I am getting very annoyed. I called Monday at noon, waited and waited and finally left a message. Then I called Tuesday and left a message with reorder dept and customer service. Today I finally got a hold of someone in billing and he said he would send the reorder dept an email. I asked if I could have their email and he said no, they only use it internally and don't give it out to customers. I went through this last month when I called, and finally got someone in customer service who sent reorder dept an email and then I got a return call.
I found that with insulet...when you get a person, its best to ask for whoever is above them. I had to go all the way to 4th in command of the company to get things solved. I would advise NOT leaving messages, and always asking for the person's direct number back, not the general call in number. It may sound crazy...but dont let them push you around...always leave the phone with an answer, dont let them call you back.
I wasn't even aware they were only shipping me 1 box on my reorder. It's been 3 weeks with no word on the other two boxes. Needless to say, I'm running low again. I really don't want to spend another hour+ on hold but I may have to.
Can you call your rep? Mine got me more boxes delivered next day (saturday). Might be worth a shot!
Asking for the next in the chain right now will only make your hold much much longer. Just deal with the lower guys, and you'll get what you need. You type-A's are so much fun to work with...
So today (Thursday) I finally got a call back. I was told they will send out two boxes today.
Unfortunately what I used to think was great service has completely disappeared. Ever since I have tried ordering my new PDM I can no longer speak to anybody. I have also tried to let them know about a pod error and after numerous calls and 2 messages have not spoken to or gotten a return phone call. My only way of communication is with my OmniPod trainer who is still very helpful.
Just to confirm others' experiences--it seems to take a little over 1/2 an hour to get through. I gave up once before but stayed with it this time and everything was fine once I got somebody on the line. It is frustrating, not being sure if anyone will pick up.
I just waited an hour on the phone, and then it forced me to leave a message so they can call me back. On Friday at 6 PM Eastern (they apparently close at 8 PM), the reorder department was apparently closed. I'm simply calling because I never actually received a receipt on how much they will cost me, and am trying to verify cost.
I’m on a business trip, and I knew I’d have a pod change last night. I’m using the new PDM and new pods.
First new pod? Fail on prime.
Second pod? Fail on prime.
Third pod? Fail on prime.
Called Insulet customer support, waited 30 minutes on hold, left voicemail message, and received no response.
FAIL. What the heck is going on at Insulet?
This is my nightmare scenario. I'm willing to wait a while on hold when life is normal, but if something like this were to happen and I'm short on supplies, it's like WHAT ON EARTH PEOPLE! Are they willing to pay the amount it costs to go out and get MDI supplies while they get their stuff in order?
For the first time in 25 years of pump therapy (including four on the OmniPod), I am furious at my insulin pump manufacturer.
Fortunately, I always pack syringes for this exact reason. This is the first time in a quarter century they have been needed. I don’t expect technology to be perfect, but three successive pod failures and nonexistent meaningful customer support is inexcusable.
Insulet seems to be suffering from quality (note the outrageous number of failed pod complaints) and customer support problems. Insulet’s quality and regulatory departments need to pay attention.
How much insulin are you putting in the pod? I've seem multiple people say they get priming failures if they fill the syringe up to the max fill line. If that's what you're doing, try not filling the syringe up past 200 units.
I'll stick up for Insulet in this case...im 99.9% sure its operator error. I have had 1 failure while priming in my first 4 boxes following the exact process you are supposed to follow. My only error was due to being in a hurry and filling with over 200 units.
I wouldn't say it's operator error. They shouldn't be shipping the pods with syringes clearly labeled "MAX UNITS," if the pods can't take that much insulin.
Agreed! however, CS confirmed today that any amount over the 200 mark is causing errors in the smaller pods. I was told specifically not to fill past the 200 mark to the fill line. Insulet is aware that this is an issue.
I strongly disagree with you.
I am using the product as designed and according to instructions. If the pods can only handle 200 units, (a) the instructions should so state, (b) the syringe is faulty for holding too much insulin for the pod, and © Insulet should adequately staff its customer support line (or at the very least, return my darn phone message, which they still haven’t).
Insulet is most definitely at fault here, and as an employee of a medical device company involved in legal compliance and quality issues, I am appalled at Insulet’s handling of this situation if they are indeed aware of a product design flaw.
If I recall doing Titrations in Chemistry.. Since the shape of the plunger is cone shaped, isn't the rule that between the tip of the cone and the line on the outside of the syringe average? That would put 'max units' at roughly 200u anyway of true volume? Even if it is user error, there is no one picking up the phone, or returning messages (from the sounds of things, at all!) to tell people this stuff!
Thanks. I’ll try to underfill the pod and see how that goes.
Or a problem with the patient instructions for use!