Awful customer support: 670g frustration

i started looking into a new pump about 3-4 weeks ago. I had been in contact with Medtronic and Tandem, providing all my info for determining out of pocket costs. About ten days ago I made the choice to go with a tandem T:slim X2, a lot had to do with customer service. I just could not get any info out of Medtronic. To date they have not provided me with what a 670G would cost me,

i got a call 10 minutes ago from a Medtronic rep telling me my insurance is not approving a pump, due to another one just being sent… I explain I decided to go with a tandem, and am then flat out told, I made the wrong choice. Didn’t seem that interested in finding out the why of my choice either, just restated several times I had made the wrong choice.

Also, according to the rep, the time I am NOT on the 670G will only harm me, and according to her, Tandem does NOT have any sort of closed loop system coming in the next 12 to 18 months… :frowning: I did not get into the fact this was the first contact from Medtronic I had had in nearly two weeks, without me initiating…

:exploding_head: OMG! Are you serious? I’m so sorry you had to deal with that, but I’m glad that you were like “that’s okay, I’ll wait and get a Tandem in the meantime.” :astonished:

Medtronic’s selling approach is all type 1s that are not using a closed-loop system are screwed? :scream: There are a lot of us, me included, that are on MDI or are on other systems like the Tandem and Omnipod. I intentionally went back to MDI because my 670g experience was awful. The closed-loop technology is great. The tests show as much. I’m sure we all understand that.

However, their support is awful, as you’ve experienced. This is a new technology that we all have to learn and they need to have the staffing to stay on top of things. I just can’t with this company. I think they’ve got a too big to fail mentality at this point, and, unfortunately, they do have such a huge market share that I think they’re right to be that overconfident.

Good luck with your new pump! Congrats. I do think you’ve made the right choice. Medtronic seems to forget that stress can also negatively affect our glucose readings. I’d rather stick with a reliable CGM and shots than have the stress of dealing with them being so uncaring and incompetent.

:exploding_head: OMG! Are you serious? I’m so sorry you had to deal with that,

meh - i’m not terribly concerned about it. I like the level of tech Tandem is aiming at. I like their product. And Dexcom gets lots of praise on this site, so that seems solid. If it turns out that Tandem becomes the betamax of pumps - in 4 years i’ll get on a Medtronic. At which point hopefully they’ll have worked out a lot of issues!

I hope they won’t be the Betamax of pumps. Hilarious that you remember
Betamax too.

Medtronic gets the advantage of being the first mover with artificial
pancreas technology. I just hope their competitors can catch up and level
the playing field or we’re screwed because we don’t have a choice. That’s
the tactic they tried to use with you to say you were making the wrong
choice without bothering to give you any semblance of customer support.

LOL! I remember Betamax. It was doomed when the 4 hour recording, 4-event timer units came out in VHS. Also, Sony did not allow porn tapes in Betamax format, and that’s what killed it.

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This is a little off topic, but there have been discussions about Medtronic’s market dominance when it comes to those of us who’ve not had the best experience with the 670g and Medtronic’s customer support.

Another insulin pump manufacturer is leaving the North American market: Animas: https://www.jnj.com/media-center/press-releases/animas-corporation-to-close-operations-and-exit-insulin-pump-market and the TuDiabetes thread is here: Animas exiting insulin pump market

Their preferred provider is Medtronic. That leaves Tandem and Omnipod. I know there is another company that is working on a closed loop system, but, as far as I know, they don’t have a lower end insulin pump on the market.

Not surprising but not good news.

This is discouraging. Medtronic won’t ship sensors, so I haven’t been able to try the 670G at all. Thanks for posting this valuable information.

So far, closed loop is a fantasy. Insulins are too slow for sub-Q use for a CL pump, and sensors made by pump companies are not accurate. IMO, the use of glucagon to mitigate lows is crazy and expensive and creates more bulk for a pump. If they really want a closed loop pump to work they need to develop a super-fast acting, fast dissipating insulin (for sub q) and look at Dexcom tech for accuracy. (ie, 3 tiny sensors) I think something along the lines of “Minority Report”, odd-man out, would help insure more safety from sensor readings if one is going to expect a pump to be “closed loop”. And then we STILL have the 10-20 minute delay of interstitial fluid glucose readings … I have heard about “closed loop” and “artificial pancreas” so many times over decades, I want to scream “FAKE NEWS”.

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You need to educate yourself more on using the system irs easy and not that complicated as you’re making it sound I install my guardian links sensor three in less than two minutes or three You have to look for areas that are soft and fatty and Make sure you don’t have scar tissue in the areas you’re installing the sensor on

:neutral_face: With all due respect, you need to read what I wrote again with an eye to empathy and understanding my point of view. My problem wasn’t with the system being “complicated”. My problem was with the low level of customer support and training and how the Medtronic sensors work. I also don’t like that I can’t do a quick switch of my sensor, but, instead, have to wait while the transmitter charges. If I have a sensor failure, that can completely disrupt my day. No thanks.

I don’t know you or how you use the system. There are a ton of people that really like the 670g. I’m not one of them, and that’s okay too. Wandering into a thread I started 9 months ago to say what you said doesn’t make sense to me.

I don’t like the Medtronic system, and I don’t have to like it. My not liking it it isn’t a reflection or commentary on you or anyone else that uses the Medtronic system.

