BTG Product Ordering and Service Support

Important Changes to BTG Product Ordering and Service Support

Changes will be effective 06 April 2020


As part of the continuing integration of the BTG businesses into Boston Scientific, we are about to achieve a significant milestone by integrating most of the BTG products into the Boston Scientific Distribution, Customer Service, Capital Equipment Technical Service, Quality, and Accounts Receivables functions. This will help streamline your ordering and service support interactions with the Boston Scientific Peripheral Interventions team.

Changes apply only to these products: EKOS™ Endovascular System, Bead Block™, DC Bead™, DC Bead LUMI™, DC BeadM1™, and Cryoablation needles and accessories (Galil). As well as complaints and returns for ELEVAIR (PneumRx) and Roxwood catheters (discontinued).


At this time, there will be no changes to business process for TheraSphere.
Continue business as usual. Out of hours customer service support will remain.
 

These changes only apply where you have been ordering products through BTG.
If you have been ordering through a distributor, changes will be communicated separately.
 


 

What you need to do

Purchase orders will need to change to Boston Scientific for shipments made by Boston Scientific on or after 06 April 2020.
Review the Last BTG Product Orders Table for when last orders must be submitted to BTG. Legacy BTG Customer Service will no longer fulfill orders after the listed time.
 

Read full details below or download the PDF

 

 

BTG Product Ordering and Support Changes

Customer Support Order Process Complaints and Returns Additional Information
 

Customer Service

Customer Service Contacts

Country Customer Service Contact
Austria customerservice.austria@bsci.com
+43 1 60810
Belgium customerservice.belux@bsci.com
0800 94 494
Order email: OrdersBeLux@bsci.com  
Czech Republic customerservice.czech@bsci.com
+420 296 331 921
Denmark customerservice.nordic@bsci.com
80 30 80 02
Finland customerservice.nordic@bsci.com
020 76 28 882
France customerservice.france@bsci.com
+33 1 39 30 49 30
Germany customerservice.germany@bsci.com
+49 2102 489-725
Greece Greece-CustSrv@bsci.com
+30 2109542400
Ireland customerservice.uk@bsci.com
+44 1800 818557
Italy customerservice.italy@bsci.com
Order email: CustomerService.Italy.orders@bsci.com
+39 02 269831
Netherlands customerservice.nl@bsci.com
+31 045 5467684
Order email: ordersNL@bsci.com
Norway customerservice.nordic@bsci.com
800 104 04
Poland customerservice.poland@bsci.com
+48 22435 14 02
Portugal  customersrvportugal@bsci.com
+351 21 38012-03 (or -04, -05, -06)
Spain customerservice.spain@bsci.com
901 11 12 15
South Africa CustomerServicesSA@bsci.com
27118408623
Sweden customerservice.nordic@bsci.com
020 65 25 30
Switzerland customerservice.switzerland@bsci.com
+41 32 626 57 00
Turkey TurkeyCustomerService@bsci.com
UK Service requests: unitedkingdomsalessupport@bsci.com
Order email: customerservice.uk@bsci.com
+44 344 8004512
TheraSphere  TheraSphereEMEA@bsci.com
Austria +43 720 880 791
Ireland +353 15134196
Spain +34 911239029
Germany +49 21138789845
Belgium +32 10 750 607
Italy +39 0694803473
Switzerland +41 315280673
Portugal  +351 308802418
France +33 170 615 491
Netherlands +31 202410935
UK +44 2033184706
Global Distributor EuropeExportServices@bsci.com
+31 45 5467724
Middle East/Africa MENA-ExportServices@bsci.com
+31 45 5467841
 

Order Process

Purchase Orders and Invoices

Applies to the following products: EKOS, Cryoablation (Galil) and Embolic Beads.

  • Purchase orders will need to change to Boston Scientific for shipments made by BSC on or after 06 April 2020. 
  • Invoices will come from Boston Scientific for shipments made by BSC on or after 06 April 2020.
  • For BTG invoices (past or future) there will be no change to the remittance address or bank account. 
  • For BSC invoices: Existing BSC Customers should continue to use their existing BSC remittance details. New BSC Customers will be contacted directly. 
  • At this time, there will be no changes for the purchase ordering or invoicing process for TheraSphere products.
 

Complaints and Returns

Reporting and Returning Complaints on Cryoablation (Galil), EKOS Embolic Beads, ELEVAIR (PneumRx), and Roxwood catheters

From 06 April 2020, complaint reporting will follow the standard BSC complaint reporting process. To report a complaint, use the contact details listed in table below.

