Invacare tub lift (supine) 1200

Has anyone purchased or used the Invacare supine tub lift 1200? I have a horror story about this lift.
My staff was transferring a 93year old resident into the tub when the lift stopped working; ok, we use the manual
override to let it down:::: not one::: they had to call the local fire dept. to get the resident down. Ok, we call Invacare; the technican said: oh yeah, you just remove the top cap, use a ratchet wrench; let the lift down; guess what:::: removed the cap, not there, no way to let that lift down. THe answer from Invacare: You are not supposed to let the lift up that high!!
Maybe Invacare has staff with that type of genius, I don't ; Do you?? Please do not purchase this lift; if you have one throw it away; or Keep the fire dept. on standby.