tandemdiabetes.com Reviews 118

Oh wow!!!! I don’t know where to start but pretty much the same thing going on as everybody else on here has written. I do notice that when you call up the so-called customer service, workers act very childish and accuse you of stupid things very very childish like you’re talking to a two-year-old they want to argue with you and they have to be right even though you’re the one with the Diabetes for 25, 30,35 years And my main issue was the infusion sets not working correctly it would leave a deep hole and looked infected even as I changed them out every other day. She kept telling me well go to your doctor and kept saying ma’am to me. I’m 55 years old. I think I know when I should go to the doctor and when I shouldn’t all I wanted was for them to listen to me and replace some of my infusion sets until I could find one that works good, I never had this problem in the past but I’m done I told her to F off three times and that I was going back to Medtronic.

Horrible customer service. You get a completely different answer every time you call. So frustrating. Wish I could go back to Medtronic. I'm even more disappointed that my Dr. convinced me to switch to Tandem. I'm sure there was a nice kickback. I guess the most thing I'm disappointed with is that Tandem doesn't give a crap they are playing with peoples lives when products that keep diabetics alive never arrive. There is always an excuse! Stay clear of Tandem!!!!

When I first bought tandem I was super excited for the control IQ. In the year I’ve had it, it has had two irreparable “malfunctions”. One back and June and the lady on the technical support had absolutely no idea what she was talking about, so they sent me a new pump. This morning I woke up to another one and I said that this has happened multiple times in the past few months and she tried to argue with me that the last one happened “a while ago” (June). It doesn’t seems like a while ago when my life and my well being literally depend on this pump. Thanks Tandem!!!

The pump works great, but a lot of the time when you fill your pump it give an incorrect reading of how much insulin is now in your pump. Also the connectivity is garbage, if you have your pump on your left side and your transmitter is on the right it will lose connection (less than 12" apart!). My last pump wasn't as advanced as this one but it never lost connection unless the pump and transmitter were 5-10 feet apart. If they fix the fill error and boost the connection signal, this would be a really great pump.

Stay away! This “awesome” touch screen almost killed me! For some reason, idk why, I looked a couple minutes before heading back to work, after taking a correction of 2 until, it said 17.9 ACTIVE UNITS!! I have NO IDEA how I somehow “bumper “ this bolus into the pump, but I’m glad I happened to look at it because I had to go to the emergency room so they could give me some sugar in my veins. I know that’s not the technical term but you get my point. This is not the first time that this is happened, there was three other times where it had given me boluses that I didn’t put into the screen. Somehow I managed to bump the touch screen while I was at work where the pump was in my pocket and somehow managed to give me insulin. I am literally going back to taking shots today because I hate this pump at this point I’m gonna end up dead. I am going back to the med Tronic pump that I had 1000 times better than this crap

Coco made my tandem experience great! She was so kind and helpful, she was patient while I was following the instructions she left that were very specific and easy to follow. Coco was definitely the best tandem consultant I’ve had. Thank you Coco!

I have the tandem tslim x2 and I love it, the control iq is extremely helpful and the customer service is great, I'm always able to get the assistance I need with no stress.

The only thing I wish was different is the font/word size on the screen when going through options and settings, it's so small it's difficult to read.

I strong agree with all and every one review about this Tandem Company. The clinical support teams are excellent and awesome. I have to shout out and kudos to the clinical diabetes specialist team. This team is the only group of professional and expert people. I have to say the clinical specialists team is the only team deserved a FIVE STARS. thank you to the clinical support specialists team. However, the pump is the worst pump in the entire world. The customer service is extremely nightmare, awful, nasty, no compassion, and has no knowledge forever. Particularly when it comes to order supply to run the pump, you will have to live with nightmare and waste a ton of your time to deal with the entire children attitude. Yes, it is extremely frustrated, irritated, nightmare and horrible. They don't care you die or lie in the hospital waiting to get yourself bury. All they just want your money. Every single time I reorder supply; there is no single time I don't have to deal with their shipping issue. The worst one was just last week. I placed the order 1 and half week in advance. They did not ship out until the end of second week. I got the email from supply department advised me that my supply has been shipped. They provided me the tracking #. However, three days later, I keep clicking on tracking #; UPS keeps saying "time and date delivery will be providing as soon as possible". I called supply department to report the issue. The customer service rep was extremely rude, incompetence, nasty and very unprofessional. She told me "it is not tandem issue and it is not their responsibility when it left warehouse". She told me to contact UPS. I literally told her I did and UPS told me that they have not picked up the package and they don't have the package. Evidently, between Tandem and UPS tried to point the finger each other and let customers suffering without supply to run the pump getting insulin to keep you survive. The interesting part is Tandem told me that give them two weeks to investigate to see where is the package and until they found the package and get the package return back to them. Then, they will send me a replacement package. They are all Very rude, disrespect and extremely careless for customers ‘well-being. They treat customer like an animal. Then, they turn around submit 2 claims to my insurance even though I still have not received the package. And yet, not talking about all of their employees is a liar. They all keep telling you that they will work on it and call you back momentary. However, none of them do including all of their supervisors and manager. When you talked to supervisor, they tried to talk over you and put words in your mouth. I believe Tandem just hire all of the trash and a warehouse dumpster employees. They all don't behave in the professional manner and they all don't know how to treat customer with dignity and respect.
Please don't choose this company for your insulin pump. You will be regret.
By the way, the pump trainer also is another problem.
They keep canceling your appointment again and again and try to give you all of stupid excuse.
Horrible, nightmare and awful!!!
Please stay far away from this company.
By the way, I am also on the fourth replacement pump. :((((((

