Assistive Device Repair: What to Do When Equipment Breaks

What Should You Do When Your Assistive Device Breaks?

When your assistive device breaks, first assess whether the issue is minor or major. For minor problems like a flat tire or dead battery, check your user manual for troubleshooting steps. For major breakdowns, contact the original provider or prescriber immediately and request a repair or temporary replacement device.

An assistive device breaking down can be a stressful experience, especially when the device is essential for your daily functioning. Whether you rely on a powered wheelchair for mobility, a hearing aid for communication, or a prosthetic limb for walking, a sudden malfunction can disrupt every aspect of your life. The good news is that in most countries and healthcare systems, there are established pathways for getting your device repaired or replaced in a timely manner.

The first thing to do when your device stops working properly is to assess the nature and severity of the problem. Some issues are minor and may be resolved quickly at home or at a local repair shop. Others require professional attention from an authorized service center or the original manufacturer. Understanding the difference can save you time and help you get the right help faster.

It is important not to attempt complex repairs yourself, especially on electronic or motorized devices. Unauthorized modifications can void your warranty, compromise safety features, and potentially make the problem worse. However, there are some basic maintenance tasks that users can safely perform, which we will cover in detail below.

If the device was prescribed through a healthcare system or insurance program, you typically have specific rights regarding repair timelines and loaner devices. These rights vary by country and program, but the underlying principle recognized by the United Nations Convention on the Rights of Persons with Disabilities (CRPD) is that access to appropriate assistive technology is a fundamental right.

Minor vs. Major Breakdowns

Understanding whether your device has a minor or major issue helps you determine the appropriate course of action. A minor breakdown is one that does not affect the core function or safety of the device and can typically be fixed with basic tools or replacement parts. A major breakdown involves structural damage, electronic failure, or safety-critical components that require professional repair.

For example, a wheelchair with a flat tire is a minor issue that many users or local bike shops can address. However, a wheelchair with a cracked frame, malfunctioning motor, or faulty joystick controller requires professional assessment. Similarly, a hearing aid that needs a new battery is minor, but one that produces distorted sound or has water damage needs manufacturer attention.

Immediate Safety Assessment

Before anything else, determine whether the device is safe to use in its current condition. A malfunctioning powered wheelchair with unpredictable braking or steering is a safety hazard and should not be used. A hearing aid that emits loud, unexpected sounds could damage your hearing further. If there is any doubt about safety, stop using the device and contact your provider immediately.

Keep the device and all broken or detached parts. Even small components that may seem insignificant could be important for the repair technician to assess the nature of the failure and determine the correct replacement parts.

Who Should You Contact for Assistive Device Repairs?

Contact the prescriber, assistive technology center, rehabilitation clinic, or supplier who originally provided your device. If the device was purchased privately, contact the manufacturer or an authorized service center. Keep your prescription number, serial number, and warranty documentation ready when you call.

The right contact depends on how you obtained your assistive device. In many countries, assistive devices are prescribed through a healthcare system, rehabilitation program, or disability services agency. In these cases, the prescribing organization typically manages repairs and has established relationships with manufacturers and repair services. They are usually your best first point of contact because they have records of your device, prescription, and any previous service history.

If you purchased the device privately, your primary contact will be the retailer or manufacturer. Most reputable assistive device manufacturers have dedicated customer service departments for repairs and warranty claims. They can direct you to the nearest authorized service center or arrange for mail-in repair services. It is always preferable to use authorized repair centers because they use genuine parts, have trained technicians, and their work is covered by the manufacturer's warranty.

For devices obtained through health insurance or government programs, your insurance provider or case manager can guide you through the repair process. Many insurance plans have specific procedures for authorizing repairs, and pre-authorization may be required for non-emergency repairs. Understanding your insurance plan's requirements in advance can prevent delays and unexpected costs.

Important Information to Have Ready

When you contact your provider about a repair, having the following information available will expedite the process significantly. The more details you can provide, the faster the repair team can assess the issue and begin working on a solution.

• Device serial number: Usually found on a label on the device frame or in the battery compartment
• Prescription or order number: The reference number from when the device was originally prescribed or ordered
• Warranty documentation: Your warranty card, purchase receipt, or insurance authorization letter
• Description of the problem: When the issue started, what happened, and any error codes or unusual sounds
• Photos of the damage: Clear photographs from multiple angles showing the broken or malfunctioning components

Can You Get a Loaner Device During Repair?

