[GraciesMommy]

I have an Avent Isis IQ Duo. The tube that connects from the motor to the horn wasn't working on Thursday. The memory button worked, and would pump from the last thing I programed it todo, but I couldn't manually pump with it. I called Avent's customer service and asked about the waranty and they said to fax a copy of my receipt to them and they would email me a shipping label to overnight it and then they would send out a replacement part.

Of course, I had lost the receipt, so I called the store I bought it from and they luckily had a record of it on their computer. I fax it over and then run home to check my email. No shipping label.

I call and get their menu, but no one answers when I get directed to customer service. It rings and rings and rings. They're an hr ahead of me, so I just assume they are closed.

So today I try calling again in the morning (still no shipping label in email) and I keep getting " your call cannot be completed as dialed...please hang up and try again" or "i'm sorry, all lines are currently busy". Frusterated beyond belief, I just keep trying to call.

Now meanwhile I am manually pumping at work, and barely gettting anything, cause the manual pump sucks, but it's better than nothing, right? And my hand is killing me now.

I get home, still no email. I call...it rings and rings and rings. So I just emailed them and NICELY explained the situation. Unfortunately it's a Friday and their offices are closed till Monday. My mom wants to send me $100 to rent a pump for a week (we;re broke) but I said no cause they really can't afford it, and it wouldn't get here till tuesday or wednesday anyway. I'm just pissed that my $300 pump is broken and their customer service sucks! I'm already sad cause I'm having to suppliment with formula and I'm not ready to give up BFing, but depending on how this weekend goes, I might lose what's left of my supply cause of my lack of pumping.

Just needed to vent....thanks.

[peace2you]

I feel your pain. Customer service is a thing of the past. I'm 57 years old and "back in my day" , companies built their business and prided themselves upon good customer service. I hope you get this resolved soon. So sorry you are having to deal with it. It's entirely uncalled for and a baby's well-being is at stake here, for crying out loud!
My own customer service horror story began on Tuesday of this week. My husband started calling SEARS warranty repair service to try to get a repairman out to see why the ice maker on our brand new refrigerator (that we just bought last Thursday) was not working. It took him practically ALL DAY! to get to speak to a human being to schedule this! They had us scheduled for yesterday between the hours of 8:00 and 4:30 PM. Don't you just love it when they can't even narrow it down to anything less than 8 hours!!! I digress. I cancelled all of my appointments and rescheduled them to stay at home ALL DAY yesterday to wait for this repairman (I'm a therapist and I earn about $300/day; this will become important in just a moment) although I only work one full day a week (Friday) and some evenings because I keep my DGD the other days while my DD works. I was in the bathroom about 2:30 when the phone rang. By the time I got to the phone, the answering machine was recording a recorded message from SEARS telling me to call an 800 number to reschedule my service! I jerked the phone up but it was just a recording talking, so once again, not a real, live, human being. I immediately called the service number back and started back through the maze of recorded and canned instructions about dialing 1 for so and so, dialing 2 for so and so (you have to listen to the entire barrage before you can dial or speak a command) only to be told (by a recorded voice) that she could not understand my command over and over!!! It took me 20 minutes to finally get a human on the phone. She said she could not help me but that the repairman had tried to call and since I didn't answer the phone the recorded message to reschedule was launched and I'd just have to wait another THREE WEEKS! for another repairman. I told her that was not acceptable and that I wanted them to contact the repairman and send him to my house now because I was at home I was just in the bathroom and I could not take another day off work to again wait for a phone call. She gave me a number to call and when I dialed it, it was a BANK! The lady on the other end was very nice and said that this happened all time and that they had called SEARS repeatedly and tried to get them to update their computer system with the correct number, to no avail. She actually gave me another phone number she said was for SEARS customer service. I called it and it was a lawn and garden dept. inside a SEARS retail store but the young man gave me ANOTHER number that he swore was the correct one. I dialed it and an irate man was on the other end of the line asking me why I was bothering him about my refrigerator when all he did was work in a SEARS warehouse shipping dept.! He gave me another number and I called it. Finally, success. A nice man said he'd be happy to page the repairman and ask him to call me. One hour later, I still had not heard from anyone so I called the nice man back. He paged the repairman again. Still no call back. I called the nice man again at 4:25 PM and told him I had not heard from the repairman. He said, "Oh, he told me he was not coming to your house. You missed your shot at getting your refrigerator fixed today because you did not answer your phone." Needless to say, I about lost all my religion. It was closing time for SEARS for the week so the whole world had to stop, too. There is nothing I could do about this until next Monday morning.
However, I got a phone call from SEARS repair about an hour ago and they wanted to reschedule my warranty work. They wanted me to miss another full Friday of work and wait at my house between the hours of 8:00 - 4:30 PM for their repairman. My response was, "OK, let me get this straight. I want to be sure I understand SEARS. You want me to miss another full day of work waiting on SEARS who will not show up again if I happen to need to urinate at the exact moment that your repairman decides to call me and lose another $300 of income which will total $600 of lost income to get a $25 icemaker repaired? Is that what you are asking me to do?" She hung up on me. I just stood there and laughed and laughed. It was kind of scary though because now I know why insane people laugh that belly shaking, teary eyed,
laugh. They have been driven absolutely bonkers and all they CAN do is laugh about it
Now, I have to go back through the maze of their phone system AGAIN next week to schedule gettting my icemaker repaired.
Is anyone seeing the humor in this besides me? Just checking to see if I'm still sane

