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Abbott Class Delayed Activation As User Damage!

W

WoodWarbler

Newbie
Good morning all, I have been lurking for sometime but I'm not one to post, however on this subject I though I needed to.

I applied a new sensor last night and activated it this morning as I know a lot of others out there do. However after the obligatory hour I tried to take my first reading to get the "try again in 10 minutes" error. Having tried again 6 or 7 times over a period of two hours I called Abbott to report a failed sensor. I told the customer services agent that I had applied the sensor last night and activated it this morning. I was told that they would replace the sensor this time but that they classed a delay in activation of more than a couple of hours as "user damage"! I discussed the fact that the sensors were not always that reliable for the first 12 - 24 hours but this was dismissed as happening only occasionally and to only a few people who may be sensitive to having the filament in their skin.

Be warned!
 
WoodWarbler said:
Good morning all, I have been lurking for sometime but I'm not one to post, however on this subject I though I needed to.

I applied a new sensor last night and activated it this morning as I know a lot of others out there do. However after the obligatory hour I tried to take my first reading to get the "try again in 10 minutes" error. Having tried again 6 or 7 times over a period of two hours I called Abbott to report a failed sensor. I told the customer services agent that I had applied the sensor last night and activated it this morning. I was told that they would replace the sensor this time but that they classed a delay in activation of more than a couple of hours as "user damage"! I discussed the fact that the sensors were not always that reliable for the first 12 - 24 hours but this was dismissed as happening only occasionally and to only a few people who may be sensitive to having the filament in their skin.

Be warned!
Click to expand...

Looks like it will be a case of always keep your conversation with Abbotts to the absolute minimum content :)
 
WoodWarbler said:
Good morning all, I have been lurking for sometime but I'm not one to post, however on this subject I though I needed to.

I applied a new sensor last night and activated it this morning as I know a lot of others out there do. However after the obligatory hour I tried to take my first reading to get the "try again in 10 minutes" error. Having tried again 6 or 7 times over a period of two hours I called Abbott to report a failed sensor. I told the customer services agent that I had applied the sensor last night and activated it this morning. I was told that they would replace the sensor this time but that they classed a delay in activation of more than a couple of hours as "user damage"! I discussed the fact that the sensors were not always that reliable for the first 12 - 24 hours but this was dismissed as happening only occasionally and to only a few people who may be sensitive to having the filament in their skin.

Be warned!
Click to expand...

Utterly bizarre!

Admittedly, probably about a year ago, I had a conversation where I stated I wait 48 hours to activate (it works better that way, for me), and the Abbott agent stated they comfortable some people waited a day, but couldn't quite grasp longer.
 
I can only speak from personal use but I always activate a new sensor as soon as it is applied and I have never had any problems with false readings
 
I had that happen, the sensor hadn't gone in properly, but I tried to activate it after an hour, so had no hassle over the replacement.

They do like users to follow instructions, that is no surprise, as their customer base expands they are bound to get a bit more cautious about replacing sensors, they don't want to replace sensors where the user has done something to damage it.

I think @porl69 is right here, the issue is probably that the sensor didn't go into your arm, or whichever site you used, properly, so there is no need to give them any more information than is strictly necessary.
 
I had the same response when I said I always wait 24 hours to activate the sensor after applying. They told me I must never do that. Most sensors work but out of 31 I’ve had about 6 that have been ridiculously out (and rang them about 4 of them) and not consistently out either. I don’t mind if I know I always need to take 1 off the reading but my current one is 3 out or .7 out. Abbott are sending another but I kept info to a minimum on the call. This time they wanted the serial number of my bg meter that I test against as well.
 
I always wait 24 hours after insertion before activating. Get strange readings otherwise and end up having to fingerprick for a day or so until the sensor settles down.

Sounds like Abbott have pretty good customer service in the UK, here in Germany it's awful. I've complained about sensors not working and they couldn't care less. I've read several posts about Abbott UK replacing faulty sensors , no such luck here just get some default email on how they work :-( Luckily I get them on prescription
 
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