In many healthcare systems and insurance programs, you are entitled to a temporary loaner or replacement device while your primary device is being repaired, especially if the device is critical for daily functioning. Contact your prescriber or insurance provider to request a loaner as soon as you submit your repair request.

One of the most important aspects of the repair process is ensuring continuity of function. For someone who depends on a wheelchair for mobility or a communication device for speech, being without the device even for a few days can severely impact quality of life, independence, and safety. This is why many healthcare systems and device programs include provisions for temporary loaner equipment.

The availability and type of loaner device depends on several factors, including the type of device being repaired, the expected repair timeline, your healthcare system or insurance plan, and the inventory of loaner equipment available at your provider's location. For common devices like manual wheelchairs and standard hearing aids, loaners are usually readily available. For highly specialized or custom devices, finding an appropriate temporary alternative may be more challenging.

When requesting a loaner device, be clear about your functional needs and the specific features of your primary device that are essential for your daily activities. This helps the provider select a loaner that is as close to your regular device as possible. Even if the loaner is not identical, it should allow you to maintain basic function and safety during the repair period.

If your provider cannot supply a loaner device, ask about alternative options. Some manufacturers have loaner programs. Disability organizations and peer support groups sometimes maintain equipment banks. In some cases, your provider may be able to authorize rental of a suitable device through a medical equipment rental company, with costs covered by insurance or the healthcare system.

Your Rights to Continuity of Service

The United Nations Convention on the Rights of Persons with Disabilities (CRPD), Article 20, establishes that states should take effective measures to ensure personal mobility with the greatest possible independence for persons with disabilities. While the specific implementation varies by country, this principle supports the idea that essential assistive device users should not be left without appropriate equipment for extended periods.

In the European Union, national disability services programs typically include provisions for loaner equipment. In the United States, Medicare, Medicaid, and private insurance plans often cover rental of replacement equipment during repair periods. In other countries, rehabilitation services or disability affairs departments may have their own policies. Contact your local disability rights organization if you encounter difficulties obtaining a loaner device.

How Does the Assistive Device Repair Process Work?

The repair process typically involves submitting a repair request, having the damage assessed by a qualified technician, receiving a cost estimate and timeline, and then waiting for the repair to be completed. For prescribed devices, repairs for normal wear and tear are usually covered at no cost. Keep all broken parts and document the damage before submission.

Understanding the repair process helps set realistic expectations and ensures you can advocate effectively for timely service. While specific procedures vary by provider and country, most repair processes follow a similar general pattern. The process begins when you report the issue and ends when you receive the repaired device and verify that it is functioning correctly.

After you contact your provider and describe the issue, the next step is usually a formal assessment. This may involve bringing the device to a service center, sending it by mail, or in some cases, having a technician visit your home. During the assessment, the technician will examine the device, identify all issues (including any problems you may not have noticed), and determine what parts and labor are needed.

Once the assessment is complete, the provider will typically give you an estimate of the repair cost and timeline. For devices covered under warranty or prescribed through a healthcare system, there may be no cost to you for normal wear-and-tear repairs. For privately purchased devices out of warranty, you will receive a quote that you can approve or decline before work begins.

The actual repair time depends on several factors: the complexity of the repair, the availability of replacement parts, the workload of the repair center, and whether custom fabrication is required. Simple repairs using in-stock parts may be completed while you wait or within a day. Complex repairs requiring ordered parts or manufacturer intervention can take several weeks.

What Happens with Spare Parts

One of the most common reasons for repair delays is the availability of spare parts. Manufacturers of assistive devices are generally required to maintain spare parts availability for a certain number of years after a product is discontinued, but this period varies by country and product type. For older or discontinued models, finding replacement parts may be more difficult and time-consuming.

Your provider should inform you if parts availability is an issue and discuss alternative solutions. These might include using compatible third-party parts, sourcing from international suppliers, or reconditioning salvaged parts. In some cases, if the necessary parts are no longer available, this may trigger a device replacement rather than a repair.

Repair Authorization and Documentation

For devices covered by insurance or healthcare programs, certain repairs may require pre-authorization. This is particularly true for costly repairs or those that approach the replacement value of the device. Your provider should handle the authorization process, but you may need to provide additional documentation such as medical necessity statements from your physician or occupational therapist.

Always request a written repair report when your device is returned. This document should describe what was wrong, what was repaired or replaced, and any warranty on the repair work. Keep this in your device file, as it serves as valuable documentation for future warranty claims or insurance discussions.