Company tells you supplies will be one price then when reorder comes it's 3x as much. They don't tell you have to call and pay over the phone before they will ship. To make matters even worse they bill you for entire order regardless of insurance and then you have to call for a refund, in my case over $800 above what my actual bill was after insurance. They tell you they are processing it but you have to call several weeks in a row to get it done. Extremely frustrating. Unless you have hundreds of dollars to spend and or tie up I wouldn't recommend this company.

Really bad service
You can’t upgrade your pump easily
They write a email to you with a upgrade number but this is not working.
Contact tandem by phone so they sent a email again with different number
Do all steps again but I gen upgrade the pump
Contact again by telephone and now they say you can wait for 2 days more because they need to contact USA for more information.
For tomorrow I need take day of from work for safety if all works correctly after that upgrade so I stay at home for nothing . And that means I need to take off a extra day again.

Bad service bad equipment

Terrible customer service. I was on medtronic pump before. I have been on tandem 4 months. Had hard time adjusting...very little help. But the worst is I ordered supplies and 3 weeks later I have not received them. They charged my cc 1600.00 17 days ago..told me they made an error and they would ship 7 days ago. Today I called. It is in shipping dept but has not shipped. They don't care that I'm back on shots and my bgl is out of control highs and lows or that I have missed work. They don't care that my supplies are 3 weeks over due. I called Tandem and they said oh so sorry..this is terrible...really can't help you. Have a great weekend. Medtronics pump may not have been as high tech but they never let me run out of supplies if I had a problem they cared and helped. As stressful and as much as this has affected my health with going back on shots and only having short acting insulin...well any T1D out there knows it is not good. Definitely regret my decision. Now I am stuck for 3 years 9 months. That is a long time to go backwards with this disease. I strongly urge you...think long and hard before you go to Tandem.

The customer service leaves much to be desired. I had a bad patch of insertions where they unclicked themselves, randomly. First I was thought it was a one off but then I realized it was the entire box when I kept changing them and waking up with high blood sugars. I called Tandem and they acknowledged this can happen but it's rare. They said they'd send me out a new box within 7 business days, much good that would do me. I had to take matters into my own hands and order my own supplies from a supplier the next day, and was afraid to go to sleep. The negligence and the fact they likely won't recall this lot number is criminal to me. People could get seriously hurt. I will add when I was on a Medtronic pump, they'd send me replacements the same day and would regularly recall products. This vastly different.

I think the slim control IQ pump is wonderful but the support is awful!! I had various Medtronic pumps for over 20 years- never had a problem talking to someone almost immediately who could answer questions and tell me what to do. Have had the tandem for a little over a year and have tried to call for assistance only 2 times- wait time is very long and one time i had to figure it out myself ws the rep was unable to help. Don’t understand….

The following is a letter I wrote after having numerous problems with the T-Slim 2 Pump. Currently I am unable to link my Dexcom sensor to my phone but am able to see my sugar levels which need to be calibrated with a Medtronic meter for accuracy on an everyday basis. My wife has not been able to note when my sugar is dropping for the last 8 days since wasting a sensor with a not notified ending transmitter during my work day. This letter received no reply and I didn't expect one. I would like the opportunity to share my general displeasure with Tandem and see if there is a way that I can return to Medtronic, get their new pump, and not give in to this not very well created pump without having brought it up to speed.


