BTG Product Ordering and Service Support

Important Changes to BTG Product Ordering and Service Support

Changes will be effective April 6, 2020


As part of the continuing integration of the BTG businesses into Boston Scientific, we are integrating most BTG products into the Boston Scientific Distribution, Customer Service and Capital Equipment Technical Service functions. This will help streamline your ordering and service support interactions with the Boston Scientific Peripheral Interventions team.

The following changes apply only to these products, effective April 6, 2020: EKOS™ Endovascular System, Sentry Bioconvertible IVC Filter, Bead Block™, LC Bead™, LC Bead LUMI™, LC BeadM1™, and Cryoablation (Galil) technologies.

At this time, there will be no change to business processes for TheraSphere™, Varithena™, CroFab™, DigiFab™ and Voraxaze™. Continue business as usual for these products.

 

What you need to do:

  • Customers should update their vendor master information to Boston Scientific for the applicable products in preparation for April 6, 2020. Download list to update product codes.
  • Review the “Last BTG Product Orders” table for when last orders must be submitted to BTG. 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 Returns  Additional Information

Customer Service

Customer Service – All products except TheraSphere and Varithena

  • Customer Service Phone: 1.888.272.1001
  • Customer Service Fax: 1.888.272.9444
  • Customer Service email: bscemailorders@bsci.com
  • Service Hours of Operation: Monday through Friday, 8:30 a.m. to 9:30 p.m. EST, excluding major U.S. national holidays

 

TheraSphere

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

Customer Service – TheraSphere

In the US or Canada, for orders or any supply-related questions about TheraSphere please contact:

  • Phone: 1.866.363.3330 (toll free)
  • Fax: 1.800.268.5299 (toll free)
  • Fax: 1.613.482.4843
  • Email: TherasphereCustomerSupport@bsci.com
  • Service Hours of Operation: Monday through Friday, 8:00 a.m. to 8:00 p.m. ET

 

Varithena

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

Customer Service – Varithena

In the US, please direct all inquiries to:

  • Phone: 1.855.971.VEIN (8346)
  • Fax: 1.877.626.9910
  • Email: VarithenaCustomerCare@bsci.com
  • Service Hours of Operation: Monday through Friday, 8:30 a.m. to 8:00 p.m. ET
  

Order Process

Purchase Orders and Invoices

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

  • Purchase orders will need to change to Boston Scientific by April 6, 2020.
  • Invoices will come from Boston Scientific, after April 6, 2020.
  • Remit addresses and accounts will also change to Boston Scientific as of April 6, 2020.

To make a payment by check you may remit to the location closest to you at:

Boston Scientific Corporation
PO Box 786205
Philadelphia, PA 19178-6205

or

 

Boston Scientific Corporation
PO Box 951653
Dallas, TX 75395-1653
  • There will be no changes for the purchase ordering process for TheraSphere, Varithena, CroFab, DigiFab, and Voraxaze at this time.
  

Complaints  

Please use one of the following options to report a complaint beginning April 6, 2020 for EKOS, Cryoablation, Embolic Beads, Sentry, and Roxwood:

Returns with Complaint for EKOS, Cryoablation, Embolic Beads, Sentry, and Roxwood:

To return product associated with a complaint to Boston Scientific from April 6, 2020, please contact the Complaint Call Center to request an RGA number and to report the complaint.

  • For Single Use Devices: 1.800.811.3211 (option 1), Monday through Friday 7:00 a.m. to 4:00 p.m. EST
  • For Capital Equipment: 1.800.949.6708, Monday through Friday, 5:30 a.m. to 6:00 p.m. EST

Please note:

  • Single Use Devices are to be shipped to Quincy
    (500 Commander Shea Blvd Quincy, MA 02171 USA)
  • Capital equipment will be returned to Arden Hills
    (4100 Hamline Ave N, St. Paul, MN 55112-5798, Attention Dock 9)

Please use the Product Return Kits per product; request one from Complaint Call Center as required:

Beads:  UMD Return Kit - US H749391050 
EKOS/Sentry/Roxwood: UMD Return Kit - US H749391050 
Cryoablation (Galil)/Needles: UMD Return Kit - H749394140

TheraSphere Complaints

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

After April 6, complaint reporting and product returns for TheraSphere should follow the same BTG processes as before.

Varithena Complaints

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

After April 6, complaint reporting and product returns for Varithena should follow the same BTG processes as before.
MUST REPORT VARITHENA COMPLAINTS WITHIN 24 HOURS OF NOTIFICATION

  

Returns

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 

Last BTG Product Orders

Until April 6, 2020, we will accept product orders submitted to BTG. Timing for when last product orders must be submitted to BTG for the following products:

Product(s) Last Order Date Last Order Time
EKOS Console April 3rd 4:30PM CST
EKOS Catheters, Sentry Single Use April 3rd 4:30PM CST
Cryoablation Systems April 1st 3:30PM CST
Cryoablation Needles and Accessories April 3rd 3:30PM CST
Embolic Beads April 3rd 3:30PM CST

Legacy BTG Customer Service will no longer fulfill orders after the listed time.

Consignment Customers

For consignment customers, inventory will move from BTG systems to Boston Scientific systems on April 6, 2020.
To inquire or make changes, please contact your BSC Sales Representative.

Contracts

All sales and other customer contracts that you now have with BTG entities will be transferred to Boston Scientific Corporation as the new contracting party, with no need for any action by you. All previously agreed-upon contract terms will be maintained for the duration of the contract. As contracts are renewed or amended, they will reflect Boston Scientific contract terms and conditions. Please contact your sales representative if you have any questions regarding current or future contracts.

Capital Equipment Technical Service Center

Boston Scientific will provide the technical support and field service for the BTG EKOS and Cryoablation products starting on April 6, 2020. Please contact the Technical Support hotline number for:

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

Boston Scientific Capital Equipment Technical Service Center (United States, Canada, Puerto Rico and Caribbean Islands)

  • Phone: 1.800.949.6708
  • Fax: 1.408.957.6285
  • Email: CEtechsupportUSA@bsci.com
  • Technical Support Hours of Operation: Monday through Friday, 6:30 a.m. – 7:00 p.m. CST
  • Emergency Support: 24 hours/day, 7 days per week

For new Capital Equipment orders, starting April 6, 2020, please contact your BSC Sales Representative.

 

Product Codes

Download the product codes to update your vendor master information to Boston Scientific for the applicable products.

 

Roxwood Products

  • The Roxwood crossing devices have been discontinued as of March 31, 2020.
  • For customer service or complaints on remaining products, please contact the Boston Scientific numbers as listed above.
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