What Are Your Warranty Rights for Assistive Devices?

Assistive devices are covered by consumer protection laws that typically provide a minimum warranty period (2 years in the EU, varies elsewhere). Prescribed devices often have additional service agreements. Warranty covers manufacturing defects and premature failures but generally not damage from misuse, accidents, or normal wear beyond expected service life.

Understanding your warranty rights is crucial for ensuring you do not pay for repairs that should be covered. Assistive devices, like all consumer products, are subject to consumer protection legislation. In the European Union, the Consumer Sales Directive guarantees a minimum two-year warranty on all consumer goods, including assistive devices. In the United States, the Magnuson-Moss Warranty Act provides federal warranty protections, and many states have additional consumer protection statutes.

The warranty on an assistive device typically covers defects in materials and workmanship that become apparent during normal use within the warranty period. This means that if a wheelchair frame cracks due to a manufacturing defect, or a hearing aid's circuit board fails prematurely, the manufacturer is obligated to repair or replace the device at no cost. However, damage caused by misuse, unauthorized modifications, accidents, or normal wear beyond the expected service life is generally not covered.

For devices prescribed and supplied through healthcare systems, the warranty situation may be more favorable. Many healthcare providers negotiate extended service agreements with manufacturers that cover a broader range of repairs for a longer period. These agreements may also include routine maintenance services, which can prevent breakdowns and extend the device's useful life.

It is important to note that performing unauthorized repairs or modifications to your device can void the manufacturer's warranty. This is why it is always recommended to use authorized repair services for anything beyond basic user maintenance. If you are unsure whether a particular maintenance task falls within acceptable user maintenance, consult your user manual or contact the manufacturer.

When You Pay vs. When Repairs Are Free

The question of who pays for a repair depends on the cause of the damage, your warranty status, and how the device was obtained. Here is a general framework for understanding repair costs, though specific policies vary by country and provider:

When Should an Assistive Device Be Replaced Instead of Repaired?

Consider replacement when repair costs exceed 50-60% of the replacement value, when the device has reached the end of its expected service life, when repeated repairs indicate systemic failure, when your functional needs have changed significantly, or when the device no longer meets current safety standards.

The decision between repairing and replacing an assistive device is not always straightforward. While repairing is often the more economical and environmentally sustainable choice, there are situations where replacement is clearly the better option. Understanding the factors that influence this decision helps you advocate for the right outcome.

A key consideration is the cost-effectiveness of the repair. As a general rule used by many assistive technology professionals, if the cost of repair exceeds 50-60% of the cost of a new equivalent device, replacement is usually the more sensible choice. This threshold accounts not only for the immediate repair cost but also for the likelihood that an aging device will continue to develop problems. An older device that needs frequent repairs becomes increasingly expensive to maintain and increasingly unreliable for the user.

Another important factor is the expected remaining service life of the device after repair. Even if a specific repair is relatively inexpensive, it may not make sense to invest in repairing a device that is approaching the end of its overall useful life. Most assistive devices have an expected service life that depends on the type of device and intensity of use. For example, manual wheelchairs typically last 3-5 years with daily use, powered wheelchairs 5-7 years, hearing aids 3-6 years, and prosthetic limbs 3-5 years.

Changes in the user's condition or needs are also a valid reason for replacement rather than repair. If your mobility, hearing, or other functional abilities have changed significantly since the device was originally prescribed, a repair of the current device may not address your actual needs. In these cases, a new assessment and prescription for a device that matches your current requirements is more appropriate than repairing the old one.

Technology Advancements

Assistive technology is a rapidly evolving field. Newer devices often offer significant improvements in functionality, comfort, battery life, and safety features. When an older device requires major repairs, it is worth discussing with your rehabilitation professional whether a newer model might better serve your needs. While the primary justification for replacement should be functional need rather than desire for the latest technology, meaningful technological advances that improve your quality of life or safety are legitimate factors in the decision.

Environmental Considerations

The repair-versus-replace decision also has environmental implications. Repairing and maintaining existing devices reduces waste and the environmental impact of manufacturing new ones. The World Health Organization's Global Report on Assistive Technology (2022) emphasizes the importance of sustainable practices in assistive technology provision, including robust repair and refurbishment programs. When a device is replaced, ask about recycling or donation programs for the old device, as many components can be refurbished for use by others.

How Can You Prevent Assistive Device Breakdowns?

