As a long-time (long) shareholder, and user of Insulet products, it is sickening to see how their current customer service situation is affecting the company. Though they have a great product, they are not able to take sales or reorders from customers because they can't answer their phones. Yes, switching costs are high for their existing customers but if new customers can't place orders they are certainly going to suffer. Without drastic improvements to their sales and customer service processes Insulet is going to start to see very disappointing sales numbers in the near future.
I just spoke to a very nice customer service rep because my son called 9 DAYS AGO about 3 bad pods that he needed replaced and they apparently just shipped yesterday. Based on our previous shipping wait times with Insulet, he's got a loooong time to wait yet. Eight days to respond to a request for replacement pods is unacceptable. When he switched to the new system, the stated shipping time for the new PDM was 12 days. He did not receive it for 2 days after the originally stated ridiculous time. As I explained to the rep, it is as if this company does not understand the population it is dealing with. Nor its own product. There are ALWAYS pod failures. Some of them are alarming on the front step in the shipping box. They need to bake in a few extras with every order. This need not be an insurance issue, it should be company policy. Until they make a perfect no-fail pod, be proactive, for the love of Pete. Very frustrated right now. This equipment isn't an option, it is a necessity. It needs to be treated as such by the company that produces it.