Blog Entries With Tag: warranty


Posted: Mar 3, 2013
Well, so far, no reply from the big wigs at Animas Corporation / Animas Canada on my email that was sent in reply to their's over a week ago.  I'm actually hesitating on calling Animas Canada, since they seem to have wiped their hands clean of me - but have promised some Animas users - that I will see this thru' to the very end.  I've sort of lost faith in big corporations like Johnson & Johnson - but I'm trying my best to be patient - and see what the end result is with my pump - that was under warranty when they "discovered" the issue with the internal s/w date killing the pump (and now it appears to be in all their pumps pre-2020).  Which still makes me wonder .... why it was never corrected in the 2020? 

I've been back on dry land now for a few weeks since my holidays.  I'm still doing the ol' MDI (multiple dosage injections). I'm actually not minding it.  Yes, my tummy that takes all the NovoRapid shots during the day for meals and corrections to my blood glucose (BG) looks abit bruised.  That's from the occasional blood vessel being poked with the pen needle - despite it's 32 gauge sleekness.  My DH noticed my tummy the other day - and I said - get used to it - my bikini modelling days are over.

I'm actually not missing the pump at the moment - I can't believe I'm saying this in public. The pump is great for some occasions - e.g. where accessing areas of your body for a shot make things difficult or you have a change in activity that requires less basal insulin. Other than that - I'm getting used to it again.  I'm trying not to be so OCD over the fact that my BG's are not as well balanced as they are with the pump, but with more BG testing and adjusting of basal and/or bolus insulins - I am getting the hang of it.

My god daughter who is coming with me to Toronto this w/e for the Children With Diabetes event (3 days of education / fun for kids & parents / etc.) - can't imagine putting her 13 year old onto shots. His diagnosis was at 6 (like myself) and I think he was put onto a pump right away.  She said she'd have no idea what to do if he was on MDI. That is a bit scary - andI think if I was an endocronologist or educator (CDE) - I would have newly diagnosed patients hating my gutts - since I would insist that they at least learn how to control their diabetes by the old fashioned system of frequent injections. I'd be like Nurse Ratched from One Flew Over the Cuckoo Nest .

I also am still looking into the Roche ACCU-CHEK Combo pump as a possible replacement to Animas.   I'd heard thru' the grapevine that it DOES have an end date - that it only works for 7 years, but after I contacted the rep at Roche that I had met last summer - they told me in their older pumps, this was the case, but not with the pumps now sold (phew).  The one great thing about the Roche pump is that it was $1K less and had a 5-year warranty.  Good for those of us who are paying out of pocket for a pump.  **UPDATE** - see comment below dated March 6th.

Again, until I have some sort of closure with Animas Corporation/Animas Canada it's sort of put me off of any pump manufacturer at the moment.  So, for now, I'm standing on the edge, waiting in ancipation for an answer that is honest and not legally formatted with their reply (e.g. please write in easy to understant terms).



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Tags: FFL (1) Children With Diabetes (1) CWD (1) BG (1) MDI (1) software (1) warranty (1) Accu-Chek Combo (1) 2020 (1) Animas (1) insulin pump (1) Roche (1)
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Posted: Feb 23, 2013
Moi (in my mind) saying

Well, as I type this out, I have Careless Whisper from George Michael playing in the background.  It's been almost 2 months now that I disconnected from him - my Animas 2020 pump - in preparation for my holidays I took - where I didn't want him compromised by more s/w issues that my past 2020 pumps have experienced when going thru' the security systems at the airports.

Before I'd left on my holidays, I had finally heard back from Animas Corporation in the USA on my issues that I've been calling them about / blogging about / talking to them since mid-December.   I was told by Francis Crane who is Supervisor of Animas Customer Support (lovely lady from Georgia - but your sweet accent doesn't fool me ) I'd have an answer answer on January 28, 2013.  I told her I'd be away at that time so  she said she would call me when I got back.  Of course, as soon as I got back home, I called Ms. Crane, left 2 voice messages over almost a week.  When I heard back from her, she could not give me an answer <disappointment>, and that it had been given to someone by the name of Alecia now, in the technical department area, and I would have my answer no later then Friday (Feb 22/13).  

