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My Defy Medical experience so far
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<blockquote data-quote="TestOneTwo" data-source="post: 173031" data-attributes="member: 40269"><p>My initial experience was very good. It all went smoothly and pleasant.</p><p></p><p>However, things went downhill when it came to my first follow up & refill. The follow up consultation seemed rushed, yes I’m aware it’s supposed to be shorter etc but I didn’t really feel heard as much as I did during the initial consultation. Still, while noted in the back of my head, it really wasn’t a big deal.</p><p>The more concerning problem is the refill. Due to me having bought <u>their</u> <u>recommended syringes and needles</u> in my first order I have lost a lot of T with each shot, 0.05ml to be exact, which <strong>would</strong> have still left me with JUST about enough T until the refill date. Why? I had deliberately used a little bit less for each shot since I already saw a problem arising early on. Based to my injection protocol I was losing 1.4ml from my 10ml supply. That’s 14%! I doubted that they would overfill their vials by 14% in order to compensate for the waste so I kept that in mind.</p><p></p><p>02/20 I reorder (with now recommenced 27g 1/2” syringes) express shipment since this is the only chance of working out at all. (Questions comes up: Why even offering slow shipments?)</p><p></p><p>02/21 I get an email saying sorry, the refill date is 02/26. Do I want to proceed anyway meaning I will pay etc and they will hold it until 02/26. I replied YES YES please, of course. Whatever speeds the process up. <u>I get an order confirmation the same day.</u></p><p></p><p>03/03 I’m getting nervous. According to 4-5 work days lead time I should be receiving the shipment by tomorrow 03/04 latest and I didn’t even get a tracking number yet. I send emails to two different admins, no reply. Yes it’s true, you never speak to the same admin twice. That seems to affect accountability.</p><p></p><p>03/04 Still no response from anybody and no shipment either. I call. Apparently there was an issue with my order. In a nutshell, when I was ordering early my account was put on hold...unfortunately nobody had seen it necessary to put it off hold so it ended up in limbo...Now my shipment is due Fr 03/06 EARLIEST and we all know this probably means it’s NOT going to happen that day and much more likely on 03/09 or 10 instead. Awesome, especially since I had just switched to EOD.</p><p></p><p>This is not good. We are not talking about an order for a bag of grass seed here. This is supposed to be a reliable supply system to help maintain a highly delicate hormonal balance and I don’t see it being treated as such at all. I also hate HATE having to chase my medication like a junky, hassling people, trying to cut days, getting stressed out etc. This is not cool.</p><p></p><p>I’m not a complainer but I suspect that Defy might be growing a little too fast for its own good. I hope things will get better there soon.</p><p></p><p><strong>UPDATE 3/4</strong></p><p>In the afternoon I’ve received a surprising UPS notification which stated the shipment was on its way for a next day 10.30am delivery.</p><p></p><p>This seems like nothing short of magic and it certainly brightened up my day.</p><p>Somehow they managed to push the order through to the pharmacy on the same day which in turn churned it out for a next day pre 10.30am delivery. Despite my rant I respect it a lot when a company is <u>really</u> trying to fix something rather than just giving me lip service while getting on with business as usual. This shipment could have easily not been shipped before Tuesday (today is Wed) so, thanks Defy for going the extra mile. Will update once it has actually arrived.</p><p></p><p><strong>Update 3/5</strong></p><p>This morning the shipment was still showing for delivery today. Well, UPS just just changed it to tomorrow a couple minutes ago...”<span style="font-size: 12px"><span style="color: rgb(54, 54, 54)"> A mechanical failure has caused a delay. We will update the delivery date as soon as possible. ”</span></span>I guess at least it’s going to be here before the weekend...I hope. That’s why there’s absolutely no room to delay things at the front end. Anything can happen afterwards. Murphy’s law. Wouldn’t be surprised if the shipment gets lost altogether.</p><p></p><p><strong>Update 3/6</strong></p><p>The eagle has landed this morning and I’m relieved to say the least! In the end, with help of the Defy team the shipment was only 2 days late. Sure, not ideal but it could have easily been a week. </p><p>I also got a comprehensive response from Defy Management apologizing for the mishap, acknowledging certain weak areas but also indicating some exciting plans in the works for improving the supply system. I’m very much looking forward to that. It has to be said, despite what people believe customer service isn’t about freebies. It’s really much more about people going out of their way to help other people, in this case a customer. I appreciate that.</p><p></p><p>On a siede note, those 27G 1/2” Insulin syringes are awesome. Virtually no waste!</p></blockquote><p></p>
