care & love
For anyone who's struggled with mobility—whether due to a spinal cord injury, stroke, or age-related weakness—robotic lower limb exoskeletons aren't just machines. They're lifelines. These wearable devices, often resembling a high-tech pair of pants with motors and sensors, have rewritten the rulebook on what's possible: stroke survivors taking their first steps in years, paraplegics standing to hug their kids, and seniors regaining the freedom to walk to the mailbox unassisted. At the heart of this revolution are exoskeletons for lower-limb rehabilitation, designed not just to move bodies, but to restore hope.
But here's the thing: buying an exoskeleton isn't like picking up a new phone or even a wheelchair. These are complex, often pricey pieces of technology—think of them as "wearable robots" that require ongoing care, adjustments, and support. And that's where after-sales service comes in. Too many people focus solely on specs (How fast does it walk? How much weight can it support?) and forget to ask the critical question: Who will help me when things go wrong?
Let's break it down: exoskeletons are built with motors, batteries, software, and delicate sensors. They're calibrated to each user's unique body type, gait, and medical needs. Even the most intuitive models can hit snags. Maybe the battery stops charging. Maybe the app that controls settings crashes. Maybe a caregiver needs help adjusting the straps for a better fit. Without reliable support, that $80,000 device gathering dust in the corner isn't just a waste of money—it's a blow to the user's independence.
Take Sarah, a 45-year-old teacher who suffered a spinal cord injury in a car accident. She saved for two years to buy a personal exoskeleton, excited to return to her classroom. But three months in, the knee joint started making a strange clicking noise. When she called customer service, she was put on hold for 45 minutes, then told a technician would visit… in three weeks. By then, Sarah had given up using it. "I felt like I'd been sold a dream and left to fix the nightmare alone," she later told a support group.
Poor after-sales support doesn't just hurt users—it undermines the entire purpose of these devices. The best exoskeletons are only as good as the team standing behind them. So, what should you actually look for when evaluating after-sales care? Let's break down the essentials:
Not all exoskeleton companies are created equal when it comes to supporting their customers. After scouring user forums, independent reviews, and industry reports, we've identified four brands that consistently stand out for going above and beyond.
Ekso Bionics has been a pioneer in exoskeleton tech for over a decade, and their EksoNR model is a favorite in clinics and homes alike. What sets them apart? A clinical support team that acts like an extension of your care network. When you buy an EksoNR, you don't just get a device—you get a dedicated clinical liaison, usually a physical therapist, who checks in monthly to adjust settings, answer questions, and track your progress. They even offer virtual training sessions via video call, so you don't have to wait for an in-person visit if you're stuck.
Warranty-wise, Ekso offers a 2-year comprehensive warranty that covers parts, labor, and even software updates. And if you need a replacement part? Most are shipped within 48 hours. "My EksoNR stopped powering on last Christmas Eve," one user wrote on a mobility forum. "I called their emergency line, and a tech walked me through a reset over the phone in 10 minutes. They even followed up the next day to make sure it was working. That's peace of mind."
ReWalk Robotics made headlines as one of the first companies to get FDA approval for a personal exoskeleton, and their ReWalk Personal model is built for daily home use. Their after-sales philosophy? "Train the user, not just the device." Every ReWalk purchase includes 40 hours of in-home training with a certified ReWalk trainer, who teaches users and caregivers everything from donning the exoskeleton to troubleshooting common issues. For many families, this personalized attention is a game-changer—especially for older users who may feel overwhelmed by new technology.
ReWalk also runs a user community platform where owners can share tips, ask questions, and even organize local meetups. And if you ever need repairs, their "Rapid Response" team guarantees a technician visit within 72 hours in major cities. "My mom has dementia, and I was worried she'd never learn to use her ReWalk," a caregiver shared. "But the trainer came weekly for a month, adjusted the settings to her pace, and now she's walking to the kitchen by herself. I can't imagine doing this without that support."
If you're based outside the U.S., CYBERDYNE's HAL (Hybrid Assistive Limb) exoskeleton is worth a look—especially if global support is a priority. With offices in Japan, Europe, and North America, CYBERDYNE has built a network of local service centers that speak your language and understand regional regulations. Need a part in Germany? Their Berlin hub can ship it the same day. Having trouble with setup in Australia? A Sydney-based technician can video-call you to walk through it.