Products To Report a complaint:
Cryoablation (Galil) for EMEA complaints (except MENA, South Africa and Turkey) e-mail complaint to:
EMEACCCFaxComplaints@bsci.com

for MENA e-mail complaint to:
ComplaintsMiddleEast@bsci.com

for South Africa e-mail complaint to:
QualityComplaintsBRY@bsci.com

for Turkey e-mail complaint to:
TurkeyComplaints@bsci.com
EKOS
Embolic Beads
ELEVAIR (PneumRx)
(discontinued)*
Roxwood catheters
(discontinued)*
*Complaint Returns: Complaint Returns will be processed through the BSC supply chain. To return a device, you will need a used medical device kit (UMD) per product, and a return goods authorization number (RGA). To obtain these please contact your Boston Scientific Sales Representative or your Customer Service Representative.

 

Reporting and Returning Complaints on TheraSphere

There will be no changes to business processes for TheraSphere at this time. The complaint email address has been updated to a BSC email. The previous BTG email address also remains active. Continue business as usual. Complaint reporting for TheraSphere will continue to follow the standard BTG TheraSphere Complaint reporting process after 06 April 2020.

Products
To Report a complaint e-mail complaint to:
TheraSphere
theraspherecustomersupport@bsci.com

 

Returning non-complaint related products

To return a product (other than complaint samples), you will require a Boston Scientific RGA (Return Goods Authorization) number, to obtain this please contact any member of the Boston Scientific Customer Service Team.

 

Non-Complaint Return Process

  • The process for returns will adjust to the Boston Scientific process on April 6, 2020, which requires that you obtain a return authorization from Boston Scientific prior to returning product. To request a Return Goods Authorization (RGA) for single use devices, please call 1.800.862.1284.

Boston Scientific Customer Returns Contact Information

  • Phone: 1.800.862.1284
  • Fax: 1.800.462.6255
  • Return Hours of Operation: Monday through Friday, 8:30 a.m. to 9:30 p.m. ET, excluding U.S. national holidays

There will be no change to business processes for TheraSphere at this time. Continue business as usual.

 

Additional Information

Until April 6, we will accept the following orders submitted to BTG

 

Last BTG Product Orders

Timing for when last product orders must be submitted to BTG. Legacy BTG Customer Service and Distribution will be closed after the listed time to support the transition. 

Product

Last order time

Last order date

EKOS

3:00PM CET

02 April 2020

Embolic Beads

3:00PM CET

02 April 2020

Cryoablation (Galil)

3:00PM CET

03 April 2020 

 

Consignment Customers 

For consignment customers, inventory will move from BTG systems on 06 April. To enquire about or make changes to the agreement, please contact your BSC Sales Representative

Contracts & Tenders

Where necessary, customer contracts (including those awarded via a public procurement process) will be transferred from BTG to BSC and we will contact you about such transfers. Please contact your Sales Representative if you have any questions regarding current or future contracts

Capital Equipment Technical Service Centre

Boston Scientific will now provide the technical support and field service for the BTG EKOS and Cryoablation products. Please contact Technical Support for:

  • Technical Support 
  • Field Service 
  • Service Agreement information 
  • Order/Returns for service events

Technical Support Contacts

 

Europe Phone: +31 45.546.7707
Europe Fax: +31 45.546.7805

Europe Email : CEtechsupportEMEA@bsci.com

 

Technical Support Hours of Operation:

Monday through Friday, 8:30 a.m. to 5:00 p.m. (GMT+1)
Emergency Support: 24 hours/day, 7 days per week

Countries

Contact number

Netherlands

+31 45 5467707

France                 

+33 139 304 971

Italy                      

+39 022 698 3218

Spain                  

+34 917 619 999

Germany           

+49 815 126 86118

Austria

+43 1608 1037

UK                        

+44 1442 411 686

Finland

+358 800770055

Norway

+47 80014236

Denmark

+45 80253429

Sweden

+46 020790077

 

Customers should update their vendor master information to Boston Scientific for the applicable products in preparation for April 6, 2020. The EMEA UPN Table is available below.

