This topic is about comparing the customer service experiences between two ostomy product companies, Coloplast and Convatec, after the poster encountered issues with their current Hollister products. The poster is looking for alternatives due to ongoing skin problems and has reached out to both companies for assistance. Here’s a summary of their experiences and some advice from others:

- The poster had a detailed conversation with Convatec, spending 15 minutes with a representative and another 15-20 minutes with an ostomy nurse. The nurse recommended several product combinations, promised follow-up, and samples were shipped the same day with tracking information provided.

- In contrast, the call with Coloplast involved only basic questions, no nurse consultation, and unspecified samples were chosen. The samples were expected to arrive the following week without tracking information.

- The poster is curious if others have experienced similar differences in service between the two companies.

- The poster has an oval stoma that requires a wide convex barrier, and only a few models from each company might be suitable.

- Convatec samples arrived quickly, even over a holiday, while Coloplast samples took longer. Initially, both companies sent barriers that were too small.

- In follow-up calls, Coloplast agreed to send larger barriers and a belt, which has a different latch than Hollister’s. Convatec mentioned their largest cut-to-fit barrier is 2¼″ and did not provide a sample belt, making their products potentially unsuitable.

- The poster dislikes Convatec’s roll-up plastic tail closure and prefers true Velcro or a clamp. They are hesitant to try new systems after long-term use of Hollister products.

- They are seeking advice on the correct technique for using Coloplast SenSura Mio and the availability of large convex one-piece barriers.

Advice and insights from others include:

- Many have had similar experiences, noting that Convatec provides thorough support with access to an ostomy nurse and fast, trackable shipping, while Coloplast’s support quality can vary.

- Some members offer to share spare Coloplast bags or Convatec belts.

- Coloplast offers one-piece cut-to-fit pouches up to 4″, but their largest convex one-piece options are smaller than flat versions. Hollister is the only company with a flange larger than 2¼″, though their redesign is causing issues for some users.

- Convatec and Coloplast have the largest cut-to-fit openings in one-piece systems, but sizes differ in two-piece lines.

- There are compatibility issues, such as Coloplast’s irrigation sleeve not fitting all their flanges, and some users combining Convatec belts or sleeves with Coloplast pouches.

- Convatec components fit together securely, but their tail closure requires multiple rolls. Some users find the plastic hook-and-loop reliable, while others prefer Coloplast’s Velcro-style closure.

- Coloplast’s “click” coupling can be hard to engage and makes releasing gas more difficult.

- Some users experience severe rashes with Convatec wafers despite good service, while Coloplast SenSura Mio, when applied correctly, has provided excellent skin outcomes for at least one user.

- A general tip is to keep calling until you reach a helpful representative, as customer service quality often depends on the individual you speak with.