Wednesday, December 17, 2008

Brrrr that was fast....

I have no doubt that Purolator is FAST, in terms of their $hipping. I also have no doubt that Medtronic is fast with their order processing. Combine these two and you result in top notch customer service. I have never been let down by either.

Something changed recently, with the shipping process for the Medtronic glucose sensors. I was not aware .... hence this posting.

I enjoy ordering online, rather then speaking in person to someone in a call centre. No offense to the actual human interactions, but I enjoy the simplicity of the "click and ship" process. No dialing, no voice prompted menus, no waiting!

I booted up the Medtronic website the other night to order my glucose sensors. I have been without sensors for awhile now, but made the realization these little gems are the key to my diabetes control. I dusted off the credit card, and ... click click click, they were on their way.

I went on to the Medtronic website the next day to track my order. Another technological advance we have all grown to love, the ability to track every move our parcels make along the way. "oh look, the truck just hit a bump outside of Montreal. Oh look, the driver has stopped for a pee". Play by play, 24 hours a day.

When I checked the status of the order 24 hours after it was placed, I saw no update. "Ok, no problem, likely a Christmas delay. I am sure Glucose Sensors are a hot item on everyone's Christmas Wish list......what, no?". The next day, I was off to work. I started my work day at noon, and worked through until midnight. I was very tired when I pulled in to the driveway ..... put out the garbage, and then crawled in to bed.

Before closing my eyes, I pulled out the laptop to check the status of my Northern Vagabond. I saw my web browser still open to the Medtronic tracking page, so I clicked refresh to see the play by play updates! I was taken back when I read the following line "Item delivered to residence at 13:25".

"WHAT?". No one was here.....I saw not box on the kitchen table....no sticky on the door....what does this mean?

I jumped out of bed, ran down the stairs an opened the front door.

There is front of me, on the front steps, was a very chilly box from Medtronic. Sitting on the front door step like a dog waiting to come in the house.

I looked at the clock, 02:15. I looked at the thermometer, -10 degrees.

My box of 4 glucose sensors, that cost $220.00, sat on the front steps of my house, for over 13 hours at sub zero temperatures. I had to literally scrape the ice off the box to open and inspect the contents.

I called to Medtronic in the morning, to see why this happened. Typically I have to sign for the parcel, to keep it safe. It seems enough people complained about missing their deliveries that Medtronic took away the need for a signature on arrival. Wow, the internet site did not mention this during the ordering process!

Medtronic states they have tested and can confirm the sensors are good to -20. I am not comfortable that my sensors spent over 13 hours in the subzero temperatures. I asked the rep at Medtronic if I could store them in the freezer from now on (yes, I was a LITTLE sarcastic). I was advised the sensors do not even need to be refrigerated anymore. I had heard this rumor, but I have also heard the fragility of the chemical compounds on the sensor itself. I have heard the sensors are sensitive to "movement", and now I wonder how extreme temperature fluctuations would affect these sensor chemicals.

The sensors are sitting in my closet now, at a toasty 20 degree temperature.

We will see how these sensors will pan out. I will start one up in the morning and get back online. I know for next time to expect Purolator to drop the parcel anywhere and anytime. I do have the ability to request a signature on the parcel when ordering, to avoid this from happening. If I had not checked that webpage in the wee hours, I can guarantee those sensors would still be on my front door step. I only check those steps on Saturday and Sunday.....when the weekend newspapers arrive! By tonight, they would have been under a foot of freshly fallen snow.

Well, truth be told, I am very happy to have my little friends back. Merry Christmas to me!

4 comments:

Randee said...

The same thing happened to me yesterday. I was super angry & had Medtronic send a replacement box out. I don't particularly care that they 'should' be ok. I don't want to test it out, as the medtronic rep suggested (especially as I find the insertion to be quite painful) to see if all 10 will work after 5+ hours in the snowy cold. What a ridiculus system.

Anonymous said...

If you aren't home when the sensors are delivered, they probably just sit on the UPS truck -- outdoors? -- overnight.

I'd call and ask.

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