tandemdiabetes.comReviews of tandemdiabetes.com

This is my second pump from them on the NHS. Both were the t:slim X2 insulin pump and I am now on the G7 Sensor. First off, the pump and G7 bluetooth connection is a bigger joke than that on the mobile phones. If it doesn't have perfectly clear line of sight for connecting forget it. Mine keeps losing connection so often, it's unreliable as a test for my Blood Sugar level. It can be sat in my bra at night, right next to the arm with the G7 on and keep dropping its connection. I recently had an email saying that certain cannulas, the ones I use coincidently, are unable to be provided and have moved me onto one choice only. A case of do or go without, or so it feels. They also changed the supplier of the consumables and their distributer. Before it was Dpd, now it is Ups. Their first delivery to me and I am not impressed. They tried once and left a card. I tried to access my account online and couldn't. I have their app but that said the number on the card they left wasn't recognised. I somehow managed to get access to a recording about my parcel that said it had been collected from an access point by.........It cut off without giving any name or further information. I then tried ringing the number on the card. First time, I was on hold for a few minutes and then............Nothing, I was cut off with no explanation. I tried again and after a good few minutes wait I finally got to talk to someone. He managed to inform me that my package was redirected to an access point for me to pick up. I asked if that was the norm for them? one try at delivery and then get the customer to do their job for them. Would I get another Tandem Diabetes pump? Nope, no way Jose.

Ohh! My gosh!, Who is running this company!, Scary!. I imagine that the same frustration as a customer, it will be as a staff who works at this company. It's very frustrating to reach a customer representative that can answer your questions in less than 3 hours in the queue. What is going on? How a company can survive like this, is out of my mind! I'm speechless!, I'm trying to be polite! I will give them the last try!, If not, I will be going back to the competition. I feel sorry for the employees!

Being a pump wearing Type 1 diabetic since 1988 (almost 40 years!) I just changed ro Tandem Tslim pump 1 yr. ago after 37 yrs on Minimed/Medtronic. I have LOVED the Control IQ feature/functionality and it has caused moderately better A1C values. This is why I even give it 2 stars. However, two terrible things with Tandem (1) the pump loses contact with my CGM sensor (Dexcom G7) continously even when it is worn within 18 inches of pump-to-sensor. Totally unacceptable. And then (2) Tandem's customer and clinical service is woefully inadequate as compared to Medtronic. Medtronic has the BEST most exemplary clinical support I've ever experienced in my 38yrs of wearing an insulin pump. Tandem is painfully average at best and well below average at worst. Tandem's support is staffed by people who read scripts to you regarding the company's position on things with no clear empathy or understanding of the real issues you're experiencing. Not ideal for managing Type 1 diabetes and, after 1 year on Tandem, I so regret the switch from Medtronic.

Everything was fine initially when I received the pump. But I noticed when I put Control IQ on, it won't let me change the duration of the insulin I'm given. One thing I do know is that it's NOT 5 hours - but that's what it has to be for Control IQ to even turn on. Changed all my settings to work with that because at first it threw all my sugars off (dangerously so - I was in the hospital three times in the first two months for overnight lows). When I get a Minimed again (because it WON'T be Tandem) i'll have to change them back. Some alarms can't be changed, adjusted, or cancelled - yes I know, safety and all that. It's on its highest setting for night time and doesn't wake me even when it's clipped to my shirt collar. And during the day my sugar runs about 75 to 95 most of the time - I DON'T need my pump screaming at me - ALL DAY LONG - because my sugar is less than 80. And the software that connects pump, phone, and sensor is absolute dirt. Have to reconnect my phone about every 36 hours or so. Super annoying when I need to bolus in the car or at work. I work with children who, if they see my pump, will actively try to pull it out - therefore I can't just be taking my pump out of my pocket to bolus. And having it alarm all the time makes it pretty hard to hide too. If I had the way to manage it, I'd go back to injections rather than use this garbage.

OK. Most of the reviews here seem to be from the USA, In Australia we have a different supplier (not Tandem itself). I'm now on my third pump in 18 months. Similar issues with both faulty pumps, i.e. unable to charge. First was a faulty charging port on the pump. Second was a software issue where the charging indicator stayed at 20%. After about 3 hours I rebooted the pump (yes I was tempted to boot it out of the window!) and lo and behold it said power was at 100%. Contacted the distributor (AMSL Diabetes) and had major arguments, firstly with the initial agent who insisted I should be using the "Official" Tandem charging cable, At this point let me say that I've been in the IT industry for over 50 years, since before these 14 yo "agents" parents were born! The port on the pump is micro USB. There is one pin to indicate if it's connected to a "device". Other than that micro USB was one of the worst designs ever. How is Tandem supplying Europe where USB C is now mandatory? The software for the pump was written by someone in high school. No ability to bypass the 10 units wasted when refilling/changing the cartridge but not the infusion set. And my Autosoft sets don't have canulas so another shot of insulin wasted. Thank God I only pay $AUD 6.70 for 2 months supply! When I wake up and find that my infusion set has become dislodged the pump has been shooting insulin all over the place and thinks I have a squillion units on board! Why isn't there an option to tell the thing I have ZERO IOB??? I could always inject myself with that amount and give myself a hypo of course! These things are medical devices. They're supposed to be designed sensibly by adults. My diabetes educator is trying to get me to change to the Medtronic. I think I'll discuss this at my next appointment next month.

The customer service is god awful. They continually blame me for the problems with my pump telling me that I just don’t know how to use it. When there were clear problems with my old model they didn’t do anything but say “call back” and I ended up going into DKA cause the pump failed and we didn’t realize. They also hadn’t contacted me about my auto delivery, claimed they called or texted (I never got either) and unenrolled me from my auto reorder. When I finally called to get my pump supplies it then took another MONTH when I had a week of supplies left to get the supplies I needed. I’m 25 and had to use my mother to threaten them that if they continue this then she’s going to the better business bureau because they’re putting my life at risk.

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.

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.