Get your replacement Navigators yet?

[ecs1516]

Heidi and Diana,
Did you get your replacement Navigators yet? Both of Navigators quit working right?



Carol

[Mama Belle]

Nope. I was going to call and raise hell today, but I was dealing with other more important stuff today. That battle begins tomorrow.:mad:

[moco89]

OMG! That is completely unacceptable!

I really feel sorry for you guys. They better clean up their act!

I just got one of their customer service survey calls today..........

[Diana]

Nope.

I forgot to call today also. I'm trying to be zen about it but Oliver woke up at 50 this morning :eek:

They did, however, send me the materials to pack up and return the broken one. I'll wait to do that until I get the new one though.

I think Oliver (and my husband) are happier without it :(

[buggle]

Ok... I'm beginning to wonder what's really going on. Edgepark was supposed to send Brendan's Navigator last week. I never heard anything from them. This has been going on for a couple of weeks, where they kept dragging their feet, not contacting me when they should, etc. Every time they say everything is in place and it should be shipped, it isn't. I have to keep contacting them to find out what's supposedly happening.

I emailed late last night and I got a reply this morning saying that the Navigator is somehow missing from their fee schedule. They have to get contractors to fix it. I wonder what the real story is. If you can't get them from Abbott directly to replace faulty ones and you can't get them from the medical supply places, do you guys think something more is going on? Or is this all just some weird coincidence?

:confused:

[ecs1516]

We are still on backorder for three replacement sensors from Abbott. Until Nov. 20 they say. Edgepark on the other hand shipped two boxes of sensors to me recently.

Brendan's mom - I would call Edgepark everyday and talk to someone in billing like Deb. Not the customer service .

Does anyone know how we can e-mail or call someone high up in Abbott that can answer what is going on with the delays??

[buggle]

I got a response from the email and she said that it was an issue with our insurance and all CGMs. But what I don't get is if they don't know the fees, then how did they know how much to charge us?

I'm assuming it's in stock. They've repeatedly said everything was in place, approved, ready to go... then didn't send it. They're saying now that they have to have their contractors fix the issue. I'm assuming it's a computer issue, but who knows.

[ecs1516]

We had to get our endo to go back and fill out new medical of necessity forms after we got the Navigators. They had already filled out the original medical necessity form. Insurance then required them to get this new two page form on fill with clinical notes. My endo had to pull my kids files out the 2 or 3 thousand patients they have. Took about a day for the endo to get it together. I wonder of your endo got these new forms in. Some people I talked to at Edgepark didn't know they the new forms were required. Just the people in Rx/billing.

[Diana]

So I finally spoke with Abbott today (I haven't bothered calling before since you guys are keeping me posted :rolleyes:)

First he said, well we shipped yours on Nov 5. I said, well, no you didn't - you sent me a box to send the old one back.

He gave me the Nov 7 date and said that was obviously not right because they still had no receivers/transmitters to ship anywhere. He said they have sold so many they are just overwhelmed. He also assured me that current customers have first priority over new customers. We'll see.

Then as I was talking to him, their "system" updated and he said they now have transmitters available, and we should get one in 1-2 business days. I pointed out that it was, in fact, the receiver that had failed, and he said that the "system" was showing that there were still no receivers available.

He told me he would call me later today if anything changed. I'm not holding my breath. I told him I expected the warranty to be extended for the amount of time I have been without the system. He's obviously not in a position to do that - but I'll pursue that later - if I ever get another one :mad:

[ecs1516]

Abbott told me the same thing today. The transmitters have came in but not the receivers. They called me back today to update me because yesterday I called and said I wanted a new receiver for one son because changing the batteries cause it to not come on at first.

[Diana]

My husband just called and said the new Navigator arrived. I made him open the box and check if the receiver was really there and not just the transmitter. He said it was all there (it sounds like it is the System Kit box)

Yay me!

It's weird, though, since they just told me yesterday afternoon they didn't have any. They sure found one fast!

Heidi - I hope this means you got yours, too, since you should have been ahead of me in line.

Diana

[buggle]

Great news! I hope Sam's has arrived or is on its way too.

Brendan's was finally shipped yesterday. The person at Edgepark said she'd overnight it, but when I got the tracking number, they screwed up and it won't be here until Tuesday. But, I'm just glad that it's coming. His pump pack should be here before the Navigator. I'm starting to get sort of excited now! :)

[ecs1516]

If it is the pump pack we got from pumpwear that will come through the US mail. It didn't take too long though.
Great news on getting shipments! Mine should ship today.
I hope everything goes well. I also recommend getting screen protectors for the front of the receiver. It scratches like crazy!!! I bought the Palm brand from Staples store. It came with 13 protectors in a box. Even though I already had scratches when I put it on it made it look brand new. Just cut them to fit.
I am still loving the Navigator. I am getting so much sleep now. Most night I don't even have to wake up.

[moco89]

It's about time they finally sent you you're replacements. It's amazing how long it took them.

[Mama Belle]

We got ours today!!!! As luck would have it I am actually out of town. But I still had my dad pick it up for us and take it over to Sam, who is with her dad this weekend. Thank goodness! I am so happy we finally have it back!

I'm glad Diana has theirs and that Rella's shipped. Hopefully Carol's sensors will come off of back order soon.

[ecs1516]

Abbott was sending me a new receiver because when putting in new batteries it took a little working with it to come back on. Fedex tracking says we will receiver it today.:D His old one is still working fine. It is just a problem when putting batteries in.