DJO Customer Service — Expert Guide for Clinicians, Distributors and Patients

Overview and Purpose

DJO customer service supports a complex mix of end users: patients, clinicians (orthopedists, physical therapists), distributors and institutional purchasers (hospitals, clinics). Effective support focuses on three pillars: clinical safety (device fit, instructions for use), operational continuity (parts, repairs, expedited replacements) and commercial clarity (warranty, billing, insurance). A best-practice program balances clinical escalation paths with hard SLAs for order and repair fulfillment.

This document explains practical procedures and measurable commitments you should expect when interacting with a medical-device customer service organization like DJO’s: channel options, triage, warranties and returns, repair turnarounds, pricing expectations, clinical support services and the KPIs that keep the function accountable.

Primary Contact Channels and Accessibility

Customer service must be omni-channel: phone, email/ticket portal, live chat, and a secure clinician portal for protected health information (PHI). For most users the first stop is the corporate website (https://www.djoglobal.com), which should include: product manuals, downloadable instructions for use (IFU), warranty registration and an online RMA/repair submission form. Expect phone support for urgent clinical issues and a ticketing system for order or billing queries.

• Phone: reserved for urgent clinical/fit issues and escalations; target answer rate ≥80% within 60 seconds during business hours.
• Online ticket/portal: used for warranties, returns, repair authorizations (RMA), and billing; standard response target 24–48 hours for non-urgent tickets.
• Clinician resources: dedicated account managers or clinical specialists for hospitals and large clinics; tele-training sessions and downloadable protocols for device fitting and outcome tracking.

Always verify contact details directly at the corporate site and register your organization’s preferred contact methods to speed verification and PHI release. For facilities, maintain purchase order numbers and device serial numbers to accelerate service.

Triage, Response SLAs and Escalation

An effective triage stratifies inquiries into three buckets: (1) clinical safety (immediate), (2) operational (orders, returns, repairs), and (3) administrative (billing, contracts). Clinical safety issues require immediate escalation to a clinical specialist and should be managed 24/7; typical escalation SLA is immediate phone response and clinical callback within 30–60 minutes.

Operational requests should have defined SLAs: order confirmations within 2 business hours, shipment of in-stock items 24–72 hours, repair turnarounds normally 7–14 business days with expedited options (2–3 business days) for a fee. Track and publish these SLAs so buyers and clinicians can plan patient care accordingly.

Warranty, Returns and RMA Process

Warranties for orthopedic supports and rehabilitation devices commonly range from 90 days to 1 year depending on the product class; consumables are typically excluded. A robust warranty process requires proof of purchase, serial or lot number, photos of the defect and a completed RMA form. For hospitals, authorized distributor invoices may be accepted in lieu of direct purchase receipts.

• Returns: standard window 30 days for incorrect shipments or sizing errors; expect restocking fees (often 15–25%) for non-defective returns unless otherwise negotiated on institutional contracts.
• Repairs: diagnostic and repair reports should cite part replaced, labor hours and cost estimates; repair turnaround target 7–14 business days with status updates at intake, mid-point and completion.
• Replacement units: for critical clinical cases, request expedited replacement shipments and coordinate return shipping labels to maintain continuity of care.

Repairs, Spare Parts and Inventory Management

Field-repairable items require clear instructions and validated repair parts. Customer service should maintain a part-number catalog tied to device serial numbers so clinicians can identify compatible replacements (e.g., straps, liners, hinges). For high-volume facilities, negotiate stock consignment or periodic kit shipments to maintain a 95–99% fill rate.

Inventory KPIs include days of supply (target 14–30 days for critical items), fill rate (target ≥98%) and emergency ship rate (target same-day or next-day for in-stock critical parts). Use SKU-level reporting and automated reorder triggers in the customer portal to prevent stockouts in clinical settings.

Clinical Support, Training and Outcomes

Customer service should include clinical education: live webinars, on-site fitting sessions, and CE-accredited training for clinicians. These services reduce misfits and returns: facilities that use formal training typically report 20–40% fewer follow-up support incidents in the first 90 days. Training should cover device selection, sizing, fitting technique, patient home-care instructions and complication recognition.

Outcome monitoring is part of advanced service: use short patient-reported outcome measures (PROMs) and device performance logs to guide iterative improvements. Offer templates for collecting PROMs at 2, 6 and 12 weeks post-fitting, and share aggregated de-identified outcome data with purchasing clinicians to inform product selection.

Ordering, Pricing and Insurance Navigation

Pricing for supports and braces varies widely: expect simple braces and straps to range from approximately $30–$150, high-performance braces or custom orthoses from $200–$1,200 or more depending on complexity and custom fabrication. Institutional contracts frequently include volume discounts, tiered pricing and warranty extensions—negotiate these into multi-year agreements.