Boston Scientific Materials GTINs Description
CE020GS 05060116920239 Drug Eluting 70-150 micron - UK
CE220GS 05060116920147 Drug Eluting 100-300 micron - UK
CE420GS 05060116920154 Drug Eluting 300-500 micron - UK
CE620GS 05060116920161 Drug Eluting 500-700 micron - UK
DC2V001 05060116920215 Drug Eluting 70-150 micron
DC2V103 05060116920109 Drug Eluting 100-300 micron
DC2V305 05060116920116 Drug Eluting 300-500 micron
DC2V507 05060116920123 Drug Eluting 500-700 micron
EB2S103 05060116920055 Embolisation Beads 100-300 micron
EB2S305 05060116920062 Embolisation Beads 300-500 micron
EB2S507 05060116920079 Embolisation Beads 500-700 micron
EB2S709 05060116920086 Embolisation Beads 700-900 micron
EB2S912 05060116920093 Embolisation Beads 900-1200 micron
RO2D001 05060116921090 Radiopaque Embolic Drug Eluting Bead 70-150 micron
RO2D103 05060116921106 Radiopaque Embolic Drug Eluting Bead 100-300 micron
500-55106 00858593006028 EkoSonic Kit, 106cm, 6 cm TZ
500-55112 00858593006134 EkoSonic Kit, 106cm, 12 cm TZ
500-55118 00858593006141 EkoSonic Kit, 106cm, 18 cm TZ
500-55124 00858593006158 EkoSonic Kit, 106cm, 24 cm TZ
500-55130 00858593006165 EkoSonic Kit, 106cm, 30 cm TZ
500-55140 00858593006172 EkoSonic Kit, 106cm, 40 cm TZ
500-55150 00858593006189 EkoSonic Kit, 106cm, 50 cm TZ
500-56112 00858593006264 EkoSonic Kit, 135cm, 12 cm TZ
500-56130 00858593006295 EkoSonic Kit, 135cm, 30 cm TZ
500-56140 00858593006301 EkoSonic Kit, 135cm, 40 cm TZ
500-56150 00858593006318 EkoSonic Kit, 135cm, 50 cm TZ
600-40500 00858593006462 Control Unit 4.0
700-10302 00858593006509 EkoSonic Connector Interface Cable w/ CIC Clip (includes 700-40000)
700-10410 00858593006479 Control Unit 4.0 CIC
700-20201 00850016840554 Replacement Filter for Control Unit
7003-001 00850016840431 Cable, Power, UK
700-52201 00850016840424 AC Adapter Cable 220V Europe
700-54401 00850016840455 Control Unit 4.0 AC Adapter Cable Europe
700-54402 00850016840462 Control Unit 4.0 AC Adapter Cable UK
700-54404 00850016840486 Control Unit 4.0 AC Adapter Cable Switzerland
700-54405 00850016840493 Control Unit 4.0 AC Adapter Cable Denmark
700-54406 00850016840509 Control Unit 4.0 AC Adapter Cable Israel
FPRCH4003 No GTIN Dual tank 4.5 meter BAR
FPRCH4004 00859019006196 ASSY, DUAL CYL ADAPTER 5M PSI
FPRCH4005 00859019006202 ASSY, DUAL CYL ADAPTER 5M BAR
FPRCH4007 00859019006219 DUAL TANK 8M PSI
FPRCH4008 00859019006226 DUAL TANK 8M BAR
FPRCH6000 00867379000006 Visual-ICE® Cryoablation System
FPRCH6102 No GTIN ARGON SUPPLY HOSE 3M, PSI
FPRCH6104 No GTIN HELIUM SUPPLY HOSE 3M, PSI
FPRCH6110 No GTIN USB FLASH DRIVE
FPRCH6111 No GTIN ETHERNET CABLE
FPRCH6112 No GTIN CHASSIS COVER
FPRCH6113 No GTIN WRENCH (1 1/4)
FPRCH6116 No GTIN WRENCH POUCH
FPRCH6117 No GTIN 10 LABELS AND PEN STERILE
FPRCH6126 No GTIN ASSY ADJUSTABLE WRENCH VISUAL-I
FPRCH6127 00859019006080 ASSY, AR SUPPLY HOSE 5M PSI
FPRCH6128 00859019006097 ASSY, AR SUPPLY HOSE 5M BAR
FPRCH6129 00859019006103 ASSY, HE SUPPLY HOSE 5M PSI
FPRCH6130 00859019006110 ASSY, HE SUPPLY HOSE 5M BAR
FPRCH6131 00859019006127 ASSY, 5M SUPPLY HOSE W/O GAUGE
FPRCH6132 00859019006134 ASSY, 8M TEFLON LINED W/O GAUGE
