Ossur repairs
Marco du Plooy
Description
Collection
Title:
Ossur repairs
Creator:
Marco du Plooy
Date:
2/8/2008
Text:
Please find herewith my original questions as well as the response from the
forum members:
A couple of years ago I could send damaged and broken knee units back to
Ossur for repairs. The warrantee repairs were done free of charge and I was
charged for all other repairs. Some of the knees were severely broken; to
such an extent that more than one link and the hydraulic unit had to be
replaced.
I the last few months I’ve returned some knees to be repaired. I was told
that none of these knees could be repaired and that I (and subsequently the
patient) had to purchase a new knee.
I must admit that I am somewhat disappointed in what I perceive to be either
a lack of interest or commitment, or a decline in customer service from
Ossur.
My questions are:
Have some of you had the same experiences?
What other alternatives to the Total knee do I have?
Have anyone had a total knee repaired by a non-Ossur company, such as the
local mechanical engineer?
In the past 9 months I have had nothing but problems with Ossur. I have 19
Rheo Knee units out. I have had minimal problems with 4 of them, the rest
have been nothing but problematic. Ossur sent Kara out to make sure I was
setting the knees up correctly. All the knees were properly aligned and
proper settings. Now Ossur will not even return my calls. Kara told me to
cycle the knee to full flexion and let it extend on its own. I should take
less than 8 second. I it takes longer, the knee is faulty. The last two
repaired units took 10 and 12 seconds. I called in regarding this problem
and they blew me off.
I worked with Ossur for years and was very pleased. Now I buy nothing from
Ossur.
Something happened in their management.
I've had this response from Ossur with regard to older Mauch units, which
were subsequently repaired by CaTech. Not much help with regard to fixing
a Total Knee but it does show a pattern.
Can you have the patient pick up one of the gently used knees on ebay?
They do sell cheap.
I have had the same happen to me just this last month. I have an active
23yr old male that uses the total knee. We sent the knee back because the
bottom back linkage bearings were loose. I was told it was from
corrosion and corrosion voids their warranty. I've seen worse knees sent
in and repaired. This knee is not corroded in my opinion. The other
issue is that the pt has only worn the knee for 6 months!! Their warranty
is longer than 6 months, but they have declared the knee is malfunctioning
as a result of corrosion. I completely disagree with their findings. I
don't abuse my manufacturers because I fear they could leave you high and
dry if you abuse their warranties. Yet hear I am high and dry!!
Unfortunately, I have not found a replacement knee for the total knee. I
know that I can't afford to order more of their knees (Rheo's included) for
my new pt's. How can one expect them to stand behind the Rheo if they
won't stand behind their cheaper Total knee. Can you image telling a Rheo
pt that the $40,000-$50,000 knee that they just received is not going to be
covered under the warranty! Can you afford to take that risk? No thank
you!!!
Look forward to reading about any substitutes for the total knee.
I have experienced the same type of thing. It seems that they have one
person in charge of this whole department with no accountability. So every
thing you send in is on a whim and a prayer.
I haven't had any problems with Ossur but I haven't anything out for repair.
To answer your question about an alternate to the Total Knee - I use Medi's
knees #OH5SF is equal to the Total Knee and the #OH6SF is their heavy duty
version. I have had good luck with them and they are pretty good to repair
their knees. I only have had to send one back, but they even sent me a
loaner until they finished the repair.
As far as repairing broke knees, the issue is how broken they are and does
the man hours and parts necessary to repair the knee below the cost of a new
knee.If not they do not repair the knee. This is now a policy that is being
followed by most companies. I usually request a quote for the cost of
repairing the knee vs. replacement. Sometimes they send it and sometimes
they flat out tell me buy a new one. Truthfully I do not agree with there
new policy but for them its more economical.
In response to Marco du Plooy's request from yesterday, I have also noticed
a decline in the speed and effectiveness of Ossur's knee repairs. I recently
had a unit that I sent in for a blown hydraulic seal that they refused to
service because the serial number sticker was missing. The unit was still
within the warranty period. One would think that if that sticker was so
critical, they might have recorded the SN somewhere, to be referred to by
purchase date, PO# or by facility. Something. As far as the client is
concerned, that's an $8000 sticker. That's not the Ossur I thought I knew.
There's other such anecdotes as well from our facility, but the point is
clear. Something's rotten in Iceland and it's our clients who have to cope
with it.
In response to your other question, OB's 3r60 is a fairly good second choice
for moderate activity amps, in my view. You may wish to consider the
endolite line as an alternative as well.
Internal Virus Database is out-of-date.
Checked by AVG Free Edition.
