I have to say that I am not a big fan of the medical device world in general, but I have to say that Animas has stepped up for me...again.
My pump recently left warranty...like less than 2 weeks ago...and I have been putting off the process of ordering a new pump in the hopes that the FDA would get off its duff and ok the Vibe. Then yesterday at work, my battery needed replacing, and in the partial darkness of my office at the hour, I cross threaded the battery cap a bit. The plastic housing where the screw cap sits became cracked and would not hold the cap...and therefore the battery. I was able to hold it together with a rubber band (which has worked flawlessly so far, but is not a good solution) to keep me working.
I called Animas, and although my pump was out of warranty (and maybe because I am a likely return customer) they sent me a form via e-mail for a loaner. The loaner is scheduled to be delivered this afternoon.
Although there have been some changes in ownership, and the technology is not as bleeding edge as it once was, the pump worked solid for 4 years (exactly 4 years and two weeks!) and the company has been there when I and my daughter have needed them.
Thanks Animas.
Now FDA, get off your duff and approve the Vibe for the US. Do it now...do not wait for some mysterious crossing of the paperwork...do not fear that the patient/consumer will have too much information at their disposal...do not fear that built in safety features are somehow worthy of special scrutiny. Approve it.
I thought the Ping warranty was three years?? Do warranties vary for the same device? I will be three years in January, and plan to order it then as I am not interested in the Vibe. I guess I should talk to Animas!
Too bad about your pump. I'm happy to hear that Animas is working with you to keep you pumping.
Your experience is a reminder to me to periodically clean the battery cap O-ring and brush away the pocket debris that normally collects there. Another thing that Animas recommends is to change the battery cap once in a while. That's not a bad idea and one I tend to overlook. In fact they do recommend having an extra battery cap in reserve. That's also something I've not done.
Thanks for recognizing good customer service. I've had similar experiences with them.
I have done all of those periodically. But plastic is plastic...and it loses its plasticity eventually. I don't know how many others have had a similar breakage, but it is all food for future improvement of their products. All in all, I have to say it held up pretty well, considering the day to day use, occasional minor abuse, and accidents of all types.
I never made it 4 years with any other brand I have used (Cosmo, Disetronic, etc.) Though all of these companies went out of their way to accommodate a user in need...
I guess the slow tech improvements in the medical device industry (compared to the frenetic cell phone industry) does have a silver lining. Your 3-year old Ping is up to date!
I worked my career as a tech in a commercial airline avionics maintenance shop. I've had a few painful misadventures with cross-threading; I know how easy it happens! Especially when the real world fractures your attention.
