Abbot phone help

trophywench

Well-Known Member
Relationship to Diabetes
Type 1
Having had a Libre sensor fail the same day I inserted it at the end of last week, since Tuesday I had been trying to get through on the phone to them, holding on for half an hour with the same ruddy tune repeating and repeating and repeating and then the line telling me the other party has rung off or sometimes the music just changing to a long beeeeeeeeeep.

Half the time - having chosen which number to press from the menu and pressing it - the long beep.

Fortunately I had kept the cardboard box to tell them the serial number and also - quite by chance! - had not emptied the waste bin in our bedroom since so was able to rummage through the tissues, dust and discarded used cotton buds etc (bits of cotton, toenail clippings) and found the sensor I'd pulled off the next night in bed and just chucked in the general direction - and hole in one for a change - because they want the sensor back.

Please tell me it's only because it's a bank holiday week that it's so difficult to get hold of them?

Did the customer feedback survey, and told them their helpline was useless, though gave the actual person I eventually managed to speak to full marks.

Tuesday morning I actually got through pdq to some American woman who talked far too much saying nowt and every time she did so called me Sir, after I told her I wasn't a Sir she was verbosely apologetic and said she'd need to put me through to another line - resulting in my first beeeep. I didn't bother telling em that little nugget.
 

Boom

Active Member
Relationship to Diabetes
Type 1
Annoying and frustrating .
I’ve heard some very positive feedback from Abbotts from other users.
Hopefully a temporary hiccup.
Personally I use Dexcom and have done for 6/7 yrs now. Can not fault them, they’re exceptional when it comes to customer relations.
 

Kaylz

Well-Known Member
Relationship to Diabetes
Type 1
Their customer service is generally pretty good, I had to call for replacements 2 weeks apart, it doesn't help that due to the pandemic calls can be answered from outside the EU though

Think I was 20 minutes both times I called
xx
 

Lucyr

Well-Known Member
Relationship to Diabetes
Type 2
I don’t know if they’ve experienced a surge in demand for some reason, but I ordered a sensor online nearly 2 weeks ago now. You see swimming reopens next week, my blood sugars will all go crazy when I go from working from a tiny flat and not getting any exercise, to ploughing up and down in the pool several times a week, so I thought I’d get myself a sensor, put it on a few days beforehand and then use it to help make the adjustments. Only problem is, two weeks on it hasn’t even been dispatched yet, I sent them a message asking and haven’t had anything back yet that way either. So I don’t know if they’re snowed under with orders or short on staff or what. By the time the sensor arrives I might be on top of the blood sugars at this rate.
 

helli

Well-Known Member
Relationship to Diabetes
Type 1
I have always experienced great support from Abbott.

The serial number of the sensor is available on the phone app so there is no need to keep the box.
And, there has been lots of forum comments about returning faulty sensors so I don’t throw them away until I have spoken to Abbott.
 

SB2015

Forum Host
Relationship to Diabetes
Type 1
When I was using Libre sensors I always had excellent support on the phone line.
I hope that it is just a blip due to the bank holiday weekend and a backlog.
 

trophywench

Well-Known Member
Relationship to Diabetes
Type 1
What phone app on a landline and using the reader? You wouldn't want to ring on a mobile and having to spend half an hour for several days before getting through, surely?
 

Robin

Well-Known Member
Relationship to Diabetes
Type 1
What phone app on a landline and using the reader? You wouldn't want to ring on a mobile and having to spend half an hour for several days before getting through, surely?
Either you were unlucky, or their customer service has gone downhill, i’ve always had calls answered and dealt with promptly. For future reference, (and hoping you won’t ever need it) the sensor serial number can be found in 'settings' on the reader. Last time I had to ring, the guy on the other end of the phone talked me through the screens to find it.
 

Kaylz

Well-Known Member
Relationship to Diabetes
Type 1
As Robin says the serial number is also available on the reader itself, it displays the last 3 sensors used, my 2 calls were made on the 15th March for 18 minutes 58 seconds and the 29th March for 17 minutes 48 seconds, I use my mobile to call as we don't and never have owned a landline

The 2 people I spoke to said they wouldn't require my sensors back but then there does seem to be a lot of people having them fall off lately like mines did so different to a failure that needs investigated
xx
 

helli

Well-Known Member
Relationship to Diabetes
Type 1
What phone app on a landline and using the reader? You wouldn't want to ring on a mobile and having to spend half an hour for several days before getting through, surely?
Apologies our set ups are different.
I don't use the reader (more rubbish to carry around and lose) and disconnected the landline phone after being bombarded with spam calls whilst working from home.
But as said, the serial numbers are available on the reader.
Sounds like you were unfortunate judging by all the other positive experiences from Abbott support.
 

mikeyB

Well-Known Member
Relationship to Diabetes
Type 1
I have had no problem phoning Abbott, though that’s usually for sales. As others have commented, the serial number of your latest sensor can be found in “system status” under Settings on the reader.

It’s not the bank holiday, it’s the pandemic that’s disrupting the usual smooth running of their support team.
 

trophywench

Well-Known Member
Relationship to Diabetes
Type 1
Well it's all been another voyage of discovery. I didn't set my course via the Doldrums - who would? but now I've been there, done that - so there we go!
 
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