Some back story first.
My Ping is being a pain at times – nah, not the insert part. It’s the communication part. It’s not its fault. (wow – weird using it’s and its in one sentence). Ok, back to the story.
My Ping’s four years was up the first week of December. I had called well before that trying to get it set up to go ahead and order a new one before my warranty was done. BUT…
My insurance, which I won’t name but it rhymes with “bigna,” apparently doesn’t worry that a pump might be old and so, if using that insurance, you can’t get a new pump until your pump dies. (Reminds me of traffic stuff where everyone knows a signal light is needed but there haven’t been enough accidents to warrant installing a traffic light). Ok, back to the story, again.
This has happened…
Huge meal – I’ve been looking forward to bolusing an unreal amount of insulin to cover a disgusting amount of carbs. Do the combo thing – set it up – push the buttons and… The meter says, “Bolus canceled. Check pump.”
Small meal. Very little insulin. Sitting with friends at work. Beeping and cancelling and, damn this is annoying.
And this has happened…
“Unable to find pump.” “Move pump closer.” Excuse me? The pump is hanging on my jeans and the meter is in my hand. How much closer do you want?
I know these things happen but this was more than once a week. In fact one day I had several of “I can’t find the pump, stupid.”
So I called Animas last Friday. Went through the trouble-shooting stuff. Even had to remove that piece of peelable plastic on the screen. (I have no clue why that would matter…)
Anyway – “Oh, we’ll need to start the process to replace your pump.” “We are going to send you a replacement pump as yours doesn’t seem to be working properly.” “Someone will call you tomorrow to start the paperwork for the replacement pump.”
No one called.
So I called – and got the paperwork started.
And today, a box from Animas was in my mailbox. It’s empty. Did they forget to put the loaner pump in the box?
So I called.
I have truly appreciated my Animas Pump for the last 4+ years. I’ve appreciated the tech support. I like my pump.
But, I’m frustrated. The paper work? Signed, scanned, emailed – no one had seen it.
The salesperson is a new father of his first child. I get that but. Someone should have contacted me.
The empty box? That’s so I can send them my current pump. So I asked, “What? You want me to die?”
The other salesperson says, “We’ll get that loaner to you tomorrow.” I don’t think so. We have more snow and ice arriving tonight and even though this is not Atlanta, it can be tough. (As an aside – we got 11.5 inches of snow on Tuesday afternoon and night. No schools were closed or delayed.)
I’m somewhat frustrated and threatened to go to a t-slim. The salesperson was calm but…
“Your pump’s not working correctly.” But I still don’t have a loaner??? After a week???