[QUOTE="TestOneTwo, post: 173031, member: 40269"] My initial experience was very good. It all went smoothly and pleasant. However, things went downhill when it came to my first follow up & refill. The follow up consultation seemed rushed, yes I’m aware it’s supposed to be shorter etc but I didn’t really feel heard as much as I did during the initial consultation. Still, while noted in the back of my head, it really wasn’t a big deal. The more concerning problem is the refill. Due to me having bought [U]their[/U] [U]recommended syringes and needles[/U] in my first order I have lost a lot of T with each shot, 0.05ml to be exact, which [B]would[/B] have still left me with JUST about enough T until the refill date. Why? I had deliberately used a little bit less for each shot since I already saw a problem arising early on. Based to my injection protocol I was losing 1.4ml from my 10ml supply. That’s 14%! I doubted that they would overfill their vials by 14% in order to compensate for the waste so I kept that in mind. 02/20 I reorder (with now recommenced 27g 1/2” syringes) express shipment since this is the only chance of working out at all. (Questions comes up: Why even offering slow shipments?) 02/21 I get an email saying sorry, the refill date is 02/26. Do I want to proceed anyway meaning I will pay etc and they will hold it until 02/26. I replied YES YES please, of course. Whatever speeds the process up. [U]I get an order confirmation the same day.[/U] 03/03 I’m getting nervous. According to 4-5 work days lead time I should be receiving the shipment by tomorrow 03/04 latest and I didn’t even get a tracking number yet. I send emails to two different admins, no reply. Yes it’s true, you never speak to the same admin twice. That seems to affect accountability. 03/04 Still no response from anybody and no shipment either. I call. Apparently there was an issue with my order. In a nutshell, when I was ordering early my account was put on hold...unfortunately nobody had seen it necessary to put it off hold so it ended up in limbo...Now my shipment is due Fr 03/06 EARLIEST and we all know this probably means it’s NOT going to happen that day and much more likely on 03/09 or 10 instead. Awesome, especially since I had just switched to EOD. This is not good. We are not talking about an order for a bag of grass seed here. This is supposed to be a reliable supply system to help maintain a highly delicate hormonal balance and I don’t see it being treated as such at all. I also hate HATE having to chase my medication like a junky, hassling people, trying to cut days, getting stressed out etc. This is not cool. I’m not a complainer but I suspect that Defy might be growing a little too fast for its own good. I hope things will get better there soon. [B]UPDATE 3/4[/B] In the afternoon I’ve received a surprising UPS notification which stated the shipment was on its way for a next day 10.30am delivery. This seems like nothing short of magic and it certainly brightened up my day. Somehow they managed to push the order through to the pharmacy on the same day which in turn churned it out for a next day pre 10.30am delivery. Despite my rant I respect it a lot when a company is [U]really[/U] trying to fix something rather than just giving me lip service while getting on with business as usual. This shipment could have easily not been shipped before Tuesday (today is Wed) so, thanks Defy for going the extra mile. Will update once it has actually arrived. [B]Update 3/5[/B] This morning the shipment was still showing for delivery today. Well, UPS just just changed it to tomorrow a couple minutes ago...”[SIZE=12px][COLOR=rgb(54, 54, 54)] A mechanical failure has caused a delay. We will update the delivery date as soon as possible. ”[/COLOR][/SIZE]I guess at least it’s going to be here before the weekend...I hope. That’s why there’s absolutely no room to delay things at the front end. Anything can happen afterwards. Murphy’s law. Wouldn’t be surprised if the shipment gets lost altogether. [B]Update 3/6[/B] The eagle has landed this morning and I’m relieved to say the least! In the end, with help of the Defy team the shipment was only 2 days late. Sure, not ideal but it could have easily been a week. I also got a comprehensive response from Defy Management apologizing for the mishap, acknowledging certain weak areas but also indicating some exciting plans in the works for improving the supply system. I’m very much looking forward to that. It has to be said, despite what people believe customer service isn’t about freebies. It’s really much more about people going out of their way to help other people, in this case a customer. I appreciate that. On a siede note, those 27G 1/2” Insulin syringes are awesome. Virtually no waste! [/QUOTE]
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My Defy Medical experience so far
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