Today, Abbott Diabetes Care placed a notice on their website with a notice that they were contacting customers who were waiting on new receivers or transmitters. They said that they were trying to offer solutions for the waiting period. There was a number to call so I called.
They are not able to say when they will be able to replace the system, so if you don’t want to wait, they are offering $2k towards a replacement system if you return the Navigator to them. I also brought up that I have 7 ½ boxes of sensors. I was told that they will also reimburse those. I then told them that my insurance company paid more than what they should have on those, so I wanted to make sure the reimbursement was for what was paid. They will pay dollar-for-dollar as long as long as you have the sales receipt, which I do.
I wanted to make sure that something was in writing if I returned everything to them. They are also sending Affidavits for people to sign. I don’t have a problem with that. I just wanted my money back so I could get a Dexcom. The Dexcom is supposedly cheaper so my insurance company will make out on the deal. The supply company will get their money for both a Navigator & a Dexcom and I will finally have a working system. Everyone should be happy!
They are sending me labels & boxes to return everything to them. They said they are working on doing a fast turnaround.
Even after I accepted the deal, I was offered 90 days worth of test strips. I use a different meter that connects to my computer so declined that offer.
Abbott finally did the right thing for their customers. Although I wish that they had done it sooner, at least they finally did it. I am just shy of the 10 week mark for my Navigator dying.
I feel sorry for anyone that works in customer service at the Navigator department. I am sure they have dealt with a ton of angry customers the last 2 months. They all deserve a bonus and a happy hour trip!
UPDATE: I wanted to attach this same update to a couple of the posts about Abbott Diabetes Care. I did not want to add a whole new post because I want the Dexcom vs. Navigator comparison post to remain on the main page.
On Thursday, April 8th, I accepted Abbott’s offer of $2k for the Navigator. I was told that they would FedEx me two labels – one for the return of the Navigator & the other for the return of the sensors. My FedEx package showed up today (Monday, April 12th) with only one label for the return of the Navigator. It had a paper for me to sign accepting the $2k and I could get that with 90 days worth of test strips or without the test strips. No mention of the sensors. I called Abbott immediately and asked to talk to a supervisor. She told me that the sensor offer was coming separately but could not tell me when. I will not return the Navigator without something in writing about the sensors – I have $5,125 worth of those and any deal with Abbott has to include that money. It looks like I was screwed again by Abbott Diabetes Care and I will be sitting here waiting to get a Dexcom because Abbott screwed me.