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by throwaway173738
11 days ago
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The pump manufacturer is at fault a few different ways. They have a responsibility to make pumps that don’t break, and they should probably issue a recall. They shouldn’t rely on the availability of a product they don’t supply as a backup unless they can guarantee somehow that the patient always has access. Their staff should ask where you want the thing shipped to and include options like receiving the replacement at a Fedex or UPS location. Their staff should be trained to ask “are you traveling or otherwise away from your home address?” And finally they should train staff on follow-up questions for a patient’s plan and confirm the patient has enough insulin on-hand to cover executing the plan. |
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The author screwed up. "I'm not at home and need you to send the new pump to my hotel." Problem solved. Yes, the customer service rep should have pro-actively offered to do that, but c'mon. That is a super basic thing to request, and people need to advocate for themselves. And that's not even "advocacy" in any difficult sense; it's a basic request that the company should have had no problem complying with. If they did refuse to send it to where the author was, then that would be grounds for an angry blog post.
On top of that, the author, clearly a functioning adult human, seems to have never had the imagination to ask herself, "what happens if my pump breaks; what is my backup plan?" Hell, that's an important question to have an answer for when you're at home, not just when away on a trip. Based on her words in this blog post, she clearly absolutely knows that this device is critical for maintaining her life. Devices break sometimes. You need a backup. Preferably two backups, for something as critical as this. This is just basic common sense.