I’ve called customer service over at One Touch not once, not twice, but THREE times this week. Why? It all started with a minor problem my Verio IQ was experiencing…
I wasn’t troubled by it at first. You see, when I would put a strip into my meter and apply a drop of blood to it, my machine would randomly shut down. I would have to pull the strip out, hold down the “ok” button to power it back on, and reset the date and time. When I first had this issue, I freaked out because I assumed that the meter erased all of my data. Fortunately, that didn’t happen. But this continued to occur sporadically and seemingly without any trigger. Around the fifth time that the meter powered down, I decided it was time to give One Touch a call.
Last time I called them, it was about the Verio IQ recall in early 2013. At the time, I was told that new Verio IQs were on backorder. I was sent a One Touch Ultra Mini along with a six month supply of test strips to use while I waited for One Touch to send me my new Verio. They never did.
I remember asking my endocrinologist if it was okay to use my old Verio until I got the new one. I had grown accustomed to it and favored it over the Mini. She said it would be fine, so I continued to use my Verio and eventually forgot that a new one was supposed to be sent to me.
This incident came flooding back to me as I was on the phone with a One Touch representative earlier this week. I was told I’d get a new Verio within a matter of days. Once I got it, all I had to do was ship back my old one. Simple enough, right?
Wrong. When I opened up my replacement Verio, I was not pleased with how it looked. There were bizarre etches along the meter, and it felt oddly sticky. Immediately, I gave One Touch another call. The girl on the phone seemed mildly horrified about my situation, but was super nice and told me they would send me another one within two days. She asked for me to send both the “contaminated” meter and my old one back to them once I got the replacement’s replacement.
I was irritated when I opened up the second meter and saw that it was in the exact same condition as the first. I knew I had to call One Touch again and I hoped that a patient but firm explanation of my problem would convince them to send me a brand new one. Much to my dismay, the woman could not have been colder to me. She said that she didn’t truly understand what I was saying, and reassured me that One Touch was not sending me meters that have been previously used. I told her that I knew that, that it was a matter of how the meters looked. She pretty much blew me off, and since I didn’t have the energy or desire to fight with a stranger over the phone, I agreed to let her send me a replacement for the replacement’s replacement. Confused? Me too.
I shouldn’t have to deal with this, and I’m very disappointed that my problem isn’t being resolved in a more timely manner. I’ve had great experience with this company in the past and I hope that they stay true to their word and send me a pristine meter this week. In the meantime, I have not one, not two, but three Verio IQs in my possession.
Update: The third meter arrived yesterday, just as sticky and scratched as the other two. However, it is functions just as well as my old one, so I’ll keep it for now. Has anyone else ever experienced something like this?
I notice the picture shows a 3/2011 date on the monitor. By chance, did you check the data/history? Anytime I have to call again and again or reach a line staff who only has the info programmed into her computer and no real power I immediately ask for her supervisor and if I get no where, that person’s supervisor.
Yuk. I’m surprised that OneTouch is still so difficult when it comes to replacement meters. They make more than enough from test strips, that these should be free. And there’s NO EXCUSE for sending you used ones. I wonder whether it’s even allowed by FDA rules.
I need to go wash my hands. Feeling slimy just reading about it.
I hope people at One Touch read this blog! Doesn’t make a parent feel very comfortable.