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Re: [IPk] customer service at medtronic moan!

I've had both good and bad experiences with Medtronic.
The best way to deal with them is to make sure you get the name of the 
person you speak to the first time and then keep asking for the same 
person. Keep ringing every hour if they don't ring back, and remind them 
they promised to ring back and haven't. Usually this works pretty well. 
If they say they'll ring back, ask them exactly when, and if they don't, 
then ring them back and keep going until you get it sorted.

My bugbear is that they keep delivering to my home address when I've 
asked them to deliver to my work address. Which is annoying as I'm not 
in usually (though sometimes my neighbour will take it for me). Last 
time they said that they have decided not to store the delivery details 
on their computer as it leads to confusion!!!! So they have to take down 
the delivery address every time you order! Well they still managed to 
deliver to my home address when they did that! Next time I am going to 
remind them that they keep delivering to the wrong address and that if 
they stuff it up this time I am going to change suppliers!


email @ redacted wrote:
 > if robs the same guy i've got the last 5 times i've rung (in 4 weeks) then
> useless lol, very kind and tries to be helpful but useless(either that or e
> systems useless). I rang and they couldnt find my details so they rang my
> diabetes nurse who gave them the details i'd tried to give but they'd refused
 > and so they decided it was soirted and rang me to say so leaving a message
 > my mum to reorder, which i did then hey presto, 20 minutes later the phone
> and they can't deliver them because they havent got the invoice details so he
> rings diabetes centre who give him details but guess what, still cant get it
> sorted even though it was meant to be sorted from day 1 so i was promised to
> have them by the weekend and have a guess, yp, nothing at the weekend, so
> guaranteed them by wednesday and still no delivery, kept ringing but decided
 > tuesday last week to go get somefrom diabetes centre and about 3 hours later
> van arrives containing the stuff i'd tried to order 3
>  weeks before hand lol.
 > I'd been thinking accuchek were getting bad having got a bout 3 orders wrong
> in 4 years but if there was an award for incompetance i would most certainly
> award it to medtronic!
>   So to sum up how medtronic customer service is i would say disgustingly
> atrocious (although the phone people seem nice and understanding)
>   Sammy
> Florence Normand <email @ redacted> wrote:
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> us continue to provide service to the diabetes community.
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> Hi Loretta, 
 > I do not post very often (if at all) to the list, but i thought I would
 > your Email as I really think that customer service is absolutely apoling!
> SBe warned, this is a big moan :-)!
> I had my pump since August, and made 3 orders with Medtronic. I had problems
>  with 2 of them. The first order was fine. When I placed my second order,
> somehow
> they lost the PCT confirmation about the fundings, so I got the supplies 1
>  months after I first ordered them .... and after several phone call as they
> tend
> to forget you very quickly.
> My last experience, last week, was also a bit of a disaster, and I am still
> very wounded up about it.
 > I placed the order. A few hours later, they left a message saying that I
>  to call them back. I called them, and ..... they could not tell me what I
> needed
>  to phone them. I received the order as planned, however I realised they took
> the
 > order wrong and ended up with 7 boxes of the wrong stuff. I phoned them
> them that they needed to send me the correct items. they said they will come
 > back to me in 20 min ... 48 hours after, no answer. So I phoned back .... and
> it
>  was just like I have not phoned before. This time, I got a new guy, Rob, who
> was
 > very nice and friendly. As he had to check about procedures, he said he had
>  ask someone else to phone me back. This "someone else" said that the driver
> will
> phone me to arrange a day and date for the delivery of the new items and the
>  collection of the unwanted items. Nothing happened. i got the correct order,
> but
> I still have the wrong items as no one phoned me!
> I think I will have to send the items back myself, it will be much easier. My
> worry is, will the PCT authorise my next order ?
> I have been with them for less than a year, and as soon as I can change my
> pump, I will go to another supplier.
> hope this helps, 
> Does anyone know if it is possible to complain to the PCT about these kind of
> problems. I htink this is absolutely apoling.
> Thanks, 
> Flo
>> Dear All,
>> I recently enquired at Medtronic about their CGMS and got no response. Which
>> put me off. However today I had an appointment with the Lead Consultant in
> my
>> Diabetic Care and we spoke about CGMS, I am still keen but I want to know.
>> How is the customer care at Medtronic running.
>> I know I sound like a bit of an Old Foggie, but my previous experience of
>> contacting Medtronic -didn't even qualify as care - i.e. no response
>> I would be interested to hear other peoples views.
>> Regard Loretta
> .
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