The Worst Diabetes-Related Customer Service I’ve Ever Experienced

Roughly six months ago, I wrote a blog post in which I gave diabetes supply company Byram Healthcare a glowing review.

Now, I take back everything I said then (and have since updated the post with a preface).

I truly believe that Byram gave me the worst customer service that I’ve ever experienced as it relates to my diabetes…and maybe that I’ve ever had in life, in general.

I take back every nice thing I had to say about Byram six months ago.

It’s a long, messy story – one that spans half of this year – but I’ll break it down for you.

Basically, I found it in January 2021 that Dexcom would no longer be directly supplying their products to customers. I’d be automatically transferred to Byram Healthcare, a medical equipment distributer. However, I didn’t want to use Byram and called them after I got my first order in the mail a few months later to see if I could 1) return the supplies to them, 2) get a refund for said supplies once they were returned, and 3) cancel my account because I wasn’t going to be using them.

At that time, I was told yes to all three of those things. I got a return label from them so I could mail back the supplies, which I did within days of making that phone call to customer support. That way back in early May.

Imagine my surprise when I started receiving bills from Byram in June that stated I owed them $263 for those same Dexcom supplies that I had mailed back and was told I wouldn’t have to pay for because I never used them – I never even opened the original box!

So of course I contacted Byram. I was told to ignore the bill, that a note would be made on my account (mind you, the account that I’d closed) that I didn’t owe any money. Sounds like it was simple and easy to take care of, right? Oh, so very wrong. I received at least two more bills in the mail from them (which immediately reignited my anger both times). Naturally, I called on both of those occasions and was assured TWO MORE TIMES that I didn’t owe money and that I should ignore those bills because they were being automatically generated by their billing system, which was being falsely triggered because my mailed-back supplies weren’t checked in at the warehouse yet.

Stupidly, I believed them and assumed that the whole nightmare was over when the bills stopped coming in the mail…but everything changed the day that I got the collection notice.

Yup, that’s right – Byram had a collection agency COMING AFTER ME because according to them, I had failed to pay the $263 bill THAT I NEVER OWED IN THE FIRST PLACE. The moment I read that notice, I felt pure rage roiling in my core. I couldn’t believe my eyes. I thought this whole saga ended months ago! Now I’d have to use time I didn’t have – because it was a workday afternoon and I was trying to get real-life stuff done before the weekend – to sort this mess out.

I was beyond upset. Life with diabetes is hard enough, but throw this BS into it and it’s just not fair that getting my regular 90-day supply of a key component of my diabetes toolkit turned into something so stressful and potentially expensive. I was determined to get answers and get reassurance once and for all that they were in the wrong here, not me.

I was able to look up the USPS tracking number for the mailed-back supplies which turned into the proof I needed for both Byram and their collections agency that I had, indeed, done my end of the bargain this past May. When I finally got into contact with their billing department after nearly 30 minutes of being on hold (oh, and after a first attempt to call them during which I “held my place in line” using that option on the service line, only to never get a damn phone call back), I heard the lamest excuse for the whole thing about how they’d recently switched warehouses for this sort of thing, which explained why the billing system wasn’t registering my returned order…

…how do you think I reacted to that news? Like that’s MY fault for their company’s obvious disorganization!?

Needless to say, I didn’t care about excuses, I just wanted assurance that this whole nightmare would go away as soon as possible and they’d do everything possible to accomplish that…which I received in a short amount of time after speaking with the customer service rep.

So yeah, to say that I am displeased and untrusting of Byram Healthcare is a bit of an understatement. I thought it was important to share this story here on Hugging the Cactus not because I want to damage this company’s reputation, but because I want to help anyone else with diabetes who gets Dexcom supplies to avoid going through anything similar. Take my experience as a reminder to advocate for yourself and always hold onto records and receipts from your supply distributors…

…because you never know when you might need them to defend yourself.

Sensor Snapping by the Seashore

Sensor snapping by the seashore…try saying that five times fast.

The past several weeks have been so busy that I completely forgot about an incident that occurred when I was away on vacation in July.

An incident that I’d never experienced in my decade of using Dexcom CGMs…

It was the second-to-last day of my trip. I was blissfully soaking up the sun’s rays – it was by far the best beach day of my entire week in Maine. That meant that the sun was strong that day…so strong that I was basically applying sunscreen every hour, on the hour, because I am as pale as Casper the friendly ghost.

