Tandem Diabetes Care

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.

When I initially got an insulin pump in 2018, Tandem seemed to have great customers. However, I received a new pump in 2023 and have only had issues since then. They have long wait times anytime I need to call for any issue. They only call me back at inconvenient times when I’m working and then when I call back, I have to be put back on a waitlist. For some reason, my out-of-pocket cost has been exponential, around $480 for three months worth of supplies even though I have health insurance. I don’t feel like they are properly billing my supplies. Not only that but my insulin pump case has broken twice and they’re refusing to replace it, I have paid out-of-pocket to this company thousands of dollars and they can’t send me a free $20 case? I will be taking my business elsewhere.

Pump is awesome; however, website sucks if you need to reach out to the US customer service since the phone number is no where on the site. Additionally, the case that came with the pump is terrible; the clip is not spring steel, bends often, metal fatigues and breaks within weeks of using. Pump warranty is awesome, but accessories from Tandem are not warrantied. Throw away the case and take your chances from an aftermarket seller. I would buy this pump again, they support their pump and reach out immediately with issues. Just disappointed usefulness of website and accessories.

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.

I have had tandem for years currently on the x2 when the mobi came out was was so excited got my pump set up THEN found out I had to (pay) for the sleve...

I wouldn't go with them in the future. Pump battery has been dying quicker but not that quick according to the company. Bullshit customer service.

I have been using the Tandem t;slim for several years. Company is impossible to contact when i have issues with supplies. So I have stopped reporting these...