Thanks to my medical team, I was in a pre-release of the 670g. I was wearing my Dexcom G5 at the same time as I’d heard so many bad things about the Medtronic sensors. Sure enough, I was seeing my Dexcom hold steady and keep track of my glucose levels while the sensor for the 670g was freaking out. At that time, I’d worn a CGM and pumps for years. I’m definitely not a novice to all of this.

It’s common knowledge the that 670g was approved way before people expected. It went to market early and Medtronic’s resources were pulled thin from support to production. I need a support team that is there and well-trained. Dexcom’s team is, and, at the time, Medtronic’s was not.

I was also incredibly stressed with stuff going on in my personal life. No one here understands the stressors I was dealing with because I’ve not shared that info. I opted to stop wearing the 670g system. I know it’s a learning curve, but it was one I didn’t have time to wrangle with. Now that things are much better personally, it’s my choice to stick with MDI.

I much prefer the Dexcom system and am hoping that one of the partners they’re working with comes out with a closed-loop system that gets approved quickly.

Take care.

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Well said, Regina!

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Thank you so much for your posts! I’ve been trying the 670 for about a month and am almost ready to face the fact that it isn’t working for me. My experiences have been identical to yours although, since this is my first pump, I’ve been blaming myself. I’m sorry you’re struggling but, want you to know how helpful you’ve been to me. I appreciate your efforts to document and share your journey.

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To be really honest with you, I’d give it some more time. Three-months, a quarter, is my recommendation. It will take you time to get used to the 670g. It will also take time for the algorithm to get to know you. Definitely, don’t blame yourself.

I really just had too much stress going on in my personal life, was disappointed with Medtronic’s training and support, and was too deep in the Dexcom matrix to want to change systems.

The bright line for me now months after this is I really want to stick with the Dexcom system. I like it. I’m used to it. They have excellent customer support from getting supplies to working with you when something goes wrong.

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There are several other “gotchas” with the 670G system.

  1. You have to adjust your carb-ratios to compensate for auto-mode backing off on your background “micro-bolusing” after a large meal bolus. Now if you switch back to manual-mode, your carb-ratios are now too agressive. There is no way to store multiple sets of carb-ratios for auto-mode and manual-mode.

  2. High BG correction boluses in auto-mode are pathetic. Auto-mode doesn’t use your insulin sensitivity to calculate a correction bolus. The end result is a high blood glucose that should take about 3 hours to correct, now turns into a half-day (12 hour) event.

  3. There is no way to backup your “auto-mode” settings or transfer them to a new pump/transmitter if the need should arise. You’ll be starting from scratch, AGAIN.

  4. You have to manually enter in BG values for auto-mode A LOT. Apparently auto-mode can’t just use the value the pump is displaying from the sensor, for some reason.

  5. Communications between the 670G and Nextlink BG meter are flakey during data uploading, and very prone to radio-interference. Medtronics needs to supply a shielded enclosure if their communications system is this sensitive. Medtronics recommended I try putting an aluminum Turkey-pan over the pump and meter to shield it from interference; Real Professional.

  6. There currently is no way to actually see how much insulin you are getting during “micro-bolusing” bursts. The only Carelink report is graphical, and you can’t see the pulse-width or pulse frequency to determine how much insulin you are actually getting. You can see “micro-bolusing” bursts, but NO WAY TO DETERMINE INSULIN DELIVERED DURING A TIME INTERVAL!!! I called Medtronics, and the 3rd and 4rd people spoke with (supposedly technical) couldn’t even understand the difference between a rate (Units/Hr) and an amount (Units).

I’m pissed off with this stupid crap too. It boggles my mind how this ever got FDA approved.

“Thank you for choosing Medtronics.” - You can bet this pump will be THE LAST TIME I CHOOSE MEDTRONICS!

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So sorry this has been your experience. I didn’t stay on it long enough to have the insights that you do, and, lucky me and everyone else that loves the Dexcom system, the Dexcom G6 is approved. Now I’m hoping the Tandem isn’t that far behind…I hope.

Honestly? Before my Omnipod, I was a Medronic pump user and had a good experience.

Regina. I hear and feel your pain and thanks for sharing your story as I thought it was just me having bad luck dealing with Medtronics customer service. I got the 670G for my son as our doctor thought it may be a good option. Well, I can tell you that I will be switching to Dexcom as soon as the insurance allows it. In the meantime, I’ll endure dealing with all the idiots running customer service. Medtronics does not deserve our business.

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Sorry you’re dealing with that. I was hoping that with time they’d get back to up to speed.

I actually read all of that at 3:30 in the morning, and empathize with you. Your problem is that you have reasonable expectation for how things “should be” in contrast to reality. Rest assured that neither the endo, nurse, trainer, customer service, or anybody else but you has lost a moment of sleep thinking about it all. You’ve done a service to others here telling us. The old work address was like icing on the cake. Can you forgive me for that. It rings a bell for me too, like when you’ve been on the phone with customer service holding on and off for an hour and then get disconnected. Then you have to start all over. One wants to hack the nukes to take out the whole city wherever it was. I would enjoy your part “two” as an update.

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omg, a turkey pan. . . that is hysterical. it’s so ridiculous and i completely believe it. And what if one is vegan? I suppose a cookie sheet might do. Better yet, a sledge hammer is what I would have gone for.

There is no part two as of yet. After that awful experience, I just went back to MDI. I still refuse to wear the 670g. I’m holding out for a Dexcom-compatible closed loop system. From what I’m seeing, those should be coming pretty soon. In fact, I might look into getting a Tandem pump now.

Trying to get the out of pocket cost from Tandem with my current insurance info was a chore, so I gave up a few weeks ago.