This is the very reason MM sucks

[camjen1]

I had placed an order for supplies back on the 18th of last month. I checked shipping status because it had not arrived yet and found out that it hasn't even shipped. I called MM and I was told by the rep my prescription expired. I said ok when did it exactly expire? She stated it expired back in December. Ok so how on earth have I been getting supplies for Jan, Feb and March if my prescription expired in 2005.:hmmmm: She was clueless. So now I have to wait a month for them to process a new script.:mad:

[Tokyo Cate]

I had placed an order for supplies back on the 18th of last month. I checked shipping status because it had not arrived yet and found out that it hasn't even shipped. I called MM and I was told by the rep my prescription expired. I said ok when did it exactly expire? She stated it expired back in December. Ok so how on earth have I been getting supplies for Jan, Feb and March if my prescription expired in 2005.:hmmmm: She was clueless. So now I have to wait a month for them to process a new script.:mad:

Wow! I can't believe they didn't call you to inform you that your order wasn't being shipped because of the expiration of your prescription. Have they forgotten that the supplies are not optional?

[camjen1]

MM apparently thinks the supplies are optional because this isn't the first time they pulled this with me. Far as I knew my DR faxed a new script in awhile back and I had no reason to believe he didn't because I was still recieving supplies :stupid:

[Cinnabon]

Sandi.. Sorry they r giving u such a hard time. When your doc gives u a new Rx, Always ask for a copy. I always ask for a copy of just about everything.. lol. I hope this gets straightened out fast...

[JediSkipdogg]

I'm amazed they didn't tell you when you made the order you didn't have a valid script or that they didn't think of making a courtest call to you. Oh wait, I forgot, Minimed lacks customer service.

[jeggeman31]

I called MM and I was told by the rep my prescription expired.


Sorry to hear that. I asked Animas about this becuase I was afraid the same thing would happen and they told me the only time I would need a new script is if I changed Dr's.

[camjen1]

Ugggg!!! MM requires a new script every year. But I obviously thought it had been taken care of because I got 3 months of supplies after it expired. I guess I'm partially to blame but dayum they could have at least called me and told me.

[psilocybin]

horrible customer service especially for something as important as supplies

[poodlebone]

I get 3 months worth of supplies at a time. My original prescription was sent to MM late April 2005, when I first got my pump. I got supplies on January 11th and figured I'd get a finaly shipment on the original script in early April. Nope, nothing came. I was seeing my CDE on 4/17 so I didn't worry much, and I asked her to send MM a new prescrition. She checked my file and said that MM had contacted my endo in March, and the endo faxed in a new script then. There was even a copy of it in my file. I called MM and the guy I spoke to was very nice and couldn't even come up with a lame excuse for why it wasn't shipped, because he said they did get the prescription in March.

I'm on the autoship program but think I'm going to switch. I've already got about 2 years worth of reservoirs stockpiled and really don't need/want anymore. I had called them last year and told them to cut back from 4 boxes to 2, but I can easily go for a year or so before requesting any more.

[psilocybin]

I get 3 months worth of supplies at a time. My original prescription was sent to MM late April 2005, when I first got my pump. I got supplies on January 11th and figured I'd get a finaly shipment on the original script in early April. Nope, nothing came. I was seeing my CDE on 4/17 so I didn't worry much, and I asked her to send MM a new prescrition. She checked my file and said that MM had contacted my endo in March, and the endo faxed in a new script then. There was even a copy of it in my file. I called MM and the guy I spoke to was very nice and couldn't even come up with a lame excuse for why it wasn't shipped, because he said they did get the prescription in March.

I'm on the autoship program but think I'm going to switch. I've already got about 2 years worth of reservoirs stockpiled and really don't need/want anymore. I had called them last year and told them to cut back from 4 boxes to 2, but I can easily go for a year or so before requesting any more.

dont have a darn problem with customer service, i get all my supplies over nighted to me i have them the next day. very good technical support! MM is going down the drain.

[JediSkipdogg]

MM is going down the drain.

They have already gone down. I just hope they aren't the Draino and start sucking other diabetics in with them and their poor service. It would be interesting to see what they would do if you had a rush delivery (Animas has a rush next day and a standard 7-10 day delivery method that you can choose either when ordering.)

