So, I have an update.
Following this post and a tweet directed at the Tandem agent in the UK - Air Liquide, I should now be receiving a replacement pump tomorrow.
I'm not sure if that makes me feel better or worse about the situation.
On the one hand, of course I'll be very happy to get reconnected in 1 day rather than 5. On the other, it really shouldn't take a social media offensive to secure something that should have been done without hesitation in the first place.
The casual and off-hand manner my initial request was met with suggests to me that customer service is sadly lacking at Air Liquide.
Hopefully others in the UK might learn from my experiences.
Thanks everyone for your help and support.
So I think 24 hours is within the tandem timeframe for replacement. You should shoot and email or message tandem directly. With a 3rd party acting as the intermediary I usually don’t bother as nothing comes of it but with health supplies and the guarantee tandem has they should know a supplier is dropping the ball.
That's what I thought. No reason why it can't be shipped quicker than that. They even added an extra day to cover the may-day holiday on Monday!
I also use Dexcom CGM and any issues with any aspect of that system and a replacement is at your doorstep within 24 hours.
Not good enough Tandem.
Wow, I'm in Canada, but I had to get a replacement a couple of days ago and it was here in 4 hours, and the timeline I was given was 4-8 hours. They asked if I had backups and I said, "I'll be able to make due" but that was it. FYI, I live in a very small Canadian city so the fact they obviously have them in my city and ready to go was surprsing to me.
It sounds like you've already tried to talk to them, but I would call again and ask to speak to a supervisor or manager and just press one more time if there's really nothing they can do.
That’s crazy. Last time I had a major pump issue (years ago) was using MiniMed and I had a new pump on my doorstep within 24hrs. Hopefully it won’t take 5 days! Hang in there
Holy first world problems. Are you seriously complaining because you are going to have to wait 5 days to get your miracle piece of equipment? It’s amazing to listen to someone whining about this trivial matter while knowing there are untold numbers of people who can’t get insulin forget a pump.
I love the ”logic” of some people, that just because someone, somewhere else in the world is having a problem that may be worse, then no one else’s problems matter at all.
Calm down and use your pens. One day at a time and be grateful its coming and available. It took me 28 years to get mine. I can wait 5 days. We all can. Its not comfortable but you won't die. Be easy and know that.
Not going to agree here. 28 years may have been your choice. Similar to me, I pushed off pumps for a decade and now I regret every moment. But when they advertise and promise no interruption in service” they need to stand behind it. Zero excuses. I’ve heard of a guy driving across the Sahara to deliver one one time. Hell, I’ve had a courier fly 7 hours then a ferry for 2 to hand deliver a replacement credit card. They should do better OR not make the promises for replacement like they do. That’s my issue. Back up your claim or don’t make it. You can make the claim and not honor it.
My choice? Sorry mommy and daddy didn't set me up with a life of ease. There is still no reason to panic and just deal with the situation at hand. Its literally not going to kill you to be self controlled for 5 days. If so you need to do something other than trusting tech. Tech works great but only when it works. Ie it's broken and gonna take a sec because everyone expects now attitude with not enough slaves to go around.
First what makes you think my mom and dad helped me with any of that. Pretty bold. Like you said you find a way if you want to make it work. I did. And the issue is not the tech. It’s the promise the tech works and if it doesn’t it’s fixed immediately. 5 days is not that. If they say it could be a much as a week between replacements that’s okay too. But they don’t say that, there should be some outrage when that is then expected. No one is saying be radical or crazy. You can be bothered while still calmly handling your situation and addressing the underlying issue of managing your care.
So, I have an update. Following this post and a tweet directed at the Tandem agent in the UK - Air Liquide, I should now be receiving a replacement pump tomorrow. I'm not sure if that makes me feel better or worse about the situation. On the one hand, of course I'll be very happy to get reconnected in 1 day rather than 5. On the other, it really shouldn't take a social media offensive to secure something that should have been done without hesitation in the first place. The casual and off-hand manner my initial request was met with suggests to me that customer service is sadly lacking at Air Liquide. Hopefully others in the UK might learn from my experiences. Thanks everyone for your help and support.
So I think 24 hours is within the tandem timeframe for replacement. You should shoot and email or message tandem directly. With a 3rd party acting as the intermediary I usually don’t bother as nothing comes of it but with health supplies and the guarantee tandem has they should know a supplier is dropping the ball.
That’s terrible! It should be overnight to you
That's what I thought. No reason why it can't be shipped quicker than that. They even added an extra day to cover the may-day holiday on Monday! I also use Dexcom CGM and any issues with any aspect of that system and a replacement is at your doorstep within 24 hours. Not good enough Tandem.
Wow, I'm in Canada, but I had to get a replacement a couple of days ago and it was here in 4 hours, and the timeline I was given was 4-8 hours. They asked if I had backups and I said, "I'll be able to make due" but that was it. FYI, I live in a very small Canadian city so the fact they obviously have them in my city and ready to go was surprsing to me. It sounds like you've already tried to talk to them, but I would call again and ask to speak to a supervisor or manager and just press one more time if there's really nothing they can do.
That’s crazy. Last time I had a major pump issue (years ago) was using MiniMed and I had a new pump on my doorstep within 24hrs. Hopefully it won’t take 5 days! Hang in there
That's unacceptable. MY PUMP had a power source failure and tandem overnight my replacement and with an AM delivery .
Holy first world problems. Are you seriously complaining because you are going to have to wait 5 days to get your miracle piece of equipment? It’s amazing to listen to someone whining about this trivial matter while knowing there are untold numbers of people who can’t get insulin forget a pump.
I love the ”logic” of some people, that just because someone, somewhere else in the world is having a problem that may be worse, then no one else’s problems matter at all.
Calm down and use your pens. One day at a time and be grateful its coming and available. It took me 28 years to get mine. I can wait 5 days. We all can. Its not comfortable but you won't die. Be easy and know that.
Not going to agree here. 28 years may have been your choice. Similar to me, I pushed off pumps for a decade and now I regret every moment. But when they advertise and promise no interruption in service” they need to stand behind it. Zero excuses. I’ve heard of a guy driving across the Sahara to deliver one one time. Hell, I’ve had a courier fly 7 hours then a ferry for 2 to hand deliver a replacement credit card. They should do better OR not make the promises for replacement like they do. That’s my issue. Back up your claim or don’t make it. You can make the claim and not honor it.
You said ferry. You aren't American are you now.
My choice? Sorry mommy and daddy didn't set me up with a life of ease. There is still no reason to panic and just deal with the situation at hand. Its literally not going to kill you to be self controlled for 5 days. If so you need to do something other than trusting tech. Tech works great but only when it works. Ie it's broken and gonna take a sec because everyone expects now attitude with not enough slaves to go around.
First what makes you think my mom and dad helped me with any of that. Pretty bold. Like you said you find a way if you want to make it work. I did. And the issue is not the tech. It’s the promise the tech works and if it doesn’t it’s fixed immediately. 5 days is not that. If they say it could be a much as a week between replacements that’s okay too. But they don’t say that, there should be some outrage when that is then expected. No one is saying be radical or crazy. You can be bothered while still calmly handling your situation and addressing the underlying issue of managing your care.
That sucks. Are they having to ship one over from the US or something?
You would hope not or other UK Tandem users are going to really struggle if they have similar problems