Smiths Medical Customer Support – Cozmo

[bbardwell]

I am currently using a Cozmo pump and have been doing so since July 03. I am curious if anyone here has run into some or all of the following issues when dealing with the Cozmo or Smiths Medical Clinical Support or Customer Support staff:

1. Frequent failures of the Cozmo pump. This concerns me greatly as I have not been able to have one much longer than 6-7 months at a time before catastrophic failure. In at least one case, a remanufactured/recertified pump failed I landed in the Hospital due to severe Hypoglycemia. I am a computer professional/electronics engineer and I do not abuse these items, so please do not respond with the obvious.

2. Problems in dealing with the Clinicians in getting a replacement pump. In specific, I have not had any trouble with the staff in the past, however this time around, starting this past Monday, I have found the management of the Clinicians Support and Customer Service to be rude, argumentative and unable to pay attention to the details when they were related to the managers. Has anyone noticed a change since Smiths Medical bought Deltec?

3. Smiths Medical CS Manager claims they don't send out a new pump, only remanufactured ones when doing a warranty replacement. I know that is a false statement because after my problem last year, I had at least one, if not two, new pumps sent when they would have sent the remanufactured ones had I not requested they send a new one instead. Can anyone confirm this "policy"?

Frankly, I am very concerned with the poor attitude demonstrated this last week by Smiths Medical. Since I still do not have a working replacement, does anyone have a good suggestion for a pump of equal abilities?

Thank you in advance for your answers, I do appreciate it.

[duck]

I know when my first 508 broke on me, MiniMed sent me a remanufactured 508 as a replacement, and it has worked fine for years...I think most manufacturers state they will replace with remanufactured parts as the norm.

I haven't heard of the other complaints you have had with Smiths...In any case, I do believe I will be a customer of theirs in about a month of so, so we'll share notes at some point. ;)

[Dewey]

I am currently using a Cozmo pump and have been doing so since July 03. I am curious if anyone here has run into some or all of the following issues when dealing with the Cozmo or Smiths Medical Clinical Support or Customer Support staff:

1. Frequent failures of the Cozmo pump. This concerns me greatly as I have not been able to have one much longer than 6-7 months at a time before catastrophic failure. In at least one case, a remanufactured/recertified pump failed I landed in the Hospital due to severe Hypoglycemia. I am a computer professional/electronics engineer and I do not abuse these items, so please do not respond with the obvious.

Hi there and welcome to the forums. :)
I've not personally experienced any mechanical or technical issues thus far with mine, and have been using the Deltec since February of 04. I did have one pump replaced (as there were miniscule stress fractures on the battery housing), but that didn't cause any issues and the pump was overnighted to me. I'm not really sure why you have been encountering these problems. :( Sorry to hear that's been happening to you, and hope that you can have it resolved soon. When I owned my MM512, I did have some technical problems with it. :whistling

2. Problems in dealing with the Clinicians in getting a replacement pump. In specific, I have not had any trouble with the staff in the past, however this time around, starting this past Monday, I have found the management of the Clinicians Support and Customer Service to be rude, argumentative and unable to pay attention to the details when they were related to the managers. Has anyone noticed a change since Smiths Medical bought Deltec?

The only trouble I'd had with the staff, was one time (my trainer didn't show up for our session). I did well anyway, cause I already had knowledge of my new pump. I even educated my CDE on it. ;) :D :smartass:

Not sure I've been much help, but just wanted to welcome you and offer up some of my experiences. I sure hope things will be cleared up and rectified for you soon. Glad to have you here with us. :thumbsup:

[CarlyesHope]

I am currently using a Cozmo pump and have been doing so since July 03. I am curious if anyone here has run into some or all of the following issues when dealing with the Cozmo or Smiths Medical Clinical Support or Customer Support staff:

1. Frequent failures of the Cozmo pump. This concerns me greatly as I have not been able to have one much longer than 6-7 months at a time before catastrophic failure. In at least one case, a remanufactured/recertified pump failed I landed in the Hospital due to severe Hypoglycemia. I am a computer professional/electronics engineer and I do not abuse these items, so please do not respond with the obvious.

2. Problems in dealing with the Clinicians in getting a replacement pump. In specific, I have not had any trouble with the staff in the past, however this time around, starting this past Monday, I have found the management of the Clinicians Support and Customer Service to be rude, argumentative and unable to pay attention to the details when they were related to the managers. Has anyone noticed a change since Smiths Medical bought Deltec?

