I have rather a large (for this state) Medela depot.  So far I have sold
about 8 PISs and have  had no complaints about any.  I try to make it clear
that personal products are not refundable, but also that if the client has a
problem, Iwant to know about it.   Often, despite our discussion about how to
use a pump, clients are not realistic in their expectations of what a pump
can do.
     I also have had some Advance kits go out.  Last week I examined the pump
and kit of one of my clients who felt it was not working correctly, and sure
enough, according to my little gauge, one side was pumping at a different
pressure than the other.  I replaced  her kit with an old kit, the defective
kit will go to the engineer(s) at Medela, and I quickly ordered 10 old kits.
     I also had questions last week (or was it the week before?) and was told
the engineer was on vacation.  As it is August, and I was getting ready to
leave myself, I had no reason to believe I was told this out of any ulterior
motive.  I have been working with Medela for ten years now and believe I have
always been treated fairly, responsively, and with dignity.  I am sorry that
not all of you feel the same way, and suggest that you make an effort to
maintain  an ongoing relationship with customer service and regional
representatives.  It is much easier to ask questions of people that you deal
with regularly.  I found that once I knew personally whom I was dealing with
I felt I was better served.
     I try to test most of the new products that come out on someone I know.
 This is not the first time there have been a few "bugs" that needed working
on, and I'm sure it won't be the last.  If there is a problem, let someone at
the company know about it, and take care of it.  I have even called with
questions or problems while I was dealing with a client.  I hope that it
makes clients feel well-served.
     Yes, I do make money on the Medela business.  Without it, I probably
would not have been able to attend the conferences and buy the literature
that I needed to become certified.  Medela  pumps even paid the fee that I
needed to sit for the exam.