this system isn’t the same as visiting a traditional service centre, our Customer Care representatives are the professionals in their field. They are subject matter experts when it comes to accessible vehicles and are always ready to help you figure out an issue remotely or through a repair facility.
Tip: If you’re having an issue with your wheelchair-accessible vehicle, no matter how small, reach out to us right away!
How to get service on your wheelchair van in Canada
Now that you know what services we offer, you’re probably wondering what the steps are to actually getting service.
There are three major steps to getting service on your wheelchair van in Canada. Let’s break down those steps now.
1. Get all your information ready
Before you reach out for help, it’s good to have your information ready to go before giving us a call.
Here’s what you need to be ready:
- Your name and organization
- Your location
- Determine if you need remote technical assistance
- Gather some basic information about your vehicle: What conversions have been made, who did them (us, or another conversion company), and what the current issues are
- Your van’s VIN (Vehicle Identification Number)
2. Reach out to MoveMobility
You can either do this by phone or email–or, if you are near our facilities, drop by our location to make an appointment.
3. Speak to a Customer Care representative
Once you make contact with a Customer Care representative, you can ask all the questions you want. It doesn’t matter if you have already purchased a van, if you’re in the process of making a purchase, or if you’re just curious.
We are here to answer your questions.
Once you’ve spoken to a Customer Care representative, they have likely answered your questions–or, if for some reason they were unable to, they have guided you toward someone who can.
Now that you know how to get service on your wheelchair van, let’s break down the pros and cons of our current Customer Care system.
Pros and cons of MoveMobility’s Customer Care system
There are many pros and cons to how we do our customer service here at MoveMobility. Let’s recap what we’ve discussed.
|We are the subject matter specialists when it comes to accessible vehicles||Virtual for those not located near our facilities|
|Very quick response||No traveling technicians|
|Issues are often solved without needing to visit a service center||You may be referred to an authorized service center|
Your next steps to getting service on your wheelchair van in Canada
After reading this article, you now know the answers to the three questions we get asked a lot here at MoveMobility:
- “How do I get service on my wheelchair van?”
- “How do I get service if I don’t live near your facilities?”
- “Will you send a service technician to me if I’m having a problem with my vehicle?”
Here at MoveMobility, we understand how important good service is when you’re partnering with a wheelchair van company to increase safety and mobility for your organization. So, if you have more questions about the kinds of wheelchair van service we offer in Canada, talk to an expert today.
Or, if you aren’t ready to reach out yet, read these articles for more information: