I have experienced only OUTSTANDING customer service each time I have needed to call the pump support line. I am completely impressed. Has anyone had a different experience?
I’ve had a totally opposite experience with their customer service. Every time i call there (for tech support) they pull up the records of a Kathy in Quebec Canada. I tell them each time that its not me and I recently found out that the mix up was because they spelled my last name wrong in their systems.
I lost my pump cartridge cap and requested a replacement. After waiting the 3 days (with my blood sugars going nuts from Lantus in the mean time) They sent me a battery cap instead, even though the bill had the right item listed. I called about it and the woman laughed and laughed when I told her what happend. Saying, “Hahaha. Oh, that never happens! Hahahahah.” She didnt take my situation seriously at all. She told me she’d have to run it by her supervisor but that they think they can get me a new one by next tuesday. It wasnt after I said “I REFUSE to wait until Tuesday for a mistake YOU made” that she said she’d call me back after communicating with someone else. 4 hours pass and I dont hear from her again. I had to call and find out the status of my replacement on my own. I recieved better customer service at a McDOnalds Drive through! It was a horrible experience and really, ruined my day.
Hi Kathy - it took me awhile to figure out how to find out where you live - in Boston - hmmm - how could they get you mixed up as living in Canada . I live in Quebec - Montreal to be exact - and haven’t had any problems with tech service, etc. here. I actually had a call from one someone who supplies Animas products here in Montreal (they said if I needed a new pump - they could get one to me right away). She lives a hop and a skip away from me which I found amazing - seeing as there are only about 100 Animas pump users in my province (that’s what she told me). Anyway, she answered my questions and it was great - received what I needed under 24 hours - so quick - that I thought maybe they kept stock of all the goodies here in Montreal (tho’ the shipping addy showed it was from the big city of Toronto up here in Canada). Anyway, hopefully you got them to update your records to Boston, United States of America!!!
Take care.
Anna
The people are always nice. That said… I was having a problem with my pump “leaking” for about a month. It took that long, numerous cartridges and tubing sets, and lots of waisted insulin for them to finally send me a new pump. And then, they said they would send the pump next day (like they are supposed to) and when I got the tracking number it said they were delivering it via ground and therefore 3 days later. This was after two days of being on Lantis already. Anyway, I called and told them I wanted a pump the next day (which was Saturday). It took some convincing, but they did it. The lady was rather flippant about it. She asked if I had a backup plan and when i said yes, she thought that meant that I could wait for the new pump that was already on its way. I told her I would not wait, that this was their mistake and that they needed to send me a pump! She said she would have to ask her supervisor. So, I told her to do so! They were never mean, snippy or rude! They were nice, but it is definatley difficult to convince them that their machines do not work.
Tim,
I agree 100% with you. Each and every time I have called with questions from pump support or billing I have only received excellent service.
Nathan
My experience with Animas customer service is that they SUCK. I had my meter remote STOLEN on base (Army) while at drill (Saturday), made a report with base police, reported it to Animas, and Animas refused to send me a new one to replace my stolen ping meter/remote but was more than willing to replace it for a mere $199.99. (From Melanie in 24 hour CS at Animas)
I’m STILL fighting with Animas about it and it is now MONDAY, they just can’t be bothered. They have been nothing but snotty. Something I will not be forgetting or forgiving. So much for the Animas difference.
wow. NOT good! Sorry to hear that. Do you have a backup meter to test with?
What am I missing? who did you expect to pay for it. Animas didn’t steal your meter.
Dude, seriously… If you’re too dim to get it, then explaining it to you would simply be redundant.
Nah, fortunately, someone turned my bag into base police a few days later. Everything was there, which was way more than I expected to happen.
Sorry about your misfortune and I’m glad it turned out OK. But…if you’re pumping insulin w/o a backup plan (b/u meter and syringes) then your bulb isn’t too bright either. From what you said previously, Animas was willing to be responsive to your loss and send you a new meter, they just expected you to be responsible and pay for it. that’s not poor customer service, that’s just business.
David,
What my irritation is was this, my insurance shells out in the thousands for this Animas pump, which by the way is worth every penny IMHO, I want to KNOW I Animas has my back in unforseen emergencies. And no, we wear their pumps as PATIENTS, it’s not an XBOX, a CELL PHONE, some cool “toy”, it’s a medical device that aids in keeping people like you and I alive. It’s not business, it’s PATIENT CARE. A concept that transcends “business”. That is unless “business” is the coined word all encompassing, in which case then I am in the business of staying alive.