Dear _________,
I understand that, as far as I know, you forwarded my message to my trainer who told me that you do not accept returns without troubleshooting first. I will include this in my detailed synopsis of the deleterious effect Tandem T-slim pump and explain to future consumers that, until Tandem comes up with more effective solutions for insulin cartridge delivery, explanation of used cartridge removal techniques that are appropriate, as well as a more than 2 day Tandem cartridge use ( I never got less than 3 full days with Medtronic and I've had 2 day Tandem use on average), then diabetics should steer clear of Tandem until they iron out all of the above. As a type-1 diabetic, this experience with Tandem from the initial training to the 6-hour phone conversation with a very patient but unknowledgeable representative, to my spending several hours trying to answer the way the cartridge should be removed, has been the least rewarding and most defeating diabetic experience of my life. As an educator, I avoid public platforms and I'm not that photogenic but this travesty has made me consider reviewing your pump, supplies, and access to intelligent, knowledgeable, trainers and videos linked with Tandem with a negative overview. The fact that my trainer has a child that is learning guitar from me by sheer coincidence makes this even more difficult for me. Please know that I applaud your efforts but they are not up to the standards I would expect after beginning to give myself injections 5 times daily in 1983. A few falls back then but a lot less worry.

The actual pump is great. On the other hand, the customer representatives are extremely slow, uncompassionate, unhelpful, and honestly could care less if you die. No insulin pump supply order should take over 2 weeks and still not shipped. Then the company wants the consumer to expedite the shipping and pay for it. Not my fault you're slow. Plus ordered before the end of the year and all deductibles met and told would have to pay almost $400 now since it is after the first of the year before they could process it.
Even asked to have upper management and not just a supervisor contact me which I was told wouldn't be able to do anything different than the policy. Joke of a company with customer support!

Customer service IS bad as everyone on here is saying. Almost none of them actually understand diabetes and I believe are troubleshooting from a script.
My cgm and pump are no longer "talking" to each other and I've called tech support three times in the last 30 days. They will tell me, "that's a Dexcom issue," and transfer me to Dexcom. Then Dexcom will listen to my issue and say, "that's a pump problem," and transfer me back to Tandem. Then Tandem will say, "It IS a Dexcom issue," and transfer me BACK to Dexcom. The last two times, the young men actually LAUGHED at me. I've had diabetes for 45 years and worn a pump for 20 of those years -- 10 years with Medtronic and now just short of 20 years with Tandem so I'm not a novice and I'm not an idiot. I know how to actually USE my pump, but I can't make the CGM and pump TALK to each other.
I am at that point where I am going to switch back to Minimed. Wish me luck

I placed an order on 10/26/22. I emailed to check on that order. You don't respond. NOTHING! As of today 11/15/22 NOTHING!!!!!!!! Do you people understand that supplies for a diabetic mean life and death. I sat on the phone for 40 minutes waiting for someone to answer the phone. To be told no, nothing has happened with my order and someone will check with the rep. NOTHING has changed with ANY of the information in my account. NOTHING has been done with my order. I ask why can't I just get my order. No idea.
Then I ask why I can't just order my supplies online like I keep hearing as I sit on hold. I had asked for this to be done every time I call to place an order. I am told that there is an order for that in the system but no one put a link on the account so it doesn't show up as an option.
DOES ANYONE THERE DO WHAT THEY ARE SUPPOSED TO BE DOING???????
Let's see if I ever get a response to this email!

Horrible experience with customer service. I'm wondering how the rating is 1.7 average when all I see are 1 stars. Stayed on hold 2 hours to talk to a customer service rep that told me my son's supplies would go out overnight and I was willing to pay the $45 shipping. NOTHING SHOWED UP the next day. I looked to see the supplies were still pending and called, again on hold for eternity. They stated they had 2 business days to get the supplies ready and then it would ship. After a debate about services not being rendered as promised they agreed to overnight the supplies. Again, nothing has been delivered and now the online portal is stating I need to still pay the shipping and then the supplies would be mailed out TOMORROW. They agreed to credit my $45 if I did not receive the supplies by yesterday but I seriously doubt that will happen. The company lies to it's customers and I seriously don't understand how they are contracted with UHC for business. Also, the pumps do fail often and we are left with fewer supplies to hold us out until the next shipment. DO NOT RECOMMEND!

By employing technical support people who actually provide a service. I have only talked to technical support twice and each time it was a back and forth about whether I had or hadn't completed required training to update the software on your pump. When I call them now all I get is referred to website pages. My problems started with the so-called required training to update the tandem x2 pump. I took the training. They confirmed I completed the training. Then they claimed I had not completed the training. I took the training again. One screen in the Tandem portal says I need to complete the training- another says I've completed the training. and tells me to proceed with updating my pump. But when I click on the update button - there is red circle with line through it -meaning stop-you cannot proceed. When I have received a call back from Tandem -it's been when I'm not available at work. This has been going on for nearly 2 months now. If the software on this pump is updated this way -- why can't I get beyond this point? I've paid $900 out of pocket for this pump. What little savings I had is gone, but for what? When I get values on the pump that differ dramatically with my glucose meter values, how do I know that's not due to the pump's software and not Dexcom?

Pump not working correctly for three days and Tandem does nothing to resolve the problem. This is not the first time my pump had to be replaced this year I am on number five. Avoid Tandem Like The Plague. Tandem Makes Living With Diabetes WORSE.