Our 13 y.o. son is T1D for one year now. Been using the Libre almost since he was diagnosed and are very reliant on it.
We are heading to Australia for 3 weeks this Thursday morning (22/3).
We fitted a sensor to him on 4/3 and it came off 7/3 which I think was due to faulty sticky tape on the sensor, so we had to fit him with another one. I reported it to Abbots and they only replied on the weekend. We've had faulty sensors before and they are usually quick to reply and supply a new one, usually overnight.
I ordered 2 more sensors on 7/3 for the sake of it. They are yet to arrive.
We had 2 x spare sensors which would have covered our trip but now we've had to use one due to the faulty one.
Spoke to Abbots customer service this morning and it was like dealing with a brick wall, one that simply did not care. I stressed the importance of getting the new sensors by Wednesday and all the guy would say is he'd put notes in the system.
As I wasn't confident in him I called back and spoke to a woman who told me the guy had put in a request to deliver by Thursday (despite me saying we fly out on Thursday) and then she said she couldn't guarantee anything as it's a 3 week wait. She wouldn't allow me to escalate the call to someone senior either.
I called Abbots UK office and someone called me back just now and they simply said they have a stock issue and basically had I ordered sooner I'd have gotten them sooner. I pointed out that I was fine until we had a faulty sensor and now we aren't fine so I need a new sensor urgently. It fell on deaf ears.
You know how good a company is by the way they handle issues. I can tell you that Abbots are very poor. It's irrelevant that their demand is high, they should have planned better, and surely in circumstances like ours they should have emergency stock.
We are now left going to other side of the world, with a time difference, and having to manually monitor even more regularly than we did before.
Now I know there are people that don't have a Libre or such, and so must finger prick often, but when you use a Libre you come to rely on it a lot, and then to experience such poor customer service is shocking.
Sorry to rant but it's such bad service with a lack of care.
We are heading to Australia for 3 weeks this Thursday morning (22/3).
We fitted a sensor to him on 4/3 and it came off 7/3 which I think was due to faulty sticky tape on the sensor, so we had to fit him with another one. I reported it to Abbots and they only replied on the weekend. We've had faulty sensors before and they are usually quick to reply and supply a new one, usually overnight.
I ordered 2 more sensors on 7/3 for the sake of it. They are yet to arrive.
We had 2 x spare sensors which would have covered our trip but now we've had to use one due to the faulty one.
Spoke to Abbots customer service this morning and it was like dealing with a brick wall, one that simply did not care. I stressed the importance of getting the new sensors by Wednesday and all the guy would say is he'd put notes in the system.
As I wasn't confident in him I called back and spoke to a woman who told me the guy had put in a request to deliver by Thursday (despite me saying we fly out on Thursday) and then she said she couldn't guarantee anything as it's a 3 week wait. She wouldn't allow me to escalate the call to someone senior either.
I called Abbots UK office and someone called me back just now and they simply said they have a stock issue and basically had I ordered sooner I'd have gotten them sooner. I pointed out that I was fine until we had a faulty sensor and now we aren't fine so I need a new sensor urgently. It fell on deaf ears.
You know how good a company is by the way they handle issues. I can tell you that Abbots are very poor. It's irrelevant that their demand is high, they should have planned better, and surely in circumstances like ours they should have emergency stock.
We are now left going to other side of the world, with a time difference, and having to manually monitor even more regularly than we did before.
Now I know there are people that don't have a Libre or such, and so must finger prick often, but when you use a Libre you come to rely on it a lot, and then to experience such poor customer service is shocking.
Sorry to rant but it's such bad service with a lack of care.