During one of my sunscreen applications, I noticed that the Dexcom sensor on the back of my arm was looking a little off. I mean that literally – the transmitter seemed like it was jutting out at a weird angle. Upon further inspection, I realized that the grayish-purple prong that helps keep the transmitter in place was hanging on by a thread. I was pretty surprised to make that discovery, for a few reasons: 1) I didn’t know that could happen, 2) the sensor was only about 24 hours old and nothing went awry during the application process, and 3) I couldn’t remember bumping into anything that would’ve caused a plastic piece to break off my sensor. But the most surprising part was that it was enough to cause my sensor to stop collecting readings altogether – I was getting an error message on my Dexcom app.

My broken sensor prongs and me, sitting on the beach.

I didn’t know what to do other than carefully break the prongs off all the way – they weren’t going to do me any good now – and gingerly press my transmitter down into my sensor for several minutes to see if that did anything…and no dice. I resorted to plan B, which was to wait until I got back to the house I was staying at to do some more research into the matter.

Unfortunately, the internet had nothing helpful to offer me. I was somewhat relieved to know that this has happened to other people, but definitely bummed to learn that there wasn’t a real solution other than to apply a new sensor – which wasn’t an option for me since I had only packed the one sensor for my trip. Whoops. So much for me being the diligent, prepared T1D that I thought I was.

Ultimately, I decided to rip the sensor off and deal with finger stick checks for the rest of my trip; after all, I was going to be returning home the next day. I look at the whole incident as yet another example of why it’s important to pack extras of my extras, and as a reminder to expect the unexpected in life with diabetes!

The 1 A.M. Cupcake

Zzzzz…huh? What’s that? I was sleeping so deeply…

Oh, I’m low.

Dazed, I roll out of bed and suddenly become aware of how hot I am. Beads of sweat are rolling down my back, making my pajamas stick to my skin. I look at the number on my Dexcom – there isn’t one.

It just says LOW.

I grow more alert and turn to my test kit to do a fingerstick check and verify my Dexcom reading. My meter says that I’m 44.

And suddenly, I’m feeling that low. I need sugar, stat. I could open the bottle of glucose tabs conveniently perched on my nightstand, chew 5 or 6, and then get settled into bed and fall back asleep relatively quickly. But the desire to get downstairs and eat the contents of my kitchen strikes, even though it’s 1 A.M. and eating too much at this time of night wouldn’t be good for either my blood sugar or my sleep hygiene.

Ignoring my more rational side (as well as my glucose tabs), I grab my phone, my meter, my PDM, and my bathrobe and stumble down the stairs in the dark. I turn on the ceiling fan in my living room in a desperate attempt to cool down faster before I walk into the kitchen.

My eyes fall on a cupcake sitting innocently on the counter.

This isn’t a picture from this particular incident – nobody wants to see me when I’m this low – but this is one of the cupcakes that I’d made. Violet always wants me to share.

I don’t think twice – I tear the wrapper off and three bites later, it’s gone.

I collapse on the couch, directly under my ceiling fan. I am a sweaty mess. This low is hitting me hard. I put the TV on in a futile attempt to distract myself while I wait for the cupcake to kick in, but instead of paying attention to what’s on the screen, all I can feel is gross for choosing to eat a damn cupcake at 1 in the morning instead of doing the “right” thing and treating my low from the comfort of my bed with glucose tabs.

20 minutes later, I start to feel chilly. I’m no longer perspiring and I feel all of my low symptoms subside. I’m better, so it’s time to head back upstairs and try to fall back asleep.

I toss and turn for a bit, cursing diabetes and its middle-of-the-night low blood sugar curveballs, and the stupid 1 A.M. cupcake that my diabetes somehow convinced me to eat to treat a low instead of waiting to have it at a time that I could actually enjoy it.

Diabetes strikes again, I think as I drift back to sleep.

80 Days Later…

80 days.

That’s how long it took for me to receive the letter from my health insurance company notifying me (at long last) that the pre-authorization for my Dexcom supplies came through – and more importantly, was approved.

Those 80 days were fraught with anxious thoughts. On a daily basis, I wondered…

When would I get my next Dexcom order? Answer: Almost three full months after I started my new job and switched health insurance.

Would I even still be able to use Dexcom under my new health plan? Answer: Yes, although I wasn’t sure for a long time seeing as I didn’t find out until recently that I needed a prior authorization in order to get Dexcom coverage.

