Description of Event or Problem · 0
I HAVE WILLOW 360 BREAST PUMP. I STARTED USING IT FROM (B)(6) 2025. THE PUMP WAS NOT FUNCTIONING PROPERLY SINCE DAY. I STARTED USING AND IT STOPPED COMPLETELY IN A COUPLE OF DAYS. I FOLLOWED UP WITH CUSTOMER CARE TO FIX OR REPLACE THE PUMP. THE CUSTOMER CARE REFUSED TO REPLACE UNTIL TROUBLESHOOTING IS DONE. THE PUMP EVEN AFTER CHARGING COMPLETELY DID NOT COME UP. THEY TRIED HARD RESET WHICH MADE PUMP WORK BUT IT WAS STILL NOT WORKING CORRECTLY. IN ABILITY TO PUMP MADE MY BREASTS SWELL AND SHOWED EARLY SIGNS OF INFECTION. I HAD TO RUN TO URGENT CARE TO GET HELP AND WAS PUT ON ANTIBIOTICS. THIS MADE MY SYMPTOMS WORSE AND I HAD TO IMMEDIATELY GET AN ALTERNATIVE OPTION. DUE TO MEDICAL REASONS, I WAS NOT ADVISED TO BREASTFEED. I HAD SHARED THE REASON WITH WILLOW TEAM BUT STILL THEY DID NOT EXPEDITE ANYTHING. THEY PROMISED TO SEND SOME ACCESSORIES TO MAKE THE PUMP WORK BUT THAT DID NOT HAPPEN UNTIL DAYS AND I ENDED UP INVESTING MORE TO SEE IF I CAN MAKE THE PUMP WORK. THE ISSUE WITH CHARGING STILL PERSISTS. I ASKED WILLOW TO GIVE ME REPLACEMENT AS THIS DEVICE IS A MUST FOR MY POSTPARTUM AND NOT HAVE ANY FURTHER COMPLICATIONS. THEY ACKNOWLEDGED BUT DID NOT TAKE ANY REQUIRED ACTION TO SOLVE THE ISSUE. WITH THE NEWBORN AND EVERYTHING GOING AROUND, I HAD TO MAKE TIME TO CALL CUSTOMER CARE AGAIN AND AGAIN TO RESOLVE THE ISSUE. IT'S BEEN MORE THAN 12 DAYS AND THERE IS STILL NO SOLUTION. THE COMPANY IS NOT HONORING THEIR WARRANTY POLICY AND HAS COMPLETELY LACK ACCOUNTABILITY TO RESOLVE THE ISSUE. I WOULD LIKE TO FILE A COMPLAINT FOR MULTIPLE REASONS: REQUEST FDA TO TAKE ACTION AGAINST WILLOW TO MAKE THEM ACCOUNTABLE FOR REPLACEMENT OR REFUND FOR THE NONFUNCTIONING PRODUCT I WOULD NOT WANT ANY OTHER MOM TO EXPERIENCE THE SAME DURING ALREADY DIFFICULT TIME; ON THE NAME OF MEDICAL DEVICE, WILLOW DOES NOT PROVIDE REFUND. THIS PUMP COSTS $500. THIS IS THE HUGE INVESTMENT. NOT HAVING REFUNDS ON MALFUNCTION PRODUCT CREATES A FINANCIAL BURDEN BY NEEDING TO INVEST IN REPLACEMENT; THIS EXPERIENCE HAS CREATED TREMENDOUS MENTAL AND EMOTIONAL STRESS CAUSED BY CONSTANT NEED OF FOLLOWING WITH CUSTOMER CARE TO GET TO A SOLUTION AND PHYSICAL STRESS AND MEDICAL CONDITIONS DUE TO INABILITY TO PUMP. PT CODES: 1930, 4577, 1831. DEVICE CODES: 1476, 2588. REF REPORT: MW5172647.