Roy's Rehab

CardiacDirect has more than 25,happy customers over the last years in business We will always do the right thing and this situation is no exception This particular customer purchased a refurbished stress EKG system from CardiacDirect and it was shipped 3/23/which was TWO YEARS AGO The unit shipped with a year warranty Since that time, our technical service personnel have performed teletraining to DrN***'s staff on several occasions Each time, the machine has worked perfectly at the conclusion of the training According to our service records, the first training was completed April 17th, with DrN***, J [redacted] from his staff and another physician This minute training included "minutes on the phone with them training them how to load paper, hookup patient cable, setup, environment of the system and a full function stress test with success" We heard nothing from the customer until 1/23/when we received a message from J [redacted] explaining that she would like training again The training notes explain that the customer was told she must get lead averages before running the treadmill Since then we have not heard form the customer The issue seems to be related to retention of the training by the office staff We have received zero correspondence from the customer since the last training until this complaint Upon receiving this complaint, CardiacDirect staff has attempted to contact the customer numerous times via phone and email Most recently, we have been told by DrN***'s brother that he is out of town and will contact us when he returns We are hoping for a positive resolution to the customers issue.I don't know of many companies that will still offer costly technical support training on a device that is out of warranty and has been out of our possession for years Ultimately, we would like Clayton Medical and Vascular and DrN [redacted] to be please with his purchase, but after two years, a refund is simply not possible or reasonable I suggest DrN [redacted] or his staff contact us company via email ([email protected]) or our toll free number (###-###-####) to schedule additional no cost technical support

Complaint:
I am rejecting this response because:Please see my brother's response below, he did a little editing of what I previously mentioned as he dealt with the issue more especially that I was in and out of the state: I am writing in response to the correspondence from Cardiac Direct and to verify some points mentioned in the initial complaint that was submitted by my brother, *** N***, MD. The refurbished stress EKG system was shipped to my clinic without manual or guide /instructions for operating the machineMy nurse and I struggled for several days to operate the stress EKG system without successWe called Cardiac Direct for assistance and we received an initial training as reported in the company correspondenceThis happened after multiple calls as the agent who communicated with us mentioned that a technician will be calling us soon to provide trainingEventually, we received training by that agent as no technician contacted usWe scheduled the first case to perform exercise stress test and the patient was hooked to the systemAfter starting the test, we noted that the system did not move along to the next stage as it is expected to doWe called Cardiac Direct and left a message requesting further assistanceThe initial training did not cover this dilemma as we did not proceed through the whole testing process to uncover any further issues with the machineWe had to cancel the test as we could not get hold of anyone to helpWhen the agent finally responded to our calls several days later, he stated that we did not retain the information provided by the initial trainingI explained to him that we are experiencing a different problem that was not encountered previouslyHe stated that a technician will be calling us as he does not have enough experience to troubleshoot this situationTwo weeks later, I had my nurse call him again to verify why no one called yet to provide assistanceShe left a message requesting a call backAs nobody returned her call, I called Cardiac Direct again and was able to speak to the same agent we have been dealing withHe asked: so no technician called you yet? I replied to him no one didHe promised to get a technician call us soonI waited more than weeks for that call that never happened and was not sure how to deal with this situationWe called again and left messagesAlso, I had my practice manager follow on this matter and she made multiple calls and left several messages to have someone call usEventually my nurse was able to speak with the agent , who expressed his surprise that no technician called us yetMy nurse arranged with him to call back after minutes after we hook my practice manager to the cable and practice on herAfter minutes, my nurse called him but he did not answerI called again and left a message stating that my practice manager is hooked to the machine and we are waiting for him as he promised to troubleshoot the problemHe never called that daySeveral weeks later I called Cardiac Direct and was able to speak to the agentI expressed my frustration and asked him to send me the manual and we will follow the instructionsHe expressed wonder that a manual was not sent with the machine and he promised to send it by mail within few daysSeveral weeks later, my practice manager talked to him letting him know that we did not receive the manual yetHe said he will send it as an attachment by emailThat was the last time we were able to contact that agent as we left him several messages letting him know we did not receive the manual by email yet. I experienced a great deal of disappointment and frustration and felt a sense of disrespectWe had that stress EKG system for years and were not able to use itI started sending my patients to cardiology for treadmill stress testing and the stress EKG system from Cardiac Direct is sitting in my clinic uselessI thought several times to sell it but how can I do so without providing a manual to the buyer and being not sure whether the system functions appropriately.I want to point here to some inaccuracy in the response sent to you from Cardiac Direct stating “We have received Zero correspondence from the customer since the last training until this complaint”This is totally incorrect.We simply made a bad purchase with no sufficient customer supportI have recently received a call from that agent after we submitted the complaintHe was wondering that the system is still not functioning, probably forgot about all those calls and messages left to him asking just for the manual!.We are kindly asking to return that machine with complete refund. A*** *** MDRegards,
*** N***

