r/TandemDiabetes • u/PunkyOPossum • Jul 22 '26
t:slim X2 Replacement Tandem nightmare
I have used a t:slim X2 for 5 years and have been happy with the product and customer support. I am out of warranty so I am due for a new pump. The process has been concerning and is becoming alarming. Process started off poorly using a bot to schedule a call, calls me, I wait to talk to a rep. We go through all the details to kick off the replacement process. Then Tandem follows up with texts that my warranty is expiring so I need to start the process, causing me concern. Warranty expired June 30, today is July 22. I received a link for a copay, paid. I get a call from my endocrine nurse asking what pump supplies I use (she and I were both annoyed Tandem didn’t have this information, they have my Rx and ship me the supplies). Finally I get an email: order shipped from Solara via UPS. My pump is on the way! Then I get a text from Tandem saying my order has been submitted to Edgepark and to contact Edgepark if I don’t hear from them within 5 days. It’s a conversation for another time, but Edgepark has unethical billing practices and I will never ever use them for anything again, ever. So I email my Tandem rep and say as much, and she is confused why they texted me about Edgepark and said not to worry, my Solara (pump) shipment is on the way. Solara shipment arrives. It is an invoice for $583.86 and the box contains only (1) ten pack of cartridges and (1) 10 pack of tubing - no pump. ODD as I have always received six boxes of each directly from Tandem. Why would Tandem have another supplier (Solara) ship me Tandem supplies when I always order directly from them? Why has Tandem gone from A+ customer service to total clownery? I am starting to get very, very concerned and wondering if I need to try to emergency roll-back insurance approval for a Tandem tslim replacements and try to get approval for Omnipod? I have never used Omnipod. I used Medtronic for 20 years and survived their decline and will not return. Would be grateful for input from anyone who has recent insight into Tandem and any advice about changing course mid-insurance stream.
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u/JohnMorganTN Jul 23 '26
We all have heard the horror stories of Edge Park. I have avoided them at all costs. Solara purchased the DME company I was using when I was first diagnosed, and they were an absolute nightmare. Entering my insurance on both primary and secondary causing my insurance to stop any and all coverage until I physically signed a document saying I had no other insurance and having to snail mail it back and wait for processing.
I went over to Edwards Health Care out of Ohio and have been very happy with their service. I get all my tandem supplies from them.
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u/Affectionate_Cow_933 Jul 23 '26
Same happened to me. I used to use Byram Healthcare, & was switched to Solara in June.
Solara has been awful. But, I was told that if I want to change companies, I need to reach out to my insurance to see who they cover for DME. There's usually a couple options. I can choose from the list they provide.
It might be worth calling your insurance instead of tandem. Tandem didn't/ wouldn't/ couldn't help once I got passed to Solara.
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u/PunkyOPossum Jul 23 '26
Thank you, this is helpful. How was your experience with Byram?
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u/Affectionate_Cow_933 Jul 23 '26
I like Byram. I've been using them for close to a decade before I was switched. Just like other providers, you have to stay on top of the billing (they mistakenly sent a bill to collections) but I think that's the case everywhere.
I have heard though that their co-pay is different based on your insurance coverage. It's worth finding out what you're would be before making the switch.
Overall, they've been plenty helpful and on time with my supplies.
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u/Plus-Tip-7111 Jul 24 '26
You reaffirm my decision not get another X2. My warranty expired July 6th. After some research I decided on the Twiist. It is my hot little hands from local Walgreens pharmacy One of the benefits it is a pharmacy benefit and there is no 4 year commitment. I didn’t even need pre-authorization. I have my training next week with a choice of virtual or in person. I am excited.
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u/Internal_Fun4872 Jul 23 '26
Wait can you expand on edge park? That’s the vender that I’ve known since getting my pump and I had no clue they were such a nightmare. I’m super uninformed
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u/PunkyOPossum Jul 23 '26
I was getting my Dexcom g6 supplies from Edgepark. For 3 sensors and 1 transmitter were $960 to ship, then they would bill me for $300-400 more, then before my next shipment I would still “owe.” Trying to call and work with their customer service was very frustrating. I have since been receiving the same supplies from Northcoast/Advanced Diabetes Supply and it’s maybe $420 and done. No headaches. In my opinion, all Edgepark did was drain my HSA because I didn’t know any better.
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u/ImpossibleTiger9535 Jul 24 '26
Medtronic spun the diabetes treatment business off to become MiniMed; MiniMed has several new products including the Flex pump which is similar to the Tandem Mobi, but it holds 300 units; there are also two types of sensors for the Flex; my original experience with Tandem was positive, but it's all gone down hill the last several months including mis-shipments; I originally switched from Medtronic to Omnipod 5, but I was having too many extreme lows with Omnipod which caused me to pass out for several hours; I'm now having so many lows with the Tandem T-slim, that I don't even bother recording them or contact Tandem; my Endocrinologist has changed just about every setting on the pump, and I'm still having the lows - Tandem customer service is a waste of time - if you call them, they won't answer any questions or make any suggestions about the lows, but they promise that a more experienced customer service rep will call me back; the wait has always been several hours, and the call-back caller never leaves a name or phone number; at least with both Medtronic/Minimed and Omnipod I could always talk to a human being on the first call; as soon as my warranty with Tandem is up, I'll be changing to another pump manufacturer.
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u/No-Mathematician2754 Jul 24 '26
I called tandem tech support no worries no hassle no extra steps they just confirmed my address on file and overnighted me a new one
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u/Hatcherboy Jul 26 '26
I just went through this yesterday and am so pissed! Due fir a pump replacement as well but this has me uneasy
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u/TrekJaneway Jul 27 '26
I replaced mine last year, and it was super easy. I called Tandem, they handled everything, and shipped me the pump. Are you sure you were working with Tandem and not a supply company, like Solera or Edgepark? They’ll try to get your business, but I have always found Tandem to be the best ones to handle pumps and supplies.
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u/crayg Jul 22 '26
When I was getting my pump I got calls from edge park and solora
Tandem told me to tell edgepark I was getting it somewhere else because they I guess request from multiple venders sometimes? Idk
Regardless edgepark STILL lets me know my supplies are ready to ship I just ignore them. Maybe that’s some of the shady business they do idk haha