The jay basic back was installed on a competitor's 20" lightweight drive cruiser chair.The dealer stated the metal brackets on the jay basic back are bent and threading is worn down.She states that one is still attached to chair, but there are missing parts on the back.The dealer returned the jay basic back to sunrise medical and it was received on 1/30/2019.The back was inspected and evaluated by quality manager, (b)(4), that same day.The following are findings from that evaluation: evaluation: the inspection confirms that components are missing as not all parts, such as clamps and brackets were not returned.The brackets show excessive wearing of the coating.The holes where the mounting screws fasten to, are stripped.Sunrise medical manufacturing does not adjust these screws in order to allow dealers to position the back on the chair and make adjustments as needed.The remaining screws that are on the back are overtightened.The torque is greater than the recommended torque specification of 15-20 in-lbs., as stated on page 6, section c of the jay basic back owner's manual.The upper brackets are incorrectly twisted downward in their assembly.This can cause stress in the receiver.These brackets are width adjustable and would have been adjusted by the user/dealer when the back was mounted onto the chair.Conclusion: based on the findings from the evaluation, sunrise medical has concluded that the failure was due to incorrect installation of the back by the dealer or the end user.There was no malfunction or defect found.This issue/incident is under further investigation by sunrise medical's legal team as the dealer has advised that the end user has sought legal counsel for this incident.No further investigation will be performed by sunrise medical's ra/qa team at this time.
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