RE: [IPp] Omnipod customer service
I'd just like to echo absolutely everything Lorraine says. Couldn't
have said it better myself. I know these decisions are tough. Good
luck with it.
Father to Brian, age 11, dx'd 6/03, pumping OmniPod since 7/06
> -----Original Message-----
> From: email @ redacted
> [mailto:email @ redacted] On Behalf Of
> Lorraine Sisto
> Sent: Wednesday, July 02, 2008 8:10 PM
> To: email @ redacted
> Subject: 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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