Customer service should provide coding and billing guidance: common HCPCS/CPT codes, expected reimbursement ranges by payer, and documentation templates. Offer pre-authorization support for high-cost items and streamline submission packages that include clinical notes, objective measures and device specifications to reduce claim denials.

KPIs, Quality Assurance and Continuous Improvement

Core KPIs to monitor: First Contact Resolution (target ≥80%), Average Handle Time (AHT) optimized to clinical complexity—commonly 6–12 minutes for clinical calls, CSAT ≥4.5/5, NPS target 50+ for best-in-class medical device support. Operational KPIs include on-time shipment ≥98%, RMA cycle time median ≤10 business days, and repair quality (return-free rate >95%).

Continuous improvement cycles (quarterly) should review root-cause trends—common sizing errors, recurring part failures—and deploy corrective actions like updated IFUs, redesigned packaging or proactive clinician training. Publish transparent performance dashboards for key accounts to build trust and drive joint process improvement.

Where to Get Official Support

For official product manuals, warranty terms, RMA forms and the most up-to-date phone and regional contact information, visit DJO’s corporate website at https://www.djoglobal.com and click Customer Support. For institutional customers, register account contacts and tax/exemption documentation in the portal to accelerate ordering and warranty claims.

If you represent a hospital or large clinic, request a named account manager and scheduled quarterly business reviews (QBRs) to align inventory, training and outcomes reporting with clinical goals. That alignment is the single most effective way to reduce downstream service events and ensure patient care continuity.

Why did I get a bill from DJO?

Why is DJO sending me a bill? DJO is a third-party provider that provides braces, splints and other clinically necessary orthopedic devices in your physician’s office, hospital or surgery center, to be prescribed by your provider.

Who is DJO owned by?

Colfax Corporation
In 2007, Blackstone Group bought DJO for $1.6 billion, renaming the company DJO Global. In the first quarter of 2019, Colfax Corporation, a publicly traded, diversified technology company, acquired DJO.

How do I contact DJO?

DJO, LLC

1. Main Phone. 1.800.321.9549.
2. Customer Service. 1.800.336.6569.
3. Investor Relations. [email protected].
4. Media Inquiries. [email protected].

Why does Joe Keery go by Djo?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview Joe Keery goes by the name Djo for his music to create a separate identity from his acting career, allowing listeners to discover his music without preconceived notions from his popular role as Steve Harrington in Stranger Things. He also wanted the alias to be a distinct platform for his authentic self and creative expression as a musician. The name Djo is a pronounced variation of his own name and is used with a musical disguise to further separate the musician from the actor.
  Reasons for the name Djo

• Separation from Acting: Keery wanted to distance his music from his famous Stranger Things persona, Steve Harrington. This allowed people to focus on the music itself rather than associating it with his acting career. 
• Authenticity: He used the name to be more transparent and honest in his music. The disguise was an initial step, but he later felt it contradicted the core idea of being honest in his creative process. 
• Alternative Identity: Djo serves as an alter ego to create a distinct musical identity. 
• “It’s like my name but it’s different”: Keery described the name Djo as a way to have a variation of his name, which sounds the same when pronounced but is spelled differently. 

How the name was revealed

• Early career: Keery released his debut album under Djo and even wore a disguise at shows to maintain anonymity. 
• Viral success: The song “End of Beginning” became a sleeper hit and went viral on TikTok in 2024, which revealed his identity as the musician behind the name Djo to a wider audience. 

AI responses may include mistakes. Learn moreJoe Keery Explains Why Djo Is His Stage Name – YouTubeApr 13, 2024 — let’s talk about um the name too i’ve got to ask you how did you decide why’d you decide well we were just talking abo…YouTube · iHeartRadioWhy did Djo just become Joe Keery? : r/DjoMusic – RedditMay 6, 2025 — katersoc. • 4mo ago. I think part of him was trying to hide behind the costume and use it as a sort of an alter ego, bu…Reddit · r/DjoMusic(function(){
(this||self).Bqpk9e=function(f,d,n,e,k,p){var g=document.getElementById(f);if(g&&(g.offsetWidth!==0||g.offsetHeight!==0)){var l=g.querySelector(“div”),h=l.querySelector(“div”),a=0;f=Math.max(l.scrollWidth-l.offsetWidth,0);if(d>0&&(h=h.children,a=h[d].offsetLeft-h[0].offsetLeft,e)){for(var m=a=0;mShow more

How much do Djo sales reps make?

The estimated total pay range for a Sales Representative at DJO is $69K–$113K per year, which includes base salary and additional pay.

How do I contact DonJoy?

PHONE

1. US: 800-553-6019.
2. Canada: 866-866-5031.
3. Fax: 760-300-3860.