Apr 3 2008, 06:13 AM
I know I have shared my many issues with Animas on this forum. I should have done this long ago but have finally decided to email Animas through their "Contact Us" option on their website. Please note that I've slightly altered the email. I've removed the names of the representatives and such. The website says I should get a response in 72 hours. I will share once I do.
"To Whom It May Concern,
I am an Animas 1250 user. I am unfortunately very dissatisfied with your product and resolution to issues regarding this product. I am overdue for another replacement (this is pump #7 in 2 1/2 years). My current pump randomly malfunctions when I try to prime it. It seems to just spin, usually it'll work and prime correctly if I try it a second time. It's been doing this since January. I recently just noticed a crack in the casing next to the battery cap. I have seen similar cracks in 2 other models I have owned.
I am reluctant to relinquish this particular pump because it is the only one that has lasted more than the 1-4 month time period that the others couldn't survive. I am actually very careful as much as is physically possible when it comes to handling this pump since I know it is so prone to defects. I only tighten the battery cap with my fingers and try to keep it protected in a case at all times. I'm not as active as I should be and know it is not user error.
When I received this particular pump (#7) last summer I decided from a consumer standpoint that this is not something I should have to deal with for the next 2 years until the warranty is up. There was a very clear pattern which indicated a consistently defective device. Your Customer Service Department was ill equipped to take any active action other than offer to send yet again another replacement. They stated it was out of their control and could only send an email into one of their black holes (supervisor's that I don't believe exist). They referred me to the local representatives which were impossible to get a hold of. The only contact was by phone which usually ended in leaving a voice message. One rep was in the process of moving and very difficult to get a hold with her number changing in the middle of the whole process. She was nice but it was out of her control as well and she referred me to yet another higher level local representative. I called him multiple times and many days later received a short message from him. Since I work full time I knew it would take more effort and time than I had available to contact him and left it at that.
Any response to this email would be a good response and given my previous experience with your company very different than what I've gotten in the past.
I've worked for a DME company and specialize in the medical field. I actively participate in online diabetic groups and local events as time allows and share my dissatisfaction. In sharing my Animas experience I try to also mention positives such as how willing you are to send replacements but every person I talk to can understand the frustration of owning a consistently defective or malfunctioning product. I speak to people who seem to be happy with their Animas pumps but most own the 2020 model.
Have you ever waited in a Wal-Mart customer service line to return an item? I don't know many people who would do it 8 times in a row just to get the same defective item back. Can you imagine buying a brand new car and having to get it completely replaced every few months because of one issue or another. I don't believe anyone would put up with that.
Although I have decided on a different pump manufacture and will hopefully transition onto the new pump this summer I would like to give Animas one last opportunity to rectify the situation and help me leave the company on a more positive note.
Apr 4 2008, 05:52 PM
Can't wait to see their response, if you get one.
Apr 5 2008, 12:12 AM
Well thought-out complaint. It will be interesting to see if Animas can come up with a suitable solution to your problems, although the crux of the problem seems to simply be widespread quality control issues with the model you have, or perhaps poor design. Either way, about the only useful solution I can suggest is for them to send you TWO replacement pumps--one for everyday use, and one as a spare for when you encounter the next failure. If I were you, I would press them very hard to send you two pumps.
Apr 9 2008, 02:05 AM
I did get my response and have to say that it has settled my dissatisfaction for the time being. Time will tell if it is a permanent solution or not. I would have been fully satisfied if they had done this about a year ago and without all of the extra hassle. Grrrr....sometimes it's soooo hard to make myself heard.
No matter what the 1250 had lost my confidence and I feel like I got that message across pretty well in my email. Even if they had sent me 2 pumps I don't think I would have had enough confidence to continue using that pump model. I wanted something that wouldn't fail on me in less than 6 months. I just wanted something that would work...consistently. No hassle. No exchanges. No multiple calls to customer service. No problems.
