Any gripes about...Deltec/CozMore service ?

Just_Plain_John · #1 (**permalink**) 10-25-2006, 11:53 AM

I've done a saline trial with one brand of pump, and used the Web simulators for two other brands. I've talked with a local pumpers group and a dia-buddy about their pumps.

I've heard complaints about service from SOME organizations (billing fiascoes, etc). But I really haven't heard many gripes about the Deltec Cozmore pump or the service/supply organization for it.

SO, lets hear it folks ! Anything to vent about Cozmore pumpers ? Dish it out, I'm getting ready to decide soon, and I'm looking for "trouble tales" !

samsmom · #2 (**permalink**) 10-25-2006, 11:59 AM

I guess i only have one complaint...when i was being trained on how to use my sons cozmo pump, the trainer was AWFUL....childrens hospital was ready to not authorize any more cozmo pumps.....but i called my rep and told him and the trainer was immeditally replaced!!! the new trainer came to my house and went over everything again..she did not leave until i knew exactly what i was doing!! so i guess it was a complaint...but deltec took care of it right away.....sorry i know you were looking for something bad, but thats all i have!!

oh i jsut thought of one...i wish that the you did not have to be in the "rest" mode for the light to come on.......pretty sorry excuse for a complaint huh??

shannon

duck · #3 (**permalink**) 10-25-2006, 12:13 PM

Smiths' Customer Service has been excellent with me. No complaints, and I think I'm relatively hard to please.

egi · #4 (**permalink**) 10-25-2006, 12:29 PM

We had demos from Minimed, Deltec, and Animas and at some point had
all three pumps with us to play with.

We also decided to go with the Deltec Cozmo and just got our office to
send the paperwork to the company today.

One issue I had with Deltec support is that when we did try to call all 3
companies, at 10pm on a Sunday, with a pump question, we were on
hold for 10 minutes with Deltec before we got to speak to their answering
service. Animas answering service replied within 2 minutes and with
Minimed, I actually got to talk to a knowledgeable pump person right away -
no answering service.

I discussed this issue with Deltec and was told that they are training new
customer service reps, and this issue should be solved by next month.

So, yes, this is a complaint, but we still like Cozmo the best for the features
and the customization capabilities.

I second the issue with the back light. I think it should be accessible at any
time both for turning on or off. Hopefully it will be fixed in a software
upgrade soon.

koblenz · #5 (**permalink**) 10-25-2006, 12:30 PM

So far, no complaints with Smith's service. I have found them to be quite helpful and professional.

Keeping fingers crossed!

Funnygrl · #6 (**permalink**) 10-25-2006, 12:52 PM

Quote:

Originally Posted by samsmom

oh i jsut thought of one...i wish that the you did not have to be in the "rest" mode for the light to come on.......pretty sorry excuse for a complaint huh??

Well that's supposedly being taken care of in the next FREE software upgrade.

No complaints about customer service here.

Dewey · #7 (**permalink**) 10-25-2006, 02:15 PM

Sorry I can't offer complaints, as I use it for my primary pump (own both it & the Animas IR1250).

Customer service is great, not had any problems with the pump (that would be worth mentioning) and the Free upgrades have been definitely awesome!

The next upgrade is free if one opts to do the software. However, if you want to get a "pump of a different color," it will cost about $100 or so. Still not bad.

sedita · #8 (**permalink**) 10-25-2006, 04:35 PM

Not much experience with them. But when I decided to go with the cozmo, I called that morning. By noon or so, the local rep called and said she was at my endos to get the letter of medical necessity. later that night I recieved a call saying everything was set and they just needed to know what kind of infusion sets I wanted.

I did call to have them inquire about my insurance coverage previously, so that may have sped up the process. So far I think they have been great.

JungleJim · #9 (**permalink**) 10-25-2006, 05:58 PM

Had the Cozmo for nearly 3 years now and love the pump and the service I have recieved.

caryj · #10 (**permalink**) 10-25-2006, 07:40 PM

I've been on the Cozmo for more than 2 years now. Their customer service used to be merely OK (it was hard to get someone on the phone at the begining). But an experience I had about 2 months ago made me think even more highly of their commitments. It was about 2am on a Saturday night, I had just gotten home from a night out with my buddies, I ate a snack, bolused, and my pump shut off, and rebooted (scary). I called up Deltec, got the answering service, then they called me back in about 10 minutes. They told me they'd have a new pump COURIERED to me by Noon, that morning (on a Sunday, no less). So Sunday at 9am I get a call from DHL Courrier service asking if I'm home to take delievery -- the package is about to get off the plane. Around 11am, the DHL guy came and dropped off a new pump.

This must have cost a fortune to ship me a new pump in less than 12 hours. THAT was customer service.

Shotokan · #11 (**permalink**) 10-25-2006, 09:05 PM

I've had a Cozmo for about 6 months and the customer service has been outstanding. They let me do a 30-day trial with insulin to help me decide which pump to get (so did Animas). I went to Madrid recently and they provided a backup pump at no charge. I didn't need the backup, but it was comforting to know it was there in case I did need it. I use the Cleo infusion sets. I told my rep that I was worried about having enough of them in reserve during my trip (2 weeks) because I wanted to take twice as many as I thought I would need. They overnighted two boxes of Cleos at no charge. That was AWESOME.

FrankDr · #12 (**permalink**) 10-26-2006, 12:33 AM

I've had my Cozmo for 10 months and haven't had anything but good experiences. I called a few times to change my set orders, exchange sets etc until I found what worked best for me. All the exchanges and returns were all free. I actually felt bad and wanted to pay shipping one-way at least.

I haven't had any other brands to compare against, but I can't imagine getting better service.

Later -

David · #13 (**permalink**) 10-26-2006, 05:08 AM

I've been using a Cozmo since 4/05 and have had no issues with customer service. I've only had to call them once though, when I dropped it in the toilet after bouncing off the porcelain. The pump came out unscathed but the Cozmonitor which isn't waterproof no longer worked. I called them, told them what happened and had a replacement the next day.

David

(BTW, after drying out, the dunked Cozmonitor worked again)

DesertCoyote93 · #14 (**permalink**) 10-26-2006, 05:17 PM

I have used the Deltec Cosmo for a year and have had no problems with it..

However, the blood glucose meter on the back of the pump was giving me false numbers. So I have to use a Freestyle Flash meter to test my sugar.

Shotokan · #15 (**permalink**) 10-26-2006, 05:22 PM

Quote:

Originally Posted by DesertCoyote93

I have used the Deltec Cosmo for a year and have had no problems with it..

However, the blood glucose meter on the back of the pump was giving me false numbers. So I have to use a Freestyle Flash meter to test my sugar.

DesertCoyote: Call Smiths and tell them you have a faulty meter. I'm sure that they will send you another one. The meter on my trial pump gave good readings and the meter on my permanent pump has also given good readings.