Why was it taking so long? Answer: It took so long partly because this stuff can be time-consuming. I work full-time, maintain a home, care for my dog, and juggle a jam-packed social calendar…and don’t often have the bandwidth to be waiting on hold with my doctor’s office, my health insurance provider, and my Dexcom supplier. I was counting on all three of the aforementioned parties to do a little more of the heavy lifting for me when I should’ve depended on myself alone to make sure I got my supplies as quickly as possible.

What was I doing wrong? Answer: Honestly, even though I sound like I’m shouldering most of the responsibility in the latter paragraph, I don’t think it’s fair to pin this all on me. Sure, I could’ve and should’ve hustled harder to get my Dexcom supplies, but I put trust in a system that I already knew is fundamentally broken. Health insurance can be ridiculous complicated to understand and contend with. I’d never needed a prior authorization for anything before, so that concept was new to me. Throw a new health plan that I had zero familiarity with into the mix and I was bound to encounter some bumps in the road to get my supplies.

I was so excited to get this letter in the mail that I took a damn picture with it.

That’s why I almost cried tears of relief and joy when I finally got the letter from my insurance company that informed me my Dexcom supplies were approved. The waiting period was over. 80 days of fretting over whether or not I’d have access to a tool that has revolutionized my diabetes care and management was absolute agony. That period of time also represented the first time I was truly worried over whether or not I could continue with the diabetes regimen that works for me. I was trying to remember the days before my Dexcom, the days that I had finger pricks and finger pricks alone to base my diabetes decisions on.

I could scarcely remember those days. And the fact that they could’ve become my new reality if I didn’t figure out the Dexcom situation frightened me.

I feel very fortunate that I was eventually able to successfully place an order for my Dexcom supplies under my new health plan, but I also feel rage that the system made it so difficult, as well as utter heartbreak for those who don’t have choice when it comes to diabetes supplies or even access to life-altering (and life-saving) medications.

I’ve said it before and I’ll say it again…our healthcare system is broken. Choice and access matter.

They matter most of all when lives depend on it.

A Diabetes Waiting Game

I am smack-dab-in-the-middle of a very long, very annoying diabetes waiting game.

I’ve waited for my Dexcom sensors and transmitter refill for two months now.

I’ve waited to transition to the OmniPod DASH system for a few weeks now.

I’m very glad, and fortunate, that this waiting game does not apply to the most crucial of my diabetes supplies, which is of course my insulin.

But I’m still tired of waiting.

I don’t mind it as much for the OmniPod DASH; after all, I’d rather use up my remaining pods before diving right into full-time use of the new system.

But the Dexcom sensors and transmitter? That wait has been borderline ridiculous.

I may have to wait to use my new DASH pods, but at least I have ’em here when I’m ready to put them in action.

To sum it up, the wait is due to a series of miscommunications between me, my doctor’s office, my health insurance provider, and my DME (durable medical equipment) provider. And it sucks, because just like anyone else who has diabetes, works full-time, manages a household, and has a social life, I’m doing everything I can to address the matter when I have the time and mental bandwidth to do so, but still blame myself for not getting my prescriptions sooner.

It sucks that I feel failed by the healthcare system.

And again, I find myself feeling grateful that this is my first time experiencing anything like this in 23ish years of life with diabetes. But what’s opened my eyes is that this is a reality for some people with diabetes all the time. That doesn’t just suck – it’s unacceptable.

When will we stop having obstacles block the paths to getting essential, life-saving medications and equipment?

Trying to Outwalk a Low Blood Sugar

I was a mile into my regular morning walk when the beeps started.

Dammit.

The beeps were coming from my Dexcom app on my phone and they were alerting me to a low blood sugar. Rather than correcting the low, though, or even opening up the app to dismiss the alarm, I just kept walking.

Outwalk the low blood sugar, Molly.

Outwalking a low blood sugar is easier said than done.

I really couldn’t understand why my blood sugar was low in the first place considering that I had no food in my system or insulin on board (other than my standard basal rate). Fasting workouts tend to virtually guarantee stable blood sugars for me, which is wonderful because otherwise exercise tends to make me crash. But what was different about this morning? I was utterly befuddled. My Dexcom alarm chimed a second time.

Outwalk the low blood sugar, Molly.

