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I just tried to reorder the cartridge, infusion set and batteries for my son 's Animas one touch ping, by calling in. They have a new automated ordering system, that asks for zip code, DOB(MMDDYY) and a few questions. It then repeats your last order and asks if you want to order it today. I answered no, because I just wanted to change the color of the infusion set, so the system transfers you to a number that rang a minimum of 30 times, at which time I quit counting, and it might have gone 20 more times, with no one or no system picking up! I ended up ordering online.

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Hmmm. I haven't had that problem, but I ignore all "automatic ordering" options and make sure to speak to a person. I have definitely had problems with online ordering and when I mention this to the agents they agree that it's not too good. I sometimes order online and then call if it stays saying "in process" for too many days. I need to do that more often than not. Sometimes the problem is one that's specific to me, like Medicare's ridiculous demands or my incredibly negligent doctor's office. But if there is any kind of issue at all it just says "in process" endlessly and you don't know why, so I find calling best. or since I hate the phone, ordering online if I have time till I need things and then checking back to see if it's stuck in "in process" mode.

I will be watching the order, and will call if it stays 'in process' to long. I could not figure out how to opt out of the automated system, and it was new to me (wasn't there for the last order) I guess you can mess up the zip code and /or DOB and it might kick you to a real person. Have to see on the next order.

I always call and speak to a representative, especially if I am changing the colors of my son's infusion set. The automated phone line doesn't work for me.

Hi Joe. That sounds frustrating.

I've always gone through a rep too for ordering my supplies but that's not something I suppose any of us would expect to happen regardless of which method we'd chosen. Hopefully not an everyday occurrence.

Did you call again and get through to a real person?

No, I called multiple times, and never got through even though I let the phone ring a minimum of 20 times. I ended up ordering online. I also emailed, and have gotten a response from someone at animas (I think actually a contractor of Animas (not a big deal). She wanted a number to talk to me, so I have responded and will see where it goes. Next time, since you now get thrown into the automated system, I guess I will fat finger either the zip code or give the wrong DOB to hopefully get dumped into a queue for a real person, especially since next time I will be adding a battery cap

I had a nasty run in with them recently too...
After my last order taking forever to process and having to reuse tubing and reservoirs because I ran out, I was told make sure to order when you open your last box, which for me means 20 days left.
Well I did exactly that, and 15 days later with no supplies yet called them up. My response when I asked for my order status was "you didn't get a phone call?" what? "We no longer have a contract with your insurance and can't help you." So, I have 5 days of goodies left and you can't help? What do I do now?? "I don't know sir, but we can't help you." Can't fill my order, but can't be bothered to let me know after more than 2 weeks?
Great service right there.
My tslim arrived yesterday and my training is scheduled on March 6. I am done with animas after 2 pumps...

Apparently the order has been fixed and is shipped to get it tomorrow. I was told that my online account was not matched with my son's pump, so there was no Rx, which held up the order. The rep that responded to my email, did call me, but I was away from my desk. She left the number(the one you normally call and her extension, which I think was x1577. When I called her back, I entered the extension and was put into a queue, not directly to her desk. Next time I call in an order, I will probably just dial that extension rather than go through the menu tree. I was also told that the excessive ringing I heard was because they were experiencing higher that normal call volume, so I was not being put into the queue. I said if that is what the problem is, that was inexcusable and that they needed to increase capacity, or instead of having the line ring, it should go to a busy signal.

I also gave up and then tried to order online. After filling out the info for ordering online, up popped a message that they wanted to be sure that my online account was in order with my previous account (the one where I called and spoke to a real live person). The message told me to call the same number that results in a long wait and then a phone disconnect. I placed my order after talking with tech support about the screen cover and they transferred me to a real person.

I've never used the online ordering. I's write Animas and complain about it. Start the paper trail.

I just placed an order with animas and like others, I got the endless ringing and no answer. I solved it by pressing 0 several times. When I got through, Monica informed me that several others mentioned having the same problem and that the extension to the order department is 1522. So, when it asks for an extension, just dial 1522 and bypass the automated system.


Follow up from me: I tried to follow my normal routine today of ordering pump supplies via the phone to no avail. It was the first time I'd encountered the automated system that begins by asking for a zip code. I entered that, then pressed zero to reach a rep. After half an hour of waiting to a recorded message thanking me for my patience and reassuring that my call was important and certainly would be answered soon, I was transferred to a dead end answering machine which said "Try again bozo." Alright, it didn't call me a bozo. That's just what I felt like. :-P

I left a message even though it hadn't invited me to with my name, phone number, zip code, and birthday in case any of that helped but, so far anyway, no one's gotten back.

Ooh. Just saw Steve's post about the 1522 extension! Thanks and I'll give that a try tomorrow. :-D




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