Regular maintenance can extend your device's lifespan by 30-50% and prevent most breakdowns. Follow the manufacturer's maintenance schedule, keep the device clean and dry, check batteries regularly, inspect moving parts for wear, and store the device properly when not in use. Schedule annual professional inspections.

Prevention is always better than repair. Regular maintenance and proper use of your assistive device can significantly reduce the likelihood of breakdowns, extend the device's useful life, and ensure that it continues to function safely and effectively. Research published in Disability and Rehabilitation: Assistive Technology shows that consistent preventive maintenance can extend device lifespan by 30-50% compared to reactive-only maintenance approaches.

Every assistive device comes with a user manual that includes maintenance recommendations from the manufacturer. These recommendations are based on the device's design, the materials used, and the expected stresses of normal use. Following these guidelines is the foundation of preventive maintenance. If you no longer have your user manual, most manufacturers make them available for download on their websites, or your provider can supply a replacement copy.

Beyond the manufacturer's recommendations, there are general maintenance principles that apply to most assistive devices. Regular cleaning prevents the buildup of dirt, moisture, and body oils that can accelerate wear and cause electronic failures. Proper storage protects the device from environmental damage. Regular inspections allow you to identify and address minor issues before they become major problems.

Daily and Weekly Maintenance Tasks

Incorporating brief maintenance checks into your daily and weekly routine can catch problems early when they are easiest and least expensive to fix. These tasks take only a few minutes but can prevent costly breakdowns and ensure your safety.

• Daily visual inspection: Look for any visible damage, loose parts, or unusual wear
• Clean contact surfaces: Wipe down surfaces that contact your body to prevent skin irritation and material degradation
• Check battery status: For powered devices, monitor battery levels and charge as recommended
• Test brakes and safety features: For wheeled devices, verify that brakes engage properly
• Listen for unusual sounds: New squeaks, clicks, or grinding sounds often indicate developing problems

Monthly and Annual Maintenance

In addition to daily checks, schedule more thorough maintenance on a monthly and annual basis. Monthly maintenance might include cleaning battery contacts, checking tire pressure, lubricating moving parts, and inspecting upholstery or cushions for wear. Annual maintenance should include a professional inspection by a qualified technician who can assess components that are difficult for users to evaluate, such as electronic systems, structural integrity, and internal mechanisms.

Many providers offer scheduled maintenance programs for prescribed assistive devices. These programs typically include periodic professional inspections and servicing at no additional cost to the user. Enrolling in such a program, when available, provides peace of mind and helps ensure your device remains in optimal condition.

What Types of Assistive Devices Can Be Repaired?

Virtually all types of assistive devices can be repaired, including wheelchairs, hearing aids, prosthetic limbs, orthotic devices, communication aids, visual aids, and daily living aids. Each device type has specialized repair requirements and service providers. Your prescriber or supplier can direct you to the appropriate repair service for your specific device.

The term "assistive device" encompasses a vast range of products designed to maintain or improve an individual's functioning and independence. The WHO Priority Assistive Products List identifies 50 priority products across categories including mobility, vision, hearing, communication, cognition, and environment. Each category has its own specialized repair ecosystem, and understanding who handles repairs for your specific type of device is important.

Mobility devices such as manual and powered wheelchairs, walkers, crutches, and mobility scooters are among the most commonly repaired assistive devices. These products are subject to significant mechanical stress during daily use, and components like tires, bearings, batteries, upholstery, and electronic controls have finite lifespans that require periodic replacement. Wheelchair repair is typically handled by durable medical equipment (DME) suppliers or specialized wheelchair service centers.

Hearing aids and cochlear implants represent another major category of assistive devices requiring repair services. These are sophisticated electronic devices that are exposed to moisture, earwax, and the general rigors of being worn for many hours each day. Common issues include dead receivers, feedback problems, damaged tubing, and battery compartment corrosion. Hearing aid repairs are typically handled by audiologists or hearing aid dispensers, and many manufacturers offer direct mail-in repair services.

Prosthetic and orthotic devices require specialized repair services from certified prosthetists and orthotists. These devices are custom-made for each user, and repairs must maintain the precise fit and alignment that is critical for function and comfort. Common repair needs include socket adjustments, component replacement, cosmetic repairs, and alignment corrections.

Communication and Cognitive Aids

Communication devices, including augmentative and alternative communication (AAC) devices, are essential for many individuals with speech and language disabilities. These devices range from simple picture boards to sophisticated computer-based systems with eye-tracking and speech synthesis. Repairs may involve software updates, hardware replacement, or recalibration of input devices. Manufacturers typically provide specialized technical support for these complex systems.