That call has never occurred.  

My question to Animas Canada - is why did they wipe their hands clean of me - and send me over to Animas Corporation in the USA?  I purchased my pump here in Canada, not the USA.  It also scares the heck out of me due to T1D's in the USA who have had their pumps "gone bad" replaced with a "reconditioned pump(s)".  One such American said that within 3 months - they were given each time a reconditioned PING pump - in the end - they gave up on the pump all together due to continual technical problems and went back to MDI (multiple dosage injections)..  Here in Canada, when I had called up about this a few years ago, apparently our laws differ from the USA.  Canadians are given a new pump when they receive a replacement - phew.   Though, I'm not sure if that is a good "phew" or a bad "phew".

I still to this day - as I posted in my other blogs/discussons on this situation with the Animas 2020 pump - firmly believe that Johnson and Johnson knew full well of the problem well before the issue was made public (when many of us were still under warranty).  That with both registered letters that many of us received - that they are admitting culpability in the fact that they DID NOT post anything in their literature or training manuals even after discovering s/w originally developed had the built in "Self-Destruct" sequence of the date  versus delivery of insulin.

I still scratch my head as to why, when the issue was known back in "March 2012", and I myself was still under warranty - why my replacement 2020 pump was not a PING - which supposably has no issues - would I be any further ahead with having had that pump I wonder?

The other question that is running around some of our heads these days is also .... how long is an insulin pump supposed to last?  Many other pumps made by other pump manufacturers last 10+ years with no issues to the user with dispensing of their insulin coverage.

All I can say is .... SHAME on you big corporations that hold us in your grip - for us to use products that we trust our livelihood on ....   Animas Canada / Corporation you know full well that you are in the WRONG.  


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Tags: PING (1) 2020 (1) software (1) technology (1) date (1) delivery (1) warranty (1) George Michael (1) Johnson & Johnson (1) pump (1) insulin (1) Animas Canada (1) Animas Corporation (1)
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Posted: Jan 12, 2013
Fists with RANT on them
I'm now going into my third week without my insulin pump, GM (aka George Michael).  It's been a challenge this time, compared to the last time I did it in 2010 (for some reason I didn't keep a log).  I am frustrated as all heck - as I go up and down - like on a roller coaster ride - but those are more fun - since they are just temporary ups and downs with abit of screaming.  You eventually get off - and get on with life and it's regular routine.


I'm finding that I am living by the clock / alarm - for my basal shot (I have split up my Lantus into 2 shots - in AM and PM).  I sometimes have forgotten an hour or so later - I have forgotten one of the shots.  Kind and experienced MDIer diabetic mates (gag - I used to be one of those) - have told me - "don't worry - you're off by a few minutes or an hour - it won't effect you".  BS is what I say to that - maybe for them - but not for this ADH D-gal - who is used to having pretty level BG's that when they do go on  roller coaster ride - it's due to inaccurate carb count, hormones, or some other little glitch that sometimes can't be explained.

I now have my android phone set up with alarms - I feel guilty sleeping in (not that I did too often - but when I did - I knew my basal insulin in GM was working away).  When I just want to have a little nibble - I have to go and test my BG - which I always did before - but sometimes - I could get away with not doing it - and just do a "guestimate bolus" and usually things were fine.  Not so with MDI , in order to maintain my standard of BG level - I have to be constantly thinking of what next - did I miss a bolus - did I / do I? 

Eating has become a somewhat of a chore - I feel like my Mum - who eats on time  (she should be a  diabetic - she's more controlled then I am) - she has no change in her routine or foods that she eats.  That is not me - SCREECH - I'm a Bohemian type of gal - I can't live this way of life - I must be freeeeee!!!!

