tandemdiabetes.comReviews of tandemdiabetes.com

Terrible customer service. I was on medtronic pump before. I have been on tandem 4 months. Had hard time adjusting...very little help. But the worst is I ordered supplies and 3 weeks later I have not received them. They charged my cc 1600.00 17 days ago..told me they made an error and they would ship 7 days ago. Today I called. It is in shipping dept but has not shipped. They don't care that I'm back on shots and my bgl is out of control highs and lows or that I have missed work. They don't care that my supplies are 3 weeks over due. I called Tandem and they said oh so sorry..this is terrible...really can't help you. Have a great weekend. Medtronics pump may not have been as high tech but they never let me run out of supplies if I had a problem they cared and helped. As stressful and as much as this has affected my health with going back on shots and only having short acting insulin...well any T1D out there knows it is not good. Definitely regret my decision. Now I am stuck for 3 years 9 months. That is a long time to go backwards with this disease. I strongly urge you...think long and hard before you go to Tandem.

The customer service leaves much to be desired. I had a bad patch of insertions where they unclicked themselves, randomly. First I was thought it was a one off but then I realized it was the entire box when I kept changing them and waking up with high blood sugars. I called Tandem and they acknowledged this can happen but it's rare. They said they'd send me out a new box within 7 business days, much good that would do me. I had to take matters into my own hands and order my own supplies from a supplier the next day, and was afraid to go to sleep. The negligence and the fact they likely won't recall this lot number is criminal to me. People could get seriously hurt. I will add when I was on a Medtronic pump, they'd send me replacements the same day and would regularly recall products. This vastly different.

I think the slim control IQ pump is wonderful but the support is awful!! I had various Medtronic pumps for over 20 years- never had a problem talking to someone almost immediately who could answer questions and tell me what to do. Have had the tandem for a little over a year and have tried to call for assistance only 2 times- wait time is very long and one time i had to figure it out myself ws the rep was unable to help. Don’t understand….

The following is a letter I wrote after having numerous problems with the T-Slim 2 Pump. Currently I am unable to link my Dexcom sensor to my phone but am able to see my sugar levels which need to be calibrated with a Medtronic meter for accuracy on an everyday basis. My wife has not been able to note when my sugar is dropping for the last 8 days since wasting a sensor with a not notified ending transmitter during my work day. This letter received no reply and I didn't expect one. I would like the opportunity to share my general displeasure with Tandem and see if there is a way that I can return to Medtronic, get their new pump, and not give in to this not very well created pump without having brought it up to speed. Dear _________, I understand that, as far as I know, you forwarded my message to my trainer who told me that you do not accept returns without troubleshooting first. I will include this in my detailed synopsis of the deleterious effect Tandem T-slim pump and explain to future consumers that, until Tandem comes up with more effective solutions for insulin cartridge delivery, explanation of used cartridge removal techniques that are appropriate, as well as a more than 2 day Tandem cartridge use ( I never got less than 3 full days with Medtronic and I've had 2 day Tandem use on average), then diabetics should steer clear of Tandem until they iron out all of the above. As a type-1 diabetic, this experience with Tandem from the initial training to the 6-hour phone conversation with a very patient but unknowledgeable representative, to my spending several hours trying to answer the way the cartridge should be removed, has been the least rewarding and most defeating diabetic experience of my life. As an educator, I avoid public platforms and I'm not that photogenic but this travesty has made me consider reviewing your pump, supplies, and access to intelligent, knowledgeable, trainers and videos linked with Tandem with a negative overview. The fact that my trainer has a child that is learning guitar from me by sheer coincidence makes this even more difficult for me. Please know that I applaud your efforts but they are not up to the standards I would expect after beginning to give myself injections 5 times daily in 1983. A few falls back then but a lot less worry.

The actual pump is great. On the other hand, the customer representatives are extremely slow, uncompassionate, unhelpful, and honestly could care less if you die. No insulin pump supply order should take over 2 weeks and still not shipped. Then the company wants the consumer to expedite the shipping and pay for it. Not my fault you're slow. Plus ordered before the end of the year and all deductibles met and told would have to pay almost $400 now since it is after the first of the year before they could process it. Even asked to have upper management and not just a supervisor contact me which I was told wouldn't be able to do anything different than the policy. Joke of a company with customer support!

I placed an order on 10/26/22. I emailed to check on that order. You don't respond. NOTHING! As of today 11/15/22 NOTHING!!!!!!!! Do you people understand that supplies for a diabetic mean life and death. I sat on the phone for 40 minutes waiting for someone to answer the phone. To be told no, nothing has happened with my order and someone will check with the rep. NOTHING has changed with ANY of the information in my account. NOTHING has been done with my order. I ask why can't I just get my order. No idea. Then I ask why I can't just order my supplies online like I keep hearing as I sit on hold. I had asked for this to be done every time I call to place an order. I am told that there is an order for that in the system but no one put a link on the account so it doesn't show up as an option. DOES ANYONE THERE DO WHAT THEY ARE SUPPOSED TO BE DOING??????? Let's see if I ever get a response to this email!

Horrible experience with customer service. I'm wondering how the rating is 1.7 average when all I see are 1 stars. Stayed on hold 2 hours to talk to a customer service rep that told me my son's supplies would go out overnight and I was willing to pay the $45 shipping. NOTHING SHOWED UP the next day. I looked to see the supplies were still pending and called, again on hold for eternity. They stated they had 2 business days to get the supplies ready and then it would ship. After a debate about services not being rendered as promised they agreed to overnight the supplies. Again, nothing has been delivered and now the online portal is stating I need to still pay the shipping and then the supplies would be mailed out TOMORROW. They agreed to credit my $45 if I did not receive the supplies by yesterday but I seriously doubt that will happen. The company lies to it's customers and I seriously don't understand how they are contracted with UHC for business. Also, the pumps do fail often and we are left with fewer supplies to hold us out until the next shipment. DO NOT RECOMMEND!

By employing technical support people who actually provide a service. I have only talked to technical support twice and each time it was a back and forth about whether I had or hadn't completed required training to update the software on your pump. When I call them now all I get is referred to website pages. My problems started with the so-called required training to update the tandem x2 pump. I took the training. They confirmed I completed the training. Then they claimed I had not completed the training. I took the training again. One screen in the Tandem portal says I need to complete the training- another says I've completed the training. and tells me to proceed with updating my pump. But when I click on the update button - there is red circle with line through it -meaning stop-you cannot proceed. When I have received a call back from Tandem -it's been when I'm not available at work. This has been going on for nearly 2 months now. If the software on this pump is updated this way -- why can't I get beyond this point? I've paid $900 out of pocket for this pump. What little savings I had is gone, but for what? When I get values on the pump that differ dramatically with my glucose meter values, how do I know that's not due to the pump's software and not Dexcom?