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Anyone experiencing appaling customer service from Abbott Freestyle?

O

Omnipod

Well-Known Member
Messages
538
Location
West Sussex
Type of diabetes
Type 1
Treatment type
Insulin
Is anyone experiencing difficulty ordering? A error message keeps saying that my street address needs to be less than 35 characters....which it is. I called Abbott, they have said there is a problem with the online shop and the problem will be reported it IT!!!!! Ordering seems to ALWAYS be an issue with Abbott. Their customer service is appaling to say the least.
 
Only ever dealt with them when using the Contour USB meter, I always found them to be helpful when contacting their customer service, but that was 2 years ago and I've never used their on-line shop.
 
I've noticed a couple of issues since they started selling the Libre. Their main website now has no provision for logging in. Previously you could log in, see which meters you had registered and order replacement batteries - this facility has disappeared. Also a few weeks ago I requested a free Optium Neo on their website, but this request has just disappeared without trace, no meter and no email comfirmation, but if I try to request again it tells me I have already completed that form.
 
They are not allowed to send out replacement batteries by post anymore, its easier to phone to order stuff, I have not had any problem ordering via phone, my only grump is they will only send out 2 diary's at a time.
 
I've just ordered 2 more sensors.

I logged in, went to account menu & clicked order & then went to my last order, which gives the option to re-order. After that, all the fields were pre-filled up to credit card details. Now showing, payment accepted, delivery 3-5 days...

hope this helps.
 
As I mentioned in the libre topic, they were very quick to send out replacements for my faulty sensor.
 
rubold said:
I've noticed a couple of issues since they started selling the Libre. Their main website now has no provision for logging in. Previously you could log in, see which meters you had registered and order replacement batteries - this facility has disappeared. Also a few weeks ago I requested a free Optium Neo on their website, but this request has just disappeared without trace, no meter and no email comfirmation, but if I try to request again it tells me I have already completed that form.
Click to expand...

@rubold - I did the same and when nothing arrived, I emailed them. Got a response saying it can be up to 60 days to send out the Neo. I'm trying to be a bit more patient as they seem pretty slow at everything. Compare this with my recent experience with Sanoffi Aventis - rang to ask for a PIP code for the JuniorStar pens because my GP couldn't find them on the system - Customer Services guy said he could send the pen directly to me and that he would send two so I have a spare - spoke to him at lunchtime one day and the parcel arrived by courier by 10am the next morning. Abbotts have a few lessons to learn I think.

Smidge
 
I figured they would be slow so I've just left it, but their service does seem to have worsened after the Libre went on sale, since the previous free meter I ordered arrived within a few days.
 
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