tandemdiabetes.comReviews of tandemdiabetes.com

Company tells you supplies will be one price then when reorder comes it's 3x as much. They don't tell you have to call and pay over the phone before they will ship. To make matters even worse they bill you for entire order regardless of insurance and then you have to call for a refund, in my case over $800 above what my actual bill was after insurance. They tell you they are processing it but you have to call several weeks in a row to get it done. Extremely frustrating. Unless you have hundreds of dollars to spend and or tie up I wouldn't recommend this company.

Really bad service You can’t upgrade your pump easily They write a email to you with a upgrade number but this is not working. Contact tandem by phone so they sent a email again with different number Do all steps again but I gen upgrade the pump Contact again by telephone and now they say you can wait for 2 days more because they need to contact USA for more information. For tomorrow I need take day of from work for safety if all works correctly after that upgrade so I stay at home for nothing . And that means I need to take off a extra day again. Bad service bad equipment

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!

Customer service IS bad as everyone on here is saying. Almost none of them actually understand diabetes and I believe are troubleshooting from a script. My cgm and pump are no longer "talking" to each other and I've called tech support three times in the last 30 days. They will tell me, "that's a Dexcom issue," and transfer me to Dexcom. Then Dexcom will listen to my issue and say, "that's a pump problem," and transfer me back to Tandem. Then Tandem will say, "It IS a Dexcom issue," and transfer me BACK to Dexcom. The last two times, the young men actually LAUGHED at me. I've had diabetes for 45 years and worn a pump for 20 of those years -- 10 years with Medtronic and now just short of 20 years with Tandem so I'm not a novice and I'm not an idiot. I know how to actually USE my pump, but I can't make the CGM and pump TALK to each other. I am at that point where I am going to switch back to Minimed. Wish me luck