As far as my retort to you, if you re-read your original post to me where you came out blasting, I’m sure you’ll understand my annoyance at you.
As far as my bulb but being bright either, not only did my “kit” contain my meter, but is also contained my spare syringes, spare insulin, strips, batteries for my pump and meter, a glucogon kit, wipes, cotton balls, spare infusion sets and cartridges. I will also point out to you that my 3 day assault pack also carries a spare meter (One touch Ultra 2, not a ping, but allows for glucose monitoring) spare syringes, insulin, infusion sets, etc. nearly everything I carry in my kit, exceeding what I would need in the field for 3 days. (Thus the name 3 day assault pack) It is sensible to deduce that my bulb is brighter than you estimated.
The background is this, until this event, I was very pleased with Animas, until this incident arose where I spoke to some fairly glib people in Animas support. I went with Animas as a prior Medtronic pump patient where support of a failing pump was dismal. I am sure you will understand my tenacity for a fight when it comes to my diabetic care.
My taking Animas on is no different than any other aspect of my diabetic care, I do so aggressively, I neither make or offer apologies for that. A squeaky wheel gets the oil, I never take NO for an answer. I don’t think I should have to. I don’t think anyone with medical need should have to. Which is why I have the tenacity and even temerity to push an issue until it is resolved to my satisfaction. We do not wear these things because it’s fun, obviously. I am sure all of us would rather not have diabetes and just get on with our lives, at least that is my contention. Believe me, I’d rather not have a need for any of these items, if that were the case, then I woul dnot be wearing their pump, checking my BGLs on average between 8 and 12 times a day, and yes, I still test THAT often, sure, I’ll eventually die, a very long time from now, but it won’t be from complications from diabetes, not while I have anything to say about it. And I’ll do so keeping my fingers, toes and feet.
I should have included, yes, I keep a back up meter, just not a back up ping meter, the back up I keep is a OneTouch ultra 2 that uses the same strips as my ping meter. A plus, I believe.
Dennis: Thank your for your service to our country. I hope it all works out for you. God Bless! david
Hey David,
First, I also want to thank you for your service to our country. I didn’t realize they were letting insulin dependent diabetics serve. It obviously means you are in excellent control and very well prepared.
But… I have to take up for Animas here. While glib remarks and rude customer service are not excusable, it is not their responsibility to replace a stolen meter or pump. They ARE responsible for replacing a malfunctioning/broken meter, and certainly a pump. That is the reason they tell you to put it on your home owners policy. It’s a risk to not have it insured. Granted, it’s a medical device, but it’s still a product you purchased with caveats. Like, you put in rechargeable batteries, and the warranty is void. The same holds true if you lose or it is stolen, because it is not their fault. Plus, they would certainly be less concerned with the meter being taken than the life saving pump which they would also not replace. I’ve heard of a couple of Omnipoders whose PDAs were stolen (one at the pool), and Omnipod charged them $800 for the replacement. EVERY pump company would charge you for a replacement for a stolen item. It sucks, but to be fair, they can’t be responsible for everything.
It’s funny, my pump trainer, who is also on a pump, told me she’d follow her pump through the pipes of a toilet, if it accidentally got flushed. Just as long as she had something physical to return to the company, since that is the only way she would get a replacement.
I’m certainly glad it turned out well, and I wish you nothing but the best!
Thank you.
Thank you for the kind words.
You may be facinated to read about another soldier on an insulin pump at www.diabetes.org/backfromiraq.jsp
The same soldier is also references at Military.com at www.military.com/NewContent/0,13190,SS_060905_Diabetes,00.htm
Dennis, thank you for your service. When I was 17, I wanted to enlist in the Marines, but they wouldn’t take me, as I had recently been diagnosed with type 1. I went to college instead, but still have a strong place in my heart for all members of our military, as well as all other first responders.
Tim
WOW!
That’s pretty amazing! I had no idea. I guess it just proves that diabetes does not have to determine our lives. We are just as capable as everyone else, we just have to have a little more determination and planning.
Thanks for sharing those articles!
Well, for me its kinda outstanding the service. But the only thing that its driving my mom nuts its that this gentlemen is calling every single day asking if we already thought about the payments we are going to make. I still dont have my pump and i dont know why they worry so much if my mom told them that she was going to call back. Also 3 different people have my “case” so we actually dont know to who we have to talk about the payment.