Part frustration

[Simon Dog]

The short blue line on my PureFLow that runs between the sediment filter and the cabinet has some slight damage and I want to replace it as a pracautionary measure.

I called NxStage on a Tuesday and they were great about ordering me a new one, and told me it would be overnighted.

The following happened:

- No delivery on Wed.  Ok, I probably missed the cutoff time for shipment.
- No delivery or UPS email on Thursday
- Called NxStage service on Friday.  Told "I don't see a tracking number, I'll call you back".   NxStage did not call back.
- Called today (Monday) - told "part is on back order, we cannot tell you when we will have them in stock".

NxStage certainly can do better than this.   They should have pro-actively called me as soon as they determined they could not ship immediately.   NxStage should also hold its suppliers to a service level agreement so they don't get stuck in "no idea when" territory.

Frustrated.

[Vt Big Rig]

AS much as I think the technical help when you call NxStage is great ......... I think they make up for it with the worst "customer service" that can be. This is another example.

[PrimeTimer]

Whether good news or bad, NO NEWS is the worst when you're waiting on something. I hate lack of communication. I hope you can escalate this. You probably already did but remind them of the flood they already caused. NxStage ought to know how vital machine parts are to their customers. I know this doesn't help but thought I remember on an old thread someone saying that NxStage sends out an entire kit (drain line, blue water line, etc) whenever one piece of it gets jacked up. Maybe they are out of "kits" but still, that's no excuse for not keeping enough in stock or not calling you.   

[Simon Dog]

I remember on an old thread someone saying that NxStage sends out an entire kit (drain line, blue water line, etc) whenever one piece of it gets jacked up

I was shipped a replacement drain line without any other parts, so this information is not accurate.

[Charlie B53]

Be it an individual part, or contained in a 'kit', there is NO EXCUSE for not keeping you informed!

Nor is there any excuse for the supply chain to fail to have essential parts ON HAND.  Warehousing should have an ironclad reordering and supply system that is initiated when EVER inventory falls to a critical level.

Absolutely NO EXCUSES.  Department heads should be stretched on a rack over a slow broil! (I've been reading of the Inquisition).  Heads should roll.  lol

Seriously, what can you do but document, document, DOCUMENT this situation, appeal to management.  The best that could happen is they make improvement to their supply system to prevent further occurrence of this nature.  No doubt an incident like this could end home treatment and send a patient back to Clinic treatment.  Not a great option.

Hoping you get this resolved soonest.

Take Care,

Charlie B53