Kimberlin Cop
map-marker Los Angeles, California

Warranty replacement (530G) Pump and no customer resolution

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M 530G pump, still under warranty, was determined to require replacement after the dome sticker came off and there were some minor cracks in the outer case. I agreed to a warranty replacement/refurb and supplied all the necessary information to the representative by phone.

A few days later I received the refurb and was very disappointed to see it was the correct model, but WRONG color. I was not forewarned by the representative that ordered the replacement device that the exact same color was out of stock and would be substituted for an alternate color. I know this because I would have asked to wait for the exchange or possibly picked any other color than they shipped me "smoke." I ordered & paid for a "Clear" colored 530G and that's what I expected as refurbed replacement. I immediately called the support line upon receiving the "smoke" colored refurb and was advised "clear" color was out of stock.

I told them I was not advised of the change in colors and asked for a replacement. They stated due to the stock issue they have no way to follow-up or return my call to advise if/when a clear colored device might be replenished in stock. They essentially placed the burden of their oversight back onto me, the customer. They advised me to call back daily or weekly to continue checking if/when a "clear" 530G would be replenished into stock.

I've called twice since then to no success. I work full-time and am a single mom, my schedule is busy and repeated daily or weekly calls to check on Medtronics stock are anything but convenient. Adding to the disconnect, out of the blue and not per my request, I received a 2nd replacement 530G refurb in the exact same WRONG color, "smoke." Ridiculous waste of time and expense on their part. Now I had to go to UPS twice to return devices and I'm still not satisfied.

I've been drawn to Medtronic for it's leading technology in diabetes management over the last 15-20 years, but more than once have left due to disappointing customer service. Just imagine what a great company they could be if they cared enough to provide both leading edge technology and high quality customer service.

If they force me to continue chasing after a replacement pump in the original color I paid for and expected to receive under warranty, I will likely abandon them once more. I don't mind paying for excellence, when quality and service are part of the package -- but quality service is seriously lacking with this business model.

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Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

Anonymous

CGM inaccuracy, will not send approved supplies

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Being awake at night fixing high and low blood sugars are what a type one Mom of 2 type 1s can expect. But calling Medtronic weekly To continually ask for shipment of approved supplies is stressful and a high cost of valuable time. And with no resolution as to why they are not shipped again. Going on a month plus now.
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Anonymous

Pump warranty

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Pump isn’t work and is still under warranty try to get a replacement pump and they are on back order but can’t give a date to when they will be available here is the catch. If I want to buy a new pump they can send it out next day. Moral of the story once they have your money they don’t care anymore. *** pour service
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Reason of review:
Problems with payment
Anonymous

Customer Beware - consider another company for your insulin pump

I used to love Medtronics and their customer service dept. I have no idea what has happened, but I have had to call 5 times over the last 3 months, and no matter what time I call, or what day of the week, I wait OVER 30 minutes on hold every, single, time. By then I am aggravated and am not in the mood to be talked to as though this is my first day with my pump and sensor. I've had it for over 3 years now and I don't need to be talked to as though I'm an ***. As Director of an entire company, I also travel a lot so sometimes, I cannot call when I have an issue and I just have to try and work it out myself. Well, if you don't call when the problem is happening, and you used up an extra supply or two fixing it yourself, they will NOT give you replacements. So now, I run out of sensors every three months before my supplies can even start the process to be ordered and I have to call each time I need a sensor until my supplies finally ship. So here I am , right now, on the phone holding for 40 minutes to see if I can get my 1st sensor to get me by, and will probably have to spend another hour or two of my life over the next couple of weeks to request another, and another, before anything is shipped. That is if they don't have any issues, like they are out of something. Really? OUT OF RESERVOIRS and TUBING? Good grief............... Customers beware and consider another pump company. You will NOT be happy this one!
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Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

3 comments
Guest

This was a post I wrote a little over 6 months ago. Things have continued to go downhill since then.

I never wait less than 30 minutes for someone to pick up, then I am told there are no technicians to help me and they want to call me back. At their convenience, not mine. So I tell them no, I will have to call back at MY convenience because I am trying to run a company, and travel and do about a hundred other things. Now, I have been waiting 4 months for replacement infusion sets due to a recall.

I sent back 7 boxes, in good faith, 4 months ago and to date have only received 2 boxes. So my insurance company and I will be requesting a refund of the hundreds of dollars we have paid for these supplies. This company has extremely poor management and leadership. The only reason they can stay in business is because no one wants to go back to doing injections, and they know their product is better than the other options out there.

