I wrote about a bad Medtronic experience I had over a month ago now. I wanted to update about how things have been since.
After I did my last post, I was contacted by a Medtronic Social Media team member. They wanted to make my experience better. They were the nicest of nice people. They cared about my concerns and I believe truly wanted to help. I did at that time receive a loaner pump as my current one has buttons that stick as well as other issues. The loaner pump obviously works great.
I was told that I could use the loaner pump while they worked on coming up with a solution for me.
Here is what went down for me. I decided since my insurance company has a contracted rate with Animas I would look at Animas as well as Medtronic(I have had them at least 9 years). Of course the Animas rate was much much cheaper and the customer service superior and by all means at that point I should have went with them. I messed up at this point. I honestly have used the Medtronic Pump so long that I had a hard time adjusting to the idea of something different. I also honestly have a strong desire to work in the Diabetes sales and support field. So my expectations may be high. I am someone who strives to deliver a top notch customer service in my current field, and have the same expectations of whoever helps me.
I can go through and tell you all of the things they did wrong.I am not though as it doesn't all matter and I don't want to write a book. So here is what it boils down to.
1. I provided paperwork on Dec 14, 2012 for financial assistance on recommendation of a Medtronic Associate due to my issues being able to take on an expensive bill in my current financial state. I was informed that day that I was missing paperwork from what I had submitted. I submitted such paperwork right away.
2. I was not told that there was still more missing paperwork till Dec 31st the last day of the year. I had called at least every 3 days asking for a status as the end of the year was coming and I wanted to make sure it got in, because after the new year the price would go up. I was told that they knew about the missing paperwork on Dec 28th, but I was not informed till it was to late on the 31st. I am disappointed that they didn't know the minute I submitted it.
3. I cancelled my order and was upset on the 31st of Dec due to the financial aspect of things collapsing. I missed out on my opportunity to get a pump with Animas, because I fell for the fact that Medtronic was going to try to get my business and felt they could do it in time. It failed. I messed up and I should have moved on.
4. I was emotionally upset over my experiences and posted on here. I was then contacted by a Medtronic Rep. mentioned above about the experience and told they wanted to see if they can get a deal done with me still. I informed them of the situation. They then sent me the loaner pump after asking me questions about my current pump and promised to work on getting me a new pump and that they wanted to talk to higher ups to see what they could do for me.
5. It took a month and half to get a response finally. I could have probably had the response a few days ago, but I failed to answer the phone as I was busy at the time. I was told that the higher ups talked to everyone involved and that they feel that nothing was done wrong and all the right processes were followed and that they can't do anything for me on the price of a new pump. I had accepted this after the December 31st fiasco, but of course was contacted by them. They drug the process on further. I trusted them because I felt I really wanted a Medtronic pump. They are the ones that suggested I try for financial assistance and they are the ones that contacted me again in Jan. So naturally at this point I am even more upset. I spent months trying to make something work that was doomed from the get go.
I had a bad experience with Medtronic the past 2 years and I should have took that as enough information. I don't understand why a bill has to be over 300 dollars in order to make payment arrangements. I had a bill for 250 dollars that they would not make arrangements on. I did pay the bill off and paid a certain amount off each month even though they wouldn't make a plan with me. I called them and asked if they would in the future and they quoted the same 300.00 policy.
I honestly had nothing but a world class experience talking with Animas on the phone. Everyone there has been patient while I went through this stuff with Medtronic. They are always helpful, nice, and honestly top notch. I am surprised and impressed.
That being said though... the 200 unit reservoir for me is small.. and that has been the number 1 reason I avoided pulling that trigger.
So I have to pull the trigger and move on from my long time with Medtronic. I also have to get over the fact that I want a job in the industry and just get a pump while I am still working on my dreams. I may evaluate harsh , but my message is this..
If you have 52 percent market share and are number 1, why kill it with second rate customer experiences. They obviously have some good people working for them, they are just not giving them the full tools to give that experience they should be striving for. If you have the best product and the best experience you are unstoppable. I really think they have left a huge opportunity on the field for other competitors. A lot of this may have to do with insurance and regulations and all sorts of mess out there. However, it all boils down to how you explain things and the perception you give. If you tell me that you did nothing wrong, and imply that myself the customer is wrong and that you can't do anything for me. Why would I go with you. I would have to have absolutely zero pride. If you offer something small, don't present it as small, but present it as look I can't do that much and remain profitable in the decision, but let us do something to try to show you I value your business. If you make a mistake own up to it. Try to make it up to the customer, if with nothing else with good customer service skills.
Anyway... I hope things change.
I will move forward with something else in the next week or two.