Even more confusing was my complete and utter determination to not treat the low blood sugar until I got home. I had glucose tablets on me, so it’s not like it was a matter of lacking a treatment. Rather, I think I was more focused on maintaining my fasted state for as long as possible, since I almost always do an exercise circuit (weight lifting, cardio training, HIIT intervals, etc.) when I return home from my morning walks. My low alarm rang a third time, just as loudly as it had before.

Outwalk the low blood sugar. You’re only 15 minutes from home.

I was deaf to my Dexcom’s persistent alarms for the next 15 minutes as I somewhat floundered down the road home, letting my impatient puppy tug me along. It’s almost like she knew that I was low and was trying to hurry me home, and I was 100% okay with that because my brain was starting to get fuzzy.

Outwalk the low blood sugar…

At long last, nearly half an hour after my first low alarm sounded, I was crossing the threshold of my front door and fishing my phone from my bag. I tapped through my notifications and cleared the low alert, noting that I was 66 mg/dL and definitely needed to eat something before continuing on with my morning routine. I sighed, set my sight on the kitchen (where a low blood sugar food stash awaited me), and resigned myself to the fact that I couldn’t outwalk the low blood sugar this time.

Ask Yourself These 6 Questions Before Trying New Diabetes Technology

This blog post was originally published on Hugging the Cactus on May 13, 2020. I’m sharing it again today because I think it’s super important to weigh the answers to these questions before deciding to try new diabetes technology. This is coming from someone who waited 17 years before she tried her first insulin pump, and even though it has had an enormously positive influence on my life and sometimes I wish I’d tried it sooner, I’m ultimately glad that I waited that long! Read on for more details…

So you want to try your first continuous glucose monitor. Or maybe you’re ready to leave behind multiple daily injections and switch to insulin pump therapy. Whichever diabetes device you’re looking to start using, there are some questions you’ll probably want to have answers to before decide that now’s the time to introduce new diabetes technology into your daily routine.

The following is a compilation of the questions that I thought long and hard about (literally for years) and that I wish I’d thought long and hard about before I made the transition to the OmniPod insulin pump.

1. Am I ready for it? It took me 17 years before I decided that I was ready to try an insulin pump. 17 freakin’ years!!! I spent most of that time being too afraid of introducing such a drastic change to a routine I’d had down pat for such a long period of my life. There are times when I wish I’d gone onto my insulin pump sooner, but ultimately, I’m glad that I wasn’t swayed by my family or doctors to go on it before I truly felt ready. By the time I started using my OmniPod, I had the maturity, responsibility, and emotional intelligence that I felt that I needed for an insulin pump.

2. Will I be able to afford it? Obviously, this isn’t a question that I wondered about when I was younger, but it’s one of the first things that comes to mind as an adult on her own health care plan. We all know that diabetes supplies are expensive, and it seems that the more technologically advanced something is, the more money that has to be forked over in order to obtain it. This isn’t right or fair, but it’s a simple truth and an important one to think about before choosing one pump or continuous glucose monitor over another.

3. Why do I want to start using it? I wanted to start using my OmniPod because my mom experienced great success when she started using it. And I decided to get a Dexcom CGM because I fell in love with the technology after undergoing a trial period with my endocrinologist. In both situations, I felt very much in control of my decision to start using these devices and I didn’t really listen to anyone else’s opinions. But I am very aware of the fact that social media and real-life friendships with other people with diabetes can often sway people in different directions. After all, if I saw a post on Instagram from a dia-influencer who was singing the praises of a Tandem T:slim pump, then I might seriously start thinking about switching to it (this has actually happened to me). But the bottom line is to think about the why – will this device enhance quality of life for me? Will diabetes be easier to manage with it? Will it help me achieve my A1c and/or blood sugar goals? Do I need to add something new to my routine because I’m feeling burnt out by doing things the same way all the time? Knowing why I wanted to use an OmniPod or a Dexcom CGM made me feel that much better during the whole process of learning how to use them – I felt like I had clear goals that would help me navigate the integration of these new technologies into my daily routine.

Did you know that Insulet/OmniPod has demo pods that you can wear? They don’t hold insulin or deploy a cannula, but they can give you a good sense of what it’s like to wear a pod on a daily basis!

