Rob Oldfield
Well-Known Member
- Relationship to Diabetes
- Type 1
Woken up this morning at 6.30 by the sound of my Medtronic 640G pump alarming. Error message saying something along the lines of "Critical error - please switch to get your insulin from somewhere else".
No problem, I thought. My experience with their support has generally been good, with replacements of previous dodgy pumps sent out by courier same day.
First problem was getting through to someone. Phoning at about 7am I was expecting to be put through to the US or similar, but first couple of times the call just hung after a couple of the 'choose 2 to report a fault' type choices. Went back a few times and got into a loop of hold music and 'press 1 if you don't want us to record your call' - that second option over and over so made me think something not right with the queuing system. After about half an hour of trying, finally someone picked up the phone. Really bad line quality but managed to figure they were asking me what sort of problem I had. After explaining, she said she'd put me through - and back into the hold music and 'press 1 if you don't want us to record your call' loop.
Eventually, did manage to get to speak to someone else who told me they'd order a replacement. But not going to arrive until Monday. I explained I'd had them same day before but apparently there's a shortage of 640Gs. She also said they have a shortage of staff, hence the delay getting through.
Last issue was down to grabbing pump settings from their Carelink site. Seems that's been redesigned since last time I looked at it and nothing like as user friendly. I asked the Medtronic rep where to grab settings from last upload and she was fundamentally clueless.
All in all, absolutely dreadful level of support. I've had an email asking for feedback so will be filling that in next! Apologies for the rant, just had to get it off my chest.
(On the bright side, I do actually have a spare 640G due to previous shenanigans, and also managed to figure out how to grab latest settings for myself.)
No problem, I thought. My experience with their support has generally been good, with replacements of previous dodgy pumps sent out by courier same day.
First problem was getting through to someone. Phoning at about 7am I was expecting to be put through to the US or similar, but first couple of times the call just hung after a couple of the 'choose 2 to report a fault' type choices. Went back a few times and got into a loop of hold music and 'press 1 if you don't want us to record your call' - that second option over and over so made me think something not right with the queuing system. After about half an hour of trying, finally someone picked up the phone. Really bad line quality but managed to figure they were asking me what sort of problem I had. After explaining, she said she'd put me through - and back into the hold music and 'press 1 if you don't want us to record your call' loop.
Eventually, did manage to get to speak to someone else who told me they'd order a replacement. But not going to arrive until Monday. I explained I'd had them same day before but apparently there's a shortage of 640Gs. She also said they have a shortage of staff, hence the delay getting through.
Last issue was down to grabbing pump settings from their Carelink site. Seems that's been redesigned since last time I looked at it and nothing like as user friendly. I asked the Medtronic rep where to grab settings from last upload and she was fundamentally clueless.
All in all, absolutely dreadful level of support. I've had an email asking for feedback so will be filling that in next! Apologies for the rant, just had to get it off my chest.
(On the bright side, I do actually have a spare 640G due to previous shenanigans, and also managed to figure out how to grab latest settings for myself.)
