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Insight - excellent customer service!
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<blockquote data-quote="Snapsy" data-source="post: 1448550" data-attributes="member: 265172"><p>Hi folks,</p><p></p><p>I love my pump. LOVE it. But my Insight handset/meter has been frustrating me lately because the on/off switch has stopped onning and offing. After a couple of weeks of this I thought I'd phone it in.</p><p></p><p>I just want to say that this issue has caused NO therapeutic problems at all for me, and has not prevented me from doing what I need to do, and I've still been able to test/take insulin/view or change settings and what-not, and I'm still extremely pleased with it as a piece of kit. And it turns on automatically anyway when you put a test strip in, or when I plug it in to charge, and it turns itself off after a few minutes' timeout - so the lack of on/off switch has been a mere frustration rather than an 'OMG I'm in danger' state of affairs.</p><p></p><p>But still, it would be better to have a working on/off switch, right?</p><p></p><p>So I gave customer services a call at lunchtime.</p><p>The call lasted 4 minutes.</p><p>30 seconds on hold.</p><p>1 minute confirming my name, my Roche account number and my handset's serial number.</p><p>1 min 30 seconds explaining the problem.</p><p>3 minutes in: 'We'll send you a new handset. It'll be with you tomorrow.</p><p>Another 30 seconds to give my work address.</p><p>And the final 30 seconds was taken up by my effusive thanks and praise of the listening ear of Roche customer services in general and the lady I spoke to in particular.</p><p></p><p>Cracking service, Roche!</p><p></p><p><img src="data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7" class="smilie smilie--sprite smilie--sprite1" alt=":)" title="Smile :)" loading="lazy" data-shortname=":)" /><img src="data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7" class="smilie smilie--sprite smilie--sprite1" alt=":)" title="Smile :)" loading="lazy" data-shortname=":)" /><img src="data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7" class="smilie smilie--sprite smilie--sprite1" alt=":)" title="Smile :)" loading="lazy" data-shortname=":)" /><img src="data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7" class="smilie smilie--sprite smilie--sprite37" alt=":happy:" title="Happy :happy:" loading="lazy" data-shortname=":happy:" /><img src="data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7" class="smilie smilie--sprite smilie--sprite37" alt=":happy:" title="Happy :happy:" loading="lazy" data-shortname=":happy:" /><img src="data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7" class="smilie smilie--sprite smilie--sprite37" alt=":happy:" title="Happy :happy:" loading="lazy" data-shortname=":happy:" /><img src="data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7" class="smilie smilie--sprite smilie--sprite1" alt=":)" title="Smile :)" loading="lazy" data-shortname=":)" /><img src="data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7" class="smilie smilie--sprite smilie--sprite1" alt=":)" title="Smile :)" loading="lazy" data-shortname=":)" /><img src="data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7" class="smilie smilie--sprite smilie--sprite1" alt=":)" title="Smile :)" loading="lazy" data-shortname=":)" /></p></blockquote><p></p>
[QUOTE="Snapsy, post: 1448550, member: 265172"] Hi folks, I love my pump. LOVE it. But my Insight handset/meter has been frustrating me lately because the on/off switch has stopped onning and offing. After a couple of weeks of this I thought I'd phone it in. I just want to say that this issue has caused NO therapeutic problems at all for me, and has not prevented me from doing what I need to do, and I've still been able to test/take insulin/view or change settings and what-not, and I'm still extremely pleased with it as a piece of kit. And it turns on automatically anyway when you put a test strip in, or when I plug it in to charge, and it turns itself off after a few minutes' timeout - so the lack of on/off switch has been a mere frustration rather than an 'OMG I'm in danger' state of affairs. But still, it would be better to have a working on/off switch, right? So I gave customer services a call at lunchtime. The call lasted 4 minutes. 30 seconds on hold. 1 minute confirming my name, my Roche account number and my handset's serial number. 1 min 30 seconds explaining the problem. 3 minutes in: 'We'll send you a new handset. It'll be with you tomorrow. Another 30 seconds to give my work address. And the final 30 seconds was taken up by my effusive thanks and praise of the listening ear of Roche customer services in general and the lady I spoke to in particular. Cracking service, Roche! :):):):happy::happy::happy::):):) [/QUOTE]
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