Candybar Posted November 8, 2008 Share Posted November 8, 2008 Hello,I am not sure if anyone else has experienced problems when trying to reach Ortho's customer service but we have their pipettes for the gel system and two out of four of them have died. We don't operate very well with just two in our fast paced lab. The blood bank technical specialist tried to reach them on Friday to find out the cost of replacing them and got transferred a minimum of 6 times before finding out that the customer service department was in a meeting until noon. She left her name and number where she could be reached, but never received a return phone call. I have never personally had to call them but when I have had to deal with other customer service departments they are usually a little bit better at getting in touch with their clients as that is how they make their money. I know that as of Friday, our blood bank technical specialist was threatening to go back to the test tube method and pitch the gel because our patients deserve better service than this and so do we.Anyone else experience this kind of issue with Ortho or any other company for that matter???Tammy Link to comment Share on other sites More sharing options...
Candybar Posted November 8, 2008 Author Share Posted November 8, 2008 Hello,I am not sure if anyone else has experienced problems when trying to reach Ortho's customer service but we have their pipettes for the gel system and two out of four of them have died. We don't operate very well with just two in our fast paced lab. The blood bank technical specialist tried to reach them on Friday to find out the cost of replacing them and got transferred a minimum of 6 times before finding out that the customer service department was in a meeting until noon. She left her name and number where she could be reached, but never received a return phone call. I have never personally had to call them but when I have had to deal with other customer service departments they are usually a little bit better at getting in touch with their clients as that is how they make their money. I know that as of Friday, our blood bank technical specialist was threatening to go back to the test tube method and pitch the gel because our patients deserve better service than this and so do we.Anyone else experience this kind of issue with Ortho or any other company for that matter???TammySorry, forgot to put that I work at St. Mary's in Madison, Wi. Link to comment Share on other sites More sharing options...
Lcsmrz Posted November 9, 2008 Share Posted November 9, 2008 We've gone back to our old MLA's. The techs seem to like them better ... Link to comment Share on other sites More sharing options...
Trek Tech Posted November 10, 2008 Share Posted November 10, 2008 I have not had difficulty with Ortho that a quick call to my sales rep didn't take care of! She doesn't like to lose customers and always comes through for me.I use the pipettor from Ortho for panels only (repetitive plasma pipetting). I absolutely love my Ovation, 10-100ul, adjustable pipette as do my techs. I have mine set for 10ul, 25 ul, 50ul, and 100 ul. It is very ergonomic (speaking as one who has had elbow and hand surgery from using Ortho's pipettor for years). Link to comment Share on other sites More sharing options...
Antrita Posted November 11, 2008 Share Posted November 11, 2008 I haven't had problems with Ortho on the phone but have had major problems getting in contact with my sales rep. I went for years thinking I didn't have one and found out from my Immucor rep that I actually did have one.I see him a little more now because we are thinking about getting the ProVue.If it wasn't for the fact that I love gel I probably would only deal with Immucor.Antrita Link to comment Share on other sites More sharing options...
Mary** Posted November 12, 2008 Share Posted November 12, 2008 I also have not had any problems with the 800 number. Although I seldom set eyes on the Ortho Rep, my Ortho Rep was EXTREMELY helpful to me when I had to replace everything we had becasue we lost it all in a flood.She bent over backwards to get us everything we needed to reopen 5 months later. We did it all my email and phone. You have no idea how hard it was to reconstruct a department and she made it easier.You probably caught someone at Ortho on a bad day. Link to comment Share on other sites More sharing options...
Mary Leslie Posted November 12, 2008 Share Posted November 12, 2008 Call your sales rep. they will get you what you need pronto! Link to comment Share on other sites More sharing options...
jhaig Posted November 12, 2008 Share Posted November 12, 2008 I haven't had problems with Ortho on the phone but have had major problems getting in contact with my sales rep. I went for years thinking I didn't have one and found out from my Immucor rep that I actually did have one.I see him a little more now because we are thinking about getting the ProVue.If it wasn't for the fact that I love gel I probably would only deal with Immucor.AntritaSame here with my Ortho rep. I was doing comparisons between the Immucor Echo and the Ortho Provue and after mentioning I had done a site visit with the Echo, I was contacted by my Ortho rep (this was news because I didn't know who it was to begin with) about seeing a Provue in action. I had given the rep dates of availability and waited for a reply. Well, I'm still waiting. My attempts at e-mail and voice mail have been in vain. I'm not going to go chase them down either. If Ortho wants to sell me something, my number's in the book:cool: Link to comment Share on other sites More sharing options...
Tony R Posted November 12, 2008 Share Posted November 12, 2008 I haven't personally dealt with Ortho customer service but I do know that I visited a lab that was switching from Gel to the Echo. When I asked why they were switching I was told that they had trouble with Ortho's customer service. That wasn't the only reason they gave but I thought I'd let you know.Later Link to comment Share on other sites More sharing options...
J Schuler Posted November 12, 2008 Share Posted November 12, 2008 Ortho customer service seems to be going downhill. I have called customer service with reagent problems, and they treat you like you are clueless. When there is a problem, you get no feedback. I have had 3 different Ortho Reps in the last 2-1/2 years. Before AABB, I had to call Customer Service to even find out who my rep was. At AABB, I walked through the Ortho booth, stopped to look at something, stood around and nobody approached me. I was shocked especially since a bunch of the reps were standing around and talking to each other! What happened to them attacking you as soon as you set foot in the booth? Link to comment Share on other sites More sharing options...
KKidd Posted November 12, 2008 Share Posted November 12, 2008 If you are not a large customer who is spending the big bucks, you get no attention. I remember the days when your rep would drop by to see you and call occasionally. However, the good old days are gone. Our choices for vendors are limited. Every customer should be a valued one.:disbelief Link to comment Share on other sites More sharing options...
LABKING Posted November 13, 2008 Share Posted November 13, 2008 Ortho is bad about thatbad Link to comment Share on other sites More sharing options...
csjuarez Posted November 14, 2008 Share Posted November 14, 2008 I have had excellent service from Otho, and my sales rep makes regular visits and is very responsive to email and phone calls. He is even proactive in getting things done when I haven't viewed a situation as a special problem. I hope my experience is more the norm than some of these entries indicate! Link to comment Share on other sites More sharing options...
Mabel Adams Posted November 17, 2008 Share Posted November 17, 2008 Out west reps are often given geographically huge areas. The folks back east making the decisions must go by number of accounts or population when assigning them and just don't understand how many miles there are between places in Montana, Idaho, Oregon and Washington. Still, email or phone contact would go a long way. Link to comment Share on other sites More sharing options...
Mary Leslie Posted December 12, 2008 Share Posted December 12, 2008 Our Ortho trainer told our smaller facilities going through gel training that gel testing is moderate complexity...any thoughts? Link to comment Share on other sites More sharing options...
Antrita Posted December 12, 2008 Share Posted December 12, 2008 I was annoyed enough with Ortho service that we switched pipets. We use MLA pipettes instead of Ortho's.Antrita Link to comment Share on other sites More sharing options...
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