[camjen1]

I'm on the autoship program but think I'm going to switch. I've already got about 2 years worth of reservoirs stockpiled and really don't need/want anymore. I had called them last year and told them to cut back from 4 boxes to 2, but I can easily go for a year or so before requesting any more.

I used to be on the autoship program but when my supplies didn't arrive like usualy one month I gave MM a call and there response was that they took me off the autoship. Once again THANKS for calling me. :banghead:

[Cyborg]

I knew proprietary and poor customer service were a poor combination. I am so glad I didn't go with MM. Sorry you are having to deal with them. I heard that other companies are making supplies now for the MM pumps. Can't you get your supplies elsewhere?

[Amanda_Jo22]

Sorry to hear that. I asked Animas about this becuase I was afraid the same thing would happen and they told me the only time I would need a new script is if I changed Dr's.

My Animas script is only good for a year. When I went to order more supplies and my script had run out, Animas called me to let me know that they were contacting my doc for a new script. The next day later, they got the approval and shipped my supplies.

[JediSkipdogg]

My Animas script is only good for a year. When I went to order more supplies and my script had run out, Animas called me to let me know that they were contacting my doc for a new script. The next day later, they got the approval and shipped my supplies.

I've been with Animas for about 3.5 years now and have only sent them one script (besides the orignal one) and that was when I switched doctors. Maybe they do do it automatically just to make sure the person is still on a pump so they don't send supplies to peopel for them to sell if they quit pumping.

I'm just happy I've never had a problem getting pump supplies. And even when I made the doctor switch, they still sent my supplies and said they would not send me future orders till the script was on file.

[spike]

I had placed an order for supplies back on the 18th of last month. I checked shipping status because it had not arrived yet and found out that it hasn't even shipped. I called MM and I was told by the rep my prescription expired. I said ok when did it exactly expire? She stated it expired back in December. Ok so how on earth have I been getting supplies for Jan, Feb and March if my prescription expired in 2005.:hmmmm: She was clueless. So now I have to wait a month for them to process a new script.:mad:

I've never had a problem with getting my supplies about a week after I order them. Been doing that for 10 years...

Now the billing department is another story, which I'll skip for now. :)

[camjen1]

I've never had a problem with getting my supplies about a week after I order them. Been doing that for 10 years...

Now the billing department is another story, which I'll skip for now. :)

I don't have a problem getting my supplies either unless it's around that time of year to get a script. And once they do get a script why does it take a whole month to process it?????? :secruity:

[psilocybin]

I don't have a problem getting my supplies either unless it's around that time of year to get a script. And once they do get a script why does it take a whole month to process it?????? :secruity:

maybe it depends on location

[poodlebone]

I'm amazed they didn't tell you when you made the order you didn't have a valid script or that they didn't think of making a courtest call to you. Oh wait, I forgot, Minimed lacks customer service.

Well, Minimed did contact my endo a month before my prescription expired and she faxed a new one. They didn't call me, they went straight to the endo. My problem was that they then didn't process the stupid thing, and I had to call them to get things moving. The CS guy said he'd mark it as a priority and I got them in a few days. It seems that their autoship program needs some work.

[poodlebone]

They have already gone down. I just hope they aren't the Draino and start sucking other diabetics in with them and their poor service. It would be interesting to see what they would do if you had a rush delivery (Animas has a rush next day and a standard 7-10 day delivery method that you can choose either when ordering.)

Minimed has overnighted me sample sets several times. They've sent Serters Next Day Air as well. I don't generally need overnight delivery, since I get 3 months at a time (4 boxes of sets) and when their autoship program is working, I get them in good time. Their normal shipping method is UPS 3 Day Select, which means 3 working days is the longest it will take. They're in CA and I'm in NY and I get my stuff in 2-3 days.

[Jorj Gaidin]

I love minimed. While I haven't really had that many problems getting supplies, I also have never had to pay them anything. As far as I know, they are just giving me the supplies free of charge. I've never paid them for anything and I've never received a bill (2yrs now). ****, isn't that what happens when they give you stuff for free? I've called them a couple times and they don't show any outstanding charges on my account. Maybe someone else is paying them? Anyone want to take credit?

