Type 1 - Connect

 View Only
Expand all | Collapse all

Medtronic CGM users on subscription

  • 1.  Medtronic CGM users on subscription

    Posted 02-08-2022 17:55
    Hi all Medtronic CGM users.  

    Today I received an email from Medtronic to say that my box of 5 sensors had been dispatched from their depot.   On checking my bank account,  a payment of $250 had also been taken as the monthly fee.  

    I contacted Medtronic and after a significant period on hold,  I spoke to a lady who revered the transaction and will refund my $250.  She will send me an email in order for me to return the sensors free of charge.      (I had tried many times to contact them in the first half of July to chat too them about this issue but they were so busy, and now i am travelling.  I could not hang on the phone due to work commitments.)

    The lady from medtronic said that they have been very disappointed that NDSS have not informed their customers to cancel their subscription....  I suppose medtronic could have, but this is not their rollout, they are only the supplier.  

    Anyway the purpose of this message is to pass on that Medtronic asked me to let anyone know that was using a subscription to cancel it so they are not placed in the same position as me.  

    I feel very confident in medtronic that they will continue to give refunds for a period of time.   I've always found them extremely professional to deal with.  

    Cheers 

    Jane





  • 2.  RE: Medtronic CGM users on subscription

    Posted 03-08-2022 09:14
    Edited by Richard 03-08-2022 09:14
    Not NDSS at fault here, Medtronic are the ones that dropped the ball. They knew a significant number of Australian T1'ers were about to become eligible for subsidised sensors and appear to have not acted on that knowledge.

    ------------------------------
    Richard
    ------------------------------



  • 3.  RE: Medtronic CGM users on subscription

    Posted 03-08-2022 09:24
    Richard 

    I could have been more proactive in cancelling my subscription but their are only so many hours in the day that you can get through to Medtronic, the hold time is long, and working makes it difficult.   

    As you will appreciate, I'm not blaming NDSS, ......  my message is only to make others aware and pass on what they said.  

    Jane  



    ------------------------------
    Jane
    ------------------------------



  • 4.  RE: Medtronic CGM users on subscription

    Posted 03-08-2022 13:25
    Hi Jane,

    Thank you for sharing the information you were given.

    Thanks 

    Natasha

    ------------------------------
    Community Team
    Natasha, Erin and Ange
    community@diabetesaustralia.com.au
    ------------------------------



  • 5.  RE: Medtronic CGM users on subscription

    Posted 04-08-2022 10:52
    Totally agree Richard

    ------------------------------
    Michele
    ------------------------------



  • 6.  RE: Medtronic CGM users on subscription

    Posted 03-08-2022 21:08
    Hi Jane, 

    I had the same problem. 

    Medtronic told me to return the box of sensors so I posted it back (at my expense). Last Thursday the sensors arrived in Medtronic's PO Box, so I rang back (as they had told me to do once I had tracked the return) and requested the refund. The person on the phone told me it takes about a month for Medtronic to collect from the PO Box. I was not happy at all with that response for obvious reasons. The person on the phone then agreed to action the refund process which would take 3-4 working days to appear in my account. I am on day 4 and there is no credit back to my credit card.

     I think it is a little strange that to be approved for the 'early' subsidy (starting in July) you had to be an existing customer and there was a 'check' with Medtronic to confirm. 

    At this point I'm $287.50 out of pocket for sensors for July :(. Medtronic knew the change was happening so I'm disappointed that they have made it difficult for their subscribers. 

    I am hoping the credit will appear soon so I don't need to chase up with another phone call. I can't sit in hold when I'm at work. 

    As it's a monthly subscription it's likely that we've all been stung. 

    Thanks for the notice Jane. I think
    Medtronic are cheeky to get you to do the job that they should have done. There was lots of warning in the lead up to the election for them to plan for the change. 

    BUT... I am grateful for the subsidy! 

    Michele 





  • 7.  RE: Medtronic CGM users on subscription

    Posted 03-08-2022 22:21
    Dear all,
    I had a different experience with Medtronic. I am on a 670g. They offered me a 780g for the remainder of the 670g warranty period. I accepted. They subsequently told me to order the G3 transmitter with Bluetooth AND to cancel my subscription. That I did. No problems. Left hands and right hands in organisation seldom know what the other is doing. All gets down to individuals.

