tandemdiabetes.comReviews of tandemdiabetes.com

I have never experienced this poor customer service in my life. I needed a rush order and was misinformed by the customer service agent on what was the best method for expedited shipping. I called back a few days later after my order has still not arrived and was hung up on by the agent, who blamed me for this issue. When it comes to medical supplies, provide a better level of support.

Tandem has a fairly good product, however their customer service is awful and uncaring. I had an issue a few months back. Fairly simple thing. They stated they would replace the product that was problematic and wanted me to send the malfunctioning product back. I received one email from them asking for their product back but was never sent anything. So, I called, and they said they would make it right and never did. Whatever. Just a sign of how they deal with customer issues.

I had a Tandem tSlim X2 insulin pump and it failed. Called Tandem and the support person confirmed the pump failed---repeated Error Code cartridge would not seat and deliver insulin to pump. How sweet! Tandem sent me a refurbished pump and it could not even be charged...it was 'DOA' or Dead on Arrival. They must not have any quality control Whoever heard of shipping out an important medical device without checking to see if it works? The original pump, still under warranty, suddenly failed by stopping all insulin delivery without warning. Lost several cartridges trying to satisfy the Error Code 20 warning to replace the cartridge. This wasn’t just an inconvenience—it was a potentially life-threatening malfunction. I promptly contacted Tandem’s customer support, and they arranged to send a replacement. But what followed was an even more disheartening turn: the replacement pump was entirely nonfunctional out of the box. It would not work at all and could not even be charged. Two consecutive failures, particularly for a device entrusted with sustaining life, raise serious concerns about quality control, reliability, and patient safety. I expected Tandem to offer equipment I could trust; instead, I was left scrambling to preserve my health and manage a crisis that should never have occurred. When we use devices like this, we’re not asking for luxury or convenience—we’re asking for a lifeline. Tandem, in this case, did not deliver. I really liked the Tandem insulin pump when it worked...before failure. I did not like getting a dead replacement pump Not much excuse for that. UPDATE I tried my son's Tandem USB cable and it worked to charge the replacement pump The Tandem cable I had worked on my old pump but would not work on the Tandem replacement pump One of life's mysteries

Called the support line got a person who acted like they didn’t know anything about pumps. Call lasted 50 minutes without fixing the problem told me I’d have to wait for someone to call me back the next day at 330 I also feel like their supplies have cheapened not working keep getting an occlusion error have to change sets until finally the third set started working.

On top of all the complaints that others have already left, who ever decided that "you have to pump at least 10 units before stopping" needed to be programmed into the device should no longer be allowed to make company decisions. How are you guys going to make Metronic look good?

My T-slim pump malfunctioned on a Thursday. I called Tandem Support and they told me it was a non-renewable error and the pump needed to be replaced. The pump is less than 1 year old. They confirmed my shipping information and told me it would be overnighted via FedEx and I would receive it on Friday. It did not arrive, so I called Tandem again. They said there was an error on their end and I won't receive it until Monday. I asked why I did not receive a message explaining the delay? No response, just more apologies. When my Medtronic pump failed, the replacement arrived the next day as promised.

I had issues with insurance using a pod device. I had used the Tandem in the past and insurance approved it for me to go back. I contacted Tandem and they began working with my doctor. It was a very easy process and with in 1 1/2 weeks the pump and 90 days of supplies were delivered to my door. I use the T:slim X2 with IQ technology, tru steel infusion sets, along with Dexcom G7. After less than two weeks I checked this morning and my last 24 hours I have been in target range 100%. My target range is 70-149. This is a first for me ever with any product. It is amazing to see the technology at work on my app graph and the unit responding to blood sugar trends. It is making changes to prevent highs and lows. I am truly amazed. The IQ technology and auto bolus are not hype. I am thrilled. I cannot wait for my doctor to see my progress. My GMI percentage has dropped 1 full point in 1 1/2 weeks along with a substantial drop in my average glucose reading. Everyone I spoke with at Tandem were friendly and helpful. Easy for me to give 5 stars.

The infusion sets are getting cheaper and cheaper, the tubing is rougher catching on internal edges when unravelling to deploy before cocking or on the center piece taking it off of the needle/cannula rendering the set useless. Customer service says they know how everything works but have never used the device themselves so explaining the issue turns into a nightmare. I have had to replace many sets over the 5+ years I have worn a Tandem. They just don't care and actually used the excuse of "well we don't make the sets". I had used an Omnipod previously and considering whether to ditch Tandem altogether.