No secret, but it is stiff when first unfolded.
answered 4 months, 3 weeks ago
There is a Video of how the Hugo works, at:
answered 5 months, 4 weeks ago
Some models have a round pull latch on one side of the basket hinge area that needs to be pulled outward (to the side) to release it.
Some models don't have this "lock" (to hold it shut).
Otherwise you just push the legs apart....or stand it up and hold the hand grips then push downward to spread the legs.
She probably hasn't pulled the lock open.
I had problems with that as well. It's in the directions. The Rollator locks itself when folded up. There's a lever you have to pull on the side to make it release. Mine is red with a white center.
There is a pull out knob&PIN on one of the hinges, just hold it pulled out while you open the hinge a little, then you can let it go. When the hinge is opened all the way, the pin will engage into another hole to help keep it open. Do the same routine when you go to close it. It is all in the instructions.
I HAVE THE SAME item. Have that family member in Arkansas call the toll free number for Hugo. HUgo offers customer service for its products. Believe HQ for the company is in Canada but they do offer a toll free number and online support. Recommend phoning the company for immediate assistance. BTW, I also bought this item on Walmart.com. I called Walmart.com about questions I had. Walmart.com NEVER got back to me with answers. The gal said she would call the company to get answers. WHO knows if she did that. I do know she never called me back. So, trust me. Contact Hugo about the Hugo Elite. I would think the toll free number would be in the manual. Certainly Hugo has a website with contact information. GOOD LUCK. My husband had a tough time unfolding it also. He rather I not use it for that reason. However, once he does unfold it, I DO like using it. Do not be shy. Contact the company and get the 'secret'.
answered 1 year, 1 month ago