Re: [IPk] Medtronic - don't appear to care about pump being broken - anyone else had a similar problem
Re: Helpline service and replacement pump service from Medtronic.
Having just read the emails regarding this, I would like to say in their
defence that I have always found the helpline service when transferred to
the USA excellent and the UK service abysmal, to such an extent that I
would only now ring outside office hours to ensure call transfer to USA. The
UK office always tries to insist that the user is at fault and offered to
meet with myself and my DSN to check whether my insertion technique was
correct when I had major problems with air - this was with their 508 pump,
which failed twice in 2 years and 3 months and both times was replaced the
day following them receiving information from their USA helpline on a Monday
morning telling them that it needed replacing. With the air problem they
insisted if it was not caused by my resiting technique, it was due to my
excess static electricity (ridiculed by my DSN!), but suffice it to say, in
20 months on their Paradigm 508 or 708 (?) both causes now seem to have
My second replacement pump was sent to my work address so that I would
receive it earlier in the day and they also sent me a new spare pump to take
abroad on holiday a few days later at my request because 2 pumps had failed,
with a return package and pre-paid label.
However, in view of others' comments, I will now check with my DSN whether
spare pumps are available at my clinic for emergency use.
On Sat, Aug 21, 2010 at 9:09 PM, Nanette Chana Freedman <
email @ redacted> wrote:
> Hi Helen,
> some of this sounds weird.
> Lots of women pumpers (myself included) keep the pump in their bra most of
> the time. I haven't ever used a Medtronic pump so can't comment on the issue
> of damage by small amounts of sweat - doesn't sound very reasonable or
> practical if that is the case - and if really an important issue, why don't
> they warn you in the first place not to do this? I have heard that some
> people first put the pump in a cotton baby sock before putting it in their
> bra - that might protect it from sweat for the future.
> Also if they really had an issue of delivering it because of the distance,
> might they not be amenable to having you or someone else pick it up from
> some less distant address? I know I have been offered options like that,
> though in the end it never proved necessary.
> Good luck in any event
> ----- Original Message ----- From: "Stehelndd" <email @ redacted>
> To: <email @ redacted>
> Sent: Saturday, August 21, 2010 1:30 PM
> Subject: Re: [IPk] Medtronic - don't appear to care about pump being broken
> - anyone else had a similar problem
>> I think what is causing the problem here is that when I, and I know
>> have called Medtronic (I was on a Thursday evening) they were lss than
>> understanding and could give not practical advice. I don't have access to
>> DSN and a clinic except in one Friday every three or four weeks., and
>> certainly not on a Thursday at 8pm. Some years ago, when I first started
>> pumping, I found Medtronic were very helpful and gave out practical
>> but that appears to have stopped now. Then being told to have a wonderful
>> evening and asked was I doing anything special and fun wasn't exactly,
>> mid-panic and upset, what I wanted to hear. Then asked if I thought thew
>> service was excellent made me speechless!
>> I then spoke to someone on the Friday morning at 9am but they were still
>> saying the pump would not arrive until Monday. I did not feel this was
>> service. It was also said if I lived nearer the depot, then it would have
>> been able to be delivered the same day (Friday). This does not seem fair,
>> either, it's not like we are days away. But it upset me that they said
>> would complain to my team that they should provide an all round service
>> spares and a rep 24 hours. And pass the 'considerbale cost' on to them.
>> enough the rep. I had no idea one was available. They were astounded by
>> that. But it made me feel guilty for asking for another pump. I was in
>> after putting the 'phone down as I had no idea if the pump was going to
>> arrive or not; had had a sleepless night and thought I was in for another
>> two and felt as though I had been told off and caused trouble. Neither did
>> they send an SAE as promised to return the pump (supposed to give it to
>> deliverer but it was delivered while I was at work and he never asked not
>> offered to take the old one back). So, now I have a pump, no remote,
>> nothing, and no idea how to return my other pump. Don't fancy the cost of
>> half-hour on hold to ask how to return the old one. (Not so old either,
>> a year).
>> Incidentally, I was asked whereI keep my pump. In my bra 99% of the time.
>> This is apparently the problem. Medtronic pumps are damaged by small
>> of sweat and this causes the button errors.
>> Hmmm. Not a lot I can do re: this. My clothes don't all have pockets and
>> last time I put it in my jeans pocket I was hit by some elses shopping
>> trolley and it dented the pump!
>> Just my two pennies worth.
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