I'm just hoping another company can develop a pump that will provide some significant competition. Otherwise, they can continue to do what they want with no accountability.

Guest

Same issue!!! They are awful and I am stuck it's them since now I can't try something else for four years under my insurance. Totally PISSED!!!!!

Guest

I have experienced the same thing. I have been a type 1 diabetic for 54 years.

I have been satisfactory dealing with medtronics for the past 15 years. Recently they have repeatedly been late shipping my sensors. How can a company this big run out or not have enough suppliers. They wouldn't make enough profit.

Look what the CEO's of this company are making. July 4,, 2017 I called. My transmitter wasn't working properly for my cgm. They said they would over night it..

Get it by the 6th. Guess what didn't come. I called they said they overnight. But shipping messed up and apologized.

They are really good at that.

I found out they ordered a sensor which are on back order and the transmitter is even on longer back order. My warranty ends in Aug and I'll be looking for a new company.

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Anonymous

Not happy with device and initial training

I was never told what to expect and what indicators to use to establish or change settings on my neurostimulator for AOB. I was merely given the device and a booklet. The booklet does not tell you what to use to establish the initial setting. I have not had the device powered up for at least two months. The symptoms have not returned and I am wondering if the surgery was necessary. My urologist is reluctant to remove it. Also have constant pain, sometimes severe, at the site 5 months after placement. Medtronic's support sites are difficult to navigate and difficult to use and there is not an option for getting on line training.
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Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous

Worst customer service.

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Ordered the 670g and they said the cgm and tester will also be sent along with 500 test strips i ordered. I got the pump and tester thats it nothing else. Called also about getting trained.how to ise the device been 3 weeks not a single call.about that. So after today on and off the phone being on hold for hours and supervisor from the philly area calls me back to till me the cgm will take about a year to get even after the lady that took my order told me they had them there ready to ship. And had no clue about my test strips i ordered nor about my training . Sorry but these people only want to get you in after that they dont care 1oz about you or your health.
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Reason of review:
Order processing issue
Anonymous

Horrible Customer Service

Medtronic has the worse customer service. I have been diabetic for more than 34 years. Medtronic has made my life miserable for the pass year. It has been a nightmare to talk to costumer service or management.
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Reason of review:
Poor customer service
Anonymous

Complain

I would like to thank you for this great devise that helps me more and more to control my diabetic 7 years old son. I am from Egypt; two months ago I bought a used MiniMed 722_ in a very good condition_ for my Child and I contacted your agent in Egypt Med Consult Egypt for Installation and training, unfortunately they told me that training fees shall cost me 1500 USD (one thousand and five hundreds USD) for the training sessions and the follow up. I couldn’t afford this but somehow I managed to take the training supervised by some military institution in Egypt that deals with Med Consult Egypt. The problem comes with the monthly supplies that we need to buy. We were surprised to find that we have to pay almost 600 EGP additional fees for the monthly supplies (Box off MMT-399 + reservoir) for that we didn’t buy the pump from them!!!!!!!!!!! Kindly advise if this is company strategy or should I claim them
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Loss:
$700
Reason of review:
Pricing issue
Anonymous

Second time I have had surgery with this device and it's sti

I have this device implanted almost a year ago it pretty much quit working after a couple months. When in the X-ray aide said the wire had moved. So 10 months later now, I have a new wire put in going over to my right side. It's been 2 weeks still not working sometimes my bladder control is even worse.
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Reason of review:
Bad quality
Arleen Oaa

Almost an hour on hold and still waiting

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Normally hold times are an acceptable amount of time however I've been on hold for over 45 minutes on my house phone and made another call on my cell with *** reception explaining my situation however I was on hold with them as well. Unacceptable.
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Reason of review:
Poor customer service
Anonymous

Medtronic - Dishonest and Disorganized

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I have been working with medtronic for the past 27 years as an insulin pump and more recently CGM user. Approximately 6 weeks ago my husband accidentally threw out my transmitter.

I immediately called to order a new one. I had to tell my story twice and on the 2nd time they told me that the transmitter to go with my 530g pump was back ordered for several months so they would like to upgrade my pump to the 630g pump and coordinating transmitter for only the cost of the transmitter which is covered by insurance. I say fine and they transfer me again to again tell my story of what happened to my transmitter. Over the next few weeks a get a small bit of communication basically stating that they are pending insurance approval.