4. Will I be comfortable wearing it 24/7? This is a big one! Pods, pumps, and CGMs are very visible, and it can be jarring to go from being “naked” to having bumps and lumps underneath clothes that can get caught on doorknobs, chairs, and the like. Personally, the benefits of my OmniPod and Dexcom outweigh something like this which is a bit superficial, but that doesn’t mean it’s not something to think about. But it’s also worth thinking about comfort and what is least painful when it comes to insulin delivery, so that’s why this is an important question to ask.

5. Do I know anyone else using it who can provide feedback from a patient’s perspective? I’ve talked about this before, but I’m not sure when, if ever, I would have seriously considered using the OmniPod if my mother hadn’t tried it first. The fact that we both have diabetes has probably made us a little closer and strengthened our bond, so if there’s anyone’s opinion that I’m going to trust when it comes to something like this, then it’s hers. I can actually remember her first few weeks on the OmniPod – in which she learned a lot of valuable lessons – and how pleased she was with it once a few months with it elapsed. She taught me the ins and outs of the OmniPod when started to use it, and I’d argue that her advice was more helpful than that of my diabetes educator. So I’d advocate gathering opinions from family and friends (if either is applicable) or the diabetes online community before going on a new diabetes device, in addition to the research component below…

6. Have I done enough research on it? …Like any smart shopper, it’s crucial to really consider all options and research them thoroughly, especially when it comes to the top contender. I definitely did not complete sufficient research before going onto the OmniPod or Dexcom; rather, I trusted that they were just right for me. If I were to switch to something else tomorrow, though, you can bet that’d I’d spend a lot of time scouring the web for every last bit of information on the device so I could make the most informed decision possible.

New diabetes technology can be both scary and exciting. But more than anything else, it can really make life with diabetes much more carefree, and I’m glad that in this day and age there are so many options available to people with diabetes that continue to be technologically impressive

Diabetes in the Wild: Caught-Off-Guard Edition

“Diabetes in the wild” is a phrase I first learned about several years ago from, of course, the diabetes online community.

The phrase refers to those moments when you’re out in public and suddenly, randomly, you happen to spy another person with diabetes. Perhaps their pump site gives them away, or maybe they’re doing a fingerstick check. The person could have a diabetes tattoo, or they might be doing an injection. Whatever the scenario may be, these moments can be kind of exciting because they often trigger me to think, hey, there’s someone just like me right over there – it’s like that instant knowing that this person knows better than anyone else what daily life with diabetes is like that results in an inexplicable comfort, that feeling of realizing you’re never alone. And it’s truly a powerful feeling.

More often than not, these diabetes in the wild moments also come with some level of interaction with the other person. Maybe I’ll toss a compliment their way (nice Omnipod!) or the other person might ask me a question about my diabetes devices, because they’re curious about them and considering whether or not they should try it. These interactions are almost always super polite and the awkwardness is minimal…

…but naturally, there are times when diabetes in the wild moments are not so nice and just plain weird.

Here’s the story behind my most recent, bizarre, and mildly uncomfortable diabetes in the wild experience.

This particular diabetes in the wild incident made me feel like an ogled animal at the zoo…not a pleasant feeling.

I was at the grocery store on my lunch break, taking great care to somewhat hustle up and down the aisles because I had a short window of time in which to complete my shopping. The store was pretty empty and for the most part, I was able to go from aisle to aisle without bumping into other people.

Until John and Jane (not their real names, I actually have no clue what their names are) appeared.

John and Jane were what I like to call…spatially unaware. They had zero regard for my personal space and apparently, no manners, which I deduced from the fact that I had to move my cart and my body so close to the shelves of one aisle that I was practically touching the shelves in order to make way for them as they trod down the aisle in a wide berth as opposed to walking down single-file (like I would’ve done had I been with another person).

I was mildly annoyed, but it definitely wasn’t a big deal. I continued shopping and was dimly aware of the fact that John and Jane were going down a haphazard path, ignoring the arrows on the floors of the grocery store that indicated how to navigate up and down the aisles.

As I made my way to the next aisle, I realized that they were approaching me again, and even though we were the only three people in the aisle, they got extremely close. This time I was absolutely annoyed. I couldn’t understand why they felt the need to encroach on my personal bubble like that, but it got worse when I heard Jane say to John, directly behind my back, “Look, that’s a Dexcom like Stevie wears.”

I could feel my cheeks redden as two pairs of eyes ogled at the Dexcom sensor that I was wearing on my arm. I froze, wondering if I should acknowledge the comment, but before I could do so they were both wandering away.

