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).
These changes only apply where you have been ordering products through BTG. |
What you need to do
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)* |
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
Technical Support Hours of Operation: Monday through Friday, 8:30 a.m. to 5:00 p.m. (GMT+1) |
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 |