3. Smiths Medical CS Manager claims they don't send out a new pump, only remanufactured ones when doing a warranty replacement. I know that is a false statement because after my problem last year, I had at least one, if not two, new pumps sent when they would have sent the remanufactured ones had I not requested they send a new one instead. Can anyone confirm this "policy"?

Frankly, I am very concerned with the poor attitude demonstrated this last week by Smiths Medical. Since I still do not have a working replacement, does anyone have a good suggestion for a pump of equal abilities?

Thank you in advance for your answers, I do appreciate it.

I'm sorry to hear about all of your misfortune with Smith Medical, and I am shocked, to say the least, I have been interviewing reps and pump companies for a month now, and have narrowed it down to Cosmo and Minimed and Cosmo was the only one who was willing to go the extra mile to assure that everything you just said wouldn't happen, and they are willing to put it in writing, they are even willing to give up a back up pump to have at the house because my daughter shares households (we do not have to pay for this pump, the rep has arranged for it) Cosmo put in writing that anytime we go on vacation they will ship us out a spare pump on the off chance her regular pump fails during vacation (again, all in writing), they have guarnteeed that if her pump should fail that they will have a new one out to use within 12 hours or that our sales rep will deliver one to us within that time - again, in writing.

I have forwarded your concerns to the rep i am dealing with and asked him to address your concerns - because I don't want these same issues if/when my daughter gets a Cosmo, and, to hopefully help solve your concerns as well. I'll post when he gets back to me... till then hope you get better service.

Kelly

[Dewey]

I'm sorry to hear about all of your misfortune with Smith Medical, and I am shocked, to say the least, I have been interviewing reps and pump companies for a month now, and have narrowed it down to Cosmo and Minimed and Cosmo was the only one who was willing to go the extra mile to assure that everything you just said wouldn't happen, and they are willing to put it in writing, they are even willing to give up a back up pump to have at the house because my daughter shares households (we do not have to pay for this pump, the rep has arranged for it) Cosmo put in writing that anytime we go on vacation they will ship us out a spare pump on the off chance her regular pump fails during vacation (again, all in writing), they have guarnteeed that if her pump should fail that they will have a new one out to use within 12 hours or that our sales rep will deliver one to us within that time - again, in writing.

I have forwarded your concerns to the rep i am dealing with and asked him to address your concerns - because I don't want these same issues if/when my daughter gets a Cosmo, and, to hopefully help solve your concerns as well. I'll post when he gets back to me... till then hope you get better service.

Kelly
Kelly,

That's very kind of you to watch over others like that...sounds to me like Bbardwell has a guardian angel! ;) Kelly, I also wanted you to know that Deltec is usually Very attentive to its clients, and that situations like the above mentioned seem to be rare indeed. I've been dealing with Deltec for over a year now, and the One time I had a problem (with tiny stress fractures around the battery housing, caused by my overtightening... :whistling ), I was overnighted a pump Immediately. They sent it out on a Friday evening, and I received it Saturday morning, even though my pump's functionality wasn't affected. I think No matter which company you go with, there are some who will be very happy, and some who are not. Thus far, they are the Only company who has provided free software upgrades. Definite :thumbsup: for that! Additionally, many of their other products are used for precise delivery (i.e. hospital grade pumps for Dialysis, and others that removes excess iron from the blood!). Anyhow, I sure hope that your progress is going well for you and Carlye, and I believe that you will be satisfied with Deltec. It's a great pump, & an excellent company! :thumbsup: :)

[bbardwell]

My thanks to all that have provided feedback on Smiths Medical in regards to my original post. I also wanted to address Kelly's actions -- thanks! I unfortuantely, cannot seem to get much traction over in the Clinical support with the management or with one of the VP's that I have sent correspondence.

Just to give you an update, the last pump that I recieved from Smiths failed in just over one day with a system fault 80 error. I got the pump via overnight express mail on this past Saturday. Unfortunately, I have no idea what that code means other than I am now back on multiple injections. Being a computer professional/electronics engineer, I have no explaination for the failures. I know I do not abuse these products so I cannot resolve the failures with any behavior I might have.

