Omnipod Customer Service
Has anyone else had a difficult time when calling Insulet? I started on the Pod in September. I LOVE the Pod. It took a little time to get all of my settings worked out, but life on the Pod has been a billion times better than MDI for me. But I've had a heck of a time with Insulet.
When I was due for my first refill shipment of pods, they called me to tell me I was due. I confirmed that I wanted them, that they should bill my insurance, and asked to be put on auto refill. The day after that conversation, I got another call from Insulet, telling me that I was due for refill. I went through the whole thing again. I just figured there were some wires crossed.
Well, the next time I was due for refill, I never received any Pods. So I called. Somehow, I never got put on auto-refill, despite having gone through the drill with two Insulet reps on two successive phone calls. The girl I spoke to placed my refill order, assured me that I would have them within 3 days, and also confirmed that I had been put on auto-refill. Seven days later, when I had not received Pods and was having to give myself shots, I called again... the guy I spoke to had no clue what I was talking about. In the end, after speaking to a supervisor, I got Pods two days later.
Fast forward to last week, when I called to have some faulty Pods replaced. When I was trained on the Pod, my Insulet trainer/rep told me to save up those bad Pods and all them in as a group. When I did that last week, the Insulet person was just short of hostile with me. She told me that most of the Pods probably couldn't be replaced since they had been saved and I couldn't tell her all of the information she needed. I now understand that they need certain information in order to try to isolate issues with pods. But I was simply doing as I was instructed by Insulet's own rep. What bothered me most was the sheer rudeness of the service rep that I was dealing with.
I am perplexed by the poor service I have encountered with Insulet. And disappointed beause I love the product so much. I don't want to reach a point where I feel like they wont' support it. Has anyone else had bad experience with support or is it just me? Thanks,
Cindy
When I was due for my first refill shipment of pods, they called me to tell me I was due. I confirmed that I wanted them, that they should bill my insurance, and asked to be put on auto refill. The day after that conversation, I got another call from Insulet, telling me that I was due for refill. I went through the whole thing again. I just figured there were some wires crossed.
Well, the next time I was due for refill, I never received any Pods. So I called. Somehow, I never got put on auto-refill, despite having gone through the drill with two Insulet reps on two successive phone calls. The girl I spoke to placed my refill order, assured me that I would have them within 3 days, and also confirmed that I had been put on auto-refill. Seven days later, when I had not received Pods and was having to give myself shots, I called again... the guy I spoke to had no clue what I was talking about. In the end, after speaking to a supervisor, I got Pods two days later.
Fast forward to last week, when I called to have some faulty Pods replaced. When I was trained on the Pod, my Insulet trainer/rep told me to save up those bad Pods and all them in as a group. When I did that last week, the Insulet person was just short of hostile with me. She told me that most of the Pods probably couldn't be replaced since they had been saved and I couldn't tell her all of the information she needed. I now understand that they need certain information in order to try to isolate issues with pods. But I was simply doing as I was instructed by Insulet's own rep. What bothered me most was the sheer rudeness of the service rep that I was dealing with.
I am perplexed by the poor service I have encountered with Insulet. And disappointed beause I love the product so much. I don't want to reach a point where I feel like they wont' support it. Has anyone else had bad experience with support or is it just me? Thanks,
Cindy
Replies to This Discussion
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Permalink Reply by Mayumi on -
If you have been on the system for a while- you have to pay $150.00 to upgrade! The newbies get it for $50!
Did they happen to define what "being on the system for a while means, like in how long is that?"
Mayumi
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Permalink Reply by Don on -
When I think about the work that Insulet probably put into designing and producing the new PDM, I can't get worked up over the cost to get it, whether it's $50 or $150. Sure, there should be some fair rules for determining who pays what amount. I feel lucky that there is even a tubeless pump available to use against what is the truly unfair part--the disease itself!
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Permalink Reply by Eric Rizzo on -
Yes, my local rep said that is exactly the case. If you look at it that way, you're getting a backup (albeit an old one) for just $150 instead of the normal $300.
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Permalink Reply by Betty on
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I have had wonderful customer service, but I am sorry this last rep needed a time out and some manners.
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Permalink Reply by Emily on
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I haven't experienced poor customer service or rudeness from Insulet yet. The only problem I've had is getting the billing department to follow up on an insurance issue and call me back. Well, I guess that is poor customer service. Anyway, still wrangling with that one.
I agree with the poster who finally received an Insulet bill and it wasn't descriptive. I've received only two bills from Insulet since I've had the Omnipod (April 2008). Both say "account statement" on them, not the more typical "invoice". Symantics, I suppose. But yes, they do bill you all at once.
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Permalink Reply by elaine peterson on -
Whoa! Just want to pass on my experience with Billing............I returned their call, not knowing what the call was about. The rep was so polite, professional, cheerful sounding, perfect Customer Service persona. I though, "Man! I love my Pod." As soon as I asked a guestion her demeanor changed. You could practically see her whip out the nail file...I was soooo boring her. Once we were on the same page, the chipper, professional rep side of her returned. It angered me. They called me...I didn't know what they were calling me about and I was confused about the insurance situation....just needed some clarification. She acted as though I was argueing, I think. Not cool!
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Permalink Reply by Andy Mayshar on -
In the 4 years I've been on the OmniPod all of my interactions with them have been excellent. If I were to compare them to my 10 years on MM, I would give MM a 4 and Insulet a 9 out of 10
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Permalink Reply by Dinah Luevano on
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I have received our first shipment of new pods and we had no problems.
I was calling to inform them of a pod that had come off the backpaper for no apparent reason and the rep was near hostile. Telling me that they would replace it this time but won't in the future as it is not a fault of Insulet and not an issue for them. ??? My son was sitting...a few hours after pod change and it dropped, hanging by one edge of glue. I told her that if they don't replace those in the future that there will be issues with me. She also told me that no one else has ever reported this issue. I let her know that I hoped she wasn't purposely lying and was just ignorant as I know this is not an uncommon issue.
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