Tuesday, December 13, 2011

Best customer service ever

Ok, so I hadn't been feeling the love for my Ameda for a little while.  Lately it just seemed like it wasn't up to snuff.  I was only getting 11 or 12 ounces at work when I used to get 16 ounces easy.  I cleaned everything and changed out some parts, but it still wasn't great.

Well, last Tuesday at the end of my second pumping session at work it all of a sudden made this loud whirring sound five or six times and then stopped altogether.  Dead.

Damn.

Not knowing what else to do I called the customer service line.  I explained what happened and let her listen to the whirring (it would do it six times and stop every time I turned it on).  She said something about it being a known problem and that they would send me a new unit with overnight shipping and that I'd have it Thursday (they were getting a shipment in on Wednesday).  They would have even paid for a rental for me, but there is no Ameda place anywhere near my zipcode.  So I stopped at Walmart on the way home and picked up a little single electric to get me by (Evenflo Simply Go - that thing is so freaking loud!).

My new pump ended up not getting here until Friday because there was a delay. We had left to go out of town at 1:00 so I didn't even try my new pump until yesterday.  I was unpleasantly surprised to find that it barely worked.  I mean, the unit turned on, but there was barely any suction (at least compared to my old one). In 10 minutes of pumping both sides I got maybe 1.5 ounces.  I should have easily have had 4 or 5 by that point.

Ugh.

So I hand expressed 4 ounces of milk and decided that I would just leave work at 4:00 and go home and pump with my loud ass single pump before picking the munchkin up from daycare.

I called customer service back and explained what was going on.  She asked a bunch of questions, got the number off the bottom of the pump and had me try some things with the pump to check the suction.  When I told her it just really wasn't working she said "I'm so sorry for the inconvenience - we'll send you a new unit and you should have it on Wednesday."

Wow.  I honestly don't think that I have ever had such an easy experience with customer service.

Hopefully when the new unit gets here tomorrow it is awesome and has some stellar suction and I will go back to loving Ameda completely. But at least right now I am loving their customer service.

3 comments:

  1. I've had to start helping my Ameda along recently.

    Half way through a session I'll have to squeeze the ladies to get all of the milk out. It's and intense pain in the butt, but I get 1-2 ounces more.

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  2. Oh yeah, I was already doing that. It could just be that I'm drying up, but I used to easily get 9 ounces my first pumping and another 6 or 7 the second time. Now I'm lucky to get 11 total. Keeping my fingers crossed that the new pump picks up the slack.

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  3. WOW! I'm glad that was such an easy replacement for you. I hope the new unit will work like a charm so that you can keep your pumping on schedule and ditch that noisy hand pump.

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