Tandem Diabetes Care

If I could give zero stars I would. I have been a type 1 diabetic for 30 years. I always used Medtronic but decided to try Tandem so i could use the Dexcom with it. After several months with no issues I had a pump malfunction and made 3 calls to Tandom over a 24 hour period with the pump continuing to malfunction and rejecting cartridges. They told me they would overnight me a new pump. The new pump never came the next day. I called again and was told there was no tracking and they didn't even show it was sent. They offered to send an email to figure out what was going on and send me an email when they got an answer. In the meantime I was told to contact my doctor for further assistance. WOW!!! This is horrible care. Tandem should not be in business if this is how they are going to take care of their customers. This is people's lives that are dependent on your product. I'm going back to Medtronic.

The billing procedures by this company are awful. My son has state Medicaid coverage and even though we are not supposed to have any copays or deductibles they are trying to charge me for what the state did not pay for our medical supplies. I contacted them and they’re trying to tell me I owe over $2,500 because my health plan only covers up to $2,000. I’m about to file a complaint with the state for improper billing practices, balance billing and insurance fraud.

The pump is great. After being on Medtronic pumps for 20+ years I couldn’t take it with their our-of-date CGM sensor and knew from friends who use Tandem that I could use Dexcom that is far more reliable. That’s the good news. The bad news is their customer support which forces you to waste unbelievable amounts of time. They ask needless questions and treat you like you are stupid. Even one supervisor I spoke to didn’t understand Tandem’s own software and insisted that they send me a replacement pump when I knew it wasn’t necessary. She incessantly talked over me when I tried to explain why she was wrong she actually hung up on me. When I called back and got a new supervisor she solved the problem within two minutes (a problem that none of their technical staff knew about despite calling over a two month period). If you would solve this issue Tandem and make sure your techs really understood your pumps and software you would do much better. Please fix this issue.

Beware of ordering the Tandem Mobi if you are still within your warranty and are an Android user for their Choice offer of $999. I ordered the Mobi after talking to a Tandem rep who did NOT inform me I needed an iPhone. I received the Mobi only to be unable to find the app on my Android. I called asking if it was available for Android and the rep didn't know, had to ask someone and then told me it wasn't. I returned the Mobi and was issued a refund for $800 (after I had to call asking where my refund was). Tandem refuses to refund the $199 stating I failed to read the contract and it is my responsibility. They state the $199 is the fee for processing pumps that are returned due to the user being unsatisfied after trying it out. I didn't have the chance to try it out due to their decision to release the Mobi with compatibility with Apple products only and having untrained and uneducated Tandem reps who don't educate the customer about the product. I have reached out a number of times asking for a credit to purchase the Mobi when it is ready for Android and they refuse, reminding me again that I failed to read the contract. This would have been my 3rd insulin pump with Tandem, but I will be going with the Medtronic pump due to the poor customer service. I wish Tandem would take some responsibility for their roll out of the product and not educating their phone reps on the product.

There's no place for suggestions so I'll just do it here. I love the pump. I wish it has duplicate bolus alerts. Such as within 15 minutes you bolused twice for 15 carbs. Are you sure you want to? I wish it made tons of noise for non delivered bonuses. My pump should panic if I don't activate it and turn off the screen. Many high bgs from boluses I thought I gave.

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