CardiacDirect has more than 25,happy customers over the last years in business We will always do the right thing and this situation is no exception This particular customer purchased a refurbished stress EKG system from CardiacDirect and it was shipped 3/23/which was TWO
YEARS AGO The unit shipped with a year warranty Since that time, our technical service personnel have performed teletraining to DrN***'s staff on several occasions Each time, the machine has worked perfectly at the conclusion of the training According to our service records, the first training was completed April 17th, with DrN***, J*** from his staff and another physician This minute training included "minutes on the phone with them training them how to load paper, hookup patient cable, setup, environment of the system and a full function stress test with success" We heard nothing from the customer until 1/23/when we received a message from J*** explaining that she would like training again The training notes explain that the customer was told she must get lead averages before running the treadmill Since then we have not heard form the customer The issue seems to be related to retention of the training by the office staff We have received zero correspondence from the customer since the last training until this complaint Upon receiving this complaint, CardiacDirect staff has attempted to contact the customer numerous times via phone and email Most recently, we have been told by DrN***'s brother that he is out of town and will contact us when he returns We are hoping for a positive resolution to the customers issue.I don't know of many companies that will still offer costly technical support training on a device that is out of warranty and has been out of our possession for years Ultimately, we would like Clayton Medical and Vascular and DrN*** to be please with his purchase, but after two years, a refund is simply not possible or reasonable I suggest DrN*** or his staff contact us company via email ([email protected]) or our toll free number (###-###-####) to schedule additional no cost technical support

This customer placed on order for a NEW EKG machine on 7/28/and CardiacDirect shipped a NEW EKG machine the same day to the customer Our sales order and invoice clearly show our return policy The customer received copied of both the Sales Order and invoice via email on 7/28/
The package was delivered 8/3/at 9:37AM According to our return policy, the customer would have needed to request an RMA (return material authorization) for return on or before 8/ Our policy is pasted below and is intended to be easy to follow and straightforward Is is a line item on every sales order created by CardiacDirect and is provided to each and every customer we service Our salespeople are instructed to go over this policy with our customers as well."TERMS AND CONDITIONS: Please read thoroughly All orders must have a signed sales order to be processed Vendor will not charge a restocking fee for items returned to us within days upon receipt of product IN ORIGINAL PACKAGING Products returned to us after days upon receipt will be subject to a 20% restocking fee(Additional fees may apply based on items condition) Vendor cannot and will not accept a return on any item after days of the original purchase date If vendor shipped a product under a Free Shipping promotion we will deduct the actual cost of shipping to you, even though the item/s were originally shipped at our expense ALL ITEMS MUST BE RETURNED IN THE ORIGINAL PACKAGING A return material authorization (RMA) number must be obtained from customer service or a sales representative for any and all returns Any product incorrectly returned to Vendor without a valid RMA number will not be accepted and will not be eligible for credit By accepting delivery of your product, you agree to all terms and conditions of Raine Industries. Shipping: For very small, expedited or heavy/bulk orders, a adjustment may be made to the shipping feesShipping costs on Sales Orders are estimations and actual shipping costs may vary Customer is responsible for actual shipping cost unless otherwise arranged." On Sept 10th our sales representative received an email from the customer asking about the included supplies and claiming the machine looked refurbished That email was forwarded to our customer service department and documented in our customer management software Our customer service department contacted the customer via telephone to see what we could do to help Customer service asked the customer to supply photos of the machine which were never provided After placing a followup call with no reply from the customer, the case was closed Our EKG machines ship with a sample pack of thermal paper and sample electrodes good for roughly patients use These items were checked off the packing list and pre-shipment inspection paperwork prior to being turned over to UPS At this point CardiacDirect has provided the customer all items promised Our return policy is in place to make sure customers have ample time to inspect and trial our equipment CardiacDirect will happily accept return or replace items within the day window We also offer a day extension (days total) with a small restocking fee in case a customer has a change of heart after the day window expires Our policies exist to make sure customers never feel pressured In this case, however, nearly months have passed since the order was placed.Based on the above information, CardiacDirect cannot accept return of the machine at this point, but we would be willing to swap the machine for another NEW unit OR provide electrodes (good for patients) to the customer free of charge as a sign of good faith If we were within the 7-day window, CardiacDirect would refund the customer no questions asked We want happy customers!We do everything possible to make our customers happy We have provided equipment to more than 25,physicians and facilities worldwide Our customer service professionals are available to handle situations like this Simply call and we will help We will contact this customer again to see how we can help and if one of the options provided above will remedy the situation