    So, I have no issues with Medtronic. It worked for me although I am still waiting on the 780g.

    BTW, the new and free sensor kit came with 5 sensors. NDSS works.

    Cheers
    David

    Adjunct Professor David H McKinnon
    School of Education
    Edith Cowan University
    Joondalup 6027, Perth
    Western Australia

    ________________________________

    This e-mail is confidential. If you are not the intended recipient you must not disclose or use the information contained within. If you have received it in error please return it to the sender via reply e-mail and delete any record of it from your system. The information contained within is not the opinion of Edith Cowan University in general and the University accepts no liability for the accuracy of the information provided.

    CRICOS Provider No. 00279B
    RTO Code 4756




  • 8.  RE: Medtronic CGM users on subscription

    Posted 04-08-2022 10:46
    Good news!

     I got the credit from my 18 June payment refunded today (4 August). Just cost me $9.90 for return post. They probably would refund that too but it's a hassle for me during business hours to ring and wait on hold as I am at work also during those same  hours. 

    My experience hasn't been great always though. I was so frustrated when I initially got a new blue tooth transmitter from Medtronic to find, after heaps of support phone calls, that the transmitter's internal battery was faulty. Then I got the run around as they said it was out of warranty even though they had sent it to me 4 weeks earlier. It was distressing! So many failed sensors and initially they put it down to user error. Long story short - they did send a replacement transmitter and I've been going fine ever since. 

    They did replace the sensors. But they couldn't take back my tears of a month of alarms and failed sensors where they continued to say it was likely user error - not charging long enough/bad site/tape too tight/tape too loose/flat battery in charger/didn't charge it sufficiently the first time at initial use. 

    But no it was, sent me out an old transmitter that was out of warranty before I got it!

    Sorry about the whinge...







  • 9.  RE: Medtronic CGM users on subscription

    Posted 04-08-2022 11:06
    Hi Michele

    What a pickle.   I had a whole box of sensors that were faulty.   Each week, same as you, sleepless nights and constant alarms.   I now run my pump in manual because that was awful and it left me feeling angry about the 'intrusion diabetes has in my life.   Medtronic replaced the whole lot but I practically had to give them my first born as surety that I was not an idiot and knew exactly how to charge a transmitter and insert a sensor.    The medtronics staff were only doing their jobs and were always so patient with me when I had clocked up double figure in hours on the phone in a period of 6 weeks and was getting quite grumpy.   

    Then my 4 month old brand new pump started chewing its way through lithium batteries.   New battery every three days.   I needed to call them 3 times to trouble shoot so they knew it wasn't a one off fault with the battery.   3 different battery changes, from different packets, all lasting 3 days.   

    Sometimes I wonder if CGM and pump therapy is easier as it can be so frustrating, but I feel lucky to have a pump through my private health and now with the cheap sensors,  I won't be so inclined to call on day 4 of 7 if I have a blow out.   

    The roll-out is great and will save us all a lot of money and  time on the phone.   

    Jane 


    ------------------------------
    Jane
    ------------------------------



  • 10.  RE: Medtronic CGM users on subscription

    Posted 04-08-2022 19:47
    Goodness. I'm hearing you Jane. 

    I'm using Smart Guard function now but I totally get what you mean about the intrusion of diabetes into your life with the alarms and alerts. I have a love-hate relationship with my pump! But more love now that it is working as it should. 

    It would be so much better if Medtronic had a face to face service. The whole call centre approach makes you feel very alone when things are not as they should be. It all seems so impersonal. Can't see it happening though. I do have a Diabetes Educator but she just advised me to keep ringing Medtronic until I got the sensors/transmitter working. 

     And yes, so appreciative for the $200+ extra cash in my pocket each month. Might by myself a new pair of runners!





  • 11.  RE: Medtronic CGM users on subscription

    Posted 05-08-2022 12:12
    Michele,
    Re your battery problem. Before the sensor expires go to the sensor on the pump and the days before the sensor expires is shown take a photograph, scroll down you will see the battery charge left  photograph.  Also when I change a sensor I wait for the transmitter charger to signal that it has finished, then I remove the transmitter from the charger wait for about a minute then insert the transmitter into the charger again and wait till it has completed charging again( about five to ten minutes).  For the pump battery failures you will need to have access to a multimeter to measure the open circuit voltage of the battery when the pump says it needs replacing. It should read just less than one volt ( When I measure they are usually about 980 mvolts. If it is reading anything above 1.1 volts there is a fault with the battery sensor in the pump and Medtronic needs to replace the pump.


