Between myself and a friend we have lost almost an entire box of pods due to Pod failure in the past six weeks. Astronomical failure rate in a business where failure is death. I already have a list of complaints that still need to be fixed — but failure is not an option for Pods. This morning I was pretty cranky — waking up at 6am with an empty Pod, go to fill a Pod and even before priming getting the siren of death. Angrily smashing it with a screwdriver helped.
Starting in 2011 I will likely take another pump vacation but hang on to the OmniPod for the time being too for cycling and busy work days at the office.
Insulet/OmniPod customer service is always polite, but not able to truly speak openly about the failure of the product or what they are doing to correct the situation. Maybe when a manager calls back they’ll ship me the replacement Pod as I requested and I even offered to pay the shipping on. Alas, it sounds like I will have to wait for my next shipment.
Customer Service follies: when something fails — fix it today; not when I get my next re-order since there may not be a next order.
My allegiances lie with patch-pumping; not OmniPod/Insulet. When the other players enter the market starting in 2012, we may end up with some real competition.
Update: As of Jan 2 I have lost almost an entire box of pods myself due to various pod failures (usually in the priming stage although some while wearing during the first 12 hours). It seems that OmniPod had a manufactoring issue that was disclosed at their investor conference call; but did not issue a recall since the phone-in complaints were only marginally higher (although noticable in their call center). My wonder is what the people that toss the Pods and either use a new one or switch back to their old system.
Update 2: As of June 2011 – the last few months using a fresh box of pods has been quite sucessful. Basically no failures. And still, no competition to speak of as OmniPod gets closer to releasing their next gen pod (I hear talk of early 2012).
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