Technical Support

[Bill Peckham]

I don't want to hear about stockpiling, I had a weeks worth of emergency supplies - it's just that this problem has been over a week ongoing.

How many people have a week? This is a clear example why having extra supplies makes sense.

The value of predictability can't be overstated.

[Meinuk]

How many people have a week? This is a clear example why having extra supplies makes sense.

Great, now I am a cautionary tale...

[kitkatz]

Love ya anyway Meinuk!  Cautionary tale or not!

I say give them absolute hell until they get things fixed!

[Russ]

I always keep bags as a backup for the Pureflow because you can bet the farm there will be a problem with it at some point during the month.  I ran out of backup bags last month and asked for a resupply twice from Nxstage but never got them until a 3rd phone call was placed.  I ended up going in center on a Saturday (my supporting clinic is closed on Sat.) for treatment because my Pureflow failed.

[Meinuk]

Thanks Kit (it has been a rough week)

I got the emergency supplies on Thursday - of course NxStage refuses to send me tracking numbers, so I spent all of Thursday making contingency plans for the weekend.  (they make a great machine - why can't they get their customer service in order?  Very frustrating.)

Oh well, we are at their mercy.  I'm happy that I can dialyze at home, I guess that I'll have to put up with their inability to communicate with customers. I've already ranted about their lack of respect in my other thread, I don't want to be THAT poster who belabors a point.  I will simply say that the achillies heel of NxStage is their shipping and customer service (This is a distinction from their Technical Support - when you do finally get through to Technical Support, I have found that they are very helpful - my pureflow disaster was a series of unfortunate events, that I firmly believe were an abnormal occurrence). 

[okarol]

I hope these kinks get ironed out - imagine where you'd be if you weren't assertive? I admire you for making this work!

[jbeany]

I hope these kinks get ironed out - imagine where you'd be if you weren't assertive? I admire you for making this work!

The way I see it, the only patients really qualified for the NxStage home hemo absolutely have to be capable of standing up for themselves.  We get to lead the way, and beat the company into shape for the quieter, less aggressive patients who will eventually follow us! 

Hang in there, Meinuk!