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BlackSea
Joined: 21 Jan 2010
Posts: 41
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 Posted: Sun Jan 24, 2010 2:04 am Post subject: Idromed PS 5 - Display shows nothing |
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| We received our order with Idromed PS 5 yesterday. My son couldn't use it right away because we didn't have an adapter. We bought a plug adapter today. The green right is lit on the plug unit. The display is lit but shows nothing. We've tried to press the on/off switch several times, but that didn't help. Please advice. Thanks. |
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BlackSea
Joined: 21 Jan 2010
Posts: 41
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| Posted: Sun Jan 24, 2010 3:50 am Post subject: realized we need to step up converter |
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| Had to order the step up converter, I didn't realize we need one when I was ordering. |
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support
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Joined: 20 Mar 2008
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BlackSea
Joined: 21 Jan 2010
Posts: 41
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| Posted: Sun Jan 24, 2010 7:21 pm Post subject: |
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| It turned out we need a converter and not just the adaptor. We should be getting the converter some time this week and we'll give it another try. Thanks. |
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BlackSea
Joined: 21 Jan 2010
Posts: 41
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| Posted: Wed Jan 27, 2010 12:45 am Post subject: |
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| We got a step-up converter, plugged-in Idromed into the 220V outlet, but the display still shows nothing even though it's lit. What do we do now? |
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support
Site Admin
Joined: 20 Mar 2008
Posts: 3748
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| Posted: Wed Jan 27, 2010 12:08 pm Post subject: |
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From here I can't do anthing.Please ship the device and the plug, iIwill check it.Telectrodes you can keep at home, they only increase the weight.
Use your state shipper, in case of a defect we debit back up to 40 eur. for the shipping (normal insured air freight with a tracking number is around 20 EUR)
Include a a copy of the invoice and attach one also on the pack near the address field. Sorry for the action..
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Last edited by support on Wed Feb 06, 2013 4:48 pm; edited 3 times in total |
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BlackSea
Joined: 21 Jan 2010
Posts: 41
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| Posted: Wed Jan 27, 2010 7:24 pm Post subject: |
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We received:
-Idromed 5 PS
-power supply
-electrodes
-cables
-grids
-case
Could you clarify please what items from the list above we should be sending back?
We also bought a step-up converter and an adapter ourselves. The converter is big and heavy, so we are looking into exchanging it to a small one or get one from you. Is it possible for you to test the next device prior to shipment? Would the 8-week trial start after we get a working device? Thanks. |
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support
Site Admin
Joined: 20 Mar 2008
Posts: 3748
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| Posted: Wed Jan 27, 2010 7:32 pm Post subject: |
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We only need the machine and the power plug. Please pack it really good! If you want you can take the suitcase and the inlay made for the device.
We will ship it back with a stepup convertor for free - for the hassle you had, I am really sorry.
Just to make it clear- you have to push the button switch on the machine to turn it on.
We check every machine going out of our house, so the machine you have is checked too with it's own measuring protocoll in accordance with the German medical law.
The trial period starts naturally when you get a working machine in your hands.
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Rental plan for iontophoresis
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Iontophoresis: WE CARE!
Last edited by support on Wed Feb 06, 2013 4:44 pm; edited 2 times in total |
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BlackSea
Joined: 21 Jan 2010
Posts: 41
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| Posted: Thu Feb 04, 2010 7:27 pm Post subject: |
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| Just wanted to give an update ... We sent the machine and the power plug back last week, so hopefully it would arrive sometime next week. Could you please let us know when you get it? Thanks. |
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support
Site Admin
Joined: 20 Mar 2008
Posts: 3748
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| Posted: Thu Feb 04, 2010 7:47 pm Post subject: |
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We sure will. At the moment the iontophoresis unit is still at customs, we sent the clearance papers today. We are awaiting a response on monday or tuesday.
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Rental plan for iontophoresis
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Last edited by support on Wed Feb 06, 2013 4:47 pm; edited 2 times in total |
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BlackSea
Joined: 21 Jan 2010
Posts: 41
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| Posted: Sat Feb 13, 2010 2:23 am Post subject: |
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Just wanted to give the Custom Form #: LC665802118US and
the Bill #: 1000200969771. Hopefully you'll receive the parcel soon. |
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support
Site Admin
Joined: 20 Mar 2008
Posts: 3748
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| Posted: Sun Feb 14, 2010 3:20 pm Post subject: |
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I have had the same fault with another customer, and : It was the missing stepup convertor, he had only bought a simple adaptor EU to US - plug.
Hope it is not the convertor that was bought somewhere else...
_________________
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Rental plan for iontophoresis
Buy your own home therapy iontophoresis device!
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Iontophoresis: WE CARE!
Last edited by support on Wed Feb 06, 2013 4:49 pm; edited 2 times in total |
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BlackSea
Joined: 21 Jan 2010
Posts: 41
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| Posted: Sun Feb 14, 2010 7:10 pm Post subject: |
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| We actually bought both a step-up converter and the EU to US adaptor, but that didn't fix the problem with the blank display. This time we are hoping to get a step-up converter from you. Could you please let us know when you get our return and ship a replacement to us? Thanks. |
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support
Site Admin
Joined: 20 Mar 2008
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| Posted: Sun Feb 14, 2010 8:11 pm Post subject: |
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First of all, I have to have the device. Until to now there is no sign of it . The one package that at the customs was from the other customers having the same problem...
Have you got a number for the tracking .What carrier did you use?
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Rental plan for iontophoresis
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Iontophoresis: WE CARE!
