tandemdiabetes.comReviews of tandemdiabetes.com

I am trying to get a Tandem pump. There was a glitch in the insurance info. So they aren't getting paid. They sent the pump anyway for some reasons but are holding firm on the "no insulin" which is fair, because I have the ability to pay but have not paid. Unfortunately I have not paid because after many hours of troubleshooting I have learned that they offer no effective way to pay. I have been offered 3 ways to address this: * a web link to a login page that has no record of anyone with any version of my name, so it doesn't work * a phone number to an AI that can decipher some of my speech but not enough to let me log in * Bill, the Tandem rep for my hospital. Bill has a phone number (219-252-9xxx), but no voice mail, and when texted he makes it clear that he will not be calling back because it's not his problem. This has been going on for *months*. I'm considering either not getting a pump or switching hospitals because this level of stress related to a life and death problem is just more than I can cope with. I think Tandem could provide better service by putting some humans capable of returning phone calls and escalating customer concerns to people capable of basic data entry into the system. I have no opinion on the pump because for obvious reasons it's still in a box in my living room. That said, without insulin, a pump made of Lego would be at least as useful.

Since moving from making diabeties easier for orders and tech support I have had nothing but issues with Tandem. They are non responsive to order requests you have to chase up multiple times. I had to contact 5 times on email with still no response. I ended up getting through on the phone after waiting for ages and they eventually sorted. Also the delivery company they use UPS is also shocking (compared to DPD that making diabetes used). No way to even track orders properly or any estimated time frames. I have also got a tech issue with the app and have tried to call multiple times and have had no response and the line just keeps going and going. I have also emailed but got no response. Extremely disappointing, as you can imagine diabeties is a life long condition which is a difficult enough anyway, let alone this making it worse and causing additional stress. I hope making diabeties take back over from them as they clearly cannot cope with dealing with basic order / tech issues.

Customer service is nonexistent. Their solution to every problem is reboot the pump. This is my second tslim pump. My first pump worked fantastic.No problems or issues for the five years I used it. My second pump purchased on 12/30/2023 has been a severe letdown. The pump is not strong enough to eliminate the air bubbles. It is an air pump that inflates a cheap plastic bag. Priming takes 16 to 28 units of insulin. An expensive solution. The antenna is extremely weak, the G7 and pump need to be less than a foot apart to maintain a connection. Numerous false occlusion warnings for stooped line. All have turned out to be false. I bought this pump based on my experience with my first tslim pump! My mistake. When it works it’s great. Sadly the money doesn’t justify the headache! I won’t be buying a third one.

The insulin pump is fantastic, so easy to use and has been so good for me with my levels coming down dramatically. However, customer support is zero, been trying for past 3 weeks to get my next 3 month supplies (cannulas, insulin cartridges and syringes) via emailing and calling their support desks (as told too), but had absolutely no response. Calls just ring and O am put on hold, callbacks never happen and emails go unanswered. Now I only have days of supplies left and will have to go back to daily injections until supplies actually get ordered and arrive! AVOID!

No response from Customer services. I can't get hold of Tandem for customer service. A total lack of response. "Hold your place in the queue for a call back when you get to the top of the list" - but no call back. Care is non-existant. As many have stated, when Customer service was covered by Air Liquide they were great.

Dismissive and irresponsible medical company that does not take seriously the patients. Continuous issues with order supplies, waiting for hours on the phone to get through to someone, zero responses to emails. And a generic apology without any resolution. I would strongly discourage everybody from using tandem and their pump, as you will be continually stressed not knowing if your supplies will arrive and when will you get a response from their customer service.

I really want to love the mobi, but tandems responses to any issues are so disappointing! For a device that I rely on to live, their minimizing any issues with it is really frustrating. I have had so many charging issues with getting the pump to charge, and every time I call, the answer is “are you using the tandem provided charger?” Yes I am and it keeps not working!!!!!!!!!!!!!!!!!!! It is so aggravating! This is the third charger they have sent to me. I will never use the tandem mobi again because of these charging issues. I cannot deal with the uncertainty of if my pump will or will not work. I will definitely be using a different company next time insurance lets me get another pump.

As an insulin pump user, I rely on a dependable company. When I received my first t:slim X2 from VitalAire over four years ago, everything seemed fine. The pump worked flawlessly—right up until recently. Supplies also arrived regularly and in the full quantities required. Pleased with this experience, I decided to get a new t:slim X2 from the same manufacturer once the warranty expired. That turned out to be a disastrous mistake. When the brand-new pump was delivered, it already had three defects (loudspeaker to noisy, vibration alarm failure, insulin delivery failure) necessitating an exchange after I consulted with support. While such things can happen, they really ought to be the exception for a medical device. In place of that one-day-old, brand-new pump, I received a used, refurbished unit that was significantly much older. It had spent nearly a year in VitalAire’s support warehouse, having been repaired in the United States even longer ago than that. According to the system, the hardware revision dates back to 2019, making it older than my first t:slim X2 pump (which is still functional). Naturally, the battery was dead and deeply discharged after such a long period in storage. It is unsettling to think that a human life depends on this device, yet only the specific parts identified as defective by a technician are replaced. I find it completely unacceptable to swap a brand-new pump—fully paid for by health insurance—for an old, used one. In my view, this practice is absolutely intolerable. To make matters worse—forcing me to go back to using my old pump—VitalAire has also been running low on supplies for several months. Steel infusion sets are in extremely short supply; they are being shipped to patients in negligible quantities that fall far short of actual needs. I am currently forced to use these catheters for several days longer than the manufacturer-approved duration, as I have no way to switch to Teflon-based ones. These catheters are available in the USA. After two weeks of written and verbal communication with VitalAire—and their apparent lack of interest—I am left with two defective insulin pumps and still no resolution in sight. I cannot in any way condone the way VitalAire Diabetes leaves its customers without supplies while continuing to collect payment from health insurance providers; until further notice, I strongly advise against using the t:slim X2 insulin pump from Tandem Diabetes.