Medtronic Trouble

[ZeRope]

I've been reading a lot about the delays people have been experiencing regarding the receipt of their first pumps. I wanted to share with all of you the hardline I'm setting with Medtronic. With a new Accu-Check Pump on the near horizon, companies have to be smarter. Together, we can send that clear message.

Wow, I feel like Norma Rae! We'll see if it has any effect.



Sent via email to my "handler":

Claudia -

I wanted to check in with you to see what the status was of my pump. The last we spoke on Wednesday, you said you were going to contact Dr. Chen's office and get back to me.

Can you please detail the timeline for me receiving my pump?

I've got to be honest with you...I'm a little disappointed in this process. I was basically contacted every single day the first month by a Medtronic Rep trying to persuade me to get the pump. Then, once I decided to go with the MiniMed Pump, it seems like Medtronic has fallen off the map. I've called at least ten times asking what I could do to speed up the process. I've seen my endo twice in the past two weeks. Any necessary paperwork could have been handled directly by me and in person.

My concern lies with the fact that Medtronic will be providing not only my pump, but all of my supplies as well. If I run out of necessary supplies, will there be any extended wait to get more? That's one of my biggest fears as a new pump user - not being able to get the critical supplies necessary to sustain my health. To be honest, the delays in getting this pump scare me.

If we're not within a week or two of delivery, I think I'm going to hold off a bit. Accu-Check's new Spirit Pump debuts October 30th. I've used their brand products reliably for nearly two decades, and I've tested their virtual pump online and it seems to be pretty great. If it looks like you guys are going to take longer than the end of the month, please go ahead and freeze my request until I can meet with a Spirit Rep.

Let me know where things stand, so I can begin planning my future.

Thank you.

-Randle

[Gordonm]

I have had just the oppisite from Medtronics. I just got my pump and they could not have been any better. They handled all the insurance and all the doctors calls and everything. I got a demo pump from the rep and when I made the decision I called and said lets go. It was on my doorstep in 2 days. I even had them deliver it to another address as I was not going to be home. All of the supplies and everything came in the box and was ready to go. I took a week the get the trainer lined up and I was on the pump that day with the trainer. I honestly did not have to do much of anything. It was very easy to get the pump. My experience so far has been very good with Medtronics.

[ZeRope]

Based on all of the initial "care" from the Sales Reps, I thought my experience would be great as well, but ever since the day I said "yes," I've barely heard a peep from them. I leave multiple messages with mulitple people (including supervisors) and if I hear back at all it's just someone saying that someone else is "handling" everything.

I'm lucky - my insurance covers the pump and ALL of the supplies 100% with no co-payment. It's a diabetic dream, really. The problem I'm having now is getting over that final hurdle and getting my pump. When I actually speak to someone at the company, they tell me they're just waiting for this or just waiting for that. It's just getting a bit old.

I'm glad to hear that you're experience has been good, Gordonm. I wonder, though, if you just have a stronger office there in New Jersey as compared to LA. I'm keeping my fingers crossed that they'll come through. We're going on almost 5 weeks now since I said "yes."

[HollyB]

Good letter! I think it's important that any company providing critical equipment like this gets the messge that top-notch post-purchase customer service is essential if they want your repeat business!

[Gordonm]

It could be that the office here is just pushier. She did all the work for me and was very helpful. They were actually calling me about every 3 or 4 days while I was going through the decision making process. Not pushy just wanted to know if I had any further questions.

100% coverage would be fantastic. I feel lucky to get 80%.

5 weeks to get it does sound bad. Took me a few days.

[ThuntDon]

Randle, Very strange. I live in the Pasadena area, and it was less than a week when I made my decision, and the pump and supplies where delivered to my work address, because no one was to be at my home address. Everything was covered on the phone, and my Rep. took care of everything else. However, it was a bit of a struggle to get my CGMS from them. That took almost two months. I think they got behind because of the intrest in the product. I don't know how it will be to get the next batch of sensors though, I will have to cross that bridge soon. Good luck and hope you get your pump soon. Don

[Dewey]

I totally understand your frustration, Randle. It was for customer service/billing & technical issues that I opted to switch to the Cozmore a couple of years ago, after being a faithful MM user since 96.

Now I'm Not trying to diss the company, so people, don't get all upset. We All know that companies are run by humans, and not everyone is going to do the job in an appropriate or professional fashion. This includes MM (as well as others).

Randle, you may want to put a freeze on things if you're not satisfied. There's no reason to go with a company when you have reservations about their customer service relations.

Granted, I'm not knocking the pump. From a former user's standpoint, some of their pumps are very sturdy & good....but, as a customer, You should be fully happy with them in All aspects. If that's not the case, then perhaps it's time to move on &/or find the company that best suits Your needs.