Mind you this entire time I only wanted to replace a transmitter that they don't have. Today (6weeks) after the initial phone call I get a call stating that I don' t qualify for the upgrade program because I haven't purchased any supplies in the past few months( I had ordered a ton last year and am still working through them) and I don't currently have a transmitter to use my supplies with so why would I order any. To be honest I don't even want the new pump but I'll do what I need to.

I just about lost it with the rep on the phone and he was as nice as he could be but had no solution either. I need a transmitter and I need it now!

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Loss:
$1000
Reason of review:
Total Liars

Preferred solution: Deliver product or service ordered

Jennette Jni
map-marker Kalamazoo, Michigan

Metronic Spinal cord stimulator doesn't work

I had the Metronic Spinal cord stimulator put in April 19, 2017. The trial went great, but the permanent one is horrible!

I have had 2 defective chargers and just received the third and that one doesn't work either. I start to charge and can only get a few black boxes and they go away within a few minutes, the same problem I have had all along. I sit completely still for hours trying to charge and it beeps off and on and flashes, I reset it but it doesn't help. I have gotten very little relief from the stimulator at all.

My rep has reprogramed it 5 or 6 times already. I am fed up!

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Pros:
  • When the product actually works
Cons:
  • No one takes responsibility of issues
Reason of review:
Bad quality

Preferred solution: Let the company propose a solution

Anonymous

Poor Customer Service... Done with Medtronic

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I have called there numerous times, transferred, hung up on, spoke with many foreign languages, whose English is not spoken well enough to be on the phone! The people that work for this company do NOT know how to do their jobs!

I got a new insulin pump around the beginning of May, with the intention of upgrading to the new 670g in July. I have had nothing but problems with the pump, the cgm, the local rep, and the customer service on the phone. I ended up in the hospital and was advised by the dr to discontinue using the pump and return it. After 3-5 times with trying to get the story told to Medtronic, they issued the return shipping label through UPS and received authorization for me to return it, even though I was past my 30 days.

2 days later I received a phone call from Medtronic telling me that the return has been declined. Why? Who knows? my local rep Marley has declined the return of this product, and at this point I would assume that it's got something to do with her losing commission on it?

When I call and ask to speak with a supervisor or manager, they decline to allow me to speak to anyone else! Very upset with Minimed!

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Reason of review:
Return, Exchange or Cancellation Policy
1 comment
Guest

Medtronic told me my new pump would cost, at most $1000 if I turned in my old pump. Got the bill in the mail today for $2600!

They lied to make a sale...but I haven’t opened it yet to begin using it because I was also told a trainer would contact me right after the new pump was delivered.

It’s been a month and no one has called. Losing all faith in Medtronic.

Anonymous

Terrible pump order took 3 months

I ordered a Medtronic pump on June 12th, and still do not have it. I was told the process had begun and I would hear an update within a week. Over the next month I called 3 times and each time told a different story, and I was never contacted by Medtronic After 6 weeks I was told the order had not even been forwarded to the distributor required by Medicare and my insurance. I have had 3 different brands of pumps in the last 12 years including a Medtronic. I previously switched away from Medtronic due to their completely disastrous Customer Service. I should have learned my lesson. Still don't have a pump although insurance would pay 100%, and I have had to walk through every step of the process myself Disgusted in Portland
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Reason of review:
Order processing issue
Resolved
Hoy Euo
map-marker Los Angeles, California

Resolved: Medtronic - worst insulin pump supplier ever!

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I was contacted by Medtronic Costumer Service Representative THREE WEEKS after I ordered my minimed insulin pump supplies and was told that the enlite CGM sensors were backordered and there was no definite date when they would be getting them again. I explained to the costumer services rep the whole point in having this pump is to use it in conjunction with the CGM and what was I suppose to do when I ran out of the sensors, to which her response was "well, you have to check your blood sugar than".

First of all, what company who exclusively produces their own supplies has "indefinite" backorder of their supplies? Secondly, I don't need the advice of a costumer service representative who knows less about diabetes than me, who has had diabetes over 26 years. Finally, the reason I went on the medtronic pump was mainly due to the CGM. If they cannot provide me with the supplies for the pump its not like I can return it like a shirt I bought at the store.

I would have to wait 4 years for my insurance to cover a new pump.

This is completely unacceptable and they charge me an astronomical rate for the enlite sensors which is the biggest ripoff because I cannot buy them elsewhere. I should really look into getting a dexcom CGM and Animas insulin pump next time around because Medtronic has been nothing but a blackhole looking to get money out of me and giving me nothing but problems.

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Reason of review:
Order processing issue

Preferred solution: Deliver product or service ordered

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