Axonics Customer Service — Professional, Practical Guide

Overview and Scope of Support

Axonics, a medical device company headquartered in Irvine, CA, produces a rechargeable sacral neuromodulation (r‑SNM) system used to treat urinary and bowel dysfunction. For patients and clinicians the company’s customer service covers four primary domains: patient support (device use, recharging, and app questions), technical support (device diagnostics and programmer issues), clinical/physician support (training, case planning, and procedure logistics), and reimbursement/coding assistance. Axonics received FDA clearance for its r‑SNM system in 2019, and one of the product’s widely stated advantages is a manufacturer‑stated rechargeable battery life of up to 15 years.

This guide explains how Axonics customer service operates in everyday clinical practice, what information you should have available when you contact them, typical timelines for response and resolution, and how to escalate complex issues such as device retrievals, warranty claims, or reimbursement disputes. For official contact endpoints and the most current phone numbers, regional offices, and web forms, always verify via the company website: https://www.axonics.com.

How to Contact Axonics and What to Expect

Primary contact routes are the company’s public website contact form, dedicated patient support lines, clinician/hospital hotlines, and email for non‑urgent inquiries. Response times vary by channel: many companies aim for same‑business‑day acknowledgement for phone calls and 24–72 hours for web form or email escalations. For implanting centers, there are often dedicated account managers or territory clinical specialists who provide direct phone/email access and on‑site support for new cases.

When you call, expect triage to one of three teams: clinical/technical, reimbursement/case‑management, or patient services. Technical or clinical questions (programmer behavior, lead placement troubleshooting) will be routed to a clinical specialist who may request device serial numbers, programmer logs, and operative notes. Reimbursement queries will be handled by a reimbursement specialist who can provide coding tips, payer coverage summaries, and sample documentation templates tailored for U.S. Medicare and major private payers.

Patient Support: Practical Details

Patient support focuses on education about recharging schedules, MRI compatibility checks, remote monitoring steps (if applicable), and everyday troubleshooting. Typical manufacturer guidance for a rechargeable implant includes scheduled recharging sessions—often weekly or every 1–3 weeks depending on individual usage and stimulation settings—and the company can provide replacement charging accessories if lost or damaged. Customer service can also advise on lifestyle questions such as travel, airport screening, and device visibility in imaging.

For lost accessories, battery/charger faults, or suspected device malfunction, customer service will ask for the implant date, implanting physician and facility, device lot/serial number (from implant cards), and a description of the issue. They will log a case and, where appropriate, initiate an RMA (return material authorization) or schedule a clinical review. If urgent clinical concerns exist (sudden loss of therapy, pain, or signs of infection), they will direct the patient to contact the implanting physician or present to emergency care immediately.

Support for Clinicians and Hospitals

Clinicians receive assistance with pre‑op planning, intraop troubleshooting, and post‑op programming. Axonics typically provides training programs that include didactic sessions, proctoring, and hands‑on labs; these are frequently scheduled regionally and can be arranged through the clinical affairs team. For hospitals, the company can supply device ordering numbers, implant kits, instrument lists, and sterile procedure checklists to streamline operating room logistics and reduce OR time.

On reimbursement and coding, the company’s clinical reimbursement specialists commonly supply payer coverage summaries, sample operative reports, and CPT/HCPCS pointers to support preauthorization. While exact costs vary by facility and region, U.S. total charges for an SNM implant (device + OR + facility fees) commonly range—depending on payer and setting—from approximately $20,000 to $40,000; institutions should validate local charge capture and payer contracts for precise budget planning.

What to Have Ready When You Call

• Patient identifiers: full name, DOB, implanting physician and facility, implant date.
• Device information: implant card serial/lot number (if available), programmer ID, and firmware version.
• Clinical details: concise description of symptoms/issue, any error messages, recent imaging or operative reports, and payer/insurance information for reimbursement questions.

Technical Troubleshooting and Escalation

Common technical support workflows include guided programmer checks, interrogation of device telemetry, replacement of external accessories, and remote or on‑site programmer software updates. Support staff typically walk clinicians step‑by‑step through standardized diagnostics; if remote troubleshooting cannot reproduce or resolve the issue, the case escalates to an engineering review and may result in an RMA or site visit by a clinical specialist.

For serious device-related adverse events (e.g., unexpected device failure causing therapy loss, lead migration with neurological signs), customer service will advise immediate clinical action and coordinate reporting. The company will request clinical documentation and may initiate an internal investigation; clinicians should also follow mandatory local regulatory reporting requirements (e.g., FDA MedWatch in the U.S.).

Common Issues and Quick Troubleshooting

• Loss of stimulation: verify programmer battery, confirm patient is using the correct program and contact support with implant date and serial; simple resets often resolve settings issues.
• Charger not charging: confirm charger LEDs per manual, test with a known working power source, and request a replacement accessory if faulty; keep accessory replacement records for warranty.
• Insurance/preauthorization delay: provide patient demographics, proposed CPT/ICD codes, and a clinical summary to the reimbursement team for prefilled templates and peer‑to‑peer support.

Warranty, Pricing, and Legal/Regulatory Notes

Warranty terms, upgrade pathways, and replacement policies vary by country and are governed by the device purchase agreement and local regulations. Customer service can supply warranty documentation and RMA instructions; for hospitals, a purchaser account manager will typically provide the device list price and institutional contract pricing. Patients should ask their implanting center or the company for a clear estimate of out‑of‑pocket costs before implantation.

Always cross‑check clinical recommendations, device labeling, and the latest safety communications directly on the official company website (https://www.axonics.com) and through institutional regulatory channels. For urgent device safety events, follow local reporting rules and inform the implanting physician and company support immediately so that appropriate clinical and regulatory steps can be coordinated.