[camjen1]

Randle, I too have had to wait on my pump! I think the total time from when I submitted everything to the time it was hand I say it was around 2 months. Then to add to it I had to wait 2 weeks to get trained.

[Funnygrl]

I'd say your letter very eloquently stated your point. I hope it gets you far.

I also went with Cozmo for the customer service. When I requested info, the next morning Cozmo had their brochures and paperwork packet at my door. It took Minimed 2 weeks to get me the same thing.

[Dewey]

I'd say your letter very eloquently stated your point. I hope it gets you far.

I also went with Cozmo for the customer service. When I requested info, the next morning Cozmo had their brochures and paperwork packet at my door. It took Minimed 2 weeks to get me the same thing.

In terms of customer service, I love both Deltec/Smiths Medical & Animas. When I called & spoke to Deltec/Smiths, the rep. spent two hours on the phone with me each time. Animas was really good in that they consistently kept me informed as to what was going on with my order. They also called post purchase, asking about my satisfaction with their product, and asking if I needed anything. Not everyone has had good interaction, but again, not everyone will receive excellent service no matter what company they choose.

[poodlebone]

I got my pump last year and the CDE handled sending all of my paperwork to Minimed, who then contacted my insurance. They approved the pump immediately and Minimed sent it out the same day. Two days later, I had it. This was just barely a week after the whole process first started.

But, you'll be getting the newer X22 model and I wonder if they just don't have enough in stock right now, and so people are being made to wait. You'd think they could at least let you know if that's the case and give you an expected delivery date.

[Funnygrl]

The x22 is the same as the x15. The only thing different is a software upgrade. They don't build new pumps, just take the same body and put new software on it.

[spike]

I can tell you that I'd choose no other company but MM to handle my pumping needs. They have been up to the task for the last 10+ years. My 522 took all of 1 phone call to arrange. My supplies always come quickly. My wife's pump to a bunch of phone calls due to Bluecross having a issue with coverage, but that's not totally MM's fault, no is it?

Bottom line: if you are worried about future needs, why would you worry about the market leader being less able to provide for you, than the other mfgrs??

While not trying to minimize your complaints, I think you are just a bit too quick to write them off. If you do, it just might be YOUR loss. Or, maybe you'll be happier with the other pumps.

Good luck deciding!

[rmccully2000]

I had the exact same experience last year. I got two calls a day until we said yes, order the MM for us. Then I had a hard time getting a hold of them. Found out they didn't get the paperwork done in time, so we cancelled. I had to hassle them after I agreed to buy their pump.

[JasonJayhawk]

I wonder if people get better service from MM if they have more of a financial incentive to provide better service. For example, Spike always has great luck with MM, but both he and his wife use their pumps -- so they don't want to tick off two customers at a time?

[Funnygrl]

I wonder if people get better service from MM if they have more of a financial incentive to provide better service. For example, Spike always has great luck with MM, but both he and his wife use their pumps -- so they don't want to tick off two customers at a time?
I doubt that even crossed their minds.

[JasonJayhawk]

I doubt that even crossed their minds.

Maybe it's an exceptional insurance company, then, that deals better with durable medical equipment companies.

Or the position of the commercial airliners in the sky. :marchmell

[spike]

I wonder if people get better service from MM if they have more of a financial incentive to provide better service. For example, Spike always has great luck with MM, but both he and his wife use their pumps -- so they don't want to tick off two customers at a time?

Nah, they don't have my wife's info in my records. I don't think my reports to the FDA have any bearing on their service, either... :)

[JasonJayhawk]

Nah, they don't have my wife's info in my records. I don't think my reports to the FDA have any bearing on their service, either... :)


:laugh: :hypocrite

[Belinda]

The saying is ...."Good Things come to those who wait."


As that said I have NOT had troubles with MM and my pump was here so quickly the first time...back in the 90's that my doctor could not believe it was here with in the week. Second pump....doc office made the call, faxed in info and voila...pump co. called to get specifics...color, sets etc...and pump was in my hands in 5 days.

[parrotletzoo]

Has your rep told you what the hold up is? When I ordered my pump from MM I was using it in six weeks. I know of other peopel that it took six months to get thier pumps due to insurance issues. My MM rep said my insurance and physicians office were both really easy to work with and that sped up the process. I"m not saying MM isn't the issue in your case but before you bail on them find out what's holding things up.

As far as delivery of supplies, if you order supplies online thru MM or thru a diabetes supply company you shouldn't have a problem getting them quickly. Every time I ordered supplies directly from MM i had them in three days. When I ordered them thru Great Lakes Medical Supply I got them around the 15th of every month. If the 15th fell on a week end, they came early.

I've had nothing but good service from MM, and except that it was not watertight like I thought it was going to be, I liked my pump. They do need to figure out what to do with the issue involving BD meters and test stripd, but they still have a year on that one...