Kelly, I am very surprised to see what you have written, frankly, although I am very glad to see that you have gotten a written commitment from Smiths Medical. I have not had any contact with a rep nor has one ever tried to contact me and I have been using the Cozmo since July 03. I have been lead to believe that getting a second pump, such as you have written, was not possible, without, of course, paying for it first. What you are describing is what Disetronic did for its customers, prior to the Roche buyout and the FDA actions against it.

Thanks again folks... please keep your input coming! :)

[CarlyesHope]

This probably won't help you much, but, here is what my rep had to say. He is also a diabetic, who also use a cosmo pump.

As for the email and IP Chat you forwarded on- this was a poor reflection of clinical service. In my experience- patients, like myself, get very comfortable when everything goes well on the pump. And when something goes wrong, a malfunction, etc- I understand how important customer service is! Infact- patients will have a pump immediately shipped out when anything arises. And note- a NEW pump goes to this patient. If a patient has a problem- Deltec will troubleshoot any problems over the phone. If something cannot be troubleshooted- the patient will have a pump within 12-24 hours. Please note- Deltec will overnight (on an airplane) a new Cozmo right to patients home, etc. This is different than MiniMed- since they only use Fed-Ex or UPS. The reason this is different and better (from my experience) is that we have a medical courier service on hand (if a pump goes down at 8pm Friday night)- you'll have a new one Sat morning by 10am- b/c of the courier service. Where MiniMed will wait until Sat to ship it, and if Fed-Ex or UPS does not deliver it on the weekends- your stuck until Monday! This is a huge selling point to Cozmo!

As for the patient feeling upset- we will/have addressed this issue. If you called CS today- and mentioned that Carlye is having unexplained BG's, etc. They will immediately check the Cozmo, infusion sets, troubleshoot any activities that could have affected her. We will not recommend any dosing changes what so ever! That will be your responsibility as a parent to call the MD.

Overall- I can understand if a patient is upset with a CS person; In that event- usually Deltec will call someone like myself or nurse to come to your home to help (instead of doing it over the phone). I have in extreme cases done this. Do I make a habit of this- no way! However- this is a safety net we can provide. The net includes 24 customer/clinical service; local RN,CDE suppport, Medical Courier Services, and my help! The goal from my end, as well as the Clinical support system- it to make sure the patient feels safe and confident in the use of the Insulin Pump!

On another note- I have patients in MI that can never be made happy! However- I will do my best to ensure that if I cannot answer the questions/problems- I will not make up something to smooth the situation over! Instead- I will reach out and ask for help!

Like I said, I don't know if this helps at all, but this is how he addressed your post.

Kelly

[bbardwell]

Kelly:

Thank you for going above and beyond on this, I really do appreciate it. :thumbsup:

I can tell you, however, based upon my direct experience with Smiths Medical, that what your contact said/wrote in regards to the same day/overnighting of a *new* pump is not accurate at all. I have been told by the manager of Customer Service/Reimbursement department that it is Smiths Medical policy to *not* ship new pumps, only recertified/remanufactured pumps to current users. Also, my direct experience is that pumps are usually sent via UPS red-label, not by same day courier regardless of the condition. Yes, they do have a courier but it is my understanding from the Clinical Support manager that the same day shipper only ships out recertified pumps and that it takes a near act of congress to get one shipped via that method, not what I would consider a huge point in favor of the Cozmo. Also, I have never had a pump in 12 hours and I live in a very major metropolitan area.

In my case this past Sunday 22 May 05, I had a pump fail with a system fault error, as I had previously indicated. I had to wait until yesterday, 24 May 05, to get a replacement pump. Do understand that I called and spoke with a clinical support person on Sunday evening, which begs the question, as I had been without a functioning pump since the previous Monday, 16 May 05, Why didn't Smiths send out the replacement via their special courier instead of the standard UPS red-label? I think the answer is really straightforward.

I also understand what your contact said/wrote regarding some folks will never be happy. That is a very true statement, but in my case, I am happy when the pump works and Smiths Medical does not hear from me, period. I can handle just about any issue regarding the Tx of my diabetes but what I can't handle is:

A product that seems to fail for no apparent reason.
CS that has issues from the manager level.
A stated policy of not sending *new* rather than recertified pumps when an existing customer has a defective unit.

