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Just Other Articles - Your Service Sucks!
I didn’t realize how bad service had become until recently when I tried to get a brand new dryer repaired under warranty.
I did everything right. In fact, I didn’t even press to get an e
I did everything right. In fact, I didn’t even press to get an e
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
arlier appointment.
The repair truck pulled up, and the driver just sat there for about ten minutes before coming to the door. When he arrived, he mumbled so badly that I had to keep pro
The repair truck pulled up, and the driver just sat there for about ten minutes before coming to the door. When he arrived, he mumbled so badly that I had to keep pro
; 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
mpting him to repeat himself.
He asked what was wrong with the machine, as if he hadn’t been briefed.
“It won’t dry clothes.”
Looking at the machine he said “We’ve had a lot of problem
He asked what was wrong with the machine, as if he hadn’t been briefed.
“It won’t dry clothes.”
Looking at the machine he said “We’ve had a lot of problem
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
s with this model. Maybe you can get them to give you a new one.”
“It is new,” I pointed out.
“Well, I suppose we can order the parts,” he murmured, not at all bolstering my confidence
“It is new,” I pointed out.
“Well, I suppose we can order the parts,” he murmured, not at all bolstering my confidence
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
in his abilities.
“You mean you don’t have the parts on the truck?” I asked, wondering at that point why they even bothered having trucks, except for the fact that customers might expect
“You mean you don’t have the parts on the truck?” I asked, wondering at that point why they even bothered having trucks, except for the fact that customers might expect
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
to see them.
“No, I’ll have to order the parts for you,” he replied weakly, and with that, he opened a battered laptop, something out of Han Solo’s junk cruiser, and began to tap in an
“No, I’ll have to order the parts for you,” he replied weakly, and with that, he opened a battered laptop, something out of Han Solo’s junk cruiser, and began to tap in an
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
order.
He printed a receipt and told me he was setting an appointment for the following Thursday, but he didn’t expect the parts would even be in at that point. If they hadn’t arrived, h
He printed a receipt and told me he was setting an appointment for the following Thursday, but he didn’t expect the parts would even be in at that point. If they hadn’t arrived, h
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
e’d set yet another appointment.
Fast forwarding, I got an automated call on Tuesday telling me to phone in about my scheduled appointment. I am told that my parts won’t arrive in time f
Fast forwarding, I got an automated call on Tuesday telling me to phone in about my scheduled appointment. I am told that my parts won’t arrive in time f
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
or Thursday’s slot because “They haven’t even been shipped, yet.”
The following morning, the parts arrive in a box at my doorstep. I’m confused. Why were they sent to me and not to the s
The following morning, the parts arrive in a box at my doorstep. I’m confused. Why were they sent to me and not to the s
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
ervice person?
I call in again, and the auto-voice tells me we’re still on for Thursday’s meet.
So, on Thursday, I baby sit the dryer from 1-5, but no one shows up.
I call in and they
I call in again, and the auto-voice tells me we’re still on for Thursday’s meet.
So, on Thursday, I baby sit the dryer from 1-5, but no one shows up.
I call in and they
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
ell me, “We tried calling both of your numbers at 7:40 in the morning.”
What that has to do with getting my clothes dried, I don’t know.
My phone logs show no such contacts were made, a
What that has to do with getting my clothes dried, I don’t know.
My phone logs show no such contacts were made, a
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
nd I suspect the driver went to the beach, instead, and I say so.
We reschedule for the next Tuesday, from 1-5. Again, the driver is a no-show.
What’s up with this? Where is your man?
We reschedule for the next Tuesday, from 1-5. Again, the driver is a no-show.
What’s up with this? Where is your man?
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
I call and express my concern, mentioning I am President of Customersatisfaction.com and best-selling author of numerous books, including MONITORING, MEASURING & MANAGING CUSTOMER SERVICE
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
.
A poorly trained, robotic CSR says, “I’m sorry that happened. Would you like to set another appointment?”
I’m inconsolable.
“I don’t want your apologies or even appointments. I want
A poorly trained, robotic CSR says, “I’m sorry that happened. Would you like to set another appointment?”
I’m inconsolable.
“I don’t want your apologies or even appointments. I want
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
DRY CLOTHES!” I bark.
We’re going on three weeks, and I’ve complained through the web, called in to a “special 800 number,” which wasn’t staffed, and I’m about to return the machine, alt
We’re going on three weeks, and I’ve complained through the web, called in to a “special 800 number,” which wasn’t staffed, and I’m about to return the machine, alt
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
ogether.
Someone needs to give this behemoth of a company this message:
Warranties came about because customers wouldn’t buy increasingly complicated machinery and technology without th
Someone needs to give this behemoth of a company this message:
Warranties came about because customers wouldn’t buy increasingly complicated machinery and technology without th
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
e promise that they would be repaired when they broke or failed to perform their intended functions.
Warranties and the service that makes them meaningful are not add-ons or gifts that a
Warranties and the service that makes them meaningful are not add-ons or gifts that a
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
re “given” to customers.
They are PART OF THE PRODUCT ITSELF, bargained and paid for, expected and essential satisfactions.
When you fail to back your products with timely and capable s
They are PART OF THE PRODUCT ITSELF, bargained and paid for, expected and essential satisfactions.
When you fail to back your products with timely and capable s
.
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
ervice, you have breached your contract. More important, when you do it callously, repeatedly, and without remorse, you’re acting in bad faith, and you’re setting yourself up for class-ac
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
tion lawsuits.
This is exactly where we, as consumers, need to be MORE litigious.
It may to be the only thing that will get the attention of manufacturers and their errant service units
This is exactly where we, as consumers, need to be MORE litigious.
It may to be the only thing that will get the attention of manufacturers and their errant service units
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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