I Hate Dialysis Message Board
Dialysis Discussion => Dialysis: Home Dialysis - NxStage Users => Topic started by: Vt Big Rig on April 06, 2016, 10:49:20 AM
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:Kit n Stik; :Kit n Stik;
I have mentioned several times how great I think NxStage tech support is. Customer support not so good
Several days ago I got the message that I needed to check the conductivity sensor on the Pure Flow in so many days. We are getting ready to move so I tried to count how many days I had left. Numbers did not work out so I ordered the test kit. Ran the test Saturday. Failed twice. Called tech support ..... broken ..... will send new control unit.
Ok I need some bags then since I only two days supply. But I don't want many because we are moving. Send me 4 cases please. And I need the warmer lines to connect them. They say I will have to replace the PAK so they want to send new PAK. Please no, I have three and again, I am moving in two weeks.
Shipment arrives .... TWELVE cases of bags (two days more than I asked), three more PAKS, and NO warmer Lines. SO here I sit, a control unit that will take 7 hours to prime and then make a batch, bags galore but nothing to connect them with. SO I wait another day or stay up till 2 AM for a run today. :boxing; :boxing; :boxing; :boxing; :boxing;
Thank you .... I needed to vent!!
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Never had it that bad but there have been instances where they were going to send things and never did like a spare permanent waste and water line.
Seems like that team is never as focused as the tech support hot line is...they are top notch in customer service! :clap;
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Sorry Vt, do you mind if I have to laugh?
:rofl;
But I feel for you too, I'm not even going into detail about the ridiculousness of customer support sometimes, but they usually do say sorry. Not a big help but....
Good luck with the move
Love and luck, Cas
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Wow, what a calamity, and you really dont know who to blame. Even if the order was taken correctly it still had to go to a warehouse? In the end it doesnt matter much, does it, as the only one who suffers is YOU!!!. Here is to better service in the very near future.
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I can message you with a few names that you can contact-as I have contact information for the director of customer service and a really good customer service supervisor. Let me know if you'd like them.
After all, NXStage can't get better if they don't know where they are failing... :thumbup;
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I can message you with a few names that you can contact-as I have contact information for the director of customer service and a really good customer service supervisor. Let me know if you'd like them.
After all, NXStage can't get better if they don't know where they are failing... :thumbup;
I will take those. PM me. Now that I have calmed down a bit I might be able to wrote a coherent letter.
Thanks
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You bet! PM coming your way.... :beer1;