Frankly, today is the first full day I have had a properly functioning pump since 16 May 05. I am sure folks here will understand, once they are on a pump, that going back to MDI with Lantus/Novolog/Humalog is a pain. Also, I do not react well to Lantus, so I was taking a lot of shots of fast acting insulin while I waited for a replacement pump that worked.

I only hope that it continues to work.

Of note, is that I read your post about having a field rep and staying in contact with them. I took that to heart and contacted the area rep for where I live. So far, I have not heard from him but I only contacted him on Monday, so I will follow up in a day or two(maybe he's on vacation) :whistling

In regards to 24 hour customer/clinical service; local RN,CDE suppport, Medical Courier Services, and other help, I have never seen that nor has it ever been mentioned in the numerous failures/calls I have experienced with the Cozmo, which is very odd if that is a selling point for the Cozmo. :o

All in all, while I do not doubt the veracity of your Rep's statements to you, my experience does not reflect his statements and I would view what he said as suspect... but that is me. :smartass:

[CarlyesHope]

Has anyone else had this major of an issue with Cosmo? I wondering how there are two people at two ends of the spectrum, I appear to have great service, and what appears to be a great product but yet you do not. I find this disturbing and would like to get to the bottom of it before i commit to any pump company....

[ricardo]

Has anyone else had this major of an issue with Cosmo? I wondering how there are two people at two ends of the spectrum, I appear to have great service, and what appears to be a great product but yet you do not. I find this disturbing and would like to get to the bottom of it before i commit to any pump company....

Beware of anecdotal information. One person says something is no good; another praises it to high heaven. Gather as much widespread information as you can on a subject as important as in insulin pump before making a final determination as to the validity of certain claims and experiences. EVERY company will have detractors AND defenders.

Ricardo

[Dewey]

I agree with Ricardo on this. I Always say: "What may work for one, May or May Not work for another." We must make the choices that would best suit our own needs/interests, and take other's opinions and suggestions as just that. I can also guarantee the same thing Ricardo said: No matter which company a person goes with, there will be those who love/like it and others who do not.

I had a question for Bbardwell - Out of curiosity, is there any equipment in your line of work that could cause any EMI or something similar? I don't mean to intrude, but was thinking about that, as I used to work in the electronics industry myself.

[bbardwell]

Dewey:

No intrusion at all... your question is a valid and appropriate one. To answer, no, there is no EMI/EMF. I generally work out of a home office with standard computer equipment and I don't allow the security folks to wand my pump when I travel through airports. I do not work around high energy magnets, LASERS, etc, as I did many years ago in the US Military.

As an FYI, I have worked with one of Smiths Clinical support software guys who has been in touch with the engineers regarding the current issue, and others that I have not gone into. Long and short: Both Smiths Medical s/w guy and I are stumped as to what can be causing this.

In regards to Ricardo's post, he is right in that a person must take all information and make a proper decision based upon the facts available. As for the implication that I am a detractor of Smiths Medical/Cozmo, that is not the case. Until this last week, I had no issues with the Clinical Support folks even though I have had an inordinate amount of failures. Also, the analysis I performed, in conjunction with CS, was not anecdotal. ;)

Anyone making a decision on a product as important as an insulin pump needs to evaluate all the information available. That is all I am doing here... looking to see if anyone else has had a similar experience to mine, so I can make an informed decision on whether to continue with the Cozmo, while relating my direct experience with the product in question. :)

[ricardo]

Dewey:






In regards to Ricardo's post, he is right in that a person must take all information and make a proper decision based upon the facts available. As for the implication that I am a detractor of Smiths Medical/Cozmo, that is not the case. Until this last week, I had no issues with the Clinical Support folks even though I have had an inordinate amount of failures. Also, the analysis I performed, in conjunction with CS, was not anecdotal. ;)
:)


Please understand that what I wrote was just a general reminder to weigh pro/con information regarding any customer interactions with a company. I wasn't really implying that ANYONE'S observations were not legitimate. In fact, I didn't even read all the posts that carefully. I caught just the "gist" of the thread rather than the "detail. Therefore, please don't take the "anecdotal" thing personally. It most assuredly wasn't in reference to your posts.

Ricardo

[CarlyesHope]

I am currently using a Cozmo pump and have been doing so since July 03. I am curious if anyone here has run into some or all of the following issues when dealing with the Cozmo or Smiths Medical Clinical Support or Customer Support staff:

1. Frequent failures of the Cozmo pump. This concerns me greatly as I have not been able to have one much longer than 6-7 months at a time before catastrophic failure. In at least one case, a remanufactured/recertified pump failed I landed in the Hospital due to severe Hypoglycemia. I am a computer professional/electronics engineer and I do not abuse these items, so please do not respond with the obvious.

