Bests & Worsts Reviews from Amazon

This review is directed to Ossur, the manufacturer of the product. Hello, I purchased an Ossur Cold Rush system. It worked intermittently and then it stopped right after my wife came home from shoulder surgery. I called and spoke to a woman who answered the call at around 2 pm PST on Friay Aug 7.(I give you that time to try to identify who it was) I believe that you should assist her in being a bit more empathetic to customers and also you should provide her a better response than "take it back to the doctor where you bought it." Here is what happened, after I bought the Cold Rush, we tested it and it worked. It stopped working, however, on the day of my wife's surgery. When I called I asked for someone with some technical knowledge of the Cold Rush to try to walk me through troubleshooting. Her reply was send it back to the Dr. I explained that my wife was in pain, that I bought it explicitly for that purpose. She continued to respond that there was nothing she could do and I should just return it. She couldn't care less. When I asked if there was someone who had technical knowledge to help she said the machine either worked or it didn't' and to return it. That is a load of you know what. After working on it for an hour I realized what everyone at your company should know and explain to purchasers who have problems....it's called Gravity Feed and Priming the Pump. I got it to work finally. Very simple: I turned the pump upside down and poured a bit of water in it, then put it back in the case, and then put the pad lower than the case. Voila...gravity feed and priming the pump worked immediately. At the very least you should have all of your "receptionists", for lack of a better word, familiar with this technique. It may not work for everyone, but it worked for us. You are, after all, a company dealing with customers who are in pain...get some sensitivity training!