Yesterday I received a package from Accu-Chek containing an Aviva glucometer and 50 test strips!
Here’s the back story:
My 2 yr old Aviva meter suddenly started malfunctioning intermittently. The meter was NOT recognizing test strips, or NOT turning on, or turning OFF just as I applied a drop of blood, etc, etc. I went through the normal routine of changing batteries (twice), cleaning contacts and going to a new vial of test strips to no avail.
So after wasting a significant number of test strips (aka - throwing money AND my precious blood samples in the trash). I called the toll-free # on the back of my meter. The rep asked me all the usual questions and then she had me put the meter through its paces. Just like taking your car to the mechanic, everything worked perfectly - argh!
I could hear the rep smiling over the phone as she said, “Isn’t that always the way it happens? OK, I am going to do 3 things. First, I am going to document that you have had this problem. Second, I am going to send you a replacement set of 50 test strips and third, why don’t I just send you a new Aviva meter so you will have a back-up?”
Hey, knock me over with a feather! Is this great customer service or what?
(Now the cynic in me says, “Mike, they just want to make sure you keep using their strips,” but I don’t care since I have already have huge supply.)
Thanks for sharing this, it’s nice to hear when someone has a good customer service experience. I recently had an awful experience from a longtime company I trust (unrelated to diabetes), send off an irrate e-mail and instead of the usual disclaimers got an admission of a problem, explanation, suggestions to remedy and promise to exchange the product if that didn’t work. It’s rare, but nice!
I also use an Accu-chek Aviva and am about to give away my back-up Contour meter to a newly diagnosed friend in Guatemala, so it’s nice to know Accu-chek is responsive if I have a problem.
I’ve had great experiences with AccuChek customer service. I had strips with no code key in one box. Called them & they had none in that number in stock, so they FedExed me 50 strips the next day.
I had a very good experience with Roche customer service recently as well. I had ordered the test solutions for my new Aviva and had paid to have them shipped to me overnight. This was on a Thursday. By Saturday, I still hadn’t gotten the solutions (I ordered two sets), so I called customer service. The rep apologized that I hadn’t received my order, credited me for the full amount of the order and sent me an extra set of solution. So, I ended up getting set boxes of solution for free.
Based on past experiences with other companies and their customer service, this was an incredible experience and I am thrilled be using their meter and supplies. Their software is fantastic too and my doctor loves the reports and graphs.
I too, am a big fan of Roche. I had a puppy chew my multiclix to where it wouldn’t work anymore. I called Roche to see if I could maybe get it fixed. They just said they would go one better and send me a new one. That is customer service with style. Thank you Roche. This is what keeps customers coming back.
I know I'm really late to this conversation, but I started my Accu-chek combo pump about ten days ago. I've had insurance issues with getting the Accu-Chek aviva plus test strips covered. I called Roche, prepared to beg for a sample; however, I did not have to! They understood, gave me no hassle, and promptly sent me 50 test strips (overnight to boot!) AND sample infusion sets of different types. Way to go Roche, you're the first positive medical company experience I've had :)
My personal experience with Roche has been nothing but fantastic. I used the regular Aviva meter for the last three years and had something similar to your story happen once or twice. In June I switched to the Combo pump (a Roche product) and the team here was absolutely top notch. When they discovered that Roche wasn't a network provider they passed on the "sale" to a medical equipment provider that was. They didn't have to do this as it really only affected me (a $1200 co-pay vs a $400 one). What company does this?
Absolutely top-notch and can't say enough about them!