My other option, which I'm surprised isn't giving me sleepless nights - is just to go back onto GM - admit defeat - I can't do MDI.  Alright, you ask youselves - why isn't FatCatAnna going to the endo for advise?  Frankly, I only go to him for prescription refills - at one point many years ago he actually semi-belowed as to why I was injecting with rapid insulin in his office - when my BG reading he took was high.  His thoughts at that time was - you only inject for meals.  Oh, and even better, going onto a pump - he was dead set against it - but I went ahead - without his approval (but in end - when it came to purchasing - I needed him signature - by then he realised going from an A1C of 7% to 5.9% in less then 6 months with trial pumps - meant I was doing something right - and it wasn't due to having lows to even out the A1C number).

So, to make a long rant short.   A D-mate of mine whose pump warranty ran out the same time as me - and as disgruntled by all of the recent releases - encouraged me to call up Animas Canada - since apparently my scribbles here at Diabetes1.org and other forums where I post made them decide to stand up for themselves.  They did - and are now a brand new owner (received the day after they called) of an Animas Ping (and they like it better then their 2020) 

I proceeded to call up Animas Canada as they encouraged me to do the same as they did and spoke with Jessica at Customer Care.  She very nicely listened to me rant (am I Rick Mercer - I mean I am CANADIAN - just not from the east coast).  I explained about what I was doing with MDI while off the pump temporarily due to fear of GM going wonky on holidays like others before him. Told them to check out my blog after I jabbered on - look for my postings in Facebook and Twitter - just to be aware of how serious the problem is with selling a product that the buyer was not aware of - our pumps die December 31, 2015 - plain and simple! 

I explained to her - if she wished me to have issues with GM (she kept on questioning me about the component issue from January 3rd Urgent Pump Recall) - then I told her I would gladly put GM back on - go on my holidays.  If he is the same as previous Animas 2020 pumps or perhaps a different issue - it IS a SAFEY RISK.    I told her, by weaning myself off from GM to relearn MDI due to my distrust with their pumps - I'll be better prepared in my humble opinion.   Even perhaps too honest - was my telling her that I'm looking a purchasing a used Medtronic pump as a back up - but so far - Medtronic Canada when I inquired about the safety of that basically warned me against it.  So, I await to hear back from Animas Canada on the problem with their Animas 2020 - they'd promised to call back the day I called - but so far - nothing.

So, my fellow MDIer's (thumbs up gang on Twitter) don't panic yet - I am determined to get this MDI sorted out before I leave in a few weeks - this is the reason I started a month prior to departure.  I do not want to be a heaping sobbing blob on the floor in a panic as I try to sort out my insulin requirements via pen needle - and ruin my fellow sailors holidays as well as mine.  I want to enjoy my holidays - plain and simple - but have to admit - I do wish I had a reliable pump - that I could trust to take on my holidays. 

I miss you George Michael - all tucked up in the zip lock bag - safe and sound - battery taken out. Sleep tight until I unzip you in Feburary to start pumping with you again (and hopefully you still function).


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Tags: warranty (2) needle (1) pen (1) NovoRapid (1) Lantus (1) safety risk (1) component issue (1) MDI (1) pump (1) insulin (1) Medtronic Canada (1) Animas Canada (1)
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Posted: Jan 7, 2013
Well, I have to admit, the response back from Caroline Pavis who is the Communications Director at Animas Corporation took only 5 days - considering the holiday season - not bad!  I personally do not think I am the only one questioning all the releases with not only the 2020 pump they manufacture, but their two previous pumps (IR1200 and IR1250) - but I appreciated her taking the time out to "personally" respond to my/our questions. 

