Its been 3 weeks since I placed my resupply order. The package normally arrives within 5 days on normal delivery. When I call Animas I wait on hold for 10-15 minutes and then it goes to voicemail. I have been redialing and waiting on a callback since Thursday.
Is anyone else having this problem? Is there another number to contact or any way to get temp supplies from a hospital?
Read my posts on this. It seems right now anyone ordering on the supply line is not getting help.
Supplies are supposedly on backorder, and/or they are going over prescriptions and limiting amounts.
My order took four weeks and was all messed up.
People who order elsewhere, Edgepark, Liberty places like that, are not having problems.
Do not use the estore, as I was told that had issues (by Animas).
Something is rotten in Denmark and many of us do not know why, or what is truly going on.
The same problem keeps cropping up here and on other forums. I tried to let everyone here know, because it was a huge mess when it happened to me but now it’s getting worse.
I had to send in two feedback forms to get help, others have left numerous messages.
My advice to any Animas pumper right now, do not let your supplies run too low!
Thank you Laura!
I hit option 4 and got someone who transferred me to someone… She said they ‘have a new process’ and they have to ‘verify the medical need’ of the supplies with the Dr before sending the order.She said my Dr replied on Sept 6 but the order was never released. She said she would get it expedited out for immediate delivery, but will only call me back ‘if there is a problem’. I was not too excited with the amount of confidence she had when telling me this.
She said the new process has them backlogged, so I assured her that I am still diabetic and they are creating a real problem for the people who depend on their products. While you wait on hold for the voice mail the recording will tell you every 30 seconds how they are available 24/7 (but not after 9pm or on Sunday apparently) and they care about the needs of ‘you and your loved ones’.
Definitely reorder well ahead of time for anyone else reading this. If anyone has success on an alternate phone number, please let me know!
Thanks
Well, and I dont know if you read my posts but they tried to blame this reviewing and limiting of supplies on the government. Minimed told me this is not true, that they must have had an audit and decided to crack down for some odd reason.
But, even then, the doctor’s orders are not being dealt with in a timely fashion and/or they are blaming the doctors.
Like I said, some folks were told they are on backorder with things so, who knows?
My order was cut down in size and it wasnt until it was shipped and I questioned them, that I found out the doctor had to change the prescription. But they were not about to inform me of that in a simple way.
I had to jump hoops to get it out of them.
I called the 877-YES-PUMP number last Friday and spoke with someone to place my order. I was on hold for about 5 minutes but did get through to a person.
Did you receive your supplies?
I got someone to answer yesterday. He blamed it on Blue Cross Blue Shield, saying that their policy has changed. He sent me a package that arrived today overnight that has samples that “should get me through a couple weeks”, while they figure it out.
It does not appear that the official order has been approved yet. He said I could follow up tomorrow or Monday.
Its ridiculous
I could not get through either. I dialed the 4 as well and was transfered. Maybe 5 minutes on hold and they are sending my orders by the 30th. They said that they should ship out promptly b/c A) I don’t have many supplies left and B) B/c it’s been over 90 days that I have ordered. Also IF they have the packages that are packaged by two’s they send 46 as my Rx reads change every 2 days IF they do not have them they “will” ship 5 boxes according to the rep. Now I will just keep my fingers crossed that it all really ships. Sets however can be ordered at any company really as long as they have a leur lock.
Thanks for the heads up on all this Laura. I do appreciate it and all the input.
What everyone is gathering is it either is or isnt a new FDA rule.
Whatever it is, it is causing backups because they are checking prescriptions.
People ordering from outside suppliers are not having issues.
MM pumpers and Spirit pumpers, far as I see, no issues right now.
I guess lesson learned: Order on time, make sure your order reads correctly, and maybe keep some spares around if you have them.
Thanks Sandy,
You know if the Carecentrix deal didnt complicate my situation, I wouldnt have been quite as upset about this.
My financial package is on its way to them now…and the waiting begins!
Laura, the reason the outside suppliers aren’t having issues maybe b/c they are still stalked up. I totally agree with the fact that Rx’s need to be checked vs just sending max out b/c insurance allowes it. I do not believe in hording or wasting. Just me. I do like to have an extra box / vial / strips on hand for emergency but that is about it and I explained this to Animas. I have 8 sets left and that is it. So they said it’s not a problem. Of course if it turns out to be one I’ll just order different sets from outside companies. I don’t have to have Animas’s set and still have plenty of cartridges. That’s what I LOVE about the leur lock vs the one that have a set top you can’t get away from.
The thing is though, saying the FDA has something to do with this.
Why? How? would they care?
They are saying no more rounding boxes up (my reps words). And I dont see how that could relate to the FDA.
I dont see what interest they would have in that, and according to a pump rep I spoke to…they dont.
According to the nurse at my HMO they dont.
Unless for some odd reason, Obamacare is kicking in and caused this.
Remains to be seen if it trickles down…
As far as limiting supplies goes, I dont believe in hoarding either, but we’ve all seen what can happen with hurricanes, and tornadoes and earthquakes. We all do need an emergency kit and spare stuff.
My endo had a great statement when i discussed this with him…we’ll never have an earthquake here.
Well, tell that to my friend in Virginia who had the earthquake followed by Irene, followed by the next tropical storm. Whole town was out of power for over a week and no one had access to much of anything.
Gotta be prepared.