[JediSkipdogg]

I love minimed. While I haven't really had that many problems getting supplies, I also have never had to pay them anything. As far as I know, they are just giving me the supplies free of charge. I've never paid them for anything and I've never received a bill (2yrs now). ****, isn't that what happens when they give you stuff for free? I've called them a couple times and they don't show any outstanding charges on my account. Maybe someone else is paying them? Anyone want to take credit?

I take it your insurance pays 100%. The only other thought is one day you are going to be slapped with a $10000 bill from them and told no more supplies till it's paid off in full. Hopefully it's the first one.

[jeggeman31]

one day you are going to be slapped with a $10000 bill from them and told no more supplies till it's paid off in full.

I have heard them doing that also. No bill for 2 or 3 years, person calls says no money owed and then bam they get a very large bill from them.

[Jorj Gaidin]

Insurance is supposed to pay some... but I don't even get statements from the Insurance stating that they received a claim. I think insurance pays 95%!! Which I think is great, but I don't know how to give Minimed their other money. I should call them and make them send me a statement of my account showing that I don't owe them any money. Then I can have something to support my case in the future. Has anyone tried to do something like this... or have any other good ideas how to get Minimed to actually generate a bill?

[JediSkipdogg]

Insurance is supposed to pay some... but I don't even get statements from the Insurance stating that they received a claim. I think insurance pays 95%!! Which I think is great, but I don't know how to give Minimed their other money. I should call them and make them send me a statement of my account showing that I don't owe them any money. Then I can have something to support my case in the future. Has anyone tried to do something like this... or have any other good ideas how to get Minimed to actually generate a bill?

I would call your insurance company first. Or better yet, if they have a website check on there. I have Humana and they have a website that shows you all bills sent to them, and it shows how much was billed, the agreed rate with my insurance, how much was paid, and what I owe. Although I'm suppose to be paying 20%, my insurance always has what I owe as 0 and what was paid as the full amount.

Insurance would be the first I would check, then try Minimed.

[amccrazgrl]

I know w/ my Cozmo I'm on the auto-mated shipping.
It always comes 2day UPS Air even my replaced side bolus button.

[ToddyC]

I'm just curious -- since people seem to have problems with the MM customer service, why don't people get set up with a supplier instead of dealing directly with MM? I'm using CCS Medical to get all of my stuff and they are great, so I don't have to deal directly with MM.....just curious -- maybe there is an insurance reason or something that you folks have to deal directly with MM.

[Moonlitknight]

Yeah, why do most people seem to buy direct from MM?
Can you not have your pharmacy stock what you need
and get it from them?
That is what I plan to do.

[camjen1]

Insurance is supposed to pay some... but I don't even get statements from the Insurance stating that they received a claim. I think insurance pays 95%!! Which I think is great, but I don't know how to give Minimed their other money. I should call them and make them send me a statement of my account showing that I don't owe them any money. Then I can have something to support my case in the future. Has anyone tried to do something like this... or have any other good ideas how to get Minimed to actually generate a bill?

Uh oh I smell trouble brewing here! I would call and find out right away about what your responsible for. MM has many billing issues and sometimes don't even send a bill until 2 years after the date of the charge. You might have a bill accumalating and you don't even know it. If you do have a bill you might want to catch it before it gets way over your head and possibly delay anymore supplies you get through them. My insurance pays 100% but MM try to send me a bill regarding reservoirs a year after they sent me the box of reservoirs. They more or less said oops your insurance did pay for this awhile back and we were wondering if you don't mind paying for them now a 1 1/2 years later.

[JediSkipdogg]

Yeah, why do most people seem to buy direct from MM?
Can you not have your pharmacy stock what you need
and get it from them?
That is what I plan to do.

In the US pharmacies don't carry any pump supplies. You have to buy them from the pump manufacturers or somewhere like ebay. The pump maker that you use is the easiest to buy them from though and that is why many are now carrying infusion sets that other pump makers specialize in. It allows a wider selection of what you can choose from then.

[camjen1]

:laugh: Someone must have put a bug up MM's arse because they called just a few minutes ago and apologized for the inconvenience and said my order would be shipped on Monday.