[QueenAngie]

Briana, so sorry you have having problems w/ the pump. Could you stand in the shower and do it manually? Any amount of mother's milk is good. Keep trying, my dear!

Peace2you, I hear you about the customer service issues.

Gotta tell you, Briana, I was having trouble w/ this thread. I skimmed the first part twice - motor, horn, not working.......I thought it was about your car!

*giggles*

The part about BF and formula, so I finally got it!

[MissyChrissy]

Originally Posted by GraciesMommy

I have an Avent Isis IQ Duo. The tube that connects from the motor to the horn wasn't working on Thursday. The memory button worked, and would pump from the last thing I programed it todo, but I couldn't manually pump with it. I called Avent's customer service and asked about the waranty and they said to fax a copy of my receipt to them and they would email me a shipping label to overnight it and then they would send out a replacement part.

Of course, I had lost the receipt, so I called the store I bought it from and they luckily had a record of it on their computer. I fax it over and then run home to check my email. No shipping label.

I call and get their menu, but no one answers when I get directed to customer service. It rings and rings and rings. They're an hr ahead of me, so I just assume they are closed.

So today I try calling again in the morning (still no shipping label in email) and I keep getting " your call cannot be completed as dialed...please hang up and try again" or "i'm sorry, all lines are currently busy". Frusterated beyond belief, I just keep trying to call.

Now meanwhile I am manually pumping at work, and barely gettting anything, cause the manual pump sucks, but it's better than nothing, right? And my hand is killing me now.

I get home, still no email. I call...it rings and rings and rings. So I just emailed them and NICELY explained the situation. Unfortunately it's a Friday and their offices are closed till Monday. My mom wants to send me $100 to rent a pump for a week (we;re broke) but I said no cause they really can't afford it, and it wouldn't get here till tuesday or wednesday anyway. I'm just pissed that my $300 pump is broken and their customer service sucks! I'm already sad cause I'm having to suppliment with formula and I'm not ready to give up BFing, but depending on how this weekend goes, I might lose what's left of my supply cause of my lack of pumping.

Just needed to vent....thanks.

That really sucks. Is it possible they're located somewhere where there has been flooding or tornadoes? There have been a lot of severe storms all around the nation in the past couple days. Not that that helps your situation any

[GraciesMommy]

Originally Posted by MissyChrissy

That really sucks. Is it possible they're located somewhere where there has been flooding or tornadoes? There have been a lot of severe storms all around the nation in the past couple days. Not that that helps your situation any

You know, I never thought about that. I'm going to try again Monday morn. I"m glad this monday isn't the holiday weekend.

[amholb0]

Hope it all works out!

[GraciesMommy]

So yea it was the weather out there. They're in IL. They replaced the handle...but it was still broken so I called and they shipped out a new motor and woo hoo! It works again! Not pumping at work but still getting about 4 oz at the end of the day. As long as I can keep nursing for 2.5 more months, I"m ok. Just wanted to update

[MissyChrissy]

I'm glad it worked out & you finally have a working machine. I thought with such a reputable company there had to be an explanation...I was grasping at straws though when I posted that!