HAL also stands out for its long-term care program . After the initial warranty expires (which is 3 years, one of the longest in the industry), users can enroll in a "Care Plus" plan that covers annual maintenance, software upgrades, and priority technical support for a flat annual fee. For users who plan to rely on their exoskeleton for years, this predictability is a huge relief—no surprise repair bills.
Parker Hannifin's Indego exoskeleton is known for its lightweight design and focus on user autonomy, but it's their after-sales transparency that. Unlike some brands that hide fees or make you jump through hoops for support, Indego publishes its entire support package upfront: 24/7 phone support, free shipping on replacement parts, and a "No Questions Asked" return policy for the first 30 days if you're not satisfied.
They also offer a unique "Caregiver Portal" —a secure online dashboard where family members or therapists can track the exoskeleton's usage, battery life, and even receive alerts if something needs attention. "My dad lives alone, and I worry about him using his Indego," one user explained. "The portal sends me a text if the battery is low or if he hasn't used it in a few days. It's like having a built-in safety net."
| Brand/Model | Warranty Period | Technical Support Hours | Training Offered | Replacement Parts Lead Time | User Community |
|---|---|---|---|---|---|
| Ekso Bionics (EksoNR) | 2 years (parts + labor) | 24/7 via phone/chat | Virtual + in-clinic training | 48 hours (domestic) | Private Facebook group, monthly webinars |
| ReWalk Robotics (ReWalk Personal) | 1 year (parts), 2 years (motors) | 8am–8pm EST (7 days/week) | 40 hours in-home training | 72 hours (major cities) | Regional user meetups, online forum |
| CYBERDYNE (HAL) | 3 years (comprehensive) | 24/7 (local time zones) | Virtual + in-person (global) | 24–48 hours (Europe/North America) | International user conferences, Care Plus plan |
| Parker Hannifin (Indego) | 2 years (parts + labor) | 24/7 phone support | Video tutorials + optional in-home | 3–5 business days | Caregiver Portal, user blogs |
Even with great brands, users still have questions—especially when it comes to the practical side of owning an exoskeleton. Let's tackle the most frequent ones we've heard.
It's true: exoskeletons aren't cheap. Prices typically range from $50,000 to $120,000, depending on the model. Adding on a "Care Plus" plan or extended warranty might feel like a stretch, but think of it as insurance. A single repair for a motor or sensor could cost $5,000 out of pocket without coverage. Many companies include basic support in the initial price, but upgrading to premium support (like 24/7 access or annual maintenance) is often worth the investment—especially if you rely on the exoskeleton daily.
Don't take the sales rep's word for it. Dig into independent reviews on forums like Reddit's r/Exoskeletons or mobility-focused Facebook groups. Look for patterns: Do users complain about long wait times for support? Are replacement parts hard to get? Also, ask the company for references—most will connect you with current users who can share their experiences. One user tip: "Call the technical support line yourself before buying. See how long it takes to get a human, and ask tough questions—like, 'What happens if my exoskeleton breaks during a family vacation?'"
This is a big one for users who relocate or love to travel. Brands with global networks (like CYBERDYNE) or partnerships with local distributors (like Ekso Bionics in Europe) are your best bet. Some companies even offer temporary loaner exoskeletons if yours needs repairs while you're away from home. Always ask about coverage in your new city or country before making a purchase—you don't want to be stuck with a device that can't be serviced abroad.
The best after-sales support isn't just about fixing problems—it's about growing with you. As your mobility improves, your exoskeleton's settings may need to change. As technology advances, you might want software updates that add new features. The companies that excel here treat you like a partner, not just a customer.
Take, for example, a user named James, who bought an Indego exoskeleton after a spinal cord injury. "A year in, I started walking longer distances, and the battery life wasn't keeping up," he said. "I called Parker's support team, and they sent a technician to upgrade my battery—for free. They even gave me tips on how to adjust my gait to conserve power. That's the kind of support that makes you feel valued."
At the end of the day, robotic lower limb exoskeletons are tools to help you live better. But tools need care, and care requires commitment from the companies that make them. When you're shopping for an exoskeleton, ask not just "What can this device do?" but "Who will be there when I need help?" The answer could mean the difference between a device that collects dust and one that changes your life—for years to come.