Cognitive aids, including memory aids, scheduling devices, and medication management systems, are increasingly important as the population ages and awareness of cognitive disabilities grows. Many of these devices are now app-based or use standard tablet computers, which means that software issues may be resolved through updates or reinstallation, while hardware issues follow standard electronics repair pathways.

What Should You Check After Getting Your Device Back?

After receiving your repaired device, thoroughly test all functions before resuming regular use. Verify that the specific problem has been resolved, check all safety features, ensure proper fit and alignment, and test the device in your typical usage scenarios. Report any remaining issues immediately to the repair provider.

Receiving your repaired device is a moment of relief, but it is important to conduct a thorough inspection and testing before you fully rely on it again. Even the most skilled repair technicians can occasionally miss something, and conditions at the repair facility may differ from your real-world usage environment. A systematic check ensures that the repair was successful and that no new issues were introduced during the repair process.

Begin by reviewing the repair documentation. This should describe what was found during the assessment, what repairs were performed, what parts were replaced, and any recommendations for future maintenance or monitoring. Compare this documentation with your original repair request to ensure all reported issues were addressed. If you notice that a reported problem was not mentioned in the repair notes, ask the provider about it before leaving.

Next, physically inspect the device. Look for any cosmetic damage that was not present before the repair, such as scratches, dents, or misaligned panels. While cosmetic issues may not affect function, they could indicate that the device was not handled carefully during repair, and more significant hidden damage may be present.

Then, systematically test the device's functions. For a wheelchair, this means testing braking, steering, speed control, seat adjustment, and all electronic features. For a hearing aid, test it in quiet and noisy environments at various volume levels. For a prosthetic limb, walk on different surfaces and test the range of motion. Take the time to test the device in conditions as close to your normal daily use as possible.

Reporting Post-Repair Issues

If you discover any issues during your post-repair testing, report them to the repair provider as soon as possible. Most repair services include a warranty on their work, typically 90 days to one year, during which they will address any problems related to the repair at no additional cost. Prompt reporting is important both for getting the issue resolved and for establishing a clear timeline for warranty purposes.

Document any post-repair issues the same way you documented the original breakdown: with photographs, written descriptions, and notes about when and how the issue manifests. This documentation helps the repair provider understand the problem and demonstrates that the issue is related to the repair rather than new damage.

What Should You Do in an Emergency Breakdown?

In an emergency breakdown of a critical assistive device, contact your provider immediately and explain the urgency. Many providers offer emergency repair services or can expedite loaner equipment. If you cannot reach your provider, go to an emergency department if the situation poses a health risk, or contact a disability support organization for assistance.

An emergency breakdown is one where the device failure creates an immediate threat to your health, safety, or essential daily functioning. Examples include a powered wheelchair that stops working while you are away from home, a ventilator or respiratory aid that malfunctions, or a communication device failure for someone who cannot communicate without it. These situations require urgent response and cannot wait for normal repair timelines.

The most important step in an emergency is to ensure your immediate safety. If you are stranded due to a wheelchair or mobility device failure, call for assistance from nearby people, emergency services, or a roadside assistance service if available. Many disability organizations operate helplines that can coordinate emergency assistance. Having these numbers programmed into your phone before an emergency occurs is valuable preparation.

Once your immediate safety is secured, contact your device provider. Many providers have after-hours emergency numbers or on-call technicians for critical device failures. Explain the urgency of the situation and the impact on your health and safety. Providers are generally responsive to genuine emergencies and can often arrange same-day or next-day service for critical situations.

If you cannot reach your provider, there are alternative resources. Hospitals and rehabilitation centers often have biomedical engineering departments that can perform basic repairs on common assistive devices. Disability organizations may be able to connect you with emergency equipment or peer support. In some areas, fire departments and emergency medical services have basic tools and knowledge to assist with common wheelchair issues.

Emergency Preparedness Planning

The best way to handle emergency breakdowns is to prepare for them in advance. Work with your rehabilitation professional to develop an emergency plan that addresses what to do if your device fails unexpectedly. This plan should include backup equipment options, emergency contact numbers, and strategies for maintaining function while awaiting repair.

Consider keeping basic repair supplies for your specific device: a spare inner tube and pump for wheelchair tires, spare batteries for electronic devices, a basic tool kit with the sizes and types needed for your device's fasteners. These simple preparations can resolve many common issues on the spot and buy you time until professional repair is available.