OK, customer service is part of life, of business, of healthcare, of just about everything. While some organizations make it a priority to deliver the best customer service experiences possible, others not so much.
Then there is the occasional clinker – a rep who is just blatantly rude or offensive or shows, by attitude and tone of voice, that he/she really just doesn’t care.
We all deal with this and usually, just manage or get another rep for help.
I had an experience with a diabetes device company’s customer service (CS) department this week that stunned me … actually took my breath away. I won’t mention the company (for ease of this blog, I’ll call it M) but I’m on the Loop so you can figure it out. I had bought my M pump used from someone who no longer wanted to use a pump. It was out of warranty and was barely used and it works just fine.
I then tried to buy supplies from M, through their order line. I received a call that they can’t fill the order until the pump is registered … I was transferred to CS … so far, so good.
I gave the rep the pump serial number and he informed me that the pump was not registered. Well, duh, that’s why I was talking to him. I was polite and explained that I had gotten the pump used and just wanted to buy supplies. That’s when the tirade started. “Where did you get this? Did you steal the pump? Are you in the black market?” He was getting worked up.
I said that I thought his tone of voice was getting very accusatory. He said, “Yes, it is! You can’t just have any pump! We have to know who has our pumps!”
I offered to tell him the name of the lady who sold it to me but by then he was off and running. He accused me of changing stories and not telling the truth. (True, I had mentioned that I had been using supplies that someone gave me from her deceased T1 brother, so he thought I was stealing from dead people!)
I asked to speak to his supervisor. It just got worse. I was told that I cannot simply buy a used pump. That pump needed to go through their donation program, that I had to return it and buy a new one. I asked if I could simply buy supplies and he said no!
After 45 minutes dealing with M, I hung up. My heart was pounding. In my 52 years of living with T1, I had never been accused of stealing supplies or operating in the black market. I donate supplies to Insulin for Life and my support group shares supplies that we are no longer using. But NOT BLACK MARKET!
I got some great advice from T1s on the Looped group on Facebook and I did contact my rep who is trying to help me. Or else I’ll just go through a medical supply company who actually doesn’t care from whom I got my pump.
MY QUESTION: WHAT WOULD YOU DO? I have the names of the rep and his supervisor.
Would you:
- Write a letter to the CEO of M?
- Just blog about it?
- Have a glass of wine?
- Demand an apology?
Thanks for listening … can’t wait to hear what you think!!!
My advice, Have a glass of wine and call them tomorrow. Customer service is usually very good and yes sometimes I am disappointed, but when in doubt ask for the supervisor, if still in doubt call back tomorrow. Besides a nice glass of red goes will with telephone wait times.
Rick, you might just be right! I think we all feel the indignation from rude CS reps. If it is a Medtronic policy, they just don’t have to be accusatory. Any wine recommendations?
I would get your supplies from a medical supply company and bypass that horrible rep; but…I would call again and ask for a Supervisor, get their name and put your horrible experience all in writing to that Supervisor. They most likely won’t be happy about that rude and inappropriate rep that gave you a terrible time and remedy that issue.
I’m a big believer in giving feedback. If it’s a reputable company they will appreciate it…novel idea, isn’t it?
Best of luck to you J!
I agree … just not up to it today … I’ll try again tomorrow!
What a shame that they treated you that way! So what if it’s a used pump? I would take the wine as Rick said, and then call again tomorrow so you can find out what the heck was going on. Was it just the rep, or is it their policy to deny supplies to owners of used pumps?
If it was the company’s policy, that’s pretty crappy and would make for terrible PR. Plenty of people purchase a lightly used pump for themselves or their loved ones as a matter of life and death and would need replacement supplies.
If you need another supplier, I have had great service and pricing from ADW Diabetes.
Thanks Sandra … I’ll have a go at it again tomorrow.
I’m in agreement with everything that’s been said. Regardless of their policy, that kind of rudeness is not acceptable under any circumstances. I think you might mention to a supervisor that the internet is a valuable tool for expressing an opinion (yelp). Do you think letting the ADA and JDRF know would be of any help. These pump are at every event. Just thinking….. Let us know the outcome.
Funny, Richard suggested that I tread carefully, so as not to create enemies. Not sure what they could do to me … I just want someone to be polite.
I am so sorry this happened to you! I have had nothing but good experiences from M – although I play by their rules so I haven’t tried to do something outside of their “programs”. I can only conclude that there must be some underlying reason M doesn’t want T1s to use another person’s pump and therefore, the supplies are restricted to “registered” users. Can I ask how you were planning on paying for the supplies? Was your insurance going to cover the cost?
What you did seems completely reasonable to me, but maybe, with a little more perspective, you could have approached from another angle? Consider the idea that these pump devices deliver prescription medication to a medically-dependent individual whose life could be in jeopardy. The parts/supplies to these devices are just as important as the device themselves, because without them, the device is useless. So, although I find the CS rep’s behavior completely unacceptable, I feel his heart was (maybe) in the right place, and his brain was definitely in his #$%!
I’d be interested in knowing what you decided to do! Keep us posted!
Thanks Patty! I’m just disappointed with bad customer service. I think I’ve found the work-around and have no interest in educating those at M … just shook it off and moved on! Way more important things in life! 🙂