[ToddyC]

In the US pharmacies don't carry any pump supplies. You have to buy them from the pump manufacturers or somewhere like ebay. The pump maker that you use is the easiest to buy them from though and that is why many are now carrying infusion sets that other pump makers specialize in. It allows a wider selection of what you can choose from then.

I'm in the US and I don't buy direct from the manufacturer. I get it from a medical supply place (CCS Medical -- www.ccsmed.com). The carry all of my MM supplies, and they handle all of my insurance billing and claims. I don't have to deal with MM for anything. They even work directly with my doctor for the prescriptions so I don't have to get a prescription and then send it to them...they just talk directly with my doctor and have all the prescriptions -- they then send me a 90 day supply of everything...test strips, insulin, all the pump supplies.

[JediSkipdogg]

I'm in the US and I don't buy direct from the manufacturer. I get it from a medical supply place (CCS Medical -- www.ccsmed.com). The carry all of my MM supplies, and they handle all of my insurance billing and claims. I don't have to deal with MM for anything. They even work directly with my doctor for the prescriptions so I don't have to get a prescription and then send it to them...they just talk directly with my doctor and have all the prescriptions -- they then send me a 90 day supply of everything...test strips, insulin, all the pump supplies.

They are a different kind of pharmacy. I'm trying to think on what I'd classify them as. I guess I classify them as the assisted/retired living pharmacy supply company, since most (if not all) of their advertising shows them helping the elderly out.

When I think pharmacies I think Krogers, Target, Walgreens, Sams, etc. And none of those that I know of carry pump supplies or can even order them. Not even the mail order counterparts of those companies.

But pharmicies like you mention most likely can. I think Liberty Mutual is another huge one that can get pump supplies.

:laugh: Someone must have put a bug up MM's arse because they called just a few minutes ago and apologized for the inconvenience and said my order would be shipped on Monday.

Maybe it was Spike shoting a spike up their....nevermind, fill in the rest.

[poodlebone]

I get my supplies directly from Minimed because it's easier for the endo/CDE to deal with (faxing in scripts) and because my insurance pays 100%. I've also heard horror storied about Minimed billing a year or two after the fact. I save the EOBs that I get from my insurance. They show what Minimed claimed (their retail list price), what my insurance pays (the rate they have contracted with MM) and my responsibility which is always $0. There's even a little blurb on it saying that insurance has paid the contracted price and I owe nothing.

I can also check claims online through my insurance company's web site, and print out an EOB from there as well.

[ToddyC]

They are a different kind of pharmacy. I'm trying to think on what I'd classify them as. I guess I classify them as the assisted/retired living pharmacy supply company, since most (if not all) of their advertising shows them helping the elderly out.

I can see why you'd think they are for elderly since they do seem to specialize in Medicare. However, they work with anyone and with many other companies, such as mine -- I have Blue Cross Federal Employee insurance which doesn't have a contract with Minimed but does have one with CCS Medical, so that's a big reason I'm using them. Maybe I'm lucky that my insurance doesn't have a contract directly with Minimed, which causes me to use a mail order pharmacy instead :)

[Belinda]

I'm amazed they didn't tell you when you made the order you didn't have a valid script or that they didn't think of making a courtest call to you. Oh wait, I forgot, Minimed lacks customer service.


I just called MM on Monday and they were extremely nice!!!!!! Who are you people calling??????? I asked about my script for supplies and she told me that each year they send out a blanket script to the doctors to get them for the patients. This is why I was still getting 3 months supplies. I had called to tell them not to send any for an allotted time. She informed me that my script will run out in 11 months since THEY had just renewed it with my endo. I guess those having a hard time with them maybe getting the WRONG rep everytime...this has not happened to me (YET):king:

[Dewey]

I just called MM on Monday and they were extremely nice!!!!!! Who are you people calling??????? I asked about my script for supplies and she told me that each year they send out a blanket script to the doctors to get them for the patients. This is why I was still getting 3 months supplies. I had called to tell them not to send any for an allotted time. She informed me that my script will run out in 11 months since THEY had just renewed it with my endo. I guess those having a hard time with them maybe getting the WRONG rep everytime...this has not happened to me (YET):king:
You are very fortunate, Belinda. As with other things, people's experiences will vary. I used to have some great reps with MM, but it seemed that when Medtronic took over (& when I upgraded to the Paradigm systems), the customer service went downhill. Experiences vary from person to person, and not everyone's fortunate enough to get "great reps" all the time. I personally never had a problem getting supplies from them, but when I had an issue with upgrade pricing, they didn't want to do a thing to help.

