Feeling fed up with Libre 2!

[trophywench]

Rogue batch? these things do happen with technological gadgets, especially new ones. At my age, we had to get used to that with all sorts of new things like digital cameras (instead of 'film ones' which had been much improved anyway with the 'point and shoot' technology prior to that) and mobile phones you carted about in a shoulderbag being replaced by smaller ones, same as BG monitors for home use approx half the size of a housebrick instead of boiling up your pee.

Major steps forward for mankind indeed - but perfection - never yet!

 

[Robert459]

Have had half a dozen sensors fail but have never rung Abbott. Sent them an email and they sent me an email form to fill in withy all the details, error codes, etc. Since then, I just update the form with the new details, send it to them and they send me a replacement sensor plus sensor return pack. All online, never had a problem.

 

[rebrascora]

Have had half a dozen sensors fail but have never rung Abbott. Sent them an email and they sent me an email form to fill in withy all the details, error codes, etc. Since then, I just update the form with the new details, send it to them and they send me a replacement sensor plus sensor return pack. All online, never had a problem.

That is very interesting as some people have said that Abbott never respond to email enquiries/complaints so that may have put other people like myself off even trying. May give that a go next time.... Would like to think there won't be a next time but chances of that are pretty slim. Will take the rough with the smooth though and finding my arm strap is ensuring I don't accidentally dislodge it which was one of the biggest issues for me. That said, I am still on the original Libre and I know the Libre 2 seems to have been less reliable for some people.

 

[Robert459]

This is what I send, hope that it's OK to post so much.

I send email to: Customer Service UK & Ireland - adchelpuk@abbott.com as follows...

Customer ID: xxxxxxx

My latest sensor has failed...[give information]
I have the medical device form below.
-----------------------
As this is a medical device, we are required to document all reported issues onto our Complaint Management System. In order to document a full report, may we please ask you to provide the following information:

1) The serial number of your FreeStyle Libre Reader. This can be found on the back of the device.

2) The serial number of the faulty sensor, printed on the side of the sensor. The last three activated sensor S/N's can be found in the reader's memory: Main screen -> Settings (cog icon in upper-right corner) -> System Status (page 2/3) -> System Info -> Page 2/3 The first sensor S/N (starting with "(1)") is the most recent.

3) Date of sensor application, date of sensor failure.

4) Error message displayed on screen (if any) and error codes corresponding to the time of the fault. The codes are located in the Reader's memory: Main screen -> Settings (cog icon in upper-right corner) -> System Status (page
2/3) -> Event Log

5) If this is a readings related issue, please provide readings from sensor scans and comparison BG test results, if possible with dates and times (for most accurate comparisons, BG test should be performed 5-10 minutes before sensor scan). Also provide model name of meter used for BG test.

6) Whether the Reader passed the self-test: Main screen -> Settings (cog icon in upper-right corner) -> System Status (page 2/3) -> Reader Test

7) Was the sensor applied per instructions in the User's Manual, and were the reader and sensor kept in their respective storage and operating temperatures?

8) Any additional information which may be of importance.

9) Is the faulty sensor available for return? (Please do not discard faulty hardware until contacting Customer Care and receiving confirmation whether it should be returned for evaluation.)

10) Did this issue result in medical attention (eg. Were the paramedics called)?

11) Where did you obtain your FreeStyle Libre Sensor from? (Webshop, prescription).

12) If our troubleshooting will request that a replacement device is sent, please confirm the delivery address.

13) Please confirm your full name and contact telephone number.

14) What version operating system on your Android or Apple smartphone? (it can be found in the FreeStyle LibreLink app under Settings -> About -> OS Version).

15) What is the version of the FreeStyle LibreLink app installed on your smartphone? (it can be found in the FreeSyle LibreLink app under Settings -> About -> Software Version).

16) What is the exact model of your smartphone using FreeStyle LibreLink app?

17) Did this issue result in loss of consciousness or seizure?

 

[grovesy]

That is very interesting as some people have said that Abbott never respond to email enquiries/complaints so that may have put other people like myself off even trying. May give that a go next time.... Would like to think there won't be a next time but chances of that are pretty slim. Will take the rough with the smooth though and finding my arm strap is ensuring I don't accidentally dislodge it which was one of the biggest issues for me. That said, I am still on the original Libre and I know the Libre 2 seems to have been less reliable for some people.

I had to hang on the phone for 20 mins on Monday to get a phone answered.

 

[trophywench]

I emailed the 3rd one, same Qs sent back, and same result.

Think they had a complete mare with customer service around the turn of the year, but ironed out now for this aspect anyway, at least for folk having the necessary technology to email them.