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Useful Advices - The Latest Wrinkle in Customer Service - Blame the Customer!
Recently, I needed to get a brand new clothes dryer repaired that refused to generate hot air.
I phoned the warranty folks and they told me, because it was Christmas time,
I phoned the warranty folks and they told me, because it was Christmas time,
According to USFDA, a combination product is one composed of any combination of a drug and device; biological product and device; drug and biological product
I’d have to wait about a week and a half before I could dry my clothes.
When the guy arrived, he scoped out the machine and said I bought the wrong model, they’ve had a l
When the guy arrived, he scoped out the machine and said I bought the wrong model, they’ve had a l
; or drug, device, and biological product and fixed dose combination would include two or more combinations of drug.
Examples of combination products may in
Examples of combination products may in
ot of trouble with that one, and if I begged the manufacturer, it might replace the unit, altogether.
I told him that wasn't what I needed. I'd settle for some dry clothes
I told him that wasn't what I needed. I'd settle for some dry clothes
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
, today.
“Oh, well it seems you need some parts. I’ll order them and let’s set another appointment a week and a half from now."
“What? You came out here a week late with
“Oh, well it seems you need some parts. I’ll order them and let’s set another appointment a week and a half from now."
“What? You came out here a week late with
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
o parts on the truck?”
“We can’t be expected to stock EVERYTHING on our trucks, you know!”
That is just the kind of baloney, if it goes unchallenged, that keeps people fr
“We can’t be expected to stock EVERYTHING on our trucks, you know!”
That is just the kind of baloney, if it goes unchallenged, that keeps people fr
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
om getting the repairs they need.
At first, it sounds logical.
Customers are hypnotized into thinking, “Trucks are only so large, and these service people must repair a d
At first, it sounds logical.
Customers are hypnotized into thinking, “Trucks are only so large, and these service people must repair a d
ucts have become life saving products for the pharmaceutical companies who doesn’t have many innovative molecules in their product pipeline and have been inc
ozen different appliances, so gee, golly, gosh I must be asking a lot to expect them to be able to start and to finish a job the first time out.”
But wait a second. They k
But wait a second. They k
easingly used in the product life cycle management. Even the companies having product patents are trying to extend their product life cycle through the combi
ew what the problem was long ago, and certainly they had time to get the parts. Don’t they warehouse them, somewhere? Why didn’t they simply put the parts most likely to fi
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
x my problem on that specific truck?
Cleverly, this behemoth of a warranty repair company trained its personnel to suggest that a customer has “unreasonable expectations”
Cleverly, this behemoth of a warranty repair company trained its personnel to suggest that a customer has “unreasonable expectations”
and physically. They need to rightly judge the benefits of the combination products and they have to even look at the risks involved when combining the produ
if he or she believes one appointment should fix their broken appliance.
I know they've been trained to say this because I have heard it no fewer than three times from th
I know they've been trained to say this because I have heard it no fewer than three times from th
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
s firm, twice from phone personnel, and once from the guy in the field.
Let’s finish this saga, shall we?
Some parts arrived by mail at my house about four days later, in
Let’s finish this saga, shall we?
Some parts arrived by mail at my house about four days later, in
ding difficulty in defining their combination products and facing various challenges from selecting a combination to marketing it.
Following aspects would a
Following aspects would a
plenty of time for the next scheduled repair visit, but the company canceled that appointment. Two weeks later, after much complaining on my part, a couple of guys showed
dd to the challenges in developing combination products:
Which markets to tap where the combination products can do fairly well?
Which combination prod
Which markets to tap where the combination products can do fairly well?
Which combination prod
up and looked at the machine and determined THE GAS VALVE HAD NOT BEEN TURNED TO THE ‘ON’ POSITION.
For this reason, my clothes hadn’t been drying.
The first guy who they
For this reason, my clothes hadn’t been drying.
The first guy who they
cts are meaningful and rational?
Which therapeutic categories to select?
Which Combinations can address unmet needs of the patients?
Do combin
Which therapeutic categories to select?
Which Combinations can address unmet needs of the patients?
Do combin
sent out was totally inept and missed this obvious fact, forcing me to commute to a functioning dryer miles away from home, for the better part of a month, every time I ne
tions increase the patient compliance?
What would be the developing cost?
How to tackle the risks encountered during combination product developmen
What would be the developing cost?
How to tackle the risks encountered during combination product developmen
ded clean clothes.
After that repair, the brand new companion washer broke. I was blamed for having left a small sock in the machine which it chewed and swallowed but coul
After that repair, the brand new companion washer broke. I was blamed for having left a small sock in the machine which it chewed and swallowed but coul
t?
As combination products don't fit into the traditional categories of drugs, medical devices, or biological products, the USFDA is in the process of devel
As combination products don't fit into the traditional categories of drugs, medical devices, or biological products, the USFDA is in the process of devel
dn’t completely digest. The repairman claimed he was “doing me a favor” by not charging me for something that really isn’t covered under warranty.
Last week, I was contact
Last week, I was contact
ping new procedures for reviewing their safety, efficacy and quality.
Professional from academic institutions, pharmaceutical industries, health care indust
Professional from academic institutions, pharmaceutical industries, health care indust
ed by the same outfit and asked if I want to purchase an extended warranty.
They have to be kidding.
I don’t need to be blamed or to hear weak alibis every time I need cu
They have to be kidding.
I don’t need to be blamed or to hear weak alibis every time I need cu
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
tomer service.
There are three rules that manufacturers and their service fleets should obey:
(1) Build products that don’t break in normal use.
(2) If your products bre
There are three rules that manufacturers and their service fleets should obey:
(1) Build products that don’t break in normal use.
(2) If your products bre
.
As there is an increasing trend of the combination products companies manufacturing such products should be able to tackle the problems involved in the de
As there is an increasing trend of the combination products companies manufacturing such products should be able to tackle the problems involved in the de
ak, fix them fast, without complaint. Build the proper infrastructure to make that possible. Stock your trucks with the parts relevant to each repair order, thus maximizing
elopment. They need to be wiser in analyzing the market trends and the regulatory requirements.
Companies that provide selfless information through particip
Companies that provide selfless information through particip
the odds that you’ll deliver one-call satisfaction.
(3) Never, ever blame customers. They’re not broken; it's your products, personnel, and processes that require repairs
(3) Never, ever blame customers. They’re not broken; it's your products, personnel, and processes that require repairs
tion in industry events and feedback to regulatory authorities would be able to face the challenges and will be successful in developing combination products
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