I am still wondering why the answer I was given back in December by  Ann from Customer Relations that the s/w time out date was known since 2000 has changed to March 2012 as you'll read below in Q2 - has me a wee bit puzzled.  Even more puzzling, is now it seems they are going back on their statement made online on their website that the IR1200 and IR1250 will also NOT function past 2015 - if you read the release - you'll be like me - scratching my head - as it states that these two pumps will STILL function  - e.g. " continue to deliver insulin, if patients are using a data management software program with their pump, they will notice inaccuracies in the reports because of the incorrect dates".  What is stated below in Q2 is the reverse of what is stated from this statement release by Animas.  Do they know that some of us patients read VERY carefully about how are medical instruments are affected right to the "t"??

Now, I wonder, since Caroline states below - that they became aware of the s/w problem in March 2012 and my warranty ended in April (I received my replacement pump a few weeks before the end of March) - if they'd consider retroactively letting those of us that were still in "the zone for warranty coverage" have a pump that will function past 2015 - so we will have a "back up" pump for the future - like other pump users do with their retired pumps - wouldn't that be one less worry for those of us who find it difficult to control their diabetes with MDI (multiple dosage injections - e.g. average of 8-12 shots a day). 

On closing, as one American pumper stated in an online discussion on the w/e involving this issue  - and I'm quoting them the way I interpreted it (so if you're the one who posted this - clear up my confusion of what you said please) - " everyone should get a new pump every 2 years - to have the latest s/w technology - it's a no brainer ".  The yell in my head that went off at that statement may have made the walls cave in of your home - sorry - this is my polite response - " Not all of us have insurance coverage that covers a new pump every 2 years - let alone a pump.  Some of us pay out of pocket (our savings if we have them) to stay healthy.  Our hope  isto have a pump that lasts at least 4-6 years (more would be a dream) - which would make the cost of owning one about $2K/year - for some on limited income that is extremely difficult ". 

-----------------------------------------------------

Via Email - Thursday, January 3, 2013

Hi Anna:

My name is Caroline Pavis and I serve as the Communications Director for Animas Corporation. It is great to meet you over email. Thank you for all the amazing work you do providing information and education to people with diabetes!

I have read your blogs related to the software limitation we recently discovered with our Animas 2020 pump models. I want to make sure to provide answers to all the outstanding questions you have about this issue. Following is a list of questions (and our responses) which I hope will be helpful to you. Please let me know if you still have outstanding questions that I can help you with, after you review the Q&A below.

All the best,

Caroline

_____________________________________________

Q1 - When and how was this software issue discovered?

Animas recently discovered this software limitation as a result of a separate investigation into the calendar designs of all our pump systems. This investigation was launched in March of 2012.


Q2 - Why was the pump designed with this software limitation?

The pumps were not intended to be designed with this software limitation, or end of use date.  The end date was a consequence of the memory limitations of our technology available at the time the platform was first created.  Due to how the pump’s memory is allocated for storing dates, the memory capacity is limited to a 16-year range. The IR 1200, IR 1250 and Animas® 2020 pumps all began with a reference year of January 2000, which restricts this family of pumps to January 1, 2000 through December 31, 2015.


Q3 -Why didn’t you notify patients about this software limitation sooner?

Upon discovery of this issue in mid-2012, we launched an in-depth investigation designed to ensure it would not pose a health or safety risk to patients prior to the date of Dec. 31, 2015. Now that we have a full understanding of the issue, we are notifying patients and healthcare professionals.

 

Q4 - Did Animas design your pumps with this software limitation, or end-of-use date, so that patients were required to purchase a new pump after their warranty expired?

No.  There was and is no plan to limit the date on the pump in order to require patients to purchase new pumps. The end date is solely related to memory limitations of our technology available at the time the platform was first created.

(To reiterate from question 2: Due to how the pump’s memory is allocated for storing dates, the memory capacity is limited to a 16-year range. The IR 1200, IR 1250 and Animas® 2020 pumps all began with a reference year of January 2000, which restricts this family of pumps to January 1, 2000 through December 31, 2015.)

 

Q5 - After midnight on Dec. 31, 2015, can I change the date on my Animas® 2020 pump to a previous year, so that it will continue to function?