FPRCH6133 00859019006141 ASSY, SPARE 1.22M AUX SUP HOSE
FPRCH6137 00859019006158 ARGON SUPPLY HOSE 8M PSI
FPRCH6138 00859019006165 ARGON SUPPLY HOSE 8M BAR
FPRCH6139 00859019006172 HELIUM SUPPLY HOSE 8M PSI
FPRCH6140 00859019006189 HELIUM SUPPLY HOSE 8M BAR
FPRCH6141 No GTIN ASSY,AR SUPPLY LINE 5M BAR NEVOC
FPRCH6142 No GTIN ASSY,HE SUPPLY LINE 5M BAR NEVOC
FPRCH6143 No GTIN ASSY,DUAL CYL ADAP 5M BAR NEVOC
FPRCH6144 No GTIN ARGON SUPPLY HOSE 8M BAR NEVOC
FPRCH6145 No GTIN HELIUM SUPPLY HOSE 8M BAR NEVOC
FPRCH6146 No GTIN DUAL TANK 8M BAR NEVOC
FPRCH6147 No GTIN ASSY SPR 1.22M AUX HOSE NEVOC
FPRCH7000 00859019006318 VI MRI CRYOABLATION CONSOLE
FPRCH8000 00859019006370 ICEfx Cryoablation System
FPRCH8010 00859019006387 ICEfx Cart
FPRCH8020 No GTIN ICEfx SUITECASE
FPRCH8021 No GTIN ICEFX SUITCASE NO WHEELS
FPRCH8050 No GTIN ICE FX CART, UNIVERSAL
FPRPR3008 07290104830068 IceSeed® Prostate Kit / SE
FPRPR3070 07290104830082 IceRod® Prostate Kit / SE
FPRPR3192 07290104830266 IceSeed MRI Needle / MRI SE
FPRPR3193 07290104830273 IceRod MRI Needle / MRI SE
FPRPR3194 07290104830280 IceSeed 90°  MRI Needle / MRI SE
FPRPR3195 07290104830297 IceRod 90°  MRI Needle / MRI SE
FPRPR3201 07290104830181 IceSeed Needle
FPRPR3202 07290104830235 IceSeed 90° Needle
FPRPR3203 07290104830198 IceRod Needle
FPRPR3204 07290104830242 IceRod 90° Needle
FPRPR3212 07290104830310 Thermal Sensor MultiPack
FPRPR3258 07290104830211 IceSphere Needle
FPRPR3260 07290104830259 IceSphere 90°  Needle
FPRPR3506 07290104830594 IceEDGE 2.4 90° Needle
FPRPR3508 07290104830563 IceRod Plus 90° Needle
FPRPR3510 07290104830570 IceRod Plus Needle
FPRPR3533 07290104830587 IceRod CX 90° Needle/VL
FPRPR3558 07290104830938 IceSphere® Needle
FPRPR3560 07290104830945 IceSphere® 90°  Needle
FPRPR3561 07290104830556 IceSphere® S 90° Needle
FPRPR3570 07290104830969 5 IceSphere® Prostate Kit
FPRPR3571 07290104830976 5 IceRod® i-Thaw® Prostate Kit
FPRPR3572 07290104830983 IceRod® i-Thaw® Prostate Kit/VL
FPRPR3573 07290104831133 IceSphere™ 1.5 CX 90°
FPRPR3601 07290104830990 IcePearl 2.1 CX 90° Needle
FPRPR3602 07290104831003 IceFORCE 2.1 CX 90° Needle
FPRPR3603 07290104831010 IcePearl 2.1 CX Needle
FPRPR3604 07290104831027 IceFORCE 2.1 CX Needle
FPRPR3605 07290104831034 IceFORCE 2.1 CX Prostate Kit/VL
FPRPR3606 07290104831041 IcePearl 2.1 CX Prostate Kit/VL
FPRPR3607 07290104831058 3 Ice FORCE ® 2.1 Prostate Kit/V
FPRPR3608 07290104831065 3 IcePearl® 2.1 Prostate Kit/VL
FPRPR3617 07290104831072 IcePearl™ 2.1 CX L 90° Needle
FPRPR3618 07290104831089 IceFORCE™ 2.1 CX L 90° Needle
FPRPR3701 07290104831096 ICEROD MRI CX 90 DEGREE NEEDLE/VL
FPRPR3702 07290104831102 ICEROD MRI CX NEEDLE/VL
FPRPR3703 07290104831119 ICESPHERE MRI CX 90 DEGREE NEEDLE/
FPRPR3704 07290104831126 ICESPHERE MRI CX NEEDLE/VL
FPRPR4003 07290104830518 Urethral Warming Set
FPRPR4009 07290104830204 IceRod i-Thaw Needle / PR
FPRPR4010 07290104830303 Multi-Point Thermal Sensor / PR
FPRPR4070 07290104830105 IceRod® i-Thaw® Prostate Kit /PR
FPRPR4518 07290104830075 IceSeed® Prostate Kit / PR
FPRPR4570 07290104830099 ICEROD HE-THAW PROSTATE KIT /PR

 

 

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