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Re: [IP] Rough weekend...

Hmmm.. Disetronics was pretty cool for me.. I had started on the pump and had X
amount of supplies and before I knew it they ran out, and when I tried to
reorder there was a problem with my insurance, which I realized and knew it
would take awhile to iron out.. Since I was on my last set I would have to go
back to shots so I called Disetronic and asked them if they could FedEx me some
samples which they did.. First they said they would sent it the slow way, but it
came like next day..I was so happy at them...
People on here kept saying that Disetronic service was bad, but I don't believe
But Greg, didn't you bring some needles and some insulin with you? If I were
girlfriend I wouldn't have been very happy with you wasting all that time trying
to get some new sets, instead of enjoying the weekend.  I don't know what you
mean by wanting emergency shipping on the sets, but if you mean same day I
wouldn't have approved it.. next day, maybe..
Disetronics, is still a business to make money, not just grant everyone's
whims.. I think you are being a bit harsh on them.. .. I remember thinking about
how great Saturn customer service would be when I bought a Saturn.. I had such
high expectations that didn't turn out, but then I remembered that they were
still a business that couldn't just grant everything I wanted them too or they'd
go broke...

p.s. From my experience though Greg, even the best customer service companies
tell their customers no on a lot of requests.. I was told no too at first.. but
I kept asking.. what I found out is that the clerk I was talking to didn't have
the authority to approve it and was just saying no because that's all the
authority she had..  But luckily she decided to ask someone higher up before I
had to... TIP:only ask the people who can grant what you want, not just tell you
NO.  You will get nowhere by asking people who have no authority to grant what
you want.. it leads to insanity and frustration...
just some ideas..

Greg Legowski wrote:

> So this weekend my girlfriend (who lives in New York City) and I
> (Pittsburgh) decide to get away together.  We go off to Wilmington,
> Delaware, a cute teeny little city on the East Coast about a half-hour south
> of Philly (unusual spot for a vacation, maybe, but really rather nice, and
> simple for both of us to get to)
> Anyway, when I travel, I always bring extra pump supplies, because you never
> know what's going to happen.  In this case, I brought 2 extra infusion sets
> along with tape, etc.
> Friday night, the set I was using comes out in the tub.  NEVER happened
> before -- the whole Tender just literally floated away!  Caught that early,
> so no harm done to the BG levels, but there goes one of my backups, and the
> weekend's just starting.  Verify the set's working, then go to bed.  Next
> morning, wake up 135, which isn't my best but isn't terrible, either, so the
> set's working.  Or so you'd think...
> Saturday, we decide to drive up to Philly.  Out of habit, I take the
> remaining backup set with me in my belt bag.  Damn good thing, too.  Not
> sure what happened, but while we're walking around I realize I'm starting to
> feel REALLY bad.  As in REALLY high.  Do a blood test, and it's the highest
> I can EVER remember seeing since home BG meters first came out -- 540!
> Something THAT high, unexplained, I decide I'd better change the set.  So
> there goes my other backup.  Then I bolus 5 (Humalog) -- at an hour, BG's
> down below 400.  At 2 hours, 220.  Levels off at 140 in about 3 hours.
> Amazing stuff, that humalog...
> But now I'm on vacation, with another day to go, with no remaining backup
> infusion sets.  Probably won't need another, but who'd have expected to need
> both backups in just over 12 hours?!?  So while sitting in a park waiting
> for my BG to come down (this is right after changing the set) I call the 800
> number on the back of the pump and ask Diesetronics if there's any way I can
> get backup sets emergency-shipped to our hotel.  Fellow pumpers at the local
> pump club have reported having things like this done, so I figure it
> shouldn't be a problem, right?  I'm told nope, they can't do that, I'm (get
> this) ON MY OWN.  Yikes, thanks guys.  Now, Ok, when I called I wasn't
> feeling 100% and I might have misunderstood something, but the answer on not
> shipping the sets was pretty damn clear.  What if I were (for example) on an
> extended trip and would be NEEDING to change sets and my luggage was stolen
> or something -- would I be SOL then too?
> So now we're waiting and hoping my BG will come down, and worried about not
> having any more infusion sets on hand.  Edith and I decide to go to a local
> hospital in Philly and see if they can help.  They were INCREDIBLY helpful,
> to the point of attempting to call Diesetronics themselves, but the best
> they can offer is giving me shots if that becomes necessary.  Which I knew
> would be an option, but not one I was looking forward to ;-)
> So the trip to the hospital was ultimately fruitless, but was still a big
> relief (knowing I was right where help was available in case my BG continued
> to climb, and getting what I hoped was an option confirmed.  The triage
> nurse who helped me was really incredible, and I wish I'd taken her name
> down -- she deserves at least a card.  Comforting, helpful, and didn't even
> ask for any insurance info or my address -- she specifically said I wouldn't
> billed for anything unless they ultimately had to "treat" me :-)
> Fortunately the rest of the weekend went relatively smoothly.  BG is still
> drifting a bit towards the high side, but that seems to be a residual effect
> from having gone so high before (normal for me, although that was by far the
> highest I've seen!)
> I'm now far less enthused at Diesetronics now than I used to be.  When I
> first started the pump 2 years ago their customer service was GREAT.  I
> hadn't needed it again until recently, but I was less than impressed.
> Comments/suggestions?  I'm planning on writing a letter to Diesetronics
> tomorrow asking for an explanation.
> --Greg             ICQ# 1686721            http://www.pobox.com/~gregleg
> "You were supposed to start annoying me by now, not make me miss you..."
>   -- Edith Wilson
> Insulin-Pumpers website   http://www.bizsystems.com/Diabetes/

Insulin-Pumpers website   http://www.bizsystems.com/Diabetes/