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Re: [IPp] Omnipod customer service

Well I can totally relate to what you are saying.  We never had a real  
sales rep experience with Omnipod.  We contacted the local one - he  
was kind, answered our questions, but referred us to our endo for the  
most part.  Our endo didn't even present the Omnipod as an option  
telling us it would never work on our son because he was 4, but we  
insisted and we got it and we love it.

We also had a less than great experience with our trainer - but we got  
trained and I never needed to contact her again.

Customer service that we contact today is very responsive.  I have  
always had a good outcome when I contact them.  They don't necessarily  
always give consistent answers, but again I have never had a bad  
experience and they are always very very quick to respond.  And I have  
had some very great experiences with their customer service.

Although I understand that you could have a bad taste in your mouth  
from this experience (I would completely feel the same way) I would  
base your decision on the ongoing customer service you will get as I  
don't know why you would ever need to contact the sales rep again, and  
more importantly on the features of the pump that you want and fit  
your lifestyle.  All I can say is we love it, I would be very very  
very sad if someone told me we had to give it up and I have always  
been pleased with any customer service outcome I have had.

They however should give a little more attention to the front line  
they send out to represent their product!!


Lorraine Sisto
email @ redacted

On Jul 2, 2008, at 7:46 PM, Lisa Hepner wrote:
> We are pump shopping and we contacted Omnipod to see about having a  
> rep come
> out to do a demo.  The rep came out and smelled like cigarette  
> smoke, but
> was really nice so we gave her the benefit of the doubt.  She was at  
> our
> house for an hour and met all of us when she was going over the  
> pump.  We
> really like the Omnipod, but I can't say that our experience with  
> the rep
> has been that great.  I have contacted her a few times and we saw  
> her at
> diabetes camp and she has treated us like she has never had any  
> interaction
> with her every time we contact her.  It is so weird.
> The funny thing is that she was really interested in getting an "in"  
> at our
> doctor's office because he only recommends one pump to his patients  
> and is
> pretty anti Omnipod.  It is just really weird.  When we saw her at  
> camp she
> had just been at our house a couple of weeks prior and knew we were  
> going to
> be at this particular camp yet she just looked at us blankly and  
> introduced
> herself to us as if she had never met us.
> In comparison we met with the Animas rep who not only wears a pump,  
> she knew
> about 75% of the same people that we know because the world of  
> diabetes is
> such a small one and most of us parents know each other.  She was  
> awesome
> with follow-up and even had somebody call us to tell us our exact  
> cost if we
> were to go with Animas.  We also saw her at camp and she totally  
> remembered
> us.
> Now, is this silly of me to expect more from the Omnipod rep?  Once  
> we make
> the pump decision how much contact would we really have with our rep  
> anyway?
> I can't help but think that if her motivation to sell to us is not  
> so good
> now, how will it be once we actually make the purchase.  My husband  
> is in
> sales and he has a huge client base and he was also totally turned  
> off in
> that every time we talk to the Omnipod rep we start at square one.
> Any thoughts on this?  We really like the idea of the Omnipod, but  
> now I am
> so hesitant.
> .
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