I just wanted to use this public forum to thank Insulet for service above an beyond during our vacation crisis last week. We flew to Hawaii on vacation. On the plane I changed the time on my son's PDM and handed it back to him to put in his bag. He was playing a game and put it in his lap instead. Then, he promptly forgot about it. We leave the plane after collecting what we think is all of our belongings, get out to the baggage claim, only to realize that he does not have his PDM. Rushed over to the HA service counter and explained the situation. They tried to get someone one the plane but no answer. All we could do was file a claim.
We have never had a backup PDM, given the expense - lesson learned! Frantically called Insulet when we got to the hotel in the hope that there might be a trainer in HI that we could get a PDM from. We knew it was a longshot. The representative at Insulet was very helpful. She told me they would check first thing Monday (this was Sunday night) to see if there was a trainer nearby and if not, they would overnight PDM to us at our hotel. There was not a trainer in HI, but we receive a replacement PDM by Tuesday afternoon!
I cannot say enough about our appreciation that they did this! In an era where customer service is lacking, Insulet should be commended for serving their customers well.