I am curious what people think about their pump company’s helpdesk / tech support.
I know FUD has users with Medtronic, Animas, Tandem, and OmniPod, so almost all of them are represented here.
A year ago, I was impressed with the OmniPod help desk. I could explain a scenario with the pump, and they would always have a working setup available and they could plug in the exact numbers and basically do the same thing I was doing and be able to see it, and provide an answer. I actually uncovered a few bugs in their PDM formulas and called to report them, and they were able to reproduce it and write them up for getting fixed.
Recently though, I have been very disappointed in their help desk. They no longer have a pod connected to their PDM.
For those if you not familiar with the OmniPod system, that would be like Dexcom trying to do tech support and only having a receiver available and no sensor data. Or a pump company trying to support a pump and their help desk only having the infusion set, and not the pump.
It makes no sense that the people answering the phones for OmniPod’s help desk no longer have a complete working system for troubleshooting. They all have PDM’s at their desk, how hard could it be to have a pod connected to it?
The other thing I have noticed is a pretty long hold time before you get someone to take your call. Last year is was immediate. But recently it has been much longer, sometimes 10 minutes, depending on when you call.
They are good about replacing pods. Never have trouble with that, they send them out whenever there is a problem. But I wish they were prepared to do a bit more than just ship pods. That’s kind of where they seem to have gone lately.
Just my opinion. What’s your opinion on your pump company’s support?