The customer was sent troubleshooting tips by our customer service email team.The troubleshooting did not resolve the issue.The customer was sent a replacement pump and return of her original pump was requested for testing/evaluation.In follow up with a complaint handler on (b)(6) 2021, the customer indicated that she developed mastitis on (b)(6) 2021 and was prescribed an antibiotic.Her mastitis was resolved.The device was evaluated on 05/19/2021 with the customer's parts as received and it passed vacuum testing.The vacuum test was then conducted using a lab kit with the customer's pump and it passed.In this case, it was noted in the evaluation that the customer's tubing had residue in them.Any foreign contaminants that hinder the device's ability to form an adequate vacuum seal could potentially result in lower suction.It is very difficult to determine exactly how much contamination under normal use is needed for pump vacuum to suffer, but it is a known failure mode causing low suction.The pump in style instructions for use details cleaning procedure for the parts and accessories.It is also a common troubleshooting item that we review with the customer when they call in.Based on the results of our internal investigation (reference number (b)(4)), it cannot be definitively concluded that the pump caused or contributed to the customer's mastitis.The estimated incidence of mastitis in lactating women, whether using a breast pump or not, according to published clinical literature can be as high as 33%.In fact, clinical guidelines suggest the use of a breast pump to facilitate withdrawal of breast milk during bouts of mastitis.The complaint rate of mastitis across all reported failures, across all medela breast pumps, is 0.008% for the period of january 2013 to august 2017.Mastitis is usually a benign, self-limiting infection with few consequences for the suckling infant.The risk of mastitis is higher among women who have breastfed previously, especially those with a history of mastitis.Riordan & wambach, 4th ed.P.294: breastfeeding and human lactation.However in this case, the mother's mastitis required prompt medical attention for pain relief and prescription antibiotics to avoid progression to overwhelming sepsis.
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On (b)(6) 2021, the customer emailed medela llc and alleged she had milk backup and condensation in the tubes on her pump in style maxflow breast pump, and according to our manual she was to contact customer service.She sent a 2nd email on (b)(6) 2021, alleging she was unable to contact customer service via chat or phone and further alleged she had mastitis accompanied by fever and chills.
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