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When Life Depends on Medical Technology


25 July 2006

When Life Depends on Medical Technology

Two days ago I contacted the Global offices for Medtronic because I could not find anyone here in the UK to speak to on a Friday evening. Admittedly it wasn't that serious. the clip that attaches the insulin pump to my clothing had snapped off, but other then stuffing the pump in my under garments (ie, very uncomfortable!), I was a little concerned how I was going to manage my daily life! I had a serious presentation to make and a horse riding event to attend. I had become so dependent on utilizing the clip, that I was feeling vulnerable.

This was their response to the letter I sent. I am impressed! My faith is restored. With a little effort and finding someone inside the corporation who is compassionate and savvy - I was treated with respect. This is a rare find in the market today! My pump clip arrived as promised. Now I know if there is really a serious problem, I feel better about Medtronic, their culture and their commitment to patient support.
Their Letter:

> Dear Elizabeth Snouffer,
> Thank you for contacting us. I am in receipt of your email regarding your belt clip. Due to the time difference, I am not able to follow up with our U.K. office at the present moment, however, I wanted to address your issue as soon as possible.
> First, I would like to apologize for the level of customer service you experienced in not being able to reach our U.K. office, as well as the service you received when you contacted our U.S. 24 Hour Help Line. Clearly this is unacceptable. Please know these issues will be addressed.
> We genuinely hope you will accept our apology for the inconvenience and the way in which you were treated. I am sending you a complimentary replacement pump clip to the address on your email.
> Thank you once again for your email and sharing this issue with us. We hope to learn from this and improve our customer service. If you have any further questions or concerns, please contact the 24 Hour Help Line at 818-576-5555.
> Best Regards,
> Denise Grant-Perez
> Medtronic Diabetes Senior Clinical Technician
> 24 Hour HelpLine
> International/Research
> 24 Hour Product HelpLine

Like I said, I am very impressed!


Blogger Megan said...

Excellent, kudos to them!

8:15 PM  
Blogger NYMOM said...

I didn't have such a good experience with the customer service people for my Free Style Flash meter. When I first purchased it the box was stapled together. So after using the meter it didn't appear to work correctly. I now think I just didn't know how to use it properly, as I never used one before.

Anyway I called them and told them and they said they would send me another one. I naturally assumed they would send me another completely sealed package in order to make me 'whole' again.

So much to my surprise they send me JUST A METER...instead of a totally new sealed package with everything in it. I then called them up and winded up ranting on the phone to one of the customer service reps...who seemed just eager to get rid of me and so I finally just hung up...

Of course now I'm embarrassed to call back for any questions, so just muddle along as best I can on my own.

2:23 PM  
Blogger NYMOM said...

My faith in humanity has just been restored as I just got out of visiting my diabetes specialist for the first time and he is very very good...

Actually he just informed me that if I continue losting weight, he's going to stop my medication but I'll have to watch what I eat forever.

Oh well. Small price to pay.

6:21 PM  
Blogger KSC said...

I've had about three belt clips snap, I gave up on them, but I loved their slim fit. Hope you get a new one soon.

1:13 AM  
Anonymous Florian said...

I am even more impressed with the fact that the letter was signed with the name of a person. Very often I get letters from various companies that are simply signed,
Sincerely,Humpty Dumpty Co.

4:39 AM  
Anonymous Anonymous said...

Diabetics should always keep a sterile finger lancet, test strips, and alcohol pads near them for emergency testing of their blood sugar. Alot of the new products out on the market make life easier and less nerve-racking when managing diabetes supply on a daily basis. Diabetics should always have on hand necessary medical supplies for their well-being and back-up supplies in the car and at work.

Diabetes Supply

1:44 PM  
Anonymous Monty said...

Hello, you have tried to your best. I agree with you and really liked it. Great effort... Keeps it up!!!!

10:28 AM  

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