Version: 7.5.503 / Virus Database: 269.19.0/1216 - Release Date: 2008/01/09
10:16 AM
forum members:
A couple of years ago I could send damaged and broken knee units back to
Ossur for repairs. The warrantee repairs were done free of charge and I was
charged for all other repairs. Some of the knees were severely broken; to
such an extent that more than one link and the hydraulic unit had to be
replaced.
I the last few months I’ve returned some knees to be repaired. I was told
that none of these knees could be repaired and that I (and subsequently the
patient) had to purchase a new knee.
I must admit that I am somewhat disappointed in what I perceive to be either
a lack of interest or commitment, or a decline in customer service from
Ossur.
My questions are:
Have some of you had the same experiences?
What other alternatives to the Total knee do I have?
Have anyone had a total knee repaired by a non-Ossur company, such as the
local mechanical engineer?
In the past 9 months I have had nothing but problems with Ossur. I have 19
Rheo Knee units out. I have had minimal problems with 4 of them, the rest
have been nothing but problematic. Ossur sent Kara out to make sure I was
setting the knees up correctly. All the knees were properly aligned and
proper settings. Now Ossur will not even return my calls. Kara told me to
cycle the knee to full flexion and let it extend on its own. I should take
less than 8 second. I it takes longer, the knee is faulty. The last two
repaired units took 10 and 12 seconds. I called in regarding this problem
and they blew me off.
I worked with Ossur for years and was very pleased. Now I buy nothing from
Ossur.
Something happened in their management.
I've had this response from Ossur with regard to older Mauch units, which
were subsequently repaired by CaTech. Not much help with regard to fixing
a Total Knee but it does show a pattern.
Can you have the patient pick up one of the gently used knees on ebay?
They do sell cheap.
I have had the same happen to me just this last month. I have an active
23yr old male that uses the total knee. We sent the knee back because the
bottom back linkage bearings were loose. I was told it was from
corrosion and corrosion voids their warranty. I've seen worse knees sent
in and repaired. This knee is not corroded in my opinion. The other
issue is that the pt has only worn the knee for 6 months!! Their warranty
is longer than 6 months, but they have declared the knee is malfunctioning
as a result of corrosion. I completely disagree with their findings. I
don't abuse my manufacturers because I fear they could leave you high and
dry if you abuse their warranties. Yet hear I am high and dry!!
Unfortunately, I have not found a replacement knee for the total knee. I
know that I can't afford to order more of their knees (Rheo's included) for
my new pt's. How can one expect them to stand behind the Rheo if they
won't stand behind their cheaper Total knee. Can you image telling a Rheo
pt that the $40,000-$50,000 knee that they just received is not going to be
covered under the warranty! Can you afford to take that risk? No thank
you!!!
Look forward to reading about any substitutes for the total knee.
I have experienced the same type of thing. It seems that they have one
person in charge of this whole department with no accountability. So every
thing you send in is on a whim and a prayer.
I haven't had any problems with Ossur but I haven't anything out for repair.
To answer your question about an alternate to the Total Knee - I use Medi's
knees #OH5SF is equal to the Total Knee and the #OH6SF is their heavy duty
version. I have had good luck with them and they are pretty good to repair
their knees. I only have had to send one back, but they even sent me a
loaner until they finished the repair.
As far as repairing broke knees, the issue is how broken they are and does
the man hours and parts necessary to repair the knee below the cost of a new
knee.If not they do not repair the knee. This is now a policy that is being
followed by most companies. I usually request a quote for the cost of
repairing the knee vs. replacement. Sometimes they send it and sometimes
they flat out tell me buy a new one. Truthfully I do not agree with there
new policy but for them its more economical.
In response to Marco du Plooy's request from yesterday, I have also noticed
a decline in the speed and effectiveness of Ossur's knee repairs. I recently
had a unit that I sent in for a blown hydraulic seal that they refused to
service because the serial number sticker was missing. The unit was still
within the warranty period. One would think that if that sticker was so
critical, they might have recorded the SN somewhere, to be referred to by
purchase date, PO# or by facility. Something. As far as the client is
concerned, that's an $8000 sticker. That's not the Ossur I thought I knew.
There's other such anecdotes as well from our facility, but the point is
clear. Something's rotten in Iceland and it's our clients who have to cope
with it.
In response to your other question, OB's 3r60 is a fairly good second choice
for moderate activity amps, in my view. You may wish to consider the
endolite line as an alternative as well.
Internal Virus Database is out-of-date.
Checked by AVG Free Edition.
Version: 7.5.503 / Virus Database: 269.19.0/1216 - Release Date: 2008/01/09
10:16 AM
Citation
Marco du Plooy, “Ossur repairs,” Digital Resource Foundation for Orthotics and Prosthetics, accessed November 25, 2024, https://library.drfop.org/items/show/229045.
