Ive been trying for days to call them and no matter what option I choose I’m on hold until I just hang up, usually after more than twenty minutes. I got a text last week saying this is my last chance to sign up for the 670g. I thought I was already signed up.
There are humans working there, I have seen them. Are they on the other end of a phone? Not sure, might want to find an email address and try contact that way.
I dunno. For some reason I am put in mind of the “people” working in the back room of the Post Office in Men In Black 2 . . . .
They have an extremely befuddled VP of Customer Care who is clueless about contact center management. And worse, their senior management doesn’t want to hear from industry professionals who know how to fix their problem. See this post for similar concerns: Awful customer support: 670g frustration
Call their HQ and demand to speak with Hooman Hakami, Executive Vice President and President, Diabetes. He came from GE Medical/Healthcare. I was on the Quality Board of Philips Medical at the same time he was in control of GE Healthcare Europe.
You will be shuttled to a complaints group, but considered as an escalated complainant, and hopefully get the attention you need. Call (763) 514-4000, not the toll free number - you will receive a higher routing level if you call the direct./local number. Make sure not to allow them to shuttle you to “customer service, customer relations, etc.” Ask specifically for the administrative assistant for Hooman Hakami. Be aggressive, don’t worry about hurting feelings, just be nice to the person you speak with, but demand to be connected to his admin assistant.
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Sorry about your experience, but I have always gotten only the best impression from the Medtronic customer service folks (I’ve been a customer for close to 10 years), whatever topic I contacted them for. That is one of the things I most recommend about the company so am kind of sad to hear it is not everybody’s experience. Not sure if you use social media (I don’t really), but my impression is that Medtronic reps are actually quite good with responding to messages here too: Medtronic Diabetes – maybe try this in addition to the phone.
Specifically on the 670G – if you were signed up (until recently, though I forget the exact deadline + it might have been extended at some point) for the Priority Access program, you would have received a number of emailed confirmations and instructions on the next steps. I just received my system (pump + Guardian3 sensors) last week and there was no confusion or uncertainty with every step of the way. (I bought the 630 in November 2016 and signed up for the Priority Access at some point in December.) As far as I understand, there is no other way yet to order the 670G directly.
ETA: One more thing that just occurred to me is that I have my local Medtronic rep’s email and cell phone number. If you went through training in the past few months (again, this should be the situation if you think you signed up for Priority Access), can you contact your local rep and ask them for assistance as well?
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Thanks. I hadn’t thought about calling my pump trainer.
I just spoke to his assistant, Brenda. Very nice lady to talk with. She message someone about my issue while I spoke to her and said someone would be calling me this morning! Thanks Kevin for the info!
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