Last night-- the first time I had a chance to check email since coming back from a weekend away (another post coming on that), I found this in my mailbox:
Dear Mrs. Miller:
Our records indicate that Animas shipped you a pump on 09/08/2005. As per our correspondence, you were to return the pump, serial # 14-23604-10. As of today, 10/16/06, we have not received this pump.
As outlined in the return instructions sheet sent with the pump, you are responsible for returning the pump. If we do not receive the pump within the next 10 days, you will be billed for the cost of the pump.
If you have any questions regarding the return of the pump or need assistance, please call Pump Support at 877-767-7373, extension ____. Thank you for your prompt attention to this matter.
a Johnson & Johnson Company1 877 767 7373 Ext. ___
First, I have never received any correspondence regarding our loaner pump. This note makes it sound as if they've been hounding me for months.
Second, the reason we have a loaner pump at all is because one of their pump support people left us high and dry going into a Labor Day weekend last year-- refusing to replace Joseph's pump, but promising us a loaner that Friday because we'd been having problems.
But then never sending us one.
By the end of that weekend, Joseph's pump was no longer functioning.
(This would be our second pump failure since Joseph began pumping the previous January.)
Soon after, we received two pumps-- Joseph's third in seven months, and then a loaner pump for backup.
And finally (can you hear my voice rising?), I've not heard from Animas on this since last December when a pump support rep called to see if we were ready to return the loaner, but then (given our past problems) agreed to let us keep it for two more months. By February, we were glad to have the backup pump-- Joseph wore the thing for two days while we awaited delivery of his fourth insulin pump.
His fourth pump in eleven months.
Right now, while waiting for this woman to return my call, I'm so angry I could spit.
A phone call, letter, or email, simply requesting return of the pump -- acknowledging why we had the loaner in the first place, and that things seem to be going well with Joseph's current pump (which is true-- we haven't had a problem in almost eight months) -- would have been entirely appropriate.