[spike]

You are very fortunate, Belinda. As with other things, people's experiences will vary. I used to have some great reps with MM, but it seemed that when Medtronic took over (& when I upgraded to the Paradigm systems), the customer service went downhill. Experiences vary from person to person, and not everyone's fortunate enough to get "great reps" all the time. I personally never had a problem getting supplies from them, but when I had an issue with upgrade pricing, they didn't want to do a thing to help.

I've noticed an improvement in their CS lately, so maybe Belinda's experience isn't all that uncommon. They found some sets for me when they have been on backorder, and shipped them promptly. I can't fault their reps friendliness, either.

[am1977]

Not trying to start anything here, BUT... :whistling

Spike, it seems almost like you are a little too defensive when it comes to people expressing their opinion of MM, especially if it's not something positive. I've noticed it a lot in your past postings, but now I'm really curious :hmmmm:. Are you a Rep for MM or work for them in some way?

Like I said, I'm just wondering...

[spike]

Not trying to start anything here, BUT... :whistling

Spike, it seems almost like you are a little too defensive when it comes to people expressing their opinion of MM, especially if it's not something positive. I've noticed it a lot in your past postings, but now I'm really curious :hmmmm:. Are you a Rep for MM or work for them in some way?

Like I said, I'm just wondering...


LOL! You apparently haven't read my complaints about MM. Nor have you read my complaints to the FDA, either.

Your assumptions couldn't be more wrong.

I'm just telling it like it is, when I said their service seems to have improved a bit. Pardon me for telling the truth!!!

I consider your comment about working for them HIGHLY OFFENSIVE.

[am1977]

Sorry I offended you, wasn't my intention, but honestly that this was something that crossed my mind. I apologize :s:

[psilocybin]

LOL! You apparently haven't read my complaints about MM. Nor have you read my complaints to the FDA, either.

Your assumptions couldn't be more wrong.[/B]

I'm just telling it like it is, when I said their service seems to have improved a bit. Pardon me for telling the truth!!!

I consider your comment about working for them HIGHLY OFFENSIVE.

take it easy man... service is obviously not the same for everyone..some people have luck, most dont!

[jeggeman31]

I apologize


I see no reason at all to apologize. You did nothing wrong!

[psilocybin]

I see no reason at all to apologize. You did nothing wrong!

agreed...dont appologize for something like this..people have problems with mm and someone is taking this totally to seriously its not your fault mm service is...whats the term im looking for uhmmm..the worst

[camjen1]

I know spike has had issues with MM but maybe he is now seeing the better side of MM. :hmmmm: Maybe some rep's monitor this site and report back to commando? Nahhhhhh I don't think they would make a change overnight based on only a few people's complaints.

To clarify I have talked to many rep's in my days and before I call I pray that I get the rep that didn't awake on the wrong side of the bed. I have had my fair share of decent and very helpful rep's. I think the rep's that get me the most are the one's you talk to when you need a pump replaced. My standard reply now is my bs is 92, no I didn't drop it, no it wasn't submerged in water and yes I use energizer batteries. :)

[psilocybin]

I know spike has had issues with MM but maybe he is now seeing the better side of MM. :hmmmm: Maybe some rep's monitor this site and report back to commando? Nahhhhhh I don't think they would make a change overnight based on only a few people's complaints.

To clarify I have talked to many rep's in my days and before I call I pray that I get the rep that didn't awake on the wrong side of the bed. I have had my fair share of decent and very helpful rep's. I think the rep's that get me the most are the one's you talk to when you need a pump replaced. My standard reply now is my bs is 92, no I didn't drop it, no it wasn't submerged in water and yes I use energizer batteries. :)

thats rediculous customer service..

[am1977]

I see no reason at all to apologize. You did nothing wrong!

Well, I apparently offended Spike w/ my question... though, I'm not sure exacly why he would take offense to it. I thought it was a pretty innocent question, but I guess there is no such thing. :dontknow:.

