Repair and service gets TSL 500 back up and running for Ruby

Sue Morgan contacted Terry Lifts to comment on the incredible service and support we had provided for her mother, Ruby, after her 12-year-old TSL 500 step lift suddenly stopped working.  On discovering the lift had never been serviced, Sue got in touch…read her story below:

My 84-year-old mother, Ruby, has severe osteo-arthritis and osteo-porosis and is registered disabled.

TSL 500 installed in 2011

As part of a European Grant for disabled-registered residents in Carmarthenshire County Council my mother had a TSL500 step lift installed by Terry Lifts in 2011 because she could no longer safely manage to climb the steps at her front and back door.   The platform lift was installed without much disruption and thereafter secured by a locked gate.

The Terry Lifts step lift has worked tirelessly and without any hiccup whatsoever since its installation in 2011 and has allowed mam to get in and out of the house without her having to rely on me assisting her to struggle up and down her front/back doorsteps.

No Regular Service Plan

In mid-June 2023 however, the step lift abruptly and completely stopped working.  Much to my utter astonishment, on checking with my mother, she explained that she had never sought to implement a regular service plan for it since its installation in 2011.

To get it repaired I contacted Terry Lifts and had to embarrassingly explain to the extremely helpful Customer Services Supervisor, Sue, that the lift had never had a service since its installation.

Sue reassured me she would find an approved service partner local to my mother who would be able to come to assess and repair the platform lift, as appropriate.

Trained Lift Maintenance Partners

Much to my surprise, Sue emailed me within c.10 minutes of our telephone conversation with the details of three local companies that Terry Lifts had previously trained to maintain their step lifts.

A quick call to one of these companies and the lift had new batteries and a new control panel from Terry Lifts within a week of it breaking down.   It is now back to working perfectly.

Exemplary Craftsmanship and Customer Service

I cannot fault Terry Lifts for producing such a brilliant and reliable step lift.  My mother has gained so much freedom and feels extremely safe when she uses it.  What has amazed me is the fact that the lift went for 12 years without any service and never broke down until June 2023 – this is a true testament to excellent craftsmanship!

In addition, the telephone service given by Sue was exemplary.   She was so reassuring, helpful, professional and went over and beyond what we expected of her.

So, to conclude, a tremendous thanks from myself and my mother to Terry Lifts for providing such a great product and a great team in delivering a top quality after-sales service.