Think Twice Before Choosing Mentor

The following are transcripts from an email exchange with Mentor. I was told to email my concerns and that I would receive a response. Is this the kind of response you would want if one of your implants suddenly became deflated?

My initial email:
Date: Wed, 8 Apr 2009 22:12:39
To: Subject: Breast Implant Concerns
Hello,
I have had Mentor Implants for the last six years. Roughly two years after the initial procedure one of them deflated/ruptured. At that time I was referred to a doctor Stephen Bennett in Salt Lake who told me "you have to get both done, we don't replace just one".This last Sunday I called Dr Bennett's office again because I noticed one breast was significantly smaller. They said they'd get back to me with a referral, two days later I got a call saying Dr Bennett "wasn't familiar with anyone here on the East Coast and therefore couldn't give me a referral but make sure you find someone who is board certified".
These are my concerns: 1. If it wasn't necessary to do both implants why was I not given the option? 2. Is this what I can expect every 2 years-rupture or deflation of the Mentor implant and surgery? 3. I have significant scar tissue now that I've had 2 procedures, what can I expect with yet a third? 4. Who is going to give me a referral? Please contact me immediately regarding these issues. I am an active blogger and want these matters resolved as soon as possible. I am extremely upset by the prospect of having to undergo yet another surgery.
Signed,
XXXXXXX

Mentor's response:

Thank you for your inquiry. Mentor is unable to respond to your questions, "If it wasn't necessary to do both implants why was I not given the option?", "Is this what I can expect every 2 years-rupture or deflation of the Mentor implant and surgery?" and "I have significant scar tissue now that I've had 2 procedures, what can I expect with yet a third?", as your plastic surgeon remains the best resource for information. To view frequently asked questions about breast augmentation and breast implants, please follow the link to our website: http://loveyourlook.com/Breast-Augmentation/FAQ-breast-implants.aspx To locate a plastic surgeon in your area familiar with Mentor product, please follow the link to our website: http://loveyourlook.com/Find-Surgeons/ To view the full Mentor Product Replacement Policy and the Mentor Advantage limited warranty programs, please follow the link: http://loveyourlook.com/Breast-Augmentation/FAQ-breast-implants.aspx Are you experiencing complications? After you have chosen a plastic surgeon, please forward your plastic surgeon's name and number and we will call to secure a report to document your experience. Thank you for your time. Mentor Corporation

Mentor Implant Saga

I woke up last Sunday and realized my left breast was considerably smaller than the other. Great, I thought to myself, I've been down this road before. In February of 2002 my Valentine present to myself was a breast augmentation. I'd nursed three children in a span of 4 years, enough said. It all changed in 2002 after my surgery; I was elated with the results. Two years later I was startled to see my reflection in the mirror after coming in from an evening jog before jumping into the shower. My breasts were noticeably lopsided, my left breast seemed to have ruptured.

I quickly called Mentor Corp since I'd puchased the Mentor Enhanced Advantage Warranty. I found the process to getting the help I needed quick and painless. In short order I had an appointment with a surgeon in Salt Lake and everything was back to "normal" for the most part. The doctor told me I would have to get both sides done. Ok, no problem, if this is the protocol, I'll do it. Mentor paid for everything except the trip to Salt Lake. I was relieved to have the ordeal over and done, but I was extremely unhappy with the thick unattractive scar tissue I'd incurred after a second surgery.

After last Sunday's wake up call I contacted Mentor, expecting the same seamless process. Mentor told me to get a hold of the surgeon who'd performed the initial procedure to obtain a referral. I called Dr. Bennett's office in Salt Lake and a few days later his office told me he wasn't familiar with any surgeons on the East coast and therefore was unable to provide me with a referral. Their only words of wisdom to me were: "make sure the surgeon is board certified." No kidding!

I called Mentor today and was surprised to get a "live" person on the line. She apologized for my inconvenience and gave me an email address and the phone number for Mentor's Consumer Affairs Department. I thought I was well on my way to getting things taken care of, just like the last time, but I was wrong. What I did receive was the opportunity to leave a message. I quickly sent off my email detailing my dilemna and concerns which is the topic of my next blog post. In return I received a canned response to my email. Read on, and proceed with caution before choosing Mentor.

Mentor boasts: "Our relationship with you doesn’t end with your surgery. We make a long-term commitment to our patients and integrity of our products". I beg to differ. I have left messages and emails and it takes days, sometimes weeks to hear any response. I also was challenged to produce proof of the Enhanced Advantage Warranty I purchased. Misty in Consumer Affairs said her records showed I only had the Standard Advantage. I faxed her the copy of the letter I received from Mentor proving I indeed have the Enhanced Advantage on April 13th. I called April 21st because I hadn't received a response from Misty. Still to date-no response.