Problem ordering Freestyle Libre sensors

[Sally71]

To all Libre users out there!

I tried to order some sensors on Friday and the website wasn't working very well, everything seemed to go ok until at the very end when the order is accepted, and then I got an error message on the website and no confirmation email, although if I go back into my order history I can see the order there with a status of "pending payment" (although I know I entered my card details correctly and there is no problem with my card!). I tried again over the weekend and got the same problem. So today I rang the helpline and spoke to a very nice young lady, who explained that the "pending payment" order is not on their system properly and will drop off within a few days, and she placed the order again for me over the phone and has given me free shipping for my trouble - I've now got my order confirmation email and should get the sensors within a week.

The lady did say that since last week they have been having issues with their website which has been causing problems with orders, so if anyone else out there has been having similar problems, just ring their helpline 0800 170 1177 (free from all UK landlines) and they will sort it out for you.

I have to say that in my experience, Abbott's customer service is pretty good, as long as you phone them - I gather it's not so good if you email!

 

[Northerner]

Thanks for letting us know @Sally71 🙂 I've had a couple of problems in the past on their website, but not this one (so far 🙄). Did you know that there is a free shipping code on the Facebook group? It's updated monthly I think. Current code for July 2017 is BCCFRDL7 🙂

 

[Sally71]

Grrrr... I take it back! One of my supposedly "not created" orders has now shipped, as well as the one the lady put on, and another now has status "created", which means it will ship in a few days, so I've now got to phone them again tomorrow and see if I can get the extra orders cancelled, or I'm going to get a very large credit card bill this month! I could keep the extra ones, but from past experience they don't always have use-by dates very far in the future, which means it's unlikely that we will be able to use them all in time. Pah, I really don't have time to be spending another 20 minutes on the phone trying to sort out something which I was told was already done! 😡

 

[Northerner]

Grrrr... I take it back! One of my supposedly "not created" orders has now shipped, as well as the one the lady put on, and another now has status "created", which means it will ship in a few days, so I've now got to phone them again tomorrow and see if I can get the extra orders cancelled, or I'm going to get a very large credit card bill this month! I could keep the extra ones, but from past experience they don't always have use-by dates very far in the future, which means it's unlikely that we will be able to use them all in time. Pah, I really don't have time to be spending another 20 minutes on the phone trying to sort out something which I was told was already done! 😡

That's really very annoying! 😡 I hope it doesn't take too long to sort out - it's their mistake, not yours, so they should waive the charge in my opinion!

 

[Sally71]

Well we'll try again... Spoke to another very nice lady who said that she will cancel the two orders that have not yet shipped, and if I want to refuse delivery of the extra one which has shipped I'll get a credit. Let's hope it works this time!

 

[Ljc]

Well we'll try again... Spoke to another very nice lady who said that she will cancel the two orders that have not yet shipped, and if I want to refuse delivery of the extra one which has shipped I'll get a credit. Let's hope it works this time!

Fingers crossed for you.

 

[Darren dean]

To all Libre users out there!
Ive had the same problems with website and when I rang they tell me the order will be removed that was a month ago still there! The website is total rubbish as is Abbots customer care! I ordered 2 cannulas they took 2 weeks to come so I was sand sensor for 3 days not a great tragedy after my 2 free sensors I got. Now the problem worsens with delivery times at up to 30 days though I was told 3 weeks so I had to order 3 sensors so when I get paid I will have sensor coverage until the next order Im seriously considering stop usage as delivery is quite appalling. I was going to consider an Abbot pump in preference to my Roche pump but that won't be happening as Roche deliveries are very prompt unlike rubbishy Abbot

I tried to order some sensors on Friday and the website wasn't working very well, everything seemed to go ok until at the very end when the order is accepted, and then I got an error message on the website and no confirmation email, although if I go back into my order history I can see the order there with a status of "pending payment" (although I know I entered my card details correctly and there is no problem with my card!). I tried again over the weekend and got the same problem. So today I rang the helpline and spoke to a very nice young lady, who explained that the "pending payment" order is not on their system properly and will drop off within a few days, and she placed the order again for me over the phone and has given me free shipping for my trouble - I've now got my order confirmation email and should get the sensors within a week.