    ------------------------------
    Ferdinand
    ------------------------------



  • 12.  RE: Medtronic CGM users on subscription

    Posted 05-08-2022 12:28

    Thank you Ferdinand. Good information. I do the same with the transmitter battery.

     

    I have been using re-chargeable Lithium Ion batteries for my Medtronic pump. I bought 4 that came with a charger. They are rated at 2840 mWh (milli-Watt hours) and last 13-15 days when fully charged. The bundle I got from Amazon cost $54.00. So, Fridays, I change the battery in the pump.

     

    I had been using normal batteries, even Duracell, which lasted only 7-9 days. The Lithium non-rechargeable variety lasted around 15 days. When you factor in the cost of these Lithium ones, two packs of 4 batteries almost equals the cost of 4 re-chargeable ones. So, it does not take long to recover the cost. Be careful of the rechargeable NiCad ones because they do not deliver 1.5 volts – only 1.2 volts – and the pump does not like that.

     

    Regards

    David McKinnon

    Sent from Mail for Windows

     




    This e-mail is confidential. If you are not the intended recipient you must not disclose or use the information contained within. If you have received it in error please return it to the sender via reply e-mail and delete any record of it from your system. The information contained within is not the opinion of Edith Cowan University in general and the University accepts no liability for the accuracy of the information provided.

    CRICOS Provider No. 00279B
    RTO Code 4756





  • 13.  RE: Medtronic CGM users on subscription

    Posted 04-08-2022 17:39
    Hi all, It sounds like the People using Medtronic are having lots of problems. I'm glad I didn't go with Medtronic which was considered for a while. Surely they should communicate better with their customers if they like to kee them. It is a very important issue when one has Type 1 diabetes to get information and consideration and not be left hanging without communication. Good Luck all and hope that things get sorted out very soon.
    Cheers Anita

    ------------------------------
    Anita
    ------------------------------



  • 14.  RE: Medtronic CGM users on subscription

    Posted 04-08-2022 19:48

    Dear all,

    I suspect when a person has a negative experience with a firm or produce, that it gets reported while those who have positive ones don't. I started CGM in April 2015 with my new 640g and then to a 670g in 2019.

     

    I am one of the ones who have only ever had positive experiences with Medtronic. Lots of positive communication with helpful, nice and informed people etc., and initiative shown on their part all designed to help me out.

     

    Recently, for example, they contacted me and asked if I wished to move to a 780g, free of charge, for the remainder of my warranty period on the 670g, which ends in August next year. Of course, I said "yes". They told me what to do with the upcoming NDSS CGM access. That was the only difficult part because of my still  strong Scottish accent interacting with their American hotline! ��

     

    Personally, I rate them at 10 out of 10.

     

    Regards

    David McKinnon

     

    Sent from Mail for Windows

     




    This e-mail is confidential. If you are not the intended recipient you must not disclose or use the information contained within. If you have received it in error please return it to the sender via reply e-mail and delete any record of it from your system. The information contained within is not the opinion of Edith Cowan University in general and the University accepts no liability for the accuracy of the information provided.

    CRICOS Provider No. 00279B
    RTO Code 4756





  • 15.  RE: Medtronic CGM users on subscription

    Posted 04-08-2022 20:01
    I only wish that was my experience David. 

    I have the 780G with the bluetooth GL3 transmitter. That is when all the problems started. Have been with Medtronic for years. So hoping your experience stays positive David. I also had no problems, so 10/10 when I was on the 640G.

    I wasn't demanding or asking anything from Medtronic EXCEPT for a CMG that worked. 





  • 16.  RE: Medtronic CGM users on subscription

    Posted 05-08-2022 09:27
    Seems to be the same with Libra 2. Some good sensors and some bad ones which cause a lot of problems. Libra staff were no help after the first few so if I get a bad one I double check with a finger prick.

    On another point and I am not sure if this has to become another thread.
    Has anybody looked into AIP?
    Here are a couple of links:
    https://www.thepaleomom.com
    Our Story - Autoimmune Wellness

    Please let me know what you think.

    ------------------------------
    Cheers
    Cris
    ------------------------------



  • 17.  RE: Medtronic CGM users on subscription

    0