I received a call from an Animas representative yesterday who said that she was personally going to handle my complaint and asked if I would be satisfied with an upgrade to the 2020 all expenses paid by Animas given my circumstances. With all of my multiple problems they were going to make an exception. It was nice to hear them acknowledge my problem. I accepted the offer and she sent a brand new 2020 pump next day air which I received today when I got home. I am currently wearing the new pump and excited with the novelty of the new toy. The new screen is very nice. I'm still a little skeptical but hopeful at the same time.
They pretty much did the upgrade program without making me pay the upgrade price which would have been 600$. I'm just glad it's not a 1250. Relief. She emphasized that the warranty was going to remain 4 years from the original purchase of my first pump. If this pump ends up lasting me without needing a replacement they will be forgiven and I'll consider my relationship with Animas to be in good standing. It's nice to know that they'll stand behind their product and I have learned that next time I will voice my complaints through the website.
Apr 9 2008, 03:47 AM
Very cool they sent you the current model! I hope you have zero trouble with it. Few things are as stressful as having a pump failure (especially when on vacation--been there, done that), so here's wishing you perfect pumping for years to come!
Apr 10 2008, 05:10 AM
That is great to hear that Animas came through for you. I really hope this pump lasts a long time for you.
Jul 15 2009, 11:22 PM
You're not alone! I am on my 13th. IR 1250. Animas Pump Support has always been superb for me and replaced pumps without hassle. I think I'll discuss this matter more in depth next time. With my family of 3 other pumpers, the 2020 and Ping have proven more reliable in practice.
Jul 16 2009, 04:18 AM
I too am glad for you that Animas came through for you. As a newer Animas Ping user and I have had great customer service responses. I have not had any problems with my Ping in my 4 months. I hope it was a model issue and not a company wide lack of Quality Control.
Jul 16 2009, 11:34 AM
So it's been three months? How's the new pump lasting?
Jul 16 2009, 01:55 PM
The Animas 2020 and Ping have been much more reliable pumps in our 4 pumper household. My wife's 2020 went 1 1/2 years without glitches. It died finally when her wheelchair broke an axle and she fell on it. She was offered a replacement and paid to upgrade to the Ping. Baby Bjorn's Ping has gone 9 months without any issues. Erik's year old 2020 has never given trouble.
Aug 13 2009, 12:57 PM
My OK button went intermittent on my Animas IR 1250 yesterday evening. Called Pump Support last night. Explained problem. Animas Pump Support instructed me to disconnect the pump and they're going to replace it. We said goodbye. 10 minutes later, I get another phone call from Animas. Same lady. She explains she forgot to tell me something important. The IR 1250 is no longer being made. She explains that I am getting a new 2020. I'm getting upgraded for free. Given my family's history with Animas Pumps, the 2020 and Ping are much, much improved in the usability and reliability department. I am getting it on Friday and will be reading manuals a lot. I am also getting upgraded software and some training. After 15 IR 1250 pumps, I am ready for upgrades. No complaints with pump support or Animas themselves. The 1250 just had a history of frequent No Primes.
Aug 27 2009, 03:23 PM
Hi, Sparky and all!
I am happy to hear that Animas came up and gave you a new 2020. I do believe they have the greatest support. Apparently, however, your reps weren't doing too good a job. It is a shame since the devices we use not only help us with controlling our lives but also keep us well and can kill us. Your analogy of a new car or waiting in Wal-Mart checkout were great but it still didn't give the emphasis of how important these medical devices are to our well-being and safety. I think I would have been writing them after the 2nd replacement pump. Apparently, they were aware of the 1250 problems and this was likely one reason it was discontinued besides they were coming out with better models.
Early pumps left much to be desired in both construction and technology. There is still a ways to go! It is getting better. I expect that within the next few months that we will see the Animas Ping integrated with the Dexcom 7 CGMS. So, let's keep our fingers crossed! Maybe if we all wrote letters . . . hmmmmm!
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