As I went to take her pump out of her pump pouch to check the CGM I noticed the pump was wet. My initial thought was, great, she leaked out of her pull-up already. (her blood sugar had been high at bedtime) Then when I went to smell to check if that's what it was. I did not smell pee-pee. It was insulin.
What the heck!? Maybe that was why her blood sugars had been high all day? But why hadnt' I noticed it during the rest of the day? So strange... I decided to go ahead and check Lovebug (after checking Princess) and then unhooked Princess's pump from her and took it downstairs to inspect it more.
I check the outside of the pump out, it didn't seem to be visibly leaking insulin from anywhere but it REEKED of insulin. I took the reservoir out to look and it and I noticed condensation on the reservoir. The inside of it where the piston pushes the reservoir up. Yep, that should NOT be there. I called the Medtronic helpline to see what they thought I should do. (besides the obvious, change the reservoir out) The guy I talked to was very helpful and concerned. He told me he would replace a few of our reservoirs and wanted to send us a new insulin pump. I told him it was working fine at this point. I didn't see any reason to replace it when it was working fine. He told me if the pump started acting funny in any way or we had another leaking reservoir to call back and they would send us a replacement pump. I agreed I would call back and was a bit relieved we didn't need to go back to shots for a while until we received a new pump. The man was very helpful and with it being my first experience with the Medtronic Helpline, I was more then impressed!
Everything was fine and dandy until the next night. Monday night her CGM keept alarming when the CGM screen clearly said that she was okay. At one point it said LOW PREDICTED and she had double arrows up on the CGM screen. I was up almost every hour that night clearing alarms and checking her blood sugar just to be on the safe side. I'm so glad she was sleeping BUT it was tough on me poking her over 10 times that night. By the time 6am rolled around I just disconnected the pump and took it downstairs. I was going crazy. I decided to check the reservoir again and sure enough, more leakage. Wonderful.
I decided at this point that I wanted a new pump. Something had to be wrong with it. Since they said to call back, I did. The lady I talked to that time was less then helpful. She just told me to change the reservoir out and call back if it happened again. Didn't offer a new pump or anything. I was NOT impressed with this lady AT all. I tried explaining to her that this HAD happened before but she was clearly not listening. I got off the phone and was very discouraged.
Later that morning I put a call into our Medtronic Rep. I explained to her what had happened over the past couple days and asked if I should be pushing for a new pump at this point or just wait and see. She told me that I needed a new pump. It is Medtronic's policy that if at anytime you are not confident that your pump is working properly, they will replace it. (within the warranty) She did not want me using that other one if insulin had possibly leaked into it. Even if it was delivering insulin fine at that point, if insulin leaked into it, it could stop working properly at any time. She was very concerned the second person I talked to at Medtronic gave me the "run around" as she put it.
My rep ended up calling Medtronic herself and I ended up on a 3 way call with someone from Medronic, myself and my rep. The lady from Medtronic was very apologetic and they had a new pump on it's way. They also replaced ALL of my reservoirs I had on hand. I'm pretty sure the lady apologized a dozen times but I was just happy someone was taking care of it. I was very impressed with Medtronic and with my rep. She saved the day!
The pump arrived by 10am the next day and all has been well with the new one. Kudos to Medtronic for following through and to my rep for going the extra mile. :)