The lady did say that since last week they have been having issues with their website which has been causing problems with orders, so if anyone else out there has been having similar problems, just ring their helpline 0800 170 1177 (free from all UK landlines) and they will sort it out for you.

I have to say that in my experience, Abbott's customer service is pretty good, as long as you phone them - I gather it's not so good if you email!

 

[mikeyB]

I’ve just given up with the creaky website, it’s more trouble than it’s worth when you order four or more to even worry about the postage.

 

[Darren dean]

Website is rubbish as is their customer care which is mediocre I’m seriously thinking of dropping this system and looking elsewhere 3-4 week wait for sensors is unacceptable I tend to have to go for long periods without I might as well not bother! I can’t afford to buy to fat in advance

 

[quasar]

Website is rubbish as is their customer care which is mediocre I’m seriously thinking of dropping this system and looking elsewhere 3-4 week wait for sensors is unacceptable I tend to have to go for long periods without I might as well not bother! I can’t afford to buy to fat in advance

Indeed, the website is pretty rubbish, but the customer care is really appalling. They do not have any consideration for their customers. They're responding to your emails like robots. No trace of compassion or anything. They do not hesitate to lie and even insult your intelligence and common sense. The delivery time now got to a point where indeed, you might want to consider alternatives. The problem is, once you got used to the Libre system, you'll not want go back to finger pricking again. Even more, if you got the chance to use it with the Blucon transmitter together with the xDrip+ application, that transforms the Libre sensor into a real CGM, that's it. You will have to stick to it, especially because the Dexcom alternative is too expensive.

I think Abbott had no idea how successful their solution will be. It's a monopoly we're talking about here and it's a byproduct of the materialism backed up by capitalism without a real free market. Welcome to the mankind world 😉

 

[grovesy]

I think as a multi national they are more than aware.

 

[quasar]

I think as a multi national they are more than aware.

Yep. They are for sure. Unfortunately, there is nothing to correct their behavior. Imagine some 10 providers of such solutions. We will get there in some years. It was the same with the test strips. At the end of the day, the biggest frustration, for me at least, is that such people never really get what they deserve. And all these because we really really love our food, our comfy couch and always someone to take care of us in a way or another. Just like in a farm 🙂

 

[mikeyB]

I find the customer service when you phone to be very good. Sometimes the old ways are best. Pick up the phone - it’s a sight better experience than the website.

 

[robert@fm]

What annoys me is the stupid obstacles they put in the way of logging in; they have used every trick possible to prevent pasting into the password field, and have thus rendered it infeasible to log in using a strong password, as a password which is strong enough to offer real protection on a commerce site is too strong to be feasible to remember, or to type in by hand. 🙄 They are thereby forcing customers to use a stupidly weak password. 🙄 This just inconveniences legitimate customers, whilst doing absolutely nothing for security; if I were trying to crack a website using a flood attack, I wouldn't be so dumb as to allow my custom agent to honour "do not paste" requests.

 

[leeky]

What annoys me is the stupid obstacles they put in the way of logging in; they have used every trick possible to prevent pasting into the password field, and have thus rendered it infeasible to log in using a strong password, as a password which is strong enough to offer real protection on a commerce site is too strong to be feasible to remember, or to type in by hand. 🙄 They are thereby forcing customers to use a stupidly weak password. 🙄 This just inconveniences legitimate customers, whilst doing absolutely nothing for security; if I were trying to crack a website using a flood attack, I wouldn't be so dumb as to allow my custom agent to honour "do not paste" requests.

You should use a password tool such as lastpass. There is a great chrome extension.. It populates the password box even you you can't actually paste in there normally.