PDM return

Has anyone had to return a PDM and did you have any difficulty doing so? I have had several issues come up with mine over the last few months with static knocking out the circuitry in the pod, battery connection issues, bum pods (wasted insulin-didn’t know you could extract) and stuck keys.
All of these issues combined and reported to customer service did not seem to impress upon anyone that I may need a replacement.
I then spoke to my rep who said there was nothing that she could do on my behalf. She let me in on a secret that when the system first came out, if there were any issues at all a replacement PDM would be sent to the consumer. This apparently happened often enough that the company had to readdress their criteria for exchanges. So much that now you have to sign in blood your first born child in order to impress upon them that you really do need it. I was told that I would really have to “fight” for one with a letter writing campaign and document every date and time that something occurred. This just days before my renal transplant in January. I had so much going on and so many other things to do, I was not prepared for a “fight” so I hoped for the best even though it was the middle of winter with lots of static shock with every step but some how those issues stopped. I started noticing a blank screen and learned to just remove the “fresh new” batteries and put them back in to resume function. Little tricks I learned, like putting a dryer sheet in with my extra pods I travel with for the static.
Then two days ago, the bg function of the pdm was not reading strips and/or taking an infinite amount of time to process a reading. I wasted about 2-3 strips everytime I tested. Yesterday evening I got an error 2 and called the company. I was series of questions to rule out me being an idiot and was then told that an error 2 is a function of the bg portion of the pdm and that I could still bolus and just use a different meter and manually enter the bg. I was then told that they would “overnight” the new pdm and I should receive it on Tuesday. Yesterday was Saturday. Don’t try to appease me by saying you’re going to overnight something that’s going to take three days to get there. Just be honest and say, it’ll be about three days. Then I told her that when they get the old pdm they should not only look at the bg function but at the rest of the pdm as well because there were other problems with it as well.
Moral of the story is if I have any problem at all with future pdm’s the key word to getting a new one and not having to “fight” for it is to say “error 2”…Unbelievable.

I have had no trouble at all in getting PDMs replaced or Pods. I have simply called with what was going on. Once they asked me to send the misbehaving Pods back and they sent me replacements quickly. Now I believe they simply add the replacement Pods in with the next order. It was as simple as that just 2 weeks ago.

A few months ago we had to get the PDM replaced twice. Neither time did we have a clue as to what was wrong with it. The readout was disappearing once and the second time the face cracked. This was in a 2 week period of time. I was certain they would “fuss” with the second one. Not at all.

Once I had a bit of attitude with one of the customer service reps. I decided to believe she was having a terrible, horrible, really bad day and I had the misfortune of speaking with her on that day. Before and since it was an easy experience.

froglivr -
I have had many of the same poblems…with Insulet in general. On he other hand, they have also come through at some very difficullt times, just depends upon who you talk to there and when. I just figure they are people just likle you and I , and they are also all people with T1. (I believe so anyway). Sounds like you have had some trouble with some complicaions as well, I have also, and I invite you to visit my website www.supportesofsurvivors.com and take a look, maybe share some experiences with some others who have had som of the same troubles. There is nothing for sale there, just sp,e omterestomg stories of some others who have also faced some serious health challenges, and have come out the other side better off. Also, good luck!

I have had to replace 2 PDM’s. I did so without any problems whatso ever!. I told them it was not working properly, kept shutting off. It’s sent via Fed Ex…they do not deliver on the weekends…
You will probably have it Tues morning. Then you will send the old PDM back to them in pre-paid Fed Ex return bag.
Even with the occasional bad pod., (doesn’t happen very often) I have not had to “fight” for anything…

I have needed to replace a few times over the three years that we have been using it and it was never ever a problem. Each time the issue was the bg meter and I was always offered an overnight shipment which I declined as I always had another meter available.

lorraine -

Did your son meet Nick Jonas??? or do my eyes deceive me…which happens often. If so…how idd they ger together? Must have been a cool experience for him! (both NIck and your boy). I’m hoping to get together with Brett Michaels! (we’ve both had similar complicaions).

He did. Here’s the story.

Caleb entered Bayer’s Nick’s Simple Wins contest and was one of the 3 winners. It was a great time. Lasting memories for sure.

Good luck with meeting Bret! I’m rooting for him on Apprentice tonight!


Same here, Lorraine; two different PDM replacements (one first-generation PDM, another second-generation PDM).
Froglvr, Dee is correct that FedEx overnight service does not pick up or deliver on weekends. There is probably some kind of weekend service available, but it’s so outrageously expensive that I’m not surprised they won’t do it as long as you have an alternate meter. Insulet is a for-profit company and they have to constantly balance customer service with operating costs. Personally, I’d rather manually enter BG readings for a couple of days if it means the company is being diligent about their costs; a company that doesn’t strike a balance between costs and service is a company that isn’t very sustainable, and I want to make sure Insulet is around doing business for a long time :slight_smile:

For the record, I called Friday to have a gen 2 pdm replaced and it was delivered on Saturday! My problem was more than just not reading BS. The service has been top notch for me. I find them very responsive and easy to deal with when I call.

