I regret to inform you that I need to send my pods back to you!  It's been
an unfortunate experience for me.  I consumed over 20 pods in a 3 week
experience.  Of the 20 pods, 3 were clearly defective.  I never heard a
"click" when the start button was pushed.  That's a 15% defect rate, which
is unacceptable to me!  Another 4-5 signaled an "occlusion alarm" moments or
several hours after insertion .... which is unacceptable to me!  Another 2
simply fell off!  On top of that, I have pods putting out a high pitched
alarm in my kitchen, as I await for their replacements, which has never
occurred ... thoroughly unacceptable to me!

\

My nerves are so frazzled from this experience, that I need to take a break
from wearing these pods.  I simply cannot tolerate this experience.  But
wait, there is a lot more to share with you.   Are you ready to hear this?

My concerns revolve around customer service and the training that is
provided to your staff and the CDEs in the field who are providing training
to new pod users.  So here it is, and let's put it in the form of a fairy
tale, complete with myths and fallacies about wearing the pod.

CUSTOMER SERVICE ISSUES WITH INSULET CORP.

Myth NO. 1:    You should be able to look into the window of the pod to see
if the cannulas is inserted.

Your user guide and customer service people still believe that this is true.
From my experience, you need Superman's vision to see if the canula is
inserted through that "window"

Myth No. 2:   Attaching a pod is very much like using an insulin syringe

This is not true.  Some of your customer service people think that this is
true, or make it sound as if it is so!  Issues with putting the canula under
the skin by pinching the skin around the insertion point are similar to
injecting, for some people.  However, with injecting, if you make a mistake,
that's ok, you just have some pain and injury.  With a pod, you owe a lot of
money?!

Myth No. 3:  You can attach the pod almost anywhere on your body where you
inject..like hips, thighs, abdomen, arms, etc.

I signed on to the pod thinking that you can wear this on your arm.   Well
the answer is no!  Think about it, if you wear the pod on an exposed area
that is subject to repeated contact.  I wore it on the bottom of my arm, and
it kept getting poked by the arm of my chair.  Guess how long that pod
lasted on me?

Myth No. 4:    We will send the software and replacement pods out to you
immediately.  You might have to wait 5-10 business days!

Not true at all!  If Insulet says that to you, perhaps you should not
believe them.  It's been over 3 1/2 weeks, and I have not received the
software or additional pods.  Dewey has just informed me that they have
temporarily discontinued the software, as the software is in a changeover
phase.  Too bad none of the customer service reps know about this.   Now I
have to return the PDA without having records of the information that I
recorded!

Myth NO. 5:  Insulet gives you a 45 day money back guarantee period.

The reps, the Insulet salesman, Dewie, and my CDE all told me that.  But, I
do not believe that this is true.  When the packaging came to me this
morning, it indicates that you only have 30 days to evaluate the pods, and
15 days to return them, once you send them out!  Additionally, to my
surprise, the pods must be in unopened boxes, which is impossible.   I
really don't believe that my health care provider will every receive much
credit for my return of this kit to Insulet.   There are full of loopholes
in their promises!

Myth No. 6:  The smart customer service rep named Lindsay tells me that
Insulet folks work 24/7 and that they work very hard!

Ha, ha!  What a joke!  Customer service keeps banker's hours.  Try calling
them after 5:30 PM.  You'll love that experience, as you will need to find
someone "on call" if you are even comfortable doing that!

Myth No. 7:  Insulet customer service reps are helpful and supportive.

Not!  They threaten to make you purchase additional pods if you have trouble
attaching them.  They only agreed to provide me with exchanges on my pods as
I was very forceful with them.  Once you are beyond the 30 day period, watch
out!  Any attachment issues that you have are your own responsibility.  And
think how much extra that is going to cost you or your medical insurance
provider!  They would like you to increase the frequency of your order to
one pod every 2 days to cover the extra pods that you will use.  This is a
great policy for Insulet Corp!

Myth No. 8:  To stop an alarm on a defective pod, all's you have to do is
insert a paper clip into a special area to disable an electrical connection!

I wish it was that simple!  My nerves wouldn't be so frazzled if I could
stop those alarms!   The area that customer service references is covered
with a hard, elastomeric compound.  A paper clip will bend before it can be
inserted through that tough sealing compound.  I tried a push pin, the head
of the push pin broke off before it ever stopped the alarm.  I have tried
this procedure on 2-3 pods, and was never able to turn off the alarm!  I was
finally able to do so by taking a hammer and hitting it!  It didn't break
the pod, but it sure turned the alarm off!

TRAINING

Myth No. 9:    You will receive great training in the state of Michigan!

This has not been my experience.  I have experienced repeated episodes of
pain and bleeding when the cannulas is inserted. The customer service reps
have told me how important it is to pinch the skin around the window of the
pod.  Too bad that my CDE nurse has never been informed of its importance.

Myth No. 10:   According my CDE nurse and quick start guide, all's you have
to do is attach the pod to a surface, and press "start"

Not true at all!  Too bad my CDE nurse has not been trained on this matter!
There are multiple constraints to deal with when attaching the pod.  I
learned on the last night of my experience with the pod from Lindsay in
customer service that you need to find a fleshy area that has at least 1/2
inch of pull!  Additionally, I have learned that you need to shield the pod
from placement on areas that are subject to loads or mechanical shock!  The
cannulas comes out very easily if it is shocked!  Also, you cannot attach
the pod to a "hairy area."  My CDE nurse has no awareness of these
constraints.  I attached to pod to an area of my abdomen, and it lasted
about 4 hours before my son walked by me and gently made contact with the
pod on my abdomen.  It was off the abdomen immediately after he made minor
contact with the pod!

All in all, not a very good experience.  Unfortunately, as there are few
alternative options for me in the marketplace, I might want to try the POD
again in the spring time, if I can settle down my nerves.  If I do so, I
would expect some personal consultation from a CDE rep that is affiliate
with Insulet Corp., and who covers the state of Michigan.. Or, perhaps, my
CDE nurse will receive some adequate training before then!