Great service from Roche

They have very good customer service in my experience also

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Roche handsets can experience what some of us call black screen death.

My remote will rarely light up again after I put new batteries in it. The only thing that gets it going is playing and pulling the terminals to the batteries, and also the placement of the battery cover and sort of trying to adjust that gets the screen to light up again.

As my pump is nigh on 4 years old now I just put up with it and play with the remote till it does eventually light up.

I had a scarey moment a few weeks ago and I took the battery out of the pump and everytime I put a battery back in it.. It kept alarming and there was no way to turn it off except to take the battery out. I phone helpdesk and the out of hours person phoned me back within 10 minutes.
We tried so much and in end person said I'd have to go back to injections till new pump would arrive.
However she did say keave battery out for 30 mins... I did this and replaced with an alkaline one and its worked since. However, I do want to change battery to their lithium one again, but dread it, just incase this error comes up again and it just does not turn off.

Accuchek have got a brilliant level of customer service.


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Touch wood..... ive not BSD for a while now but I do remember in my first year of pumping gdtting up in the night cos of occlusion alarm, coming downstairs with pump switched off to deaden the alarm, then switching back on zgain, occlusion again so OH who also got up, said take the battery out, so tried to do that without switching off and ended up having two alarm noises playing in harmony with each other. What a night.... was really funny.. comedy programme


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I've had such a good experience with Roche too it's really great to know there's always support on hand when you need it and they're so friendly! Makes a nice change to experience some great customer service!

I had 2nd probs in few weeks. Got new pump from Roche no probs. i didnt tell them handset was difficult as well. Had to phone them ref set up of new pump, and I had to chane batteries in handset.... I asked them to give me time to get handset working. Chap on phone realised I was having probs n sent me a new handset as well for next day. And I will get my new pump in August despite this replacement pump n handset being less than 6 months old.

Roche have exceptionally good customer service. The best.
Even out of hours they are superb. This is hugely important when getting any diabetic equipment.

They also send batteries for pumps no problems.




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