To the LIst,
I received a shock today when I tried to return a knee unit to Ossur that my
patient rejected after feeling the weight and taking one trip down my parallel
bars in a test socket. I was informed by Daniel (Ossur employee) that there
was no returns on knee units and he would have to call the area manager for
my state (Texas) to get approval. I received a call from Todd about an hour
later telling me the same information about no returns. He offered to give me a
deal on a foot to offset the cost. He further explained that the last time he
returned a knee for a company it had taken an act of congress to issue a
return even though that unit had not even been opened. As a professional I make
suggestions to my patients based on information we discuss and I in turn
recommend products that would meet their individual needs….however since I do not
have to wear these devices the final say so goes to my patients, as it is their
leg. My patient satisfaction it what is important to me. My patient is being
fit with another Ossur product (a total knee) with which he is happy. But I
am being told by Ossur that I will now have to absorb the cost of a $2000.00
knee unit. This will be the last Ossur product that is fit in my facility unless
my patient specifically requests it and I will do my utmost to steer them in
another direction, towards a company that is concerned about customer
satisfaction. Both for the professionals that suggest their products as well as the
patients that wear them. I asked Todd if it was stated in the Ossur catalog
that knee units were a NO RETURN item. He responded it was in there…I have yet
to find that statement. What it does state is that certain products have a
trail period however it does not state which products that covers. It also states
that if an amputee is dissatisfied with any such Ossur product for any
reason, the prosthetist can return the product to Ossur for a full refund. PG 229.
I contacted some of my colleagues here in Texas and were told they have been
given a very difficult time in similar situations. I am sharing this
information with the list as this NO RETURN policy is news to me. I am also contacting
the BBB as there seems to be a huge discrepancy in what is stated in their
catalog and their business practices. Todd also stated to me that if I wanted to
try a unit I should have asked for a loaner. I told him I was unaware of such
a program. His response was (laughing) well that does not surprise me, it has
only been around for about a year and I would have had to educated you about
the program. Again nothing is in the catalog that describes this process. The
conversation ended with Todd stating he would try but did not want me to be
upset it nothing could be done. I have yet to hear from him. I welcome comments
from anyone else that has encountered this type of treatment from this
company. SHAME on you Ossur for really bad business.
Suzanne O’Connor CPO LPO FAAOP
