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babyfia07
Joined: 24 Oct 2011
Posts: 41
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 Posted: Tue Jan 10, 2012 8:17 pm Post subject: iontophoresis machine stopped working |
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| I have had the device for a few months now with some success. Unfortunately, it will not turn on. I have tried everything. It worked fine yesterday. I cleaned the cables, rechecked that everything was plugged in, the outlet works. It will not turn on. Now, if I go a day without doing this I am back at square 1 and need to start all over. Very upset. |
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support
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babyfia07
Joined: 24 Oct 2011
Posts: 41
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| Posted: Tue Jan 10, 2012 8:25 pm Post subject: |
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| No, this does not help. There is no power at all. It won't even turn on, even without the cables. It just won't turn on. |
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support
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Joined: 20 Mar 2008
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| Posted: Tue Jan 10, 2012 8:31 pm Post subject: |
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the "plug" lights? I mean the green light...
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Last edited by support on Sat May 23, 2015 1:21 pm; edited 1 time in total |
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babyfia07
Joined: 24 Oct 2011
Posts: 41
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| Posted: Tue Jan 10, 2012 8:32 pm Post subject: |
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| No, no green light. It worked fine yesterday. |
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support
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Joined: 20 Mar 2008
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| Posted: Tue Jan 10, 2012 8:36 pm Post subject: |
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Have you got another 240 volt device in your household (no more power consumption than 45 watts!!!)
Then you can maybe check it?
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Last edited by support on Sat May 23, 2015 1:22 pm; edited 2 times in total |
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support
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Joined: 20 Mar 2008
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| Posted: Tue Jan 10, 2012 8:37 pm Post subject: |
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Another tHing to try would be to take another stepup converter to check if it works.
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Last edited by support on Sat Jun 13, 2015 10:34 am; edited 5 times in total |
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support
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Joined: 20 Mar 2008
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| Posted: Tue Jan 10, 2012 8:38 pm Post subject: |
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Maybe it is the fuse. Please unplug the device from the outlet completely
, open the adaptor (with the thin power cord) and take a look at the fuse, is it broken?
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Last edited by support on Sat May 23, 2015 1:23 pm; edited 1 time in total |
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babyfia07
Joined: 24 Oct 2011
Posts: 41
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| Posted: Tue Jan 10, 2012 8:47 pm Post subject: |
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| I checked the fuse, and it is fine. I can't think of anything I have here that has a power source like this one. no. |
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support
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Joined: 20 Mar 2008
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| Posted: Tue Jan 10, 2012 8:52 pm Post subject: |
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It could be the adaptor or the step up, but both is not usual- but sometimes it happens. The device itself I would say is ok, you can take another ac/dc adaptor providing 24 volts to check the device, or you may go to radio shack for a "lend" of a travel stepup
If both are not ok for you ,we could send you new adaptors, but it is faster if you can ckeck it yourself, then we can react faster and find the right solution.
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Last edited by support on Sat May 23, 2015 1:26 pm; edited 1 time in total |
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babyfia07
Joined: 24 Oct 2011
Posts: 41
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| Posted: Tue Jan 10, 2012 9:00 pm Post subject: |
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I used my laptop powersource, which is a universal ac adaptor
ac input 100-240 v
dc output 15-20 v
it still did not turn on |
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babyfia07
Joined: 24 Oct 2011
Posts: 41
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| Posted: Tue Jan 10, 2012 9:03 pm Post subject: |
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| I'll take it to radio shack today, and see if they can get it to turn on. |
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support
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babyfia07
Joined: 24 Oct 2011
Posts: 41
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| Posted: Wed Jan 11, 2012 2:22 am Post subject: |
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| I went to 4 different places today before someone finally told me that they do not sell anything over 12V in the US. What the fastest way for you to ship a new system? We had talked about trying the pulse instead of direct current. Maybe I should just switch, since I have not had 100% success with this 5 DC. |
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babyfia07
Joined: 24 Oct 2011
Posts: 41
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| Posted: Wed Jan 11, 2012 2:36 am Post subject: |
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| I have spent all day looking for this and I don't even know if that is why it is not working. They do not sell this anywhere in the US that I am aware of. |
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babyfia07
Joined: 24 Oct 2011
Posts: 41
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| Posted: Sat Jan 14, 2012 6:17 pm Post subject: |
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I do not wish it to be repaired. I have left several PM's regarding this issue. I would like to replace it with the PC, please, as Markus had said this would work better for me, since I was not achiving the results I wanted with the DC.
