Is Medtronic's Product Support slower than before?

I phoned Medtronic on Monday afternoon to tell Product Support that the previous night I entered a BG of 11.6 and my 670G would normally alert to say a correction was required but it didn't. There was no active insulin, so I couldn't understand why this happened. The girl I spoke to asked me to upload my pump to Carelink, so that she could find out what was happening at the time. She asked me to e-mail her when I had uploaded. I had difficulty uploading, presumably because Medtronic has updated Carelink, but eventually sent my e-mail at around 4.45pm.

I received an e-mail yesterday afternoon, saying she would have a look and get back to me. It is now 5.45pm on Wednesday and she still hasn't got back to me. I still don't know if there is a fault with my pump (I reckon there must be) or if it was a one off and there is nothing to worry about.

This is the first time in 10 years that Medtronic hasn't dealt with a pump problem on day one. I am surprised that this has happened, as Medtronic has always been so helpful in the past. Has anyone else had this problem, with the 670G, or Medtronic?

Dexta said:

Did your entry of 11.6 BG indicate an appropriate correction bolus or was it that you just didn’t get a high level alert before testing?

How closely calibrated was your pump at that time?

Has it happened again?

I usually find Medtronic are very prompt when dealing with the very few issues I’ve encountered.

It would be really helpful if you can share their eventual response.

Thanks

Click to expand...

When I entered my BG of 11.6 no correction was indicated. The calibration was accepted ok. The pump had shown 10.8 before I did my BG. This was the first time a correction has not been suggested with a high BG and no active insulin. What made matters worse was that I was wakened by an alert 4 hours later, telling me to test BG to remain in auto mode, as maximum basal had been used for 4 hours.

Medtronic got back to me today (with a bit of promoting from me.) I was told that my Carelink results showed my BG had started to fall when my BG was 11.6, so the pump did not suggest a correction. I said I couldn't understand this, as if a correction had been taken I wouldn't have been alerted 4 hours later. She hasn't got back to me on that.

Everything had been fine with any necessary corrections since, so at least that's something.