tandemdiabetes.com Reviews 118

The pump is pretty good but the customer service is the WORST I have ever encountered. My pump stopped working and I have waited three times on hold from 45 to 90 minutes and have never been able to talk to a person. I was with Medtronic more than a decade and I think I may have to return because when your pump malfunctions you need help, and I just can’t seem to get it with tandem

Nothing good to say here. I tried to verbalize complaints to company independent of pump issue calls but couldn’t wait >45 minutes.
1 My pump screen continuously shuts off as I’m navigating through menus.
2 the algorithm does not learn as described. I had basal rate increases drive me to hypoglycemia most nights, one time 3 times (with glucose >150 then being dropped while I slept)
3 customer service line is unacceptable. I waited 4 1/2 hours for a callback for an issue that critical to pump function.

Medtronic isn’t good but Tandem is flat out bad. Can’t trust them or the CGM algorithm.

I would only give them a negative five if I would be able to. DO NOT trust Tandem, they are horrible and the tslim is a terrible pump. I was on Medtronic and had a few bumps in the road. I paid out of pocket for my Tandem and wish I never left Medtronic. I am now on the Omnipod and am so much happier. FAR SUPERIOR product and MUCH BETTER customer care. It is so nice to not have tubes to get tangled up as well. Tandem does NOT know Diabetes at ALL!!! Don't ever use them.

If it were possible, I’d leave 0 starts. My daughter’s pump suddenly stopped working. I e been on hold for over 5 hours. I’ll send the picture to confirm if there’s a way. Still no response. I had no idea longer the usual wait times would mean an entire day…or 2…who knows.

Insulin pumps are complicated. Therefore customer service needs to be excellent. The wait times simply to speak with a rep can be 1-2 hours. My T2 pump died early on 9/22/22. I was unable to fix it with tech support and was told that I'd have a new pump on 9/23. After receiving no tracking info I was told not to worry that the pump was on its way. Friday evening at 9pm I was notified after calling and waiting hours for a response I am told that the order never processed and would now be sent on 9/24 and delivered on 9/26. The reps are polite, but I have definitely been lied to and wasted much time. I practiced medicine for 30 years and am being treated like this is no big problem. Without the pump I am unable to properly control blood sugars. I doubt that it will be here next week. I am tired of dealing with Tandem and would advise everyone not to deal there.

Agree with all previous comments, and they very wise year after year, the pump itself is ok, the customer service is beyond pathetic, And all they do is waste your time.

Terrible. Multiple times the pump quits taking a charge. I call immediately and cannot get a replacement for 2 days. Once they said it would be overnighted but then received an email late saying there was a delay due to a "system error." Pump goes dead before a replacement ever arrives. I can get same day delivery from multiple businesses but a life saving device takes 2 business days. I had a previous pump with Animas and they couriered a private pilot and plane to overnight a replacement on a Sunday. Now that was great customer service. Tandem is not worthy of one star. Every time this happens it causes me to find replacement insulin which is impossible on weekends. It is also expensive.

The technical support team is horrible! I have been using the T-slim pump for 4 years, and one feature really bothers me. The "T" button on the top is so difficult to use. I recently had some issue with the transmitter, and called for technical support. The lady on the phone walked me through the process of turning off the pump and reset. Because the "T" button didn't respond well, it took me 7-8 attempts. My fingers were sore after holding the button down for so long. The worst part of it is that the tech support lady was so rude. She kept talking me down, and asking me to just follow her instructions. But her instruction didn't work. So I told her about the problem with the "T" button, and she immediately got defensive and questioned me why I didn't report the button issue earlier. I told her it was not a problem but rather an intrinsic feature of the pump. She wouldn't let go and kept telling me that I should have report the problem earlier. Finally she got frustrated and put me on hold. Without her instructions, I was able to finalize turn the pump off and finish the resetting process. Tandem should improve the pump design and trained their staff to provide better customer service and be respectful.

I would have gone for no star. Customer service is so bad and the billing department does not charge insurance correctly... they charge and refund... they are slow in auto shipping and the urchins support I have spoken to were a bit rude. My doctor told me to use this but I should have read reviews before saying yes.

