So a few months ago I wrote a post about Medtronic winning a customer service award from me because how well they handled my situation when my insulin pump was not working. I was scared, clueless, and had no idea where to go to for help. Medtronic was there to ship me a new pump the next day and I was ready to go. And they even sent me a new Carelink, because I’m an idiot and threw mine away when I got a Mac because it didn’t work.
Anyway, I was trying to log into my Medtronic account online because I needed to re-order test my infusion sets and din’t feel like doing it on the phone because it takes too long. Well, I couldn’t log in and I couldn’t reset my password because it kept saying that my username and e-mail did not match or exist. I knew that was not the truth because I had my username saved. I had to call in my order to Medtronic and it went pretty fast. I told them about my username and password not working and not being able to reset it. They put me on hold for like 10-15 minutes and I’m starting to think…ok, here we go, nothing is going to happen. So I hung up.
About 30-45 minutes later I received an e-mail from Medtronic and I thought that it was going to be a default e-mail to follow up on the call or to give a status update of my order. Nope, it was a personal e-mail from somebody in customer service to follow up with me on the online login issue. I did what they told me to do and it still didn’t work, so I let her know. She had the IT department do some sort of reset on my account and told me to log in with a temporary password. So I did, and it worked. The customer service experience was not over yet.
I was waiting on my doctor to fax a prescription in for my order to be shipped, so the customer service agent who was e-mailing me back and forth faxed another request to my doctor. This happened on Friday, so I e-mailed today to follow up with her and see what the status of the order was. She said that they got a prescription, but it wasn’t enough for what I had ordered, so she said that they could only ship what the prescription said. That was fine with me.
So, after this experience, Medtronic has officially won me back over. This is two times in a row that they gave me the best customer experience that I can ask for. This is a diabetes company doing things right.
Gotta love great customer service!
I have nothing but nice things to say about their customer service. I wish all healthcare professionals acted this way. It would certainly ease the difficulty of diabetes.