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Subject:
From:
Richard Weston <[log in to unmask]>
Reply To:
Lactation Information and Discussion <[log in to unmask]>
Date:
Thu, 8 Aug 1996 08:20:15 EDT
Content-Type:
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At Medela, we are happy to see the dialogue which occurs on the Lactnet between
professionals in the breastfeeding community.  Sharing questions, comments and
concerns is one way we all can benefit and improve the quality of products and
services we provide to breastfeeding mothers.  That commitment to excellence is
the driving force behind all that Medela does in the way of developing products,
services and support for breastfeeding.

We would like to reinforce that commitment to you, by encouraging anyone who has
concerns about a Medela product or service, to contact us as soon as possible.
We want to know what is happening in the community because it is through your
experiences and input that we can correct problems, improve quality and develop
new and better products that will benefit everyone in breastfeeding.   This job
is made more difficult, if you do not directly communicate your experiences with
us.

For some time, we have had a mechanism in place at Medela which will help you
communicate your concerns.  We would like to share with all of you just how that
mechanism can assist you and hopefully resolve any problems you may have.

1.  Call 1-800-435-8316 for a Customer Service Representative.

     We have found that this first step can often result in trouble-shooting a
problem over the phone to resolve  many situations which initially appeared to
be unresolvable or product related.
If troubleshooting does not yield a satisfactory solution, your Customer Service
Representative can then do two things:

        a.  Arrange for the return of the product, so that we can physically
examine and work with it, or
        b.  Arrange for a personal followup call by your Sales Representative.

2.  When product is returned.

      Our Engineering and Product Development team have the knowledge and
expertise to examine, analyze the product and make a determination as to the
extent of the problem.  Those findings will be communicated to you and the
product will either be repaired, replaced or a credit issued to you.  This team
also works closely with the FDA, should it ever be necessary to respond to
critical problems.

3.  Personal followup by a Sales Representative.

     If your sales representative makes a followup call, they, too, will work
with the product, determine the extent of the problem and communicate their
findings to us.  Again, if the product is defective, it will be replaced without
question.  If it damaged, we will repair it without charge.

      Your Sales Representatives can provide an in-service training program on
our products, at your request.  This can be beneficial in terms of familiarizing
them with new developments on existing products and the features and benefits of
new products.  They can resolve many issues that often may be just a matter of
training.

We encourage you to take advantage of these procedures when you or your clients
encounter a questionable situation.  By sharing your experiences with us, we are
in a better position to rectify any problems that might occur.  We all become
part of the solution, by working together for the
benefit of the entire community.

Medela stands behind each and every one of our products.  We design those
products to work effectively and efficiently for you and your mothers.  If  they
do not, we want to know about it so that we can fix it, improve it, design it
better.  We are willing to take whatever steps are necessary to sustain your
loyalty to and faith in Medela products.

Thank you for your continued support.

Richard Weston
Medela, Inc.

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