Incompetence is the lack of competence or simply the inability to perform. Reminds me of Tandem's Customer Service.

I have received four(4) non-working pumps since February of 2022. Awful, Awful customer service and support. Meeting with my Endocrinologist to change to a different insulin pump.

UPDATE: November 3, 2022 Another non-working pump the total is FIVE (5).

Recently switched from a Medtronic pump to a Tandem Tslim X2 because I felt that the Dexcom G6 was a better glucose sensor. The pump itself is not horrible but it takes a huge learning curve to get the profile settings matched properly to how their algorithm works.
Now with that said you need to have a properly trained training staff for the pump set up bu unfortunately Tandem trainers are not equipped or prepared to really accomplish this. The customer service is also horrible. The tech support is decent for any basic problems but for overall preparedness for any type of difficult situation is found wanting. Lastly the supply ordering process is a nightmare. I would recommend staying away from this company.

I am leaving a 1-star review for my overall experience with the Tandem T:Slim pump and supplies.
I began on this pump in March 2022. As a newly diagnosed T1.5 Diabetic, there was a lot of training from my Endocrinologist's office, as well as Tandem. The Tandem technical team was great for the short time that I remained on this pump. However, call logs will prove that I continued to have issues with failed cannula sets and in the pump itself. At one time in May, the technical support team was going to replace my pump. Instead, they had Dexcom send me a brand new transmitter. This sort of "resolving" a potentially deadly issue was alarming. Who wants to wear a pump meant to save your life, but also has no faith in the same equipment? Not me! After this experience, I decided to talk with my doctor. He switched me to a different pump brand.
Ever since I have been given the runaround by Tandem on returning this super expensive non-functioning pump. The last call with a supposed manager went nowhere. She was supposed to submit a new ticket to expedite my issues and work on getting the pump returned to them and also provide me the opportunity for a refund of the unused pump. Of course, I owe for the first box of supplies of 90 days. And, I was allowed to return the reorder of a 90-day supply. But, there is no word on me getting credit through Care Centrix, which Tandem was supposed to handle.
I can only assume that since this manager never reached out again over the past two weeks that they are going to ignore and help me rectify this situation. I suggest caution to other patients. Also, make sure that you can actually get your supplies on time from Tandem. My insurance company is still investigating issues with my reorder that they had to force because Tandem would not release the supplies. By Tandem not releasing my supplies when I was going to need them, it would have meant me being without my infusion sets for almost two weeks. Thank goodness my insurance agent was persistent in that case, but it did take an entire week to get the order shipped.

So, here we are and now I am going to leave negative reviews on this company and their equipment. The field manager had the nerve to suggest that I go through further training! Seriously? What an insult! I had issues with this pump from the first week. Tandem can see and confirmed my trouble in all call logs. I guess in the long run, since I still possess the failed pump, if a lawsuit comes up, I will have this pump to provide the attorneys. What a sad ending to date on something that could have and should have been handled much differently.

❌👎❌👎❌👎They make the worst insulin pump in the WORLD, the thing is a piece of GARBAGE. The company does not even listen to its customers. Their insulin pump, should be thrown in the TRASH, they should try to design a new insulin pump from fresh and then maybe they could be a halfway decent company but that would never happen. For some reason they actually think they're insulin pump is good when the thing is just a pile of junk. ❌👎❌👎❌👎❌👎

Not a single one of their products works correctly, patronize customers every step, and will make you call their deserted hotline number for every single issue. I have NEVER encountered a company with worse service or products. Literally nothing works the way it should. Greedy lazy bostards that are happy to extort their patients. Disgusting quality honestly.

If I could rate this company with a zero, I would. I think their customer service really stinks. Surely, I am not the only customer that is having a problem with their product. They care nothing about "repeat customers" and they got the insurance companies bidding for their poor service. It amazes me that this company can produce such a sophisticated piece of equipment (insulin pump), but can't even get the simplest part of it (the clip to attach to your clothing) to function. All they want to do is tell you what you can buy to make their equipment work. If that is the case, why can't they "buy" the part and put it on their equipment. Believe me, when this final year is over, I will be going back to Medtronic.