Replies to This Discussion

Permalink Reply by Bill on June 8, 2011 at 3:09am

I had also complained about a defective clip some time ago. I received the same call and have been wearing the new rotating clip for a couple of days. It is a very substantial improvement on the old version. They asked me to do an initial on-line survey based on my experience with the old "low profile" clip, wear the nee one for two weeks, and then repeat the questionnaire. The new clip is sturdier, more secure, and allows the pump to be worn horizontally or vertically. It makes adjusting or reading the pump while it is secured to a belt much easier.

Permalink Reply by Brian Grant on June 8, 2011 at 2:32pm

Bill, can you post a pic?

Permalink Reply by Laura S. on June 8, 2011 at 7:50am

Gee, real human contact with them???????
What a miracle.
Bout time they get the clip redesigned.

Permalink Reply by Scott G on June 8, 2011 at 9:58am

Hah! She called me on Thursday sometime in the morning when I was at the gym. I called back at noon and she must have been off to lunch. So I left a message with her but I told her I work 3rd shift and was going to go to bed soon, so she shouldn't call me after 2 PM. Well, 4 PM and she calls back. I was completely out of it, and accidentally answered then accidentally hung up on her. It's the same action to answer the iphone as it is to turn off the alarm on it, so it went off, and I automatically did the swipe to shut it off, then panicked and I hung up.

Anyways, I received an email from her after that then a THIRD call from her yesterday. She answered when I called her back that time and told me what was going on.

Permalink Reply by Emily B on June 8, 2011 at 8:54am

oh man! I wish I'd gotten that call. I've called and complained about my son's clip numerous times... Like every time I have to order a new one. This is good news!

Permalink Reply by Scott G on June 8, 2011 at 10:04am

I only called them once about it. I didn't even make a big deal about the clip, I was just getting nervous because it was getting loose, and I was heading to Mexico in a few weeks and didn't want it to fall apart while I was down there. I'm pretty gentle with the clip and pump, and didn't actually break it, the screw just backed itself out and it fell apart into literally 5 pieces. I really have no idea why they called me about this new clip.

Permalink Reply by Joe White on December 15, 2011 at 7:02am

In my son's last order, I added another clip to replace his broken one. I called the order in rather that use the website, and when I added the clip, I told the lady taking the order, that they break so often, that Animas should do a buy two, get the third free offer, and she laughed hysterically and then said she would pass that request on. Not sure if it was to get it approved or just to have other people at Animas laugh hysteriaclly!

Permalink Reply by Sharon (Sneetch by the Beach) on June 8, 2011 at 6:20pm

YES! Finally....I have only had the pump for 18 months and have gone through 5 clips....the design is horrible....I complain every time I order a new one....which is very often. I can't wait to try the new clip! Thanks for the good news :)

Permalink Reply by Ernie on June 8, 2011 at 10:25pm

I have gone through 4 clips in three months and they didn't call me :-(

Permalink Reply by Bill on June 9, 2011 at 5:13am

Here are some photos of the new prototype clip. I will post a few more shortly - I am limited to three in this post. It is far sturdier than the original low profile clip. The clip resembles what is found on a typical cell phone holster. The pump can rotate so that you can more easily see and read the screen when making adjustments. The design of the clip also allows you to wear the pump horizontally on a belt, instead of being restricted to the vertical.

While I am not an apologist for Animas or for poor customer service, I do want to provide some explanation and background on my interaction with them. Last November, I was traveling (also in Mexico), and my clip simply snapped. The little piece of molded plastic just gave way. I carried my pump in my pocket for the remainder of my trip. When I returned home, I called Animas and explained what happened. The Customer Service Agent told me that she would get back to me after checking into things. She responded within 24 hours and simply told me that I needed to order a new one at a cost of $10, since the clip was out of its 3 month warranty.

I was more upset about the fact that nobody seemed interested in the potential of a quality defect or issue. The $10 was not so much of an issue with me, although I certainly was not happy with that either. I sent a note to my clinical training representative and copied the Medical Director of Animas. The clinical trainer subsequently called me directly and apologized. She indicated that she would forward my concern to the regional manager. I was contacted almost immediately. Within 24 hours I received an apology from the customer service agent and a new clip was couriered to me. The regional manager also arranged for a teleconference, at my convenience with Animas Manager of Pump Support, the Franchise Complaint Manager and the Director of Manufacturing. They listened carefully to my concerns, explained how they were going to address this from a corporate quality perspective by initiating a quality review. I returned the defective clip so their quality assurance group could examine it. The director of manufacturing explained how they worked with external manufacturing concern and how they managed their quality control and assurance. Six months later I received an invitation to participate in this pilot study.

The point that I am trying to make is that while not every experience is going to be a positive one, Animas as an organization is truly committed, at least at the senior management level, to providing a quality product and service to its consumers. In the event that you are unable to resolve an issue when you call into the 800 number, do not hesitate to escalate the issue appropriately. I was rather non-plussed at how quickly my concerns were addressed. However, I am under no illusions that had I not taken things into my own hands and moved things forward by escalating it my telephone conversation and my $10 would have been the end of the story.

Attachments:

• DSC_6579.JPG, 1.4 MB
• DSC_6580.JPG, 1.4 MB
• DSC_6581.JPG, 1.4 MB

Permalink Reply by Frank Leach on June 9, 2011 at 6:36am

I hate the original clip, and the new one is plastic. I have destroyed dozens of those plastic clips for cell phones, name brand good quality ones too. I live a hard life I guess. I carry my pump in a spibelt now. Comfortable and no clip to worry about. http://spibelt.com/?gclid=CJvPmrb4qKkCFYPs7QodfiOfJg

Permalink Reply by Bill on June 9, 2011 at 7:02am

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