I am returning the device by Express mail (3-5 days) Please let me know when a new device will be sent. I am sending the machine, and the adapter plugs. I am keeping the electrodes and cords for the electrodes and the trays, since nothing is wrong with them.
Please make sure that the complete power cord and new machine is sent. Markus had said that they could send the pulse version out right away since the DC was not achieving 100% dryness.
Please confirm and let me know when this will be shipped. I will gladly pay extra shipping to get this send ASAP. I really cannot be without the machine for this long (I am sure you understand) |
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babyfia07
Joined: 24 Oct 2011
Posts: 41
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| Posted: Sat Jan 14, 2012 6:25 pm Post subject: |
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| I re read the retun directions, and added the electrode cables to the box I am returning. |
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support
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| Posted: Sat Jan 14, 2012 7:44 pm Post subject: |
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OK - in this case we will debit the 161 eur missing to your card and send out the PC device immediately...
Have you shipped the device in the trays? We have to know exactly what you have shipped so we can add it to the shipping to you.
Remember that we have to debit all things that we will send to you in new condition.
Also, if the device you return now has scratches or is damaged we have to debit again 100 eur.
However, please send us the post bill you 've payed, we debit up to 40 eur for your return shipping
And , if you promise to write us a bigger comparison about the difference between the DC and PC model, we will give you a 30 eur discount again ...
Concerning the shipping, if your device is defective, we would send it back to you at no cost to you, so in this case we cover the shipping.
Only if you want to get it with a faster option like last time, we can send it with cronopost, this would cost 60 eur more, but I do not exactly know if there is any custom handling or shipping charge for you as end customer with this shipping, I will direct Ana to research this if you want to choose this.
Sorry for the inconvenience.
Markus
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Last edited by support on Sat Jun 13, 2015 10:34 am; edited 3 times in total |
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babyfia07
Joined: 24 Oct 2011
Posts: 41
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| Posted: Sun Jan 15, 2012 12:55 am Post subject: |
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| I shipped the device, the power cord, the cables to connect to the electrodes. Why would I pay 100 Euros for a scratch on the device if it broke and does not work? That doesn't make any sense. It does have a warantee, does it not? It has only been 2 months. |
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support
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| Posted: Sun Jan 15, 2012 10:01 am Post subject: |
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You have the right to get a repaired device if it breaks
If you change out a used DC for a PC device (which is a offer from us) then it is clear that it should be new condition against new condition.
If it is not, something must be paid for the scratches.
you can also change a used device for a used device if you want (so you get a device with scratches)
No one would exchange a device or a car or something else if it is in used condition (if you handled the Iontophoresis device carefully then it should be in an "almost new" condition) - otherwise we have to exchange the surrounding in the service, this is coupled with costs and these has to be payed.
We cover the return shipping and the shipping to you - this is because the device you have seems to be broken (if it would not be , then YOU would have to cover this cost)
If you ´d like to change a DC device for a PC , then YOU have to cover our shipping and your shipping anyway.
The only way to get the costs in an exchange covered, is to change out a PC for a DC -caused by our suggestion that PC is much better, when the customer thinks that DC is better we change the device out (we have had 1 case of this in 10tsd sold as of now , and this one wanted to get the PC device back again)
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Rental plan for iontophoresis
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Last edited by support on Sat May 23, 2015 1:50 pm; edited 3 times in total |
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babyfia07
Joined: 24 Oct 2011
Posts: 41
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| Posted: Mon Jan 16, 2012 2:44 pm Post subject: |
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I really don't think I have any scratches on the machine. It looked still new to me, other than the fact that it is not working. I have had the machine for 2 months and have gotten 80% dry from it (with the exception of stress, then my hands still sweat). You had suggested that the pc would work better and that I should switch out. I was contemplating doing this, then the machine broke. So it seemed the perfect time to switch out, as you had suggested. I don't care if the machine you send back has scratches, as long as it works. I just want to get 100% dry hands costing me as little as possible and as QUICKLY as possible. Already, being 5 days without the machine my hands are starting to sweat more, which is then causing me more stress...etc.
