Anonymous
map-marker San Diego, California

Poor Quality Customer Service

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Received messages from my PDM like COMMUNICATION ERROR, SEARCHING FOR CGM, DEACTIVATING POD, etc. and didn't allow me to do anything else.

I tried to reset the system but the first time didn't give me other option but change the pod, so I did it.

A little later same thing happed and had to replace the pod again (both pods were new) while trying everything to contact customer service I solved the problem but no one from Insulet Corporation got back to me.

The next morning right after waking up (6:30am) I checked my glucose and I saw the same message again and immediately called customer service again but this time I got a response, only that they transferred me to another department and there, I had to wait from 3 to 4 hours with no response at all!!

While waiting, I tried everything and solved the problem again. So I called once more and left a voice message.

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User's recommendation: Customer service must improve their services!!!

Ronald E Eac

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Verified Reviewer
| map-marker New Albany, Indiana

Exchange of defective medical device

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Insulet manufacturers devices that attach to your body and dispense insulin into your system. Type 1 Diabetics use this type of device to control their blood sugar.

The device has a controller called a PDM.

The PDM that I was using would not recharge so they told me they would replace.

I was told I would receive next day 3 days later I received one of their Omnipods in the mail. When I called to find out what went wrong I was told I could wait 18 minutes or someone would call me back as soon as possible. I chose to have someone call me back. 20 minutes later I received a call and the person told me they needed to transfer me to the return and exchange department.

They transferred my call to a voicemail that told me I could wait 90 minutes or someone would call me back when available. I chose to have someone call me back.

I finally received a call and that person told me I had the wrong department and was transferring me to another department.

I refused and said I needed to speak to a supervisor.

After waiting another 20 minutes, a supervisor contacted me and apologized for all the inconveniences and said the unit would arrive the next day.

This company has grown way too fast and has not been able to keep up with the proper Customer Service. Very disappointing as these are medical devices that people depend on to stay alive!!!

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Pros:
  • Great product for type 1 diabetics
Cons:
  • Customer service department is not reliable

User's recommendation: Do extensive research on any medical device you are told to use. Make sure the company is operating smoothly and is dependable!

Anonymous
map-marker Layton, Utah

IT technician stole $2k from me

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Insulet Corporation - IT technician stole $2k from me
My daughter had a stroke and is paralyzed. He borrowed but when time came to pay me back, he went dark on me. Who are you hiring Insulet? Why is he allowed to hide and work for you when I have to take care of an insolent daughter and that $2k would be very helpful right now. Someone please help me?
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User's recommendation: Never

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