Monday, April 16, 2007

Thoughts on service

So I called MM and explained what happened. They want me to return the sets (including a used one, ew) and they will send me new ones. Or rather, they sent me one box of new ones and envelopes and canisters to return the old ones. Once they receive those, they will send me the other three boxes. I can understand it, but it doesn't entirely alleviate my panic at only having half a box of sets. Anyway, I sent the old ones back but I don't know how long they'll take to arrive at MM.

Now MM has been dinged for their customer service (even by me). One problem that I see became clear after talking to the same person in sales and supplies more than a few times. It seems that the sales people are not trained on the products they're selling. I learned that this person had never seen a data cable and didn't really know how infusion sets worked. I am a lot more clear on how I was mistakenly sent IV-3000 instead of IV Prep - they're just words on a computer screen to someone who doesn't know what they are. If people call up and don't know the name of what they want, they have to talk to the Helpline.

Last time I had to order tubing (from the Sils), they tried to talk me out of it because I'd just ordered sets (Sure-Ts). When I finally convinced them that yes, I wanted to buy more sets because I only needed the tubing, they tried to get me to order the box with 5 sets of tubing and 10 cannulas for $100, instead of the box with 10 sets of tubing and 10 cannulas for $116. It took 5 minutes to get them to understand why this wouldn't work (during which they kept trying to get me to talk to the Helpline). I think the major issue is that we might as well be talking about floobles and gargs for all they know. I think it's a problem when people don't know what they're selling. I know they can't give out medical advice, but they should at least know what people are talking about when they say they want to buy something. If they solved that, they might solve a lot of the complaints.

Wednesday, April 11, 2007


I did end up getting sick. Then, I got better. Go, antibiotics! It took me awhile to feel a lot better, though, because my blood sugar has been higher overall. Now, I did gain 5 lbs since the beginning of the year(!), even though my caloric intake has trended down and my activity level has gone up. I'm starting to wonder if moving to Seattle made the difference - maybe the climate is having an effect on my metabolism. Anyway, since that happened more gradually, I don't think it's why I suddenly need more insulin. A more plausible explanation is that my insulin production has dropped again. It's not a huge change - from .35/hr to .40/hr. So far I've only changed my breakfast ratio to 1/12, but I need more data on whether the others need to be changed.

I've been having issues with my Sure-Ts lately. Basically, the failure rate has been pretty high - I'm getting concerned about how I will be able to pay for enough sets if this continues, since they aren't cheap. My insurance does cover them, but they won't cover the extra ones you have to throw out. I've having to change them 1-2 times a day, and that's with letting it go as long as possible. I got these Sure-Ts in my last order a couple weeks ago, and the needle isn't exactly at 90°. Maybe 105°? I can't figure out if they were always like that, although I don't think they were. I don't have any old ones left. The sets I have are two different lots, so I opened up the second lot and they were the same. Wait, I just remembered I had an old Sure-T in my purse. I checked and it looks like it's perfectly at 90°. The second problem is that the pliable wings are slightly off on one side. So I put in the set, but when I go to tape it flat, flattening the wings makes the needle move. Aargh! I hate having to return things to MM. Maybe I can just try to bend them back into position (carefully); that's what I did with the last one. Or, okay, maybe I will also try calling them tomorrow.