San Diego, United States
11075 Roselle St
N/A
+1 8778016901
Delivery
The pump is great but most of the representatives should not be working in front line positions. Very poor communication skills. They keep the customer service help line so poorly covered it takes more than one hour to talk to a representative. Then the rep speaks so quickly you can't understand anything they say. Who is monitoring the calls? Poorly managed company.
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Their x2 pump with the control iq and Dexcom g6 sensor has me under the tightest control. I was dx at 3 years old, so I’ve had lots of practice, over 3 decades, and this is the first system to actually keep me in range consistently
There online portal was failing...... When I called I was on hold 32 min then after describing my issue I was told that I need to speak to technical support and hold again or they would email me back... After a couple of hours I did recive an email that solved my issue.. I do want to mention that the customer service guy on the phone was super friendly and helpful.
I have had T1D for over 20 years. I decided to get a Tandem T-Slim x2 as my first pump since I was looking at the CGM and figured I may as well try both. Tandem was the best looking as far as size and technology goes. I have had to have the pump replaced once early on for an issue that kept coming back and required a restart that they want you to call into support to do. This happened so frequently I asked that they replace the unit. The second unit has been good for around 7 months, but now it seems to be delivering less insulin than requested but reports the full dose. I called tech support but since I had changed the infusion set and cartridge I was unable to trouble shoot with them so they refused to replace it even though I confirmed I had done most of their testing already. The company is usually good to deal with over the phone, but not always and I can't get automatic re-ordering set up. I have gone months after my doctor said they put in an order and haven't seen it ship. I had what clearly looked to be a manufacturing defect in some of my infusion sets and I called it in to them to let them know several boxes appeared to have one bad tab that made the device slant before inserting the needle. They argued with me and said \they hadn't heard about manufacturing defects.\ so instead of letting me send one in, or taking my word for it and checking that stock, the offered me an infusion set that doesn't have a spring loaded insertion device.... Not what I was looking for when I was trying to report to them that they had an issue, not that I have one. All of these companies stopped users from being able to modify their pumps for the Closed Loop modifications, then finally started doing their own closed loop research. It would have been nice to see these companies leave them open for modification, or work with the community to develop a low cost option.
Every time I've had to call for anything, pump won't upload, which was twice. They've walked me thru the process, which was 45 minutes, to make sure everything was back to how it should be. I've never experienced bad customer service, no matter what time of day or night I've called.
Deli
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