Hiya.

Is it me or is anyone else waiting for parts to repair a Medex syringe driver? I have got an order which has been outstanding for 3 months! After a recent phone call to the customer service department (of Smiths) they still dont have the parts!!

Is this company broken and in need of fixing?

If it, is it's certainly not the only one!

Two comments come to mind:-

1) Kit is no longer made, shall we say, just down the road.

2) Biomed departments don't stock spare parts like they used to. "Parts inventory ties up money" you know!

It's all part of the way things are now. In our wonderful globalized, er, globe, where we're all so integrated, enmeshed and engrossed in, and with, each other, when a guy working in a factory out in China has a bad hair day, the repercussions are felt as far away as, er, Manchester (or so it would seem in this case).

We've just received, 10 months after placing the order , a label for a Medex pump so hang on in there!

Yes.

You may have to wait:

I received an order for spare parts from Smiths that I placed on the 15th Nov. 2006. After numerous attempts to chase up this order , I lost hope.

The moto with Smiths is - Don't give up!

Correctly spelt (and in English)? Hoorayh!

Have any of you guys actually complained to Smiths about the 'service' they are providing? If so what response did you get?

Thanks for the input everyone.
Stock isnt the real issue, geoff. Although I understand what youre saying about outsourcing...
Most other manufacturers manage to fulfill my order requests within a few days.

I think ill forget about holding my breath!!

Complain hahaha.... if its this hard to get a part, I wouldnt like to attempt that John.

No wonder they get away with such crap if nobody is willing to take them to task for such shoddy 'customer service'.

I know our manager has put in a official complaint but I'm not aware of what the outcome was - it isn't just Medex that's the problem for us, it was Graseby and Pnuepac as well.

They all come under the Smiths umbrella Rob. Also includes Level 1, BCI etc. The bigger they get the more cavalier their attitude to the customer it seems.