Bonnie E.
The device is great but customer service is not
The device is great when it works. I have been wearing it for almost 15 years. The major problem is customer service. They have put all their resources into sales, and are grossly understaffed considering the devices needs tweaking every 9-12 months. And, it is impossible to get a tech rep on the phone. Call backs can take upwards of 48 hours if at all. I have waited weeks to see a tech support rep, and since it is hard for me to go without the unit for that long, it is a problem. That being said, the Bionesse definitely keeps me going. My newest Bionesse rep Dipesh, has been the best I’ve worked with since getting the device, but the territory he has to cover is extremely large. I really wish they would put more resources into tech support, which I’m sure would increase their sales. The MS center that I go to no longer wants to recommend the Bionesse because of the lack of customer service.
Response from Bioness Medical, Inc.Aug 16, 2021
Hi Bonnie - Thank you for taking the time to leave us with this comment. We are sorry to hear that you have been having trouble getting in touch with our representatives and will have someone reach out to you. However, we are pleased to hear that our device has been keeping you going, and we wish you continued health and wellness. If you have any questions in the meantime, please do not hesitate to call us at 855.902.5252 Monday–Friday 7am–5pm PST in the meantime.