Last edited by support on Wed Feb 06, 2013 4:53 pm; edited 3 times in total |
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BlackSea
Joined: 21 Jan 2010
Posts: 41
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| Posted: Sun Feb 14, 2010 8:26 pm Post subject: |
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Sure, I put the custom # on this thread a couple of days ago: Custom Form #: LC665802118US and the Bill #: 1000200969771. It's was sent with usps. Here is an email we got from usps:
Current Track & Confirm e-mail information provided by the U.S. Postal Service.
Label Number: LC66 5802 118U S
Service Type: International Letters and Cards
Shipment Activity Location Date & Time
--------------------------------------------------------------------------------
Acceptance INDIANAPOLIS IN 46208 01/28/10 2:52pm
-------------------------------------------------------------------------------- |
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BlackSea
Joined: 21 Jan 2010
Posts: 41
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| Posted: Sun Feb 14, 2010 8:53 pm Post subject: |
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| If you use LC665802118US, you would see when the parcel was sent. I am not sure how they update the information, but if you don't receive our return package next week, we'll follow up with the postal service. |
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support
Site Admin
Joined: 20 Mar 2008
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| Posted: Sun Feb 14, 2010 9:08 pm Post subject: |
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I dont know why it's taking so long. To speed up the process, i would suggest another thing: I'll send you another new machine out tomorrow, if you can promise me that the device was not used, is in perfect conditon (has no scratches, and that you´ve packed it right.
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Rental plan for iontophoresis
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Iontophoresis: WE CARE!
Last edited by support on Wed Feb 06, 2013 4:54 pm; edited 1 time in total |
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BlackSea
Joined: 21 Jan 2010
Posts: 41
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| Posted: Sun Feb 14, 2010 9:24 pm Post subject: |
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| That actually would be great. Thank you so much! My son could not use the device because of the blank display, so I can promise the device was not used. Nobody else was around it and we don't have little kids and animals in the house. We tried to pack it very well by using the wrapping for the fragile items. So hopefully we've done it right. |
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support
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| Posted: Sun Feb 14, 2010 9:30 pm Post subject: |
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Have you sent all the items back or have you shipped it like I suggested,with only the iontophoresis unit and the power-plug?
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Rental plan for iontophoresis
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Last edited by support on Wed Feb 06, 2013 4:56 pm; edited 1 time in total |
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BlackSea
Joined: 21 Jan 2010
Posts: 41
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| Posted: Mon Feb 15, 2010 1:56 am Post subject: |
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| We only shipped back what you suggested: only the iontophoresis unit and the power-plug. |
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support
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| Posted: Mon Feb 15, 2010 8:34 am Post subject: |
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This leaves today with a stepup to you...
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Rental plan for iontophoresis
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Last edited by support on Wed Feb 06, 2013 4:56 pm; edited 1 time in total |
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BlackSea
Joined: 21 Jan 2010
Posts: 41
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| Posted: Mon Feb 15, 2010 6:28 pm Post subject: |
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| Thank you so much! |
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support
Site Admin
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| Posted: Mon Feb 15, 2010 7:15 pm Post subject: |
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I hope that you have got the track, Martin from the shipping staff has to leave after sending your pack out, he has got a new babe - Zoé - Congratulations
_________________
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Support Staff
Rental plan for iontophoresis
Buy your own home therapy iontophoresis device!
You can reach us from 9am to 5pm !Board time!
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Iontophoresis: WE CARE!
Last edited by support on Wed Feb 06, 2013 4:57 pm; edited 1 time in total |
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BlackSea
Joined: 21 Jan 2010
Posts: 41
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| Posted: Fri Feb 19, 2010 2:36 am Post subject: |
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| Hello, just wanted to see if you got the return package from us and also if you guys had a chance to send us a replacement. Thanks. |
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support
Site Admin
Joined: 20 Mar 2008
Posts: 3748
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| Posted: Fri Feb 19, 2010 10:57 am Post subject: |
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The pack is out since monday- like I wrote you in the mail above, the one you sent is in custome ,we've done already the clearance and we await the item on monday. I think you'll get your new iontophoresis unit on monday too.. I just took a look, and what I see is that because of the action with the birth ,Martin forgot to send you the new tracking number, I've just sent it via pm to your account.
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Rental plan for iontophoresis
Buy your own home therapy iontophoresis device!
You can reach us from 9am to 5pm !Board time!
mail: info-at-iontophoresisdevice.com
Iontophoresis: WE CARE!
Last edited by support on Wed Feb 06, 2013 5:00 pm; edited 1 time in total |
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BlackSea
Joined: 21 Jan 2010
Posts: 41
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| Posted: Tue Mar 02, 2010 4:51 am Post subject: |
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| Hello, just wanted to let you know that we got the replacement today and my son did his first treatment. Thank you! |
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support
Site Admin
Joined: 20 Mar 2008
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| Posted: Tue Mar 02, 2010 2:11 pm Post subject: |
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I wish you the best iontophoresis results.
_________________
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Rental plan for iontophoresis
Buy your own home therapy iontophoresis device!
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Iontophoresis: WE CARE!
Last edited by support on Wed Feb 06, 2013 5:01 pm; edited 1 time in total |
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support
Site Admin
Joined: 20 Mar 2008
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| Posted: Thu Mar 04, 2010 10:40 pm Post subject: |
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Received the machine today (a really long custom time, normally it is much faster) in a perfect unused condition and plugged it in: It works fine!
So much for converters not bought from us!
In the future we will not let a devices out to USA and the other 110 Vot areas in the world witout one of our iontophoresis step-up-converters, they simply work and fit the mains plug perfect.
_________________
You are welcome...
Support Staff
Rental plan for iontophoresis
Buy your own home therapy iontophoresis device!
You can reach us from 9am to 5pm !Board time!
mail: info-at-iontophoresisdevice.com
Iontophoresis: WE CARE!
Last edited by support on Wed Feb 06, 2013 5:03 pm; edited 2 times in total |
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