I’ve had excellent customer service experiences. They won’t just send a replacement pump because you asked, but they have pretty loose guidelines. Unless the pump threw a specific error code for them to reference, you’ll have to be patient enough to go through their troubleshooting steps. If you really feel like there is a problem you can’t prove, they have a loophole. They’ll have one of their CDEs contact you to talk about the problem. The CDE can request a warranty replacement pump for you, despite not meeting any specific criteria. They even offered to replace one pump I didn’t even notice there was a problem with, just because a tech support person noticed that the battery behavior didn’t meet their standards (they’re not supposed to discharge more than 50% in three days).
When I first started using the pump, I had some issue with the bolus wizard. Apparently being largely self-trained I was using it differently than seasoned pumpers. Anyway, tech support couldn’t answer my issue/complaint, so they actually had the design team call me. I loved that I was actually able to talk to the people that come up with this stuff and implement changes! And they really wanted to learn about my interface issues, because they want to make pumps that people love. That was very much a “we’re taking care of our family” moment, versus a big corporate enterprise.
By the way, customer service is American (I don’t know if there’s a local customer service center for every nationality,or what), and you can tell thar Tandem takes good care of them. They always seem legitimately happy to help. I’ve never come about a crabby, irritable person who is obviously reiterating a script.