I’m also frustrated with the Freestyle Libre support provided in Canada.
I ordered a Libre in December. When I received it, the reader would only turn on when connected to the power cord (even after overnight charging). Obviously a defective reader. I also tried one of the sensors, but it failed to start, likely due to the fact that the reader couldn’t retain the sensor status without a working battery.
So, I attempted to call Abbott technical support.
Contact information for support on the Abbott web site is non-existent. The 1-888 number provided takes you the Abbott Sales department - who will rapidly inform you that they do not provide technical or warranty support and they then provide another number to contact (forcing you to wait on hold a second time).
When you phone the supplied support number, it’s appears that the Libre technical support in Canada is provided by a third party company (not Abbott). I then spent about 3 hours waiting for an agent to pick up the phone. When I got someone on the phone, they determined that the Libre reader needed replacement (determined by going through the codes in the error log on the reader). I was told that I would receive a new reader within a week (by the end of December).
I’m still waiting.
However, strangely, I’ve recently received two sensors and a box of test strips from Abbott - not clear why. But still no reader. I expect that somewhere along the line, the support team Abbott has contracted in Canada, has messed up.
Regardless, I am looking forward to getting my hands on a working Libre reader as the system sounds like it will make frequent testing much more convenient.
The Libre is significantly more expensive than standard test strips (about 41% more). I typically test about 6 times per day using the Bayer Contour Next system which links to my Medtronic pump. At $0.76 / strip, this is $63.84 / 14days where the Freestyle Libre costs $89 / 14days. However, I expect I would also end up doing more testing and gain added benefit from that, so it may end up being a wash. It’s still cheaper than the Medtronic CGM system, which is roughly $50 / 3day period - but that’s CGM and the Libre system is not.
The Freestyle product is covered by my insurance company, so that makes it easier financially.
Thanks to the OP for the Abbott email address - I’ll send them a note to find out where my replacement reader is (unfortunately I don’t have time for the long hold times on the Abbott support lines).