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).

Customer Service Contacts

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.

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.

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.

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.

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. 

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

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.