So this evening I get the not-so-promising “No Delivery” message on my pump:
and after two attempts to correct it by changing the infusion set, I decided to call Medtronic customer service.
Until today, in spite of my two previous pump scares, I could say Medtronic’s customer service was good (actually, now that I think of it, I was the only person I knew of that spoke well about their customer service experiences with them)… Not any more.
After suggesting (actually, a great tip!) to prime the reservoir with the plunger, we established that the issue was with the reservoir (the plunger wouldn’t move when you pressed it hard). So I switched reservoirs and it I was able to prime the pump…
However, when I asked the person on the phone how did I go about getting the reservoir that failed returned for a functional one was when it happened: “Sir! You need to follow instructions, for me to help you…” I said: “True! Sorry I put in the reservoir in the pump before you were done speaking to me, but still that doesn’t give you the right to be so rude to me.”
“I apologize, sir. I didn’t mean to be rude. I just need to be methodical so we can troubleshoot and you can return that reservoir. Can you follow instructions?”
I basically said: "Listen. I have had to call you guys three times in the course of a year. The previous two times it was due to a hardware failure, that required that you send me a replacement pump. Today it is due to a malfunctioning supply… not the most stellar record, if you ask me.
Next year, I am due to change my pump, since this one is out of warranty. With this kind of customer service that talks rudely and in a condescending way to patients, I am now sure I don’t want to have another Medtronic!"
Do you think he cared? Do you think he apologized again? Sorry about the venting… I just felt frustrated…