MY EMAIL TO BSCI AND REPLY FROM BSCI

[subhash]

MY EMAIL TO BSCI

To
The Management
BSCI (USA)

Kindly consider this as a strong complaint for the kind of after sales service provided by the Boston Scientic to its customers outside USA.

I was implanted with the AMS LGX 700 in August 2021 in India.

The pump was working absolutely fine for the first few months. Then it started giving problems and the pump.bulb would get dimpled when the process of pumping was initiated.
Pumping became more and more difficult.

My friends in USA would repeatedly tell me to contact the customer representatives who would suggest several tips and tricks to get it working.

My complaint deals precisely with that. Whenever I would contact the India office, they would say we do not have such a trained person. However if the surgeon suggests a procedure, they could help out. But the whole issue is that I need help in non surgical intervention.

When I email your office in USA, they reply our representatives are only meant to help USA based customers.

I even visited the Boston Scientific office in Bangkok, they too replied they do not have trained manpower for this issue.

I cannot understand this. If a patient outside the USA buys your implant, he is not given the slightest attention.

You may suggest contact your surgeon.
But the surgeon is a specialist in the human anatomy, not with the mechanical aspects of your prostheses. Plus the surgeon would charge a high fee per visit as it is not his fault that your pump is sticky. I believe there is a Jamie who has helped numerous customers thus avoiding the need for a revision.

Your manual says do not press inflate and deflate at the same time. But this is precisely the trick suggested by your representatives to your USA customers.

I cannot wait for your Tenacio pump nor do I feel the need. All I want is the same level of customer service that you provide to your USA based customers.

I have tried various trouble shooting measures (taken laboriously from a forum called Frank Talk ) like squeezing the deflate block, pressing the deflate button, sometimes alternating between the deflate button and pump bulb. Sometimes they work, sometimes not.

Well known implanters even in the USA openly acknowledge that the AMS pump is sticky. That is why the FDI intervention and the recall happened.

Kindly arrange for me to talk to a trained BS representative about this problem as this task of inflating the device takes between 2 minutes to half a day of repeated attempts and is extremely frustrating after having paid a fortune for it. Of course the only issue is the valve keeps getting stuck and I need proper guidance on how to deal with this matter.
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REPLY FROM BSCI



Thank you for your email inquiry. I am the US based Patient Services Specialist. I am sorry to hear that you are having issues with your device. Unfortunately, the support I offer to patients is limited to ones that are implanted in the US due to FDA regulations. We are aware that patients outside of the US cannot receive such support and that is due to regulations in the various global regions.

[easymoney]

Our wonderful govt. who can't keep the borders secure but can dictate what companies can help who based on where they had surgery .. yep sounds about right.