Customer Service

Problems with your Grossan Hydro Pulse®

A few percent of all machines we sell are returned to us lately - but most of these machines actually work perfectly! Actual failures of the machine are quite rare. If you have a problem, please relax, don't panic, and read these instructions carefully. In most cases, with a little patience, you can cure any problems yourself.

The most common problem is no solution flows but the pump makes noise. This means the machine is either blocked (rare) or won't prime (the machine is fine but air bubbles prevent the machine from pumping).

  1. Fill the reservoir full of warm water and place machine next to sink.
  2. Double check handle switch is ON, place the handle in the sink as far below the level of the reservoir as possible, and place some kind of weight on the handle so it stays put.
  3. Have a nice cup of hot tea, relax, and read up on Dr. Grossan's Sinus Health Tips that came with your machine (at least 10 min.)
  4. Turn the pressure dial to maximum, then run the machine for thirty seconds. If water flows, run the entire reservoir before proceeding (and don't forget to run a warm reservoir through after every use.) If no water flows, leave the handle on the bottom of the sink for 10 minutes and repeat the process (run 30 seconds, handle in sink for ten minutes) up to three times. This procedure fixes more than 85% of all problems.

Our motor can sometimes be a tad stubborn about getting primed in some cases. But no other motor on the market does a better job of taking care of our customers - both in effectiveness and safety - so we are sure this one is the way to go. (Other motors scare us - latex everywhere and you never know what pressure you're going to get. Still other motors have such a weak pulsation that they wouldn't stimulate your cilia - no way these would satisfy Dr. Grossan, so no way they would go in our machines.)

If you still can't get your machine working, email us and we'll take care of you. Be sure to include your order number, exactly how you ordered the item (internet, phone, fax, carrier pigeon..), and the original billing name and address on your order.

I Can't Find ... I think I'm Missing... from my Hydro Pulse.

  • Sinus and Throat Tips are hidden in the reservoir by our factory elves. Don't be embarrassed, it fools us sometimes too. You should have two throat and two sinus tips.
  • The power cord is hidden in the back of the machine behind a cover. Read the directions on how to remove the cover. (The most diabolical of all the elves thought this up.)
  • Sometimes the little plug in the bottom of the reservoir falls out. Take the cover off the reservoir, and feel around inside for it. If it's not there, please look around in the box very thoroughly; it can hide between the packing cardboard and the box, and it's practically invisible in the plastic bag.

More Hydro Pulse Resources

Problems With Your Order

  • Problems with credit card transactions.

Your webmaster, who designed and coded the credit card order system, says it takes him an average of 3 tries to make a successful order for himself on most web order systems. It's hard to enter all those numbers just the way the computer wants you to; it's not you, it's the system. Try to get your credit card statement and enter the address information *exactly* as it is on your statement.

Apparent charges - It is common for a failed transaction to appear to you, your bank, and even the credit card company's own representatives, as a charge. This can be very frustrating! Don't worry, they go away in about 3 days. WE GUARANTEE YOU WILL NEVER BE CHARGED AS A RESULT OF A FAILED TRANSACTION. Give it three business days (that's 5 days on a weekend) and if the charge doesn't go away, contact us and we'll take care of it. (Never, ever ever send us credit card information by email - just send name and order number.)

  • Where's my stuff? My sinuses are killing me!

    • Please keep in mind that once we pack your order, the rest is up to UPS. On the ups web site (www.ups.com) they have a spiffy setup for you to find out precisely where your package is and when to expect it. If it does not arrive when UPS said, then call their 800 number AND GIVE THEM HECK. They promised us great service for you and you should get it. (Sometimes there is some confusion about the address and better to call them sooner than later.) Didn't get a tracking notice from UPS? Check your spambox for an email from "UPS quantum view"; the tracking email does NOT come from Hydro Med.

    Your order was probably shipped the next business day after you ordered, and it probably took 5 more business days to arrive. Please look at your calendar, and carefully skip over Saturdays, Sundays, and holidays, and count out 6 business days after ordering (1 biz day for packing, 5 more biz days for UPS) to figure out when you should expect it. (You can figure 4 biz days in California.)

    If you cannot find your tracking email, please find your receipt, keep it handy, and count out the 6 business days as described above. If you have received nothing by the night of the 6th biz day - please email us right away. We want you to get your package as soon as possible. You must include your order number, and your card billing name and address for us to look up your order. (Never, ever ever send a card number over email.)

  • I got the wrong stuff!

    Occasionally mistakes do occur. Please give us your order number, exactly how you ordered the item (phone, fax, carrier pigeon..), and your card billing name and address. We'll get the correct items out to you as soon as possible. (Never, ever ever send a card number over email.)

  • My plug looks funny...what's up with that?

A while back, a few 230V European model Hydro Pulse units arrived unlabeled, and somehow got into the regular 110V US unit stock. We thought we had this licked several times, but somehow ... If you get a Hydro Pulse model with a plug that looks like two long round pins (as opposed to the normal blades on all US appliances), and you didn't ask for one, email us right away - we'll take care of you right away. Please include your order number, and your card billing name and address. (Never, ever ever send a card number over email.)

  • My Problem Isn't Covered Above

Please give us your order number, exactly how you ordered the item (internet, phone, fax, carrier pigeon..), and your card billing name and address. (Never, ever ever send a card number over email.) Our very nice customer service will do their best to fix you up as soon as possible.

You can look at our contacts page to find out how to speak to a real person... but we are absolutely sure that customer service is fastest if you read this page carefully first, then email us.

 

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Last update 2008 Oct 26