BrendaK
08-29-2006, 09:55 AM
Thought I'd share with you what great customer service we had from Cozmo support desk last night.
About 8pm we were having bedtime snacks and DH went to give Carson a bolus and the whole pump was OFF -- DEAD!!! I totally panicked, of course (and it didn't make it any better that we just had peach pie and were bolusing AFTER the pie).
It seemed like a battery problem (we had just changed the battery the day before). I ended up taking the battery out and putting it back in and everything was fine.
But I still called the Cozmo reps because I was afraid it would happen again while we were sleeping.
The woman I spoke to was wonderful -- she was an after hours tech support person. She walked me through TONS of steps and we were even able to tell exactly when the pump turned off (only 15 minutes before the snack).
It turned out that the battery cap and the threads it screws into were VERY dirty. I was able to clean them and everything was fine.
I know customer support is a big deal when you choose the pump, so I just thought I'd give a thumbs up to Cozmo's support staff!! We didn't have a major problem -- but I was very impressed with all of the questions and steps she took me through to find the issue. I thought she woud have just said to wait and see if it happens again.
About 8pm we were having bedtime snacks and DH went to give Carson a bolus and the whole pump was OFF -- DEAD!!! I totally panicked, of course (and it didn't make it any better that we just had peach pie and were bolusing AFTER the pie).
It seemed like a battery problem (we had just changed the battery the day before). I ended up taking the battery out and putting it back in and everything was fine.
But I still called the Cozmo reps because I was afraid it would happen again while we were sleeping.
The woman I spoke to was wonderful -- she was an after hours tech support person. She walked me through TONS of steps and we were even able to tell exactly when the pump turned off (only 15 minutes before the snack).
It turned out that the battery cap and the threads it screws into were VERY dirty. I was able to clean them and everything was fine.
I know customer support is a big deal when you choose the pump, so I just thought I'd give a thumbs up to Cozmo's support staff!! We didn't have a major problem -- but I was very impressed with all of the questions and steps she took me through to find the issue. I thought she woud have just said to wait and see if it happens again.