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Libre Support - Abbott feedback

Status
This thread is now closed. Please contact Anna DUK, Ieva DUK or everydayupsanddowns if you would like it re-opened.
I have had problems with some of my sensors since towards the end of last year and the first two were replaced no problem but the one I phoned about on Monday, well I was on the phone for nearly half an hour before it was agreed to replace it - it was reading 2.2, LO, LO, LO and blood tests were in the 6s, I received a pack on 10 BG strips yesterday, the sensor is on its way and I will not repeat some of the things the Frenchman told me but I hope I never have to speak to him again.

jusme
 
There have been a couple of folk like that at Roche, in the past, who either haven't known what I was talking about or were only interested in getting me to end the call - rather than being happy to plod through it methodically when ordering and then running off some other items I might need or might have forgotten to order (you know, just like someone with a working brain might!) and then enquiring whether there was anything else that Roche could help me with? - No? Well as long as you're happy - don't forget we're here to help if you need us! Fortunately I wasn't dying either time but it isn't good - in comparison to their norm - and I have complained about them in a separate call later.

I mean if you get lousy service from a company these days - you do tend to tell everybody you know - and of course on Forums in the main you are actually putting your comments in the Public domain - so a lot more people than 'just you' will be getting the message - whether it's 'the Gas Board' or Abbott !
 
jusme said:
I have had problems with some of my sensors since towards the end of last year and the first two were replaced no problem but the one I phoned about on Monday, well I was on the phone for nearly half an hour before it was agreed to replace it - it was reading 2.2, LO, LO, LO and blood tests were in the 6s, I received a pack on 10 BG strips yesterday, the sensor is on its way and I will not repeat some of the things the Frenchman told me but I hope I never have to speak to him again.

jusme
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Did you stay on the call and complete the very short satisfaction survey? That would give you the opportunity to leave appropriate ratings, if not detailed feedback.
 
Annette Anderson said:
Well, I've emailed them, given the line about wanting to test the reader as a meter, and how can I get trial strips? Will update you on a response...
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Annette - I will be very interested to hear when or if you receive a response. It took several days, and some chasing for the radio silence to be broken just the once for me. I am still waiting, a further 48 hours on for a response to my response, which requested a specific confirmation.

I'll be contacting the person who appears to have made things move before again tomorrow evening, so if you have any update by then, it could be extremely useful.

I'm not on any form of crusade here, but if they offer a service it should at least be monitored in some way. [grump over]
 
AndBreathe - I was too exasperated to stay on the phone any longer and answer the survey.

I have found that emails take days to get a reply to and when I questioned it I was told that most people phone after waiting for a reply so the emails do not get answered, after all the phone calls are free.

jusme
 
So, finally (after 2 emails, one of them pointing out that I'd been promised a reply in 48 hours and had received none), I got a response yesterday on my attempt to blag a pot of strips out of them for a trial. Answer was: Ring our order line and order a pot.
So they're not going to help out anyone who doesn't get their strips on prescription (which I cant), but they wont help with dodgy sensors unless you have their strips. I can see the dollar signs in their eyes from here...
 
Further to this, I found a section on the Freestyle site offering me a free meter, with 25 strips included. So I have ordered one. I have no intention of using it unless I have a problem with a sensor, but I don't see that as a major problem.
 
Annette Anderson said:
Further to this, I found a section on the Freestyle site offering me a free meter, with 25 strips included. So I have ordered one. I have no intention of using it unless I have a problem with a sensor, but I don't see that as a major problem.
Click to expand...

Thanks for the update Annette.

I have an ongoing dialogue with a couple of folks at Abbott at the moment; UK overall Head of, and their "Customer Experience (and miscellaneous other stuff) Manager, so I still have some feedback to deliver as I wanted to focus on a written answer to one point, before moving onto any wider issues.

When I have written my email, outlining my concerns, based on the overall experience, I will consider whether there is additional merit linking to this thread.

I may achieve nothing by persevering with the feedback, but somebody, somewhere is accountable for this service, and I would consider they need to know how it feels on the other end of the various transactions. If I were such a person, and I have been in a previous life, I would want to know.
 
Status
This thread is now closed. Please contact Anna DUK, Ieva DUK or everydayupsanddowns if you would like it re-opened.
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