Great service from Roche

[RoDnEyBoY]

Hello,

I have been on pump for apx a month now still learning but getting there - I think/hope.

My hand set (Accu-chek combo) failed to turn on yesterday I tried new batteries leaving the batteries out for a while and a few other things and just before I went to get the hammer a message came up E57 Electronic fault (something like that?) I phoned Roche and they talked me through some things to try but nothing worked. So it was decided that they would send me another hand set this was yesterday afternoon.

This morning at 10am a replacement hand set arrived, 15 minutes with easy to follow instructions and I was up and running.

What a great service I never needed to contact them but was assured they could talk me through setting it up if I needed it.

Just thought I'd share with you how happy I am with Roche..

RoDnEyBoY.

 

[mrman]

They have very good customer service in my experience also

Sent from the Diabetes Forum App

 

[donnellysdogs]

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.


Sent from the Diabetes Forum App

 

[iHs]

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


Sent from the Diabetes Forum App

 

[K8tie_x]

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!

 

[donnellysdogs]

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.




Sent from the Diabetes Forum App