Description of Event or Problem · 0
ISSUES WITH THE MEDTRONIC G4 BLOOD GLUCOSE SENSOR AND TRANSMITTER. BUT THE BIG COMPLAINT IS BEING ON-HOLD FOR 5+ HOURS WITH THEIR TECHNICAL SUPPORT. I HAVE BEEN A LONG TERM T1 DIABETIC (68 YEARS) AND AM QUITE CAPABLE OF MANAGING MYSELF. MY SENSOR TRANSMITTER WENT OUT AND WANTED TO GET A REPLACEMENT ON THE RECORD TO BE SENT OUT ON THIS FRIDAY. BUT, THE LACK OF CUSTOMER CARE AT THIS COMPANY IS ASTOUNDING. I CALLED TWICE AND "FIRST" SELECTED THE OPTION FOR THEM TO CALL ME BACK THEM SAYING "WE'LL CALL YOU BACK AND YOUR PLACE IN LINE WILL NOT BE LOST". HAVING BEEN THROUGH THIS BEFORE (BEING ON HOLD FOR LONG PERIODS OF TIME) I DECIDED TO CALL BACK AND WAIT IN-LINE FOR SUPPORT ALSO. HOPING ONE OR THE OTHER METHOD WAS GOING TO BE SUCCESSFUL. SO, FAR, ON SUNDAY (B)(6) 2026 NO ONE HAS RETURNED MY CALL FROM THE "LEAVING YOUR NUMBER PROCEDURE". AFTER 5+ HOURS ON-HOLD WITH MY SECOND METHOD OF TRYING TO OBTAIN TECHNICAL SUPPORT (THAT # BTW IS 800-646-4633) SOMEONE FINALLY ANSWERED THE PHONE 6:06 PM (18:06). THIS WAS TOO LATE FOR ME TO "GET ON THE BOOKS" FOR THEM TO SEND ME A REPLACEMENT TRANSMITTER WHICH I NEEDED (AFTER GOING THROUGH 2 OTHER SENSORS DOING SELF-TROUBLESHOOTING). I HAVE A SCREEN SHOT OF MY TIME ON-HOLD THAT I WILL ATTEMPT TO SUBMIT FOR THE RECORD. ANYWAY, THIS IS NOT THE FIRST TIME. I KNOW MANY OTHER USERS ON SOCIAL MEDIA SITES HAVE SIMILAR COMPLAINTS. SO, MY COMPLAINT IS MAINLY ABOUT THE LACK OF TAKING CUSTOMER SUPPORT SERIOUSLY BY MEDTRONIC'S. BEING ON-HOLD FOR 5 HOURS IS RIDICULOUS. GRANTED THIS TYPE OF TROUBLE SHOOTING LIKELY REQUIRES SUPPORT STAFF TO HAVE DETAILED TRAINING ON SENSOR AND INSULIN PUMP ISSUES. IT DOESN'T EXCLUDE A MEDICAL COMPANY FROM MAKING IT DIFFICULT FOR A DIABETIC CUSTOMER TO RECEIVE TECHNICAL SUPPORT. MY CASE WOULD HAVE BEEN RELATIVELY FAST AND EASY FOR A SUPPORT PERSON TO RESOLVE. THANK YOU. (B)(6). PT CODE: 1912. DEVICE CODE: 2588. REF REPORTS: MW5186210, MW5186212.