No. After midnight on Dec. 31, 2015, the Animas® 2020 pump will no longer function, meaning the pump will no longer deliver insulin. Changing the pump’s date to a previous year will not serve as a “fix” for this issue. The issue/end date for the pump is a consequence of the memory limitations of our technology available at the time the platform for the Animas® 2020 insulin pump was first created.

 

Q6 - What will Animas offer to Animas ® 2020 pumpers who are out-of-warranty?

We are committed to providing assistance to our patients whose warranties will expire prior to Dec. 31, 2015. Between now and the end of 2015, we will be proactively reaching out to all our out-of-warranty Animas® 2020, Animas® IR1250 and Animas® IR1200 patients to remind them of the end of use date.

 

Q7 - Will Animas continue to honor your warranty commitments to patients who are currently using Animas® 2020, IR1250 and IR1200 pumps?

Animas will always honor any and all warranty replacements of our insulin pumps, and is committed to honoring our replacement warranty plans for all our Animas® 2020 users. Prior to the end of 2015, we will provide in-warranty patients with a free replacement pump of a newer model to ensure their care with pump therapy is not interrupted.

 

Q8 - Is the Animas® 2020 being phased out?

Animas recently discontinued the Animas® 2020 insulin pump in the United States and Canada in favor of newer technology. We will therefore be providing patients in need of replacement pumps with a OneTouch® Ping® Glucose Management System, which includes an insulin pump and a glucose meter that can also act as a remote controller of the pump. The OneTouch® Ping® insulin pump has very similar features to the Animas® 2020 insulin pump.

 

Caroline Pavis| Director, Global Communications

Office: 610.240.8128 | Cell: 610.357.3121 | Fax: 484.568.1444 |  [email protected]

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Posted: Jan 2, 2013


Well, I had written a blog earlier saying I'd be off the pump as of December 31, 2012 - but I still had some insulin left in the reservoir - and we all know that insulin does not come cheap - so I milked that cartridge for all its worth - and officially disengaged from GM in the afternoon on New Years Day.


The only thing with doing that - was the basal shot of Lantus - trying to figure out - what to give - since I split my doses up of Lantus - 12 hours apart.  So, I rolled the dice, and came up with an amount that I thought would be alright until my night time shot.  What can I say, I like to gamble .

The one thing I took was a few pictures - one showing the amount of stuff I generally have to carry for travelling - I call it my mini-sac - because on longer travels - e.g. 2-3 weeks - I pack even more pumping stuff in my zip lock bag(s).  So, going now to the pen needles (two of them - one for Novo Rapid - aka bolus shots for meals / corrections and the Lantus - for my basal insulin).  So much less to lug around.



So far, my BG's seem to be not going below 10 mmol/l (180 mg/dl) which is abit of a drag for me - as I tend to have tighter control then this - but I'm writing everything down as to what I inject / BG (blood glucose) reading / food intake - something I didn't really seriously do last time I did a pump holiday (that one was for almost 6 months).  So, not having any notes to go back on has been abit frustrating, so I'm trying to do better this time (let's hope I stick to it).

So, day 2 has started - I actually do miss the pump - but then I don't - because now I have to really think twice before I stick something into my gob.  Because it means I have to take an insulin shot of rapid insulin - in order to enjoy that morsel of cake or chocolate.  Before, it was simply doing a BG test (which I am now going to be doing more of) - then pushing a few buttons to infuse some insulin.  I'm thinking maybe I'll lose some weight - gleefully clapping my hands here - but hopefully the weight loss will be due to well controlled eating / injections - and not having high BG's which can lead to weight loss (been there done that in my younger years when I was out of control).

Okay - off to test my BG - then head outside into the balmy -15C (windchill is showing -22C) weather.  It'll be nice to get some fresh air - and compete with other shoppers in the grocery store that have dwindling supplies in fresh foods (I'm down to zilcho veggies and fruits due to being away over the holidays).



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