Since my pump warranty runs out this fall, I have eagerly followed the release of the t:slim insulin pump. All outward appearances hold the promise of groundbreaking technology. The company said that it did extensive user studies with diabetics. This process, they claim, allowed them to produce a pump that incorporated good design informed by people living in the real world. Makes sense.
This pump also breaks ground with its style and design changes that reduce the pump thickness and build in the look and feel of a modern electronic device like an iPhone. The company website contains videos of pump beta testers. The testers claimed that the pump was very easy to learn and many even claimed that they were able to avoid even reading the manual.
So I called Tandem customer service to ask a few questions that were not posted to their website. In particular, I inquired about pre-purchase trial availability and their warranty terms. While they have a four year warranty they do not have a pump trial or a 30-day money back guarantee policy. Their policy is to fix or replace any defective pumps.
I was incredulous at this anti-consumer policy. This is the first pump by this company and as such, there exists a certain amount of risk on the part of purchasers that this product could contain some serious and unexpected flaws. And the company has a zero track record with customers.
My insurance will not pay for another pump if my existing pump warranty period has not expired. This fact combined with Tandem's warranty inflexibility dampens my interest in this product. If the company was truly confident in its groundbreaking technology why is it afraid to offer either a trial period or a 30 day money back guarantee? I don't get it.
I talked with a very friendly and understanding customer service rep (also a T1) as well as her supervisor. I was told that the company is standing firm on this policy.
Do I take a chance on this new technology and possibly expose my health to an unforeseen technical glitch? What the company is asking me to do is to make a four year commitment without any trial whatsoever. I don't like company policies that put all the power on their side of the equation. I interpret that in a negative way. Am I being overly cautious?