[RLK]

Interesting thread.... I recently met with a Medtronic rep at a support group meeting and asked him to provide me with some more info regarding the CGMS. He was quick to call me the next day with answers. I emailed him the day after (a week ago now) with some more questions and have yet to hear back from him, not even to say that he's still working on my questions. I'm a little concerned that these customer service issues are becoming business as usual for Medtronic. That's unfortunate, as I consider their technology to be excellent.
Randle- excellent letter! Please keep up posted on any replies that you receive.

[silverbullet]

I recelntly have delt with MM in the Baltimore area and have had a great response. From the time the rep called me to the time I started using insulin was 4 weeks. 1 to get it in my hands 1 to meet with trainer and 2 to meet with doc. So far I love my pump but am very disappointed in there meter. Hope they come up with a new link meter soon or another comppany that will pick up the slack.

[Gordonm]

I recelntly have delt with MM in the Baltimore area and have had a great response. From the time the rep called me to the time I started using insulin was 4 weeks. 1 to get it in my hands 1 to meet with trainer and 2 to meet with doc. So far I love my pump but am very disappointed in there meter. Hope they come up with a new link meter soon or another comppany that will pick up the slack.


From what I understand from the MM rep there are going to be a few meters that work with thier pump. They are not going to limit themselves again to one meter. I don't know which ones, neither did he but that was the plan as of a few days ago.

I agree on the meter, not very good. I am still using my old Accu Check but am waiting on my strips for a new One Touch Ultra Smart.

[Sweet&Sour]

I wonder if people get better service from MM if they have more of a financial incentive to provide better service. For example, Spike always has great luck with MM, but both he and his wife use their pumps -- so they don't want to tick off two customers at a time?

I too wonder about service when there is other bearings on situations...
I have had very few issues with MM till recent, and the issues in the past they always worked out including having loaner pumps to me the next day. But recently they have not helped me at all... Iwonder if becuz of my insurance change? (now worse), and the fact that I was one of the first people to have problems with their quicksets, and would not sign their waiver and now their is a class action lawsuit..(im not in )but with the customer service Im getting right now it makes me wonder why they are not concerned
with me going to a diff provider..And I have talked to noone as of yet that can see their mistakes in the numbers.
I hate this position as I like my 522 and only found 1 other pump I would choose.

[ZeRope]

My intention was never to steer entirely clear of Medtronic. The email was sent to hopefully open the eyes of their Team that we - as consumers - have other choices. I've been dealing with Medtronic for almost two months now, and if they can come through I'll stick with them. Based on all I've read here on the boards, they seem to be the best. Of course everyone seems to have their individual favorites, but the majority seem extremely pleased with their MiniMeds.

Like I said earlier, they've been great calling me asking all of "the questions" - what color would I like?, how long do I want my tubing?, etc., etc. The failure is in closing the deal. As a business, it just isn't smart. They have the sale right in front of them. Leaving me hanging for weeks on end only opens up the door to the possibility that I might go elsewhere. The more I read and the more I learn about the competition, the less likely I am to become what they hope I would become - a lifetime customer. When I originally said "yes," they were the ONLY company I knew about. Now, I've become familiar with all the other options, including a model which will undoubtedly be a strong competitor - the Spirit.

They've got signed letters of full coverage from my insurance, letters of medical necessity from my Primary Care Physician and my Endo, and me trying to do everything I can on my end to help along the way. What I don't have is my pump, or a valid reason for the delays. If they're behind in production, fine. Just say so. If they're having trouble doing final confirmation with my insurance, fine. Let me in on it.

The one thing I cannot stand in ANY business is them saying nothing, not returning phone calls, and passing the buck to someone else - all things that Medtronic seems to be doing over the past several weeks.

[Miss Jade]

I agree on the meter, not very good. I am still using my old Accu Check but am waiting on my strips for a new One Touch Ultra Smart.

I went to a Minimed Intro to pumping class yesterday and the rep from Lifescan (One Touch) was there. They said that while it is not confirmed, they are anticipating a partnership between the two companies.

He gave me a free Ultra Smart and said that he'd leave a spare and a cable for me at my endo's office.

He also recommended that anyone interested in a free meter use the offer they have for the BD customers (even if you don't have one).

[Gordonm]

My intention was never to steer entirely clear of Medtronic. The email was sent to hopefully open the eyes of their Team that we - as consumers - have other choices. I've been dealing with Medtronic for almost two months now, and if they can come through I'll stick with them. Based on all I've read here on the boards, they seem to be the best. Of course everyone seems to have their individual favorites, but the majority seem extremely pleased with their MiniMeds.