I have taken you as a fair business person, and your correspondence to me thus far has been fair. I do not want to get gauged money wise when I am just trying to get a device that will work for me. |
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babyfia07
Joined: 24 Oct 2011
Posts: 41
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| Posted: Mon Jan 16, 2012 2:45 pm Post subject: |
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| I did take pictures of the machine the day I sent it to you and will gladly send the pictures so you see it looks new. |
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support
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| Posted: Mon Jan 16, 2012 2:50 pm Post subject: |
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It quite simple : If you dont see scratches, then all is ok for us, so we'll ship out a new device today with cord/adaptor/cables.
In this case the carry case/ grids and electrodes are in your habit yet...
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Last edited by support on Sat May 23, 2015 1:52 pm; edited 1 time in total |
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babyfia07
Joined: 24 Oct 2011
Posts: 41
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| Posted: Mon Jan 16, 2012 6:20 pm Post subject: |
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| Thank you. I am hoping that this time I will recieve 100% success. Will my warantee start over with the new device? |
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support
Site Admin
Joined: 20 Mar 2008
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| Posted: Mon Jan 16, 2012 6:54 pm Post subject: |
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No, it ran out with the old, but why do you think you will need it?
A change is always possible, so don`t worry too much, I am sure it will work for you the way it should !
Markus
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Last edited by support on Sat May 23, 2015 1:53 pm; edited 1 time in total |
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babyfia07
Joined: 24 Oct 2011
Posts: 41
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| Posted: Mon Jan 16, 2012 6:56 pm Post subject: |
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| ok, thank you. Please send me tracking when it is shipped. |
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support
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| Posted: Mon Jan 16, 2012 7:05 pm Post subject: |
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It is shipped. When I left the office it was on the desk and I know that Ana wanted to take it to DHL, we sent it as a "airmail letter" we have made the experience that this is faster for custom times.
I think you'll receive the tracking tomorrow.
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Rental plan for iontophoresis
Buy your own home therapy iontophoresis device!
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Last edited by support on Sat May 23, 2015 1:55 pm; edited 1 time in total |
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babyfia07
Joined: 24 Oct 2011
Posts: 41
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| Posted: Sat Jan 21, 2012 9:48 pm Post subject: |
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| I did recieve it today, however there is no plug for me to plug it into the wall...just the German plug, but no US adaptor, so I still cannot use it. |
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support
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| Posted: Sat Jan 21, 2012 11:16 pm Post subject: |
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I am really sorry, and this is frustrating for me too, Julia in the shipping made a mistake, I instructed her to send you all things needed, it was 15 minutes before shipping closed , a lot of work this day and there was no end-control, we are sorry for this...
We will send it out straight on Monday -an adaptor via air mail letter, hope you get it within 3-4 days
The adaptor you send me a link will not work... you can buy a 110/240 volt stepup convertor (20-50 watts are sufficent) at radioshack and give it back when you have ours in your hands ... we only give warrantee on original parts however to bridge this small periode we would enhance warrantee for this few days for this.
And no, we haven't received your other device.
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Last edited by support on Sat Jun 13, 2015 10:34 am; edited 4 times in total |
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babyfia07
Joined: 24 Oct 2011
Posts: 41
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| Posted: Sun Jan 22, 2012 2:17 pm Post subject: |
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Device was sent back Express Mail for $45.22. Here is the tracking. It cleared customs yesterday:
Tracking: EC640194133US
Radio shack does not have that adaptor here. I will wait for the plug to come from you. Unfortunately because of all this my hands are back to normal and sweat everyday now. Hopefully the pulse will work quicker, as the DC took a good 5-6 weeks to work for me. I hate to think it is going to take that long again. |
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support
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| Posted: Sun Jan 22, 2012 4:56 pm Post subject: |
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If you can drive higher currents it would be surprising if it did not work a lot faster.
