Hi everyone,

I just started a M----a pump rental station out of my home. I had a mother
call me on Monday who had been using a G----r pump and had burned out three
motors so far and her baby is only 10 wks. The hospital recommended she rent
a Lactina to use at work (she works full-time) and referred her to me. We
talked on the phone about the Lactina and set up an appointment for her to
pick it up.

After I got off the phone my new Pump In Style pump came by UPS. When the
mother arrived I showed her both the Lactina and the PIS and discussed both
with her. She decided it would be better for her to purchase the PIS because
she plans on having more children and the difference in price between a long
term pump rental and purchasing the PIS wasn't much. She seemed very happy
when she left.

Well today she called and wants to return the pump. I asked if there was a
problem with it and she said she just decided she didn't like it, too much
tubing to mess with and she didn't like double pumping. Now she says she is
only going to bf for another month and doesn't even know if she'll go back to
work if she has another child. I explained about pumps being personal care
items and the warranty covering defects only. She still wasn't happy. I
called M----a and they said everything I'd already told her. They also
offered to explain their policy to her. What I'm wondering is how those of
you that are very experience with pump rental stations have handled something
like this. I want my customer to be happy but I don't want to take back a
pump that I can't use.

Any suggestions? You can't very well offer a try before you buy with
something like this so what's a pump rental station supposed to do? You can
believe that from now on I will clearly state that purchased pumps are NOT
returnable.

Kim Balzer, LLLL