Gabrielle T Omo

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Verified Reviewer
| map-marker London, England

Delay in replacement machine

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How long have you got!! Basically our Baxters home dialysis Claria machine broke down on the 9th December 2022 at 4.00pm. I then rang Baxters immediately being my husbands carer and was told that service error 1033 displayed on the machine was the pump and the machine would need to be replaced and it would be the next morning, the 10th December. They even asked what time slot we would like, which was wonderful and I asked for between 8.00am and 12.00 pm. Unfortunately that time came and went went with no delivery and then I rang Baxters to see what had happened. Then after ringing 6 times to Baxter and speaking to Taylor, Jose (twice) Carole, Tina and another female whose name I apologise escapes me, were now weve been promised delivery of 8.00 - 12.00pm, 3.00pm, 5.00pm 7.00pm and now well after 9.00pm and have had so many excuses its unbelievable. Including being told arriving in 10 minutes, delivered by 7.00pm depot has just picked the machine up because the other one was faulty etc etc. really sorry to go on but my husband is 89 years old and is a home dialysis patient seconded to Manchester royal infirmary and has been extremely worried , along with myself regarding this unnecessary delay. I know Baxters have only reported to myself what they have been told by their couriers, but I really do think they need to get their couriers on board to deal with patients like us who have suffered really badly today because weve been waiting for delivery of our machine, and still not received it, weve been fobbed off and have not been able to leave the flat for over 24 hours for fear of missing the delivery of our machine, if it was ever going to be delivered today Please help us so that this doesnt happen again to anyone else. Thanks for your understanding and patience in this very traumatic experience. I look forward to hearing from you soon. Kind regards Gabrielle and Geoff Thompson.
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User's recommendation: So sorry that we’ve wasted so much time today complaining when there has been patients trying to get through with problems they have, really stressed about that. May be Baxter’s should have a separate number for delivery of machines etc ?

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