I was in a rush to get out the door tonight (to go pick up the pizza I’d already paid for via credit card) and dropped my PDM on the hardwood floor. It wouldn’t come on, so I took an injection for the pizza (knowing I would have to fudge an extended bolus somehow later), and decided to mess with it when I came home.
When I got home, the PDM was still non-responsive. I called Insulet and the rep said that she would like to help give me product support, but that if it wouldn’t come on, then I needed a new PDM and that department was “closed for the weekend.” I was so angry. (This is a lot like the issue Jaybear had with them recently). They couldn’t ship me a new PDM until that department opens on Monday! My pod expires on Sunday and I’m four months pregnant. Now is not the time I’d like to be messing with my normal regimen.
So I went off on the poor customer service rep. She hadn’t even gone through any simple troubleshooting with me and was telling me I’m just out of luck. She said I should come up with a “back-up method” until they open on Monday. Yeah, thanks.
It reminded me of when I lived in an aging apartment complex that gave us tips for how to account for their poorly working, ancient heating and cooling system: “If you find you’re cold, layer your clothing. If you find you’re warm, open a window.” She was saying, “sorry, there’s nothing we can do.”
I suggested we try putting new batteries in the PDM. She thought it sounded like a good idea. (Who’s the customer service rep here?) And, lo and behold, my PDM actually came back on and recognized my current pod. So crisis averted. But no thanks to Insulet.
She said I should have a back-up plan in the future - which further ticked me off. While, yes, I should have all my settings in hard copy (I had recent basals written down but not ratios/factors) and I do have TWO back-up pumps (first gen PDM and Cozmo - not that I told her this), it’s Insulet’s responsibility to support their product 24/7 and I’m angry on principle.
I asked her to note my complaint that their PDM shipping department be open on the weekends. And I was sure to mention that Minimed and Animas are more than happy to ship out replacement pumps overnight. Ugh. They need to tweak some of their service methods.