I finally had a good customer service experience with Insulet...

So I called Insulet yesterday because I haven't seen an email from them about my auto ship re-order that should have gone out around the 29th of August. After about fifteen minutes on hold, the lady I spoke with put me on hold for another few minutes to review my account. She came back on the phone and said they were going to overnight me my re-order. Out of curiosity I asked if I was getting the "old" or the "new" pods. To my surprise she said the "new" pods and PDM.

I got them today, The sad part is I can't really start using them until November because I have 25 of the "old" pods left.

It was nice to have a positive experience with Insulet after so many negative ones.

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My recent experience was identical. Seems they had some issues with the automatic shipments when moving folks to the new pods. Not a big deal. And the people I worked with at Insulet were very nice and helpful too. Plus everything they said would happen did so perfectly. Seems like things are definitely turning around for them to the good now.

I just called to report another failed pod (the bad news) but the good news is, there was NO wait time! I was shocked that someone answered right away.

As for the old pods, I would save a few if I were you - just in case. We had 8 left and I'm keeping them on hand in case our new PDM fails and we need a backup system. I also take a couple of the old ones and the old PDM when we travel with my daughter - again, just in case!

I think that I fell into the same category as Scott as well. Was down to my last 3 pods, and hadn't received the email from sales integration about my new shipment, so I called. On hold for about 10 minutes, before I got a chance to talk to someone. I explained that I hadn't received notification for a new shipment so he did some checking and showed that I should've been taken care of already. He went through everything like a new order was being placed. Fast forward 1 week, still nothing, so I called. On hold for about 30 minutes and got to talk to someone (she sounded new). She checked and said that the system indicated that my shipment was due to go out that night (Thursday)Ok great!...Fast forward another week. Still nothing. Called again, on hold for about 20 minutes this time, got another nice lady. I explained what had been occurring over the last 3 weeks and that I was now down to my last pod. (I had secured 2 extras from my CDE appointment that day, plus had a backup plan with Sarah Marks since she had some old leftovers) Anyway, the lady checked and came back and said that I was on the list for Friday's shipment. WooHoo! Finally getting somewhere. Well as it turned out, they didn't go out Friday either, but did make it out Monday as an over-night. So I got everything Tuesday. Everyone's been nice and easy to deal with and I've never had a negative experience with them. I just think that their upgrade system is lacking and has issues. Anyway, just put my first pod on, and so far, so good. BTW, love the new size.

I was going to keep a box full of the old ones, but noticed that they have a rather short life before expiring. My old ones right now have a 2015 expiration date. I'm afraid that once this date passes the old pods will not work any more. So I ended up only keeping about 3. I figured that was enough to tide me over if I needed them.




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