When should you call product support?

Manufacturer support is useful for documented equipment questions. Examples include a display code, charging behavior, incomplete inflation, damaged tubing, a missing part, or a controller that does not operate as described.

What to include in the request

Record the model, selected control, battery state, charging state, session duration, sleeve position, tubing condition, and the first unexpected behavior. Keep the exact display wording. Describe what happened before guessing why it happened.

The troubleshooting guide helps organize observable faults. The battery guide covers power questions. Use the safety guide when the concern involves pain, numbness, swelling, a wound, or suitability.

What support cannot do

Support cannot examine a person, diagnose a symptom, or approve compression after a procedure. Do not wait for a support reply when someone may be acutely unwell. Follow local emergency guidance for urgent symptoms.

Prepare before contacting support

Have the purchase or model information available when relevant. Keep the device powered off if there is visible damage. Do not send a guessed medical explanation. Support can help with documented operation, replacement parts, and equipment behavior. It cannot determine whether a symptom is safe to ignore.

General FDA medical device information gives regulatory context, not a replacement for support or professional care.

Use short sentences in the support request. Say what the device did, what the display showed, and what happened immediately before the fault. Avoid long explanations about circulation or recovery. If the person also has pain, numbness, swelling, or a skin change, put that in a separate safety note and do not wait for equipment support to decide what it means.

Support needs facts. It does not need a diagnosis. Include a photograph only when it is safe and appropriate. Keep damaged equipment off. Follow the support team’s documented replacement or return instructions.

Ask one equipment question at a time. This makes the reply easier to verify and reduces the chance that a safety concern is hidden inside a long fault description.

If the fault is intermittent, record when it occurs and what changes between attempts. Do not create repeated sessions only to make the fault appear.

The goal is a safe support record, not a perfect reproduction of a fault.

Keep the device and person safe while waiting.

Do not send repeated tests or repeated settings to support.

One clear report is enough to begin.

Wait for the documented reply before changing the equipment setup.