[psilocybin]

Well, I apparently offended Spike w/ my question... though, I'm not sure exacly why he would take offense to it. I thought it was a pretty innocent question, but I guess there is no such thing. :dontknow:.

some people just take things wrong...or way to seriously..dont worry about it =]

[am1977]

some people just take things wrong...or way to seriously..dont worry about it =]


No, I'm well aware of that :wink:

[Belinda]

I've noticed an improvement in their CS lately, so maybe Belinda's experience isn't all that uncommon. They found some sets for me when they have been on backorder, and shipped them promptly. I can't fault their reps friendliness, either.


That has been my experience with MM since I started pumping over 8 years ago. The only problem that arose once was about a bill. I called and it was taken care of then. I did have to wait about 2 billing cycles to get it right on paper but I just disregarded the statements until the right one came in. Maybe my name is tagged somehow since I did research for them (it is an idea....)

[Dewey]

I've noticed an improvement in their CS lately, so maybe Belinda's experience isn't all that uncommon. They found some sets for me when they have been on backorder, and shipped them promptly. I can't fault their reps friendliness, either.
You're right here, Spike. It's been a while since I've dealt with them, so am stating experiences from those last few times. With Sandi, I'm not sure why she's been getting the brunt of sales reps. :dontknow: One thing I've noticed is that each person has different interactions with companies, no matter who they're with. Hopefully this whole thing will be resolved in your favor Sandi, or perhaps you can get a new (& better) rep.

[jillsp]

I've had good and bad. In terms of supplies or getting me a replacement pump they have bent over backwards for me. Even sending me extra supplies when I stupidly left my bag at home when I went out of town for a week. I had everything I needed next day. BUT, 2.5 years after getting my pump I received a bill for $1,050. I had no idea what it was for and went through **** getting a statement from them. When I got my pump I had insurance that covered 80% and my husbands insurance covered the rest. About a year after I got my pump, my husband quit his job and started his own business so got on my insurance. I guess they got mixed up and were trying to bill me for the 20% that my husbands insurance picked up, but by the time the hit his company up ( literally 2 years later) they said he was no longer employed blah blah blah. We had to go back and proved the dates he was employed and that I was covered at the time. TOTAL NIGHTMARE and it took me a year to get it all straightened out. Good news, I didn't have to pay!!!! I've been happy otherwise. I promise, no company is perfect....

[Shotokan]

Jillsp's experience is the very reason I won't consider a MM pump. I simply am not willing to risk going through those kinds of billing problems. I know it doesn't happen to the majority of MM customers, but it's happened to enough of them to give me pause.

[jeggeman31]

Jillsp's experience is the very reason I won't consider a MM pump. I simply am not willing to risk going through those kinds of billing problems. I know it doesn't happen to the majority of MM customers, but it's happened to enough of them to give me pause.


And I have NEVER heard it happening with the other pump companies. From what I have heard on this board, MM will NEVER get a pump on me (unless it is the last company on earth to sell them :king: )

[Funnygrl]

And I have NEVER heard it happening with the other pump companies. From what I have heard on this board, MM will NEVER get a pump on me (unless it is the last company on earth to sell them :king: )
That's exactly it. I understand MM is mostly good. I understand that they are the biggest company so they are bound to have more complaints. But I have never heard of complaints from Cozmo or Animas users. So why would I go with MM? And customer service was not the only reason I didn't get MM. I also wanted a waterproof pump that took standard sets.

[camjen1]

How about getting a call that the pump you thought was waterproof (and that played a big role in the reason you bought it) is not waterproof like they said it was? Tough luck!

[JediSkipdogg]

...that took standard sets.

I still don't understand why they don't. But I guess they see they own a large enough share of the market (somewhere around 80%) that they don't need to worry about losing a few people because of that.

[Tim_Roy]

Maybe some rep's monitor this site and report back to commando?

I know lots of people have had bad customer service from them (another reason I went with Animas for my new pump). I don't think you really need to accuse their management of not wearing underwear.

[Carwy]

I don't think you really need to accuse their management of not wearing underwear.
I was asked if I know what this means and I do not have a clue. So would you please explain for the challenged.

[lelggren]

I was asked if I know what this means and I do not have a clue. So would you please explain for the challenged.
Going commando can also mean going naked. Hence, no underwear.