Animas blamed Blue Cross?
Did it change? Probably not.
I felt a little sick today. I finally realized I paid more into health insurance premiums last year than I was able to draw in payroll for my husband and myself.
Yes you do but honestly if you have 1 extra box outside of the order schedule you should be way more than ok… I always have syringes at home too incase… Can always go back to the good old shot system for a few if that were to happen. FDA / Obama may have something to do with it. I do not see a company as big as Johnson and Johnson having problems getting supplies out unless there is a reason. The other companies are just much smaller so they may have just been the first to get hit. I love their customer service so I really do believe that there is a reason for this that is beyond their control. Lets hope. :o)
Oh i know. Even if they just rounded the box up though, those extra five were helpful to save for times when you blow sets and have to toss them.
Like every time I try new sites…
Totally agree with that. What will happen over time is that people will now have to call in with failed sets like we do with the Dex sensors and things. So they will have to start shipping out sets on a single or double basis b/c now you have no room for err anymore. My script sais to change every 2 days and I didn’t order till the other day and am almost out but I won’t be able to stash any away b/c if I do not change every 2 days I get some NASTY infections. My body just can’t tolerate it. I think what I will do is to talk to my endo to see if they can get me one extra box just for those times. I wish I had not dropped the ball and ordered in time. Now with all the medical stuff changing who knows what we are looking at. I truly do not think it’s the company. I think it’s our changing healthcare and do think that once they crush down on the big companies the little ones are to follow. We’ll just all hang in :o) I’m really glad to have such a wonderful site like this where we can share and compare.
My order shipped today. Just wanted to let you know. I think they are shipping according to history and need at the moment. If anyone is in a bind you can also contact your local Animas rep b/c mine said they would take care of me if I didn’t get the supplies in time.
My order should arrive today as well. This is only after I had to call BCBS and get the number to Carecentrix to process the request and give mea confirmation number that I had to give to Animas.
I accomplished in that 2 hours what it took Animas over 20 days to not do. However, to get the order sent out, I had to send an email to the corporate office through the “contact us link” link at Animas.com. I received my first ever callback from a customer care specialist within 2 hours. By the end of the day, I had a confirmation number of my package. I will copy the entire notice in my next post, hopefully it will assist you in your battles.
THIS MESSAGE REQUIRES IMMEDIATE ATTENTION!
Your current process on reorders with BCBS is going to literally kill someone. I have been waiting over 3 weeks for a shipment of insulin cartridges for my Animas Pump, which I REQUIRE to LIVE. As of the date of this message 9/19, I am completely out of insulin cartridges for my pump; my order was originally placed on August 30.
I waited over 10 business days for this to be delivered, thinking that there were no problems. I spoke to a CSR Supervisor on 9/12 and was told that my Dr responded to your request on Sept 6, however, my order was not sent to BCBS to be processed. I was told at that time that it would be taken care of and that I would be contacted. I received nothing.
I called again on 9/15 and spoke to a different CSR who said that he would overnight me a shipment of samples to “get me by” until the issue was resolved. I received the shipment on 9/16, however, was unable to use it because it was the wrong product for my needs.
I called again this morning (9/19) and was told by your representative Vince that I would have to contact BCBS myself to get the number for Carecentix, to tell them to authorize your request. I then had to call Animas back with the intake id - XXXXXXX.
I do not understand this sudden process change. I have NEVER had to make any additional calls to receive my supplies. The only call I have ever had to make before is to tell Animas that I need a reorder.
When I dial 1-877-YES-PUMP option 2, I have nothing but problems. I was unable to get anyone from Animas to answer between the dates of Sept 8-12. An answering service did answer one time on Sept 8 and promised me a call back in 20 min. I have yet to receive a call back from that, or any other message, that I have left. Please review my call history to your contact center if you can. The professionalism of your customer services representatives is way below your statements of, “caring about myself and my loved ones”, “being available 24/7 for my needs”, and “understanding of my needs”.
A CSR named Robert offered me a supervisor this morning, but cold transferred me to the voice mail of “Lorrie”, I believe. The CSR I spoke to to give the intake number to this afternoon threatened to disconnect my call.
All I need is for someone to send me the medical supplies that I require in order to avoid SERIOUS and LIFE-THREATENING consequences that will require ICU care. In the past I have depended on Animas for this. I am expecting an immediate response to this matter. You can contact me ANYTIME at XXX or XXX
After sending this email, i was contacted within 2 hours by
Linda Bird, PHR
Customer Relations Specialist
Animas, Corporation,
A Johnson & Johnson Company
Lbird1@its.jnj.com
1-877-937-7867 Ext. 1040
My order tracking number was emailed later last night. Please contat Animas Corrporate and remind them what business they are in and that they can not leave you hanging, not knowing when your shipment will come in. I hope you find this information useful.
Thank you
Jarret, glad you got help. Same person who helped me btw. Took about the same amount of time with similar issues. This is really unacceptable and it has never been this complicated before.
So sorry you also have Carecentrix in the mix.
Don’t get me started on them!
And I am glad your shared your experiences because it proves that there is a problem going on, things are being delayed and I was not the only person to have to deal with this kind of thing.
Im glad you finally had some success, all this is crazy. I get my supplies from a supplier and not directly from animas, I just reordered today and they said it would be shipped out…lets hope i don’t have problems!