So, I am horribly frustrated and upset with Animas customer support. On Saturday I got an occlusion alarm on my T:Slim. Okay, I check everything and try to re-bolus. Occlusion. Crap. I was away from home and didn’t have pump supplies with me and didn’t want to ruin my plans for the evening so I took a shot of Lantus and a nice big correction and went on with my life unscathed (actually I was low all night, presumably from too much Lantus but I’m alive). I ran through some trouble shooting myself and found that insulin was coming out of the cartridge but not the tubing (I use contact detach). Sunday I change out my pump hook back up and tried to bolus a couple hours later. Occlusion, occlusion, occlusion. So I took more Lantus and found the same thing, insulin came out of the cartridge but did not make it out of the tube.
Monday evening I called Tandem for customer support. I went through the same trouble shooting I had done on my own and confirmed that it was the tubing and not the pump. So I call Animas (the maker of Contact Detach). They are horribly unfamiliar with the T:Slim pump, I assumed they would at least be aware of how it worked, but they are not. I was on hold for about 20 minutes, then got questioned like a felon by the customer service rep. After talking to her for about 30 minutes, she determined that it was not the tubing, but it must be the pump. They would not replace the tubes nor would they even take down the lot number so I have to assume that it wasn’t documented at all.
At this point I was a little scared of even hooking my pump back up so I called Tandem again and was able to speak with the same rep as before. She Had me go through the troubleshooting again, offered to let me talk to a supervisor, and put me on a brief hold while she double checked with someone. She assured me that it was not a pump problem. So, I’ve been hooked back up for a couple of days now with no issues.
I just can’t believe the way I was treated by Animas, it is such a contrast to all other customer service experiences I’ve had with diabetes in general (aside from Humalog, which is a story for another day). The fact that they didn’t even take down the specific tube information baffles me. i had two bad ones in a row from the same box, at the very least I felt I should report it in case others are having a problem. I really wanted them replaced, too.
Anyone have some good and cheap suggestions for luer lock compatible tubing with a steel needle? I don’t think Animas needs my business anymore!