Replies to This Discussion

Permalink Reply by Cary on January 16, 2011 at 4:33pm

If you have a problem -- call ASAP and ensure they overnight you a new device (reporting to them data is valuable to them in fixing their issues, the least they can repay you is overnighting a fix). Even with pods - many people are under-reporting issues with the system and they have no way to understand the failures of the system unless we report it because they don't make these devices like internet connected phones to report errors to the manufacturer directly (silently).

My most recent PDM was re-setting itself frequently. New PDM sitting on my doorstep the next day. Dead pod on priming? Give them the error code and lot numbers. New pod the next day. I lost an entire box of pods due to priming failures, reported each one individually and received a Fedex the next day after each dead pod. I trade error codes for replacement pods.

Permalink Reply by David on January 16, 2011 at 4:52pm

The first time they asked for the code, the second time they didn't. I asked about them sending the replacement pods with my next reorder and being concerned about running out and they wanted me to contact the reorder dept about that. I'm starting to feel like i'm talking to politicians when I call. When I ask questions, they say something back to me but it doesn't really seem to be an answer.

Permalink Reply by Janet Ballone on January 16, 2011 at 8:36pm

I'm sorry to hear that because I had an entirely different experience but I guess it's the representative who answers the phone. I've never had a problem getting help and if I were you I'd ask to speak to a supervisor if you're not happy with the rep.

Permalink Reply by Janet Ballone on January 16, 2011 at 8:38pm

Yes, they've been very good about that with me too.

Permalink Reply by David on January 17, 2011 at 12:59pm

I decided to call customer Service again to see if I could get a real answer and I talked to a "fantastic" rep who checked with her supervisor and they both agreed that these error "do" happen but they shouldn't be happening every few weeks and they would overnight me a new PDM if I wanted. I took them up on the offer. She also explained that they normally send out the replacement pods with the reorder but that you could request the replacement to be sent overnight or priority which no one ever told me before. She also did confirm what I've heard hear about the most compatible batteries seeming to be the Energizer Max. I told her how fantastic she was and that I have found service there to be uneven-some reps are great like her and others seem to be somewhat unresponsive. I feel much better about things today.

Now I'd be set if I could just find some good sites for rotation and get my sugars back to where they were pre pump!

Thanks for your input

Permalink Reply by Janet Ballone on January 18, 2011 at 2:09am

Oh wonderful!!!! So glad you finally had a good experience with a rep. and you're getting a new PDM and from here on out if you have any problems just find a good rep again. Did you get the name of the person you spoke to? If so, you should ask for her all the time. :-)

Permalink Reply by David on January 18, 2011 at 6:06am

She asked if I had any more questions and I said I did but couldn't remember it at the moment. She said I could always call back and I replied yes, but I won't probably get you again. She then gave me her name and hours when she was there! She even emailed me later to make sure she told me about returning the PDM within 30 days (she did tell me that during our conversation). I emailed her back to confirm the number of replacement pods due to me (that was the question I forgot). When she replied with the wrong number I emailed her back and when she replied she said she checked my history with her supervisor and that the number I said was correct. All the reps should be as good as she is. I told her she should be training reps there.

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