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Rental plan for iontophoresis
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Last edited by support on Mon Jun 15, 2015 8:33 am; edited 2 times in total |
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babyfia07
Joined: 24 Oct 2011
Posts: 41
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| Posted: Sat Jan 28, 2012 8:52 pm Post subject: |
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| i still have not gotten the adapter. It will be a week on Monday. Do you have tracking for it? |
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support
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| Posted: Sat Jan 28, 2012 8:54 pm Post subject: |
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No we sent it the fastest way, tracking leads to problems with letters in the USA (our experience, they simply return to us in a high %), please let the weekend pass...
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Rental plan for iontophoresis
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Last edited by support on Sat May 23, 2015 2:00 pm; edited 1 time in total |
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babyfia07
Joined: 24 Oct 2011
Posts: 41
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| Posted: Mon Jan 30, 2012 2:42 pm Post subject: |
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The device I sent back is at your mail delivery place waiting for you to pick it up. It has been there since the 25th, says the tracking.
Can you look into it please. I am afraid, if you don't pick it up, they will send it back to me. |
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support
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| Posted: Mon Jan 30, 2012 3:40 pm Post subject: |
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Hello,
We have not yet received a notification, and without it we can´t pick up the device. But don´t worry, the notification should arrive either today or tomorrow, then we'll go and pick it up. I will keep you posted.
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Last edited by support on Sat May 23, 2015 2:01 pm; edited 1 time in total |
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support
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| Posted: Mon Jan 30, 2012 4:56 pm Post subject: |
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Sorry, could you tell us the name of the sender, is it the same as your name? Thanks!
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Last edited by support on Mon Jun 15, 2015 8:29 am; edited 4 times in total |
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babyfia07
Joined: 24 Oct 2011
Posts: 41
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| Posted: Fri Feb 03, 2012 10:42 pm Post subject: |
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| Still have not gotten the adapter. It's been almost 2 weeks, I wish I could use the device. This is not good. It has been so long to wait. |
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support
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| Posted: Sat Feb 04, 2012 12:54 am Post subject: |
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We'll try to ship you one next monday from a partner in the US, so it will not take so long, hope it works, if not I will send out a new pack immediately..
So sorry, I thought you got this step up already.
You are right 2 weeks is. too long
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Last edited by support on Sat May 23, 2015 2:04 pm; edited 1 time in total |
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babyfia07
Joined: 24 Oct 2011
Posts: 41
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| Posted: Mon Feb 06, 2012 1:55 pm Post subject: |
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| Just checking to see if the plug will be shipped today from your US supplier. If they can overnight it, that would be great. This has been going on now since Jan 10th. This is a month now that I have been waiting for a machine that works. I have a business conference next weekend that I was really hoping to be "dry agin" for, and now it looks like that will not happen. I am just so upset that this is dragging on this way. Then I get a request to pay an additional 160 Euros for the new machine and electrodes. I didn't even get new electrodes. I still have my old ones, so I'm not sure what I am being charged for. |
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support
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| Posted: Mon Feb 06, 2012 3:16 pm Post subject: |
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The 161 euros are the "up" that you would have to pay when you have ordered a PS (655 eur - 494 that you have just payed).
We tried to debit your card once more, but it is no longer valid.
We normally debit another 70 eur for the shipping to you, but for the long waiting time we will only debit 39 eur) so we will debit 200, for this please order 20 times the repair fee.
https://www.iontodevice.com/sweating/iontophoresis/repair-fee.html
and we are even
The machine that arrived to our house was OK, so there is nothing more to pay.
As soon the money is in, the supplier will ship out the cables and the stepup via UPS with a track, if it is not too costly we will ship it overnight, but this I can't promise yet.
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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 Mon Jun 15, 2015 8:25 am; edited 3 times in total |
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babyfia07
Joined: 24 Oct 2011
Posts: 41
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| Posted: Mon Feb 06, 2012 5:28 pm Post subject: |
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| I sent the 200 Euros. |
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support
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| Posted: Mon Feb 06, 2012 5:57 pm Post subject: |
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Thanks ! The cables and adaptors leave today with UPS from Middleton, WI 53562, this is only 600 miles from your house, so I think that you should receive it quickly.
Please do not accept the adaptor from Germany, if it arrives. It will then return to us automatically.
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Rental plan for iontophoresis
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mail: info-at-iontophoresisdevice.com
Iontophoresis: WE CARE! |
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