YUP! and last nights Apprentice was a real tear jerker! Glad to see Bret won over America and also Trump, (who, admittedly, I never had much respect for). I was hoping to see Bret perform, seeng as he has just had a stroke after his brain hemmhorage this past week, and I had the vrery same happen to me back in 2005, and I was also a guitar player, and after my stroke I couldnt strike a note. Wanted to see if Bret was as much affected. I am trying to reach him trough blogs…especially mine at www.supportersofsurvivors.com but not answer yet. GO BRET! GO NICK! GO Caleb!

Thanks everyone for the feedback. It was the omnipod rep who told me how hard it would be to get one and this is the only time a replacement has been offered after three different issues. The customer svc person asked me if I had a backup omnipod. I thought that this was odd. Has anyone ever been given a “backup omnipod” I made sure she wasn’t talking about a meter.
They have always been great about replacing malfunctioning pods when I have reported them.

We had the same experience - the PDM started not working one night and in a panic I called Insulet at 2 AM. They overnighted me one, but the new one was worse and the old one hasn’t had a problem since, so we sent the new one back.

Now I don’t know about them receiving it - I haven’t heard that they haven’t . . .

I had an issue with my first 2nd generation PDM where I couldn’t turn the thing off. When I tried turning it off it would reset the PDM, I had to let it time out on its own. Wasn’t too happy being that I lost pods doing that. I called twice about this issue and was told that I wasn’t suppose to turn it off. After emailing the CEO of Insulet about my issue I got a call from someone and they replaced my PDM. I got my fingers crossed that nothing goes wrong with this one. I have read out here about people having issues with the 2nd generation PDM.

I had just the opposite experience. Several times I got an error code which meant I had to change to Pod. I would call, report and move on. The last time I did, the Representative told me that was not normal and put me on hold for a couple of minutes. When she came back, she told me I would be receiving a new one in 4-5 days. It arrived via Fed Ex in 3 days. Customer Service has always been right on the mark with Insulet Corp.

Hmmm, I have never heard of anyone trying to turn off the PDM. Mine have always timed out on their own in other words they go into sleep mode until you hit a key again. What is it you are trying to do?

I think what you are trying to do is not necessary or possible without resetting the pod hence the need to replace the pod.


After testing my BG if I don’t have to bolus I will turn off the PDM instead of letting it time out. If I had to bolus then I will let the PDM time out.


Ok, I understand your point, I think. I have to say I have never heard of anyone who was wanting to accelerate the “time out” function faster. Do you know you can manually set that time out on the PDM? I have mine set for 10 seconds. I realize we live in a fast paced world but 5-10 seconds is not an unreasonable time and it does not waste batteries. It can be set for as little as 5 seconds. It is possible that is faster than your ability to push buttons:).

I think Insulet was very accommodating in replacing you PDM. While I am no expert it does not sound to me like there was anything wrong with your last PDM so hopefully the new PDM will have no issues.

Good luck

I have already had to have a new PDM overnighted to me and I have only been on the pump since Jan. 2010. It just stopped and would not turn on. I changed the set of batteries 2 times with fresh sets and nothing. I called and they were really good about sending me one out the next day but, it was kind of scary. It made me very thankful I had keep a humalog pen and vial of lantus in my fridge unopened. Prior to the PDM failing, I had two times were it did not turn on so, I replaced the batteries and it came right on. I should have taken that as a warning and called but, did not. I was a little shocked that the PDM did not even last 5 months but, thankful they were good with replacing it along with the pod I lost.

After my conversation with insulet was nearing it’s end, I was reminded that I would be billed $500.00 if I didn’t return the old one. This was after inquiring if I had a “backup” PDM. I still am not aware of anyone being given a backup. I guess the backup is on you if you want to invest $500.00 that insurance won’t cover.

The new PDM was easy enough to reprogram myself and is working fine. I would caution everyone with the recent heat to beware of errors caused by strips that have been exposed to more than 30c/86f. I had to start a new lot after suspecting an error in the strip and not the new PDM.

I think a lot of people bought the new PDM when it came out last year, so they have the first-generation PDM as a backup. That’s what I did.
By the way, I often keep my test strips in the car, which in Florida means they get way over 86 degrees. Never had a problem with them; never even heard it was a potential problem. I’ll have to ask my doc and CDE next time I’m in the office.