Abbott (lack of) customer service

[Lost in France]

I have been issued a Freestyle Papillon Vision meter on prescription, this is the French name for the Freedom Lite meter.

I have e-mailed Abbot customer service with a couple of questions and their only reply was to contact the French help number, as my French isn't up to this sort of thing it's not much good to me. After a couple more tries with the UK, unanswered, I'm not impressed at all with their so called 'Customer Service' (not that impressed with the meter either).

The questions I asked them were, does anyone here know the answer?

I have downloaded your Copilot software but it only allows me to enter the bg readings in mmol/L whereas my French issued meter displays mg/dL, both seem to be fixed, is there anyway either can be changed or where can I download the software to allow me to enter the data in mg/dL?

Do you have a Geographical telephone, I am unable to call UK Freephone numbers from France

You site implies that I can contact you to obtain a data cable, can you advise me of the procedure to obtain this cable.

 

[satindoll]

I have always had really good help from Abbotts customer care, I can give you their geographical phone number its 01993 892600 its their Whitney office not customer care but if you call them and explain your problem I'm sure they will be able to help with the cable and where to down load the software for your meter.

 

[phoenix]

Hi.
I don't know if the software can be altered. The Abbott libre software I use is the same as the one used for the Libre from the UK but the units are derived from the meter so are in mg/dl.

You cannot change the units on any of the meters from well known companies. ( some people in the past changed the units in error leading to confusion/wrong insulin doses etc. The companies were instructed to make the units fixed..)

I also hate telephoning in French, why don't you Email ?
http://www.freestylediabete.fr/Site/Contactez-nous.aspx
The one time I e mailed Abbott France I received a reply the next day.

However, according to the website, the software for the Papillon Vision is the Auto-Assist, not the co-pilot (that's for the Navigator) The software is downloadable from the French site.

You can order the cable from Abbott France. The link for the software (logiciel) and bon de commande is here;
'Commander un câble USB pour FreeStyle Papillon Vision, Freestyle Papillon Lite et FreeStyle Optium'

It will cost you 35 Euros(par for the course here). You will need to indicate which cable you need.

Unfortunately, to download the software you will have to create an account with Abbott France on their 'My Freestyle' site. ( I had to one to download the libre) There is a form to fill in with name, address, age etc. There is provision for you to opt out of being sent anything else though.
(I suspect part of it is because they have to get evidence of your express consent to the conditions .It's complicated but lets say it's an improvement on a few years ago when you couldn't download any of the companies programs because of French medical data protection laws)

 

[iHs]

I dont tend to use any software on my PC. I just use a pump bg monitoring diary and swear by it. Before pumping, I used a Sanofi Lantus bg monitoring diary as the rows and columns were just about large enough for me to write my bg levels, my bolus, my basal and in small letters above the bg figure, I could write down the amount of carb that I was eating. I could more or less see every day, where I was going right and where I was going wrong. Plus, I didnt need internet either.