2. Problems in dealing with the Clinicians in getting a replacement pump. In specific, I have not had any trouble with the staff in the past, however this time around, starting this past Monday, I have found the management of the Clinicians Support and Customer Service to be rude, argumentative and unable to pay attention to the details when they were related to the managers. Has anyone noticed a change since Smiths Medical bought Deltec?

3. Smiths Medical CS Manager claims they don't send out a new pump, only remanufactured ones when doing a warranty replacement. I know that is a false statement because after my problem last year, I had at least one, if not two, new pumps sent when they would have sent the remanufactured ones had I not requested they send a new one instead. Can anyone confirm this "policy"?

Frankly, I am very concerned with the poor attitude demonstrated this last week by Smiths Medical. Since I still do not have a working replacement, does anyone have a good suggestion for a pump of equal abilities?

Thank you in advance for your answers, I do appreciate it.

I just saw my rep today, and he said that some good stuff has come out of me contacting him with regards to your post. He forwarded your post to his customer service people and so on, and he said that although they didn't tell him specifics that you are now being taken care of properly.

Hope this is true and things are better for you.

Kelly

[bbardwell]

Kelly:

Thanks for the update. As for what your rep said... that is interesting since I have not heard anything regarding the issues mentioned above(or my letters) to Smiths. :whistling However, (knock on wood) I do have a functioning pump but my BS's are still out of whack. :eek:

Things are much better for me, though. Thanks for your kind thoughts! :hypocrite

[sugafreedru]

I started pumping with a deltec cozmo since november of last year and since then I have had 2 pumps completely malfunction in the middle of the night. It is horrble the pumps wake you up with this loud and exceptionally annoying alarm. The reps at deltec have been sincere and have had a replacement to me before noon the next day. Those less than 24 hour rifts in my pump schedule still managed to create havock on my control.

[Dewey]

I started pumping with a deltec cozmo since november of last year and since then I have had 2 pumps completely malfunction in the middle of the night. It is horrble the pumps wake you up with this loud and exceptionally annoying alarm. The reps at deltec have been sincere and have had a replacement to me before noon the next day. Those less than 24 hour rifts in my pump schedule still managed to create havock on my control.
I've usually had good reps as well. It does bite that you've experienced malfunctions, though...that's why I feel backups are good to have (if possible).

Also, did the alarms sound like a siren, and if so, did the pump give error code(s)?

I'm just curious, and wasn't sure what type of batteries you use. I use Lithiums, and often (when the battery's nearly depleted), it will give that very alarm (the one that sounds like a siren). It doesn't give an error code (for me, anyway), it just says depleted battery & that it needs a new one.....rather an annoying alarm, but it sure does the trick! :eek:

[jeggeman31]

It is horrble the pumps wake you up with this loud and exceptionally annoying alarm.

Dewey, I am sure you would be the best to respond, but how loud are these alarms ? On the IR1250 I don't even hear the alarm when I am awake, let alone sleeping and the alarm should sound. Now after awhile the 1250 will start to vibrate if I don't act on an alarm, and then it may wake me (depending on if I am laying on the pump or if it is hanging off the bed)

[psilocybin]

Dewey, I am sure you would be the best to respond, but how loud are these alarms ? On the IR1250 I don't even hear the alarm when I am awake, let alone sleeping and the alarm should sound. Now after awhile the 1250 will start to vibrate if I don't act on an alarm, and then it may wake me (depending on if I am laying on the pump or if it is hanging off the bed)

does the cozmo vibrate after u ignore an alarm for a while??ii doesnt on mine??
hmmm..

well i havent had a problem with my pump or customer support yet...but i deal with the ones in canada in the customer support area...havent had any problems at all with my pump, hopefully i dont get any

[sugarfree76]

does the cozmo vibrate after u ignore an alarm for a while??ii doesnt on mine??
hmmm..

well i havent had a problem with my pump or customer support yet...but i deal with the ones in canada in the customer support area...havent had any problems at all with my pump, hopefully i dont get any
same here
<knocks on wood>

it vibrates on mine, only for the alarm that 'delivery is stopped'. Otherwise, I go to pump settings and configure it to the beep

[Funnygrl]

I had a pump fail on me and start working again an hour later. They told me they would replace it anyways "just in case." So I would be really surprised to hear that clinicians refused to replace them.

