Re: Crappy STARband, *Orthomerica* customer service, Bad orthotist

[Guest guest]

On Oct 27, 2009, at 3:37 AM, Thad Launderville wrote:

> I'm having issues with a poorly cast STARband originating from

> Diebold, C.O., of [Willow Brook] Prosthetics in Lebanon, NH.

Later that day, Mr. Diebold futzed with the helmet for more than an

hour, and tried some more bullshit on me. " If you came in today with

this head shape... I wouldn't make a band. " In other words, I should

be so lucky to have this passive helmet hanging on Clara's posterior

ear, asymmetrical on every axis; not accepting it could result in the

withholding of treatment altogether.

But I had called my insurance company immediately prior, and they

advised me that pushing for a refund would be impractical in the

absence of a lawsuit, nor would it impact future payments to

alternative providers. So I maintained the polite, factual approach

and didn't argue. I just didn't agree, re-stating the conclusion

already presented to Orthomerica, that I intended to start with a new

helmet elsewhere if I remained dissatisfied.

I detailed the negative shape changes the helmet had been causing

lately, which I understood were related to a strategy to give the

helmet something to hold onto against rotation. Clara's undiagnosed

visual tracking problem in the posteriorly displaced eye was

sensitive to the additional downward displacement this caused; we had

just begun to see horrifying uncontrolled movements in that eye when

looking upward (eyes rolled back). All of which had prompted me to

consider terminating treatment, whether a new helmet was obtainable

or not. So at the very least, I wanted that undone. " That was a

deliberate action on your part, was it not? " Oh, no, he had no such

recollection. Hm.

Perhaps recalling it to Orthomerica after we left gave them all

enough scent of lawsuit to conclude the customer service issue in my

favor, though. Rob called while we were driving home and left a

message there suggesting that a new helmet was indeed available. He

called again bright and early, and confirmed that this would be

provided at no charge.

We return for casting tomorrow afternoon (or this afternoon, in

calendar days). I'm angry, but I still believe in the technology

when applied as designed. Even by liars acting out of the wrong

motivation, given enough supervision.

--

Thad Launderville

Montpelier, VT

Clara age 18.5 months, on hiatus after 2.5 months in STARband

[Guest guest]

On Nov 3, 2009, at 9:44 PM, wrote:

> Hi Thad,

> How is the new band?

It's to be fitted next Friday. Clara doesn't qualify for expedited

service, apparently. Not even the supposedly standard two-week

turnaround. We waited three weeks last time, and I know I'm not the

only one. Can we all agree, at this point, that if 14 days is

" ideal, " then STARband consistently falls short of that ideal? It'll

be two weeks and three days, this time.

--

Thad Launderville

Montpelier, VT

Clara age 19 months, on hiatus after 2.5 months in poorly-cast STARband

[Guest guest]

We didn't have that problem. We got our STARband in 10 days. I wonder if it matters where you live. We were told 2 weeks but our ortho said it takes 10 days for them to get it. Seems like there are inconsistencies. I would think because it's a second try band it should be expedited!

Diane Wharton

S.F. Bay Area

- 8 1/2 months in STARband 2 weeks On Wednesday, November 04, 2009, at 08:56AM, "Thad Launderville" <p38thadl@...> wrote:

>

On Nov 3, 2009, at 9:44 PM, wrote:

> Hi Thad,

> How is the new band?

It's to be fitted next Friday. Clara doesn't qualify for expedited

service, apparently. Not even the supposedly standard two-week

turnaround. We waited three weeks last time, and I know I'm not the

only one. Can we all agree, at this point, that if 14 days is

"ideal," then STARband consistently falls short of that ideal? It'll

be two weeks and three days, this time.

--

Thad Launderville

Montpelier, VT

Clara age 19 months, on hiatus after 2.5 months in poorly-cast STARband

[Guest guest]

Correction: 15 days.

On Nov 4, 2009, at 11:56 AM, Thad Launderville wrote:

> It'll be two weeks and three days, this time.

[Guest guest]

Per Orthomerica:

Once Orthomerica receives the cast impression or scan, the STARband will be shipped to the orthotist within 5 working days. Ideally, your child will be fit with an Orthomerica cranial remolding orthosis within 14 days of the casting/scanning date to assure proper fit and function.

You should definitely talk to Orthomerica and/or your orthotist about getting the band within 14 days.  After 14 days chances are the band isn't going to fit well because of the two weeks of growth that has occured.

 

Molly

Novato, CA

Nicolas, STARband Graduate

 

On Wed, Nov 4, 2009 at 9:56 AM, Diane Wharton <olivepug@...> wrote:

We didn't have that problem. We got our STARband in 10 days. I wonder if it matters where you live. We were told 2 weeks but our ortho said it takes 10 days for them to get it. Seems like there are inconsistencies. I would think because it's a second try band it should be expedited!

Diane Wharton

S.F. Bay Area

- 8 1/2 months in STARband 2 weeks On Wednesday, November 04, 2009, at 08:56AM, " Thad Launderville " <p38thadl@...> wrote:

>

 

On Nov 3, 2009, at 9:44 PM, wrote:> Hi Thad,> How is the new band?It's to be fitted next Friday. Clara doesn't qualify for expedited service, apparently. Not even the supposedly standard two-week

turnaround. We waited three weeks last time, and I know I'm not the only one. Can we all agree, at this point, that if 14 days is " ideal, " then STARband consistently falls short of that ideal? It'll

be two weeks and three days, this time.-- Thad LaundervilleMontpelier, VTClara age 19 months, on hiatus after 2.5 months in poorly-cast STARband

[Guest guest]

Thad,

Actually, my daughter was fitted in 7 days. Our ortho does the quick turn around for all babies older than 12 months.

Please don't generalize your bad experience to all STARband providers. There are some good ones out there.

Re: Crappy STARband, *Orthomerica* customer service, Bad orthotist

On Nov 3, 2009, at 9:44 PM, wrote:> Hi Thad,> How is the new band?It's to be fitted next Friday. Clara doesn't qualify for expedited service, apparently. Not even the supposedly standard two-week turnaround. We waited three weeks last time, and I know I'm not the only one. Can we all agree, at this point, that if 14 days is "ideal," then STARband consistently falls short of that ideal? It'll be two weeks and three days, this time.-- Thad LaundervilleMontpelier, VTClara age 19 months, on hiatus after 2.5 months in poorly-cast STARband