Like I said earlier, they've been great calling me asking all of "the questions" - what color would I like?, how long do I want my tubing?, etc., etc. The failure is in closing the deal. As a business, it just isn't smart. They have the sale right in front of them. Leaving me hanging for weeks on end only opens up the door to the possibility that I might go elsewhere. The more I read and the more I learn about the competition, the less likely I am to become what they hope I would become - a lifetime customer. When I originally said "yes," they were the ONLY company I knew about. Now, I've become familiar with all the other options, including a model which will undoubtedly be a strong competitor - the Spirit.

They've got signed letters of full coverage from my insurance, letters of medical necessity from my Primary Care Physician and my Endo, and me trying to do everything I can on my end to help along the way. What I don't have is my pump, or a valid reason for the delays. If they're behind in production, fine. Just say so. If they're having trouble doing final confirmation with my insurance, fine. Let me in on it.

The one thing I cannot stand in ANY business is them saying nothing, not returning phone calls, and passing the buck to someone else - all things that Medtronic seems to be doing over the past several weeks.

If I were in your shoes I would be on the phone with them until I got some answers. Nothing worse than a pesky customer. If you do not get satisfaction from someone ask who is the supervisor. You should eventually get someone who knows the answer. I have been frustrated before on other things besides Diabetes problems and the more bothersome you can be the better the results have been. Keep on it until you get some answers from them. Like I said I had no problems and something must be holding yours up. Any successful business just does not sit on an order they want to ship it out so they can get paid. Good luck and hope you are pumping soon.

[spike]

The one thing I cannot stand in ANY business is them saying nothing, not returning phone calls, and passing the buck to someone else - all things that Medtronic seems to be doing over the past several weeks.

Since your opinion of MM is so low, perhaps you'd better off going with their competition?

[JediSkipdogg]

I would say to ask for the cancellation department but that only works on Cable, Internet, and Cell Phones. You ask for them and then you are God for whatever you want.

[Cyborg]

Let us know when you get a response. It'll be interesting to see how they respond.

[ZeRope]

Well...I got a response. And a BIG one at that. Three calls. One from the rep, one from the sales associate, and one from a supervisor - all apologizing for dropping the ball. They assured me I'd have my pump by the end of the week...so stay tuned!

[notme]

I am sure you are anxious ZeRope, but you will get your pump and forget the anxious days of waiting. I would NEVER go with a pump that was a first run for a company. I am sure on the website the interactive pump works fine. Real life can be a totally different story.

I am glad they responded and hope you get your pump and pump training done quickly.

I got my pump both times from Medtronic within two weeks. I have never had any problems getting supplies.

Good luck

[JediSkipdogg]

I would NEVER go with a pump that was a first run for a company. I am sure on the website the interactive pump works fine. Real life can be a totally different story.

I assume you are talking about the Spirit. And if so, is it really first run? Considering Disotronic (sp?) has been around for ages making pumps. They just make it, and slap the Accu-Chek name on it.

[ZeRope]

Okay...update #2....loooooong story from the "handler" saying there was a hiccup with the insurance claim - that the doctor was supposed to send the referral for the pump directly to the insurance company and not to Medtronic (which is what the doc did - because that's what she was asked to do), yada, yada, yada. I asked how long it was going to be and she said she'd have to get back to me in a couple of days, but there was no guarantee of how long it would take. I asked if we were talking days? Weeks? Months? It was a clear "it's hard to say." So...

[Gordonm]

Okay...update #2....loooooong story from the "handler" saying there was a hiccup with the insurance claim - that the doctor was supposed to send the referral for the pump directly to the insurance company and not to Medtronic (which is what the doc did - because that's what she was asked to do), yada, yada, yada. I asked how long it was going to be and she said she'd have to get back to me in a couple of days, but there was no guarantee of how long it would take. I asked if we were talking days? Weeks? Months? It was a clear "it's hard to say." So...

I thought it might be an insurance problem more than a Medtronics problem. Mine was all preapproved and when I gave the go ahead the ysaid it will be shipped the next day. Sounds like you are making progress. Keep on it. You will have it soon.

[JasonJayhawk]

I agree. Based on all the reports of people getting theirs quickly, it sounds like your insurance company is dragging its feet at the approval. Maybe it'll help to give them a ring and get their side of it. I think my insurance company even lists how much time they're allowed to make decisions in (thirty days) before an appeal can be filed for more action.

[It Ain't Over]

That's the way it can get with med insurance. Lots of clerks handling lots of paperwork and everything is sequential. Everything waits for the form from the doctor, then the wait is for the signed form from the pharmacist, then from you, then from yo mama... Endlessly the chain goes on.
All it takes is one box not checked and the whole thing comes to a halt and no one can figure out why.
I have worked in insurance claims for years and the only arena I work overtime to stay away from is med claims. Too much of that for my tastes.