As for a pump malfunctioing and causing hypoglycemia- I have never heard of that. More likely would be hyperglycemia.

[beach]

Hi all,

I am new to this fourm. I just logged on and got to this thread because I am a cozmo pump user. I am shocked to see these experiences. I have been on the Cozmo pump for over 2 years now and have never had a problem with my pump or customer service. I called last year to inquire about cozmanager and they took my pump info down and told me I had an old pump (software wise) and they would have to up date it. I told them the keys were worn and they gave me a whole new pump instead. I thought that was above and beyound the call. Anyway I love Smiths and the Cozmo pump! Just wanted to add my opinion to the conversation.

Bill Beach

[Funnygrl]

does the cozmo vibrate after u ignore an alarm for a while??ii doesnt on mine??
hmmm..

well i havent had a problem with my pump or customer support yet...but i deal with the ones in canada in the customer support area...havent had any problems at all with my pump, hopefully i dont get any
Yeah, if I ignore an alarm it vibrats and beeps louder and louder till I acknowledge it.

[psilocybin]

Yeah, if I ignore an alarm it vibrats and beeps louder and louder till I acknowledge it.

interesting.,..mine doesnt...
how long do you have to wait??

[JediSkipdogg]

Yeah, if I ignore an alarm it vibrats and beeps louder and louder till I acknowledge it.

The Animas IR 1200 does that as well. If you don't answer an alarm, it goes into vibrate mode and then switches between vibrate and sound until you acknowledge it.

[Funnygrl]

interesting.,..mine doesnt...
how long do you have to wait??
Maybe 5 minutes.

[Dewey]

Ok, sorry to dredge up an old thread, but a while back, Jim asked about how loud of an alarm I was getting on the Cozmore when the battery became depleted....lol. Well, I recorded it (a While back) & just now have gotten around to posting it. :o I know....:turtle:

[Funnygrl]

Wow...never heard that one before. Sounds...loud...

[Dewey]

Wow...never heard that one before. Sounds...loud...
LOL - In real life, it's louder of course, but with background noise and all that...it kind of muffles the sound a bit.

[Fred&CharlesFan]

Is this thread being hijacked by alarm volume researchers... ;)) ??

Have had Cozmo since June '05. Intially, had 1 bad experience with a customer service agent due to a defective pump failure in under 24hrs. Made a complaint call to my customer service rep. Original arguamentative customer service agent was.. ..retrained (OK, maybe fired!). Customer service rep was XCELLENT ++ . And her just recent replacement has been equally as good so far. Have had no problems with the hardware, or customer service in 15 mos.

[blue_eyed_devil]

obviously i'm in a different country so the service here is different, it is still bad though, they are actually very rude and quite demeaning - they too said they would not give me a new replacement, only fix the current one... i have to admit i can't stand my cozmo. i really wish i had gone with a different brand... too late now. insurance don't cover pumps here!!!

[ang]

I've had my Cozmo for over a year now and haven't had a single problem. However, here in Canada their customer service is now under the control of a differen company, Auto Control Medical (or something like that). I have to admit I haven't been overly impressed with the service I've received so far. I tried for a couple days to get ahold of the insulin pump person (I guess they handle all different kinds of things). I'm giving them the benefit of the doubt in that it was a technical issue because the voicemail system wasn't working properly. But now I've been in contact with somebody but they haven't been very good in getting back to me with some information I requested. They girl who used to be my contact with Smith's Medical was awesome, new chick is not so awesome.

[caryj]

I called Smiths Medical at 1am on Sunday because it was the second time my pump randomly shutdown during bolusing in the past two months. I kindly requested a new unit. They had it sent via a DHL courier and it arrived at Noon, the same day, Sunday. In my past experiences with Smiths (Deltec/Cozmo) they usually shipped via overnight or 2 day shipping. I they sent it via courier this time because I had just switched pumps not too long ago, and called in the middle of the night tired and pissed off that my pump was acting up again.

A few years ago their customer service was pretty bad--long waits on hold, sometimes nobody would pickup/return calls for days. But in the past year I have been quite pleased.