I have loved my time on the OmniPod. I think it’s a fantastic system, and nothing would make me want to go back to a tubed pump.
However, as of this evening, my PDM will no longer take my blood sugar and registered an “Error 4.” This means that there is a problem with the glucometer portion of the PDM.
So I called “patient support,” and I spoke with “Dawn,” who informed me that Insulet would be unable to ship me a replacement PDM until Monday, and that the shipment would take “5 business days.” I informed Dawn that this was unacceptable, and I asked her to ship it overnight. She told me that “policy” did not allow that. I asked to speak with a manager, but no one other than another customer service person was available. I asked to speak to that person.
That person was “John” (I think), and he told me that Insulet policy did not permit overnight shipment of replacement PDMs. I remained calm, but I informed John that this was an unacceptable policy and my previous insulin pump company (Medtronic) always rushed replacement equipment to me at ridiculously fast speed at virtually any cost. “John” informed me that there was “restructuring” and other “concerns” that prevented Insulet from doing this. “John” and “Dawn” informed me that I would have to call patient support back on Monday to speak to a manager and request overnight shipment of a replacement PDM.
So I love the OmniPod. I love being tubeless. I love the functionality of the OmniPod PDM. But this kind of “patient support” is just unacceptable. I am appalled that a company would treat its customers this badly. I’m supposed to deal with a malfunctioning PDM for a week? COME ON!