The incident left me confused and a little angry. I couldn’t understand why they felt the need to discuss my Dexcom right within earshot of me – really, they literally talked behind my back. They could’ve waited until they were further away from me to talk about it if they wanted to, when I couldn’t overhear them and feel uncomfortable by the whole exchange, which left me feeling like I was a caged animal at the zoo. I can’t remember a time when people had so openly stared at my Dexcom like that, and it’s a weird feeling…and it’s one thing to stare, and a whole separate issue to comment on it without addressing me directly.

I don’t know, maybe I was being overly sensitive about the whole thing, but I can’t help how it made me feel. It would’ve been a much different story had they maybe talked to me about it – I can imagine spending a couple minutes talking with them about their little Stevie and ending the exchange by telling them to take care or sharing some other pleasantry. Who knows how it could’ve been different. But one thing it taught me is that diabetes in the wild moments, as fun as they can be for me, they can also be not so great for others. I’d hate to think that I ever made anyone else feel awkward or strange about their diabetes because I called them out on it.

I think that context is key when it comes to experiencing diabetes in the wild…sometimes it’ll be totally appropriate to talk about it in public, other times not so much. We all just have to be a little more careful about determining the right contexts.

CGM Sensor Adhesive: Not as Sticky as It Used to Be

I’ve had four CGM sensors fall off in the last six weeks or so.

Four! And they’ve all been in different locations, too – both the left and the right sides of my thighs and my stomach. I’ve worn overlay patches – at times multiple – to help keep them on, and I’ve still dealt with adhesive that just doesn’t want to lay flat against my skin.

What gives? I can’t recall a time in which I’ve had worse luck with my CGM sensors staying stuck.

I’ve gone through quite a few overlay patches in the last few weeks in an attempt to get my CGM sensors to stay stuck on my skin…with mixed success.

Normally, I’d blame it on weather, but it hasn’t exactly been warm here in New England yet. Temps have mainly stayed in the 50s and 60s, so it’s not like I can pinpoint the problem on heat.

The only silver lining in this scenario is that Dexcom does have a nice replacement program. They make it really easy to submit a patient support request online that goes straight to Dexcom support for processing. Filling this form out takes me no more than five minutes and by doing so, I’ve received a replacement sensor for each one that’s fallen off in the last month and a half. And while I was starting to worry that I was submitting too many requests, Dexcom hasn’t further inquired me on the matter yet, so I feel a little better knowing that I can count on them to give me replacements for sensors that won’t stay stuck.

Until the adhesive improves, though, it looks like I’m stuck wearing at least two or more overlay patches on my sensors to ensure their 10-day lifespans.

I guess they just don’t make ’em like they used to…

Byram Healthcare: A Company That Provides Quality Customer Service

Update, 10/10/21 – I wish I didn’t have to make this update, but I had quite possibly the WORST possible customer service experience with this company in the six months since I wrote this post. I’ve got the full scoop here.

Customer service experiences are usually not overly pleasant. They can be time-consuming, frustrating, and at times even unsolvable…but when they’re the opposite of that – quick, easy, and fixable – then that should be shared. So here’s a story about a particularly positive interaction I had regarding the shipment of my Dexcom supplies.

Back in January, I was dismayed to receive a phone call notifying me that Dexcom would no longer directly provide me with my CGM supplies. My account was going to be automatically transferred to a medical supply company that I’d never heard of called Byram.

I was unhappy about this because it was just so easy to order my supplies every 90 days or so from Dexcom, and I was reluctant to switch to a company that was totally foreign to me. So I asked the Dexcom customer support person who called to tell me this news if it would be possible for me to use Express Scripts to get my supplies. I already use Express Scripts for my insulin and a few other non-diabetes-related medications, so I figured I could try to get as many of my medications as possible through one provider for the sake of keeping it simple.

And I discovered that yes, I could get my Dexcom supplies from Express Scripts. Yay! A few weeks later, my sensors and transmitters arrived in the mail, and I soon forgot all about my near-experience with Byram…

…That is, until late April.

Byram gets top marks from me.

I was startled to see an email from Byram arrive in my inbox, thanking me for my order. What order?! The email also listed account information that I never set up, so I was immediately upset and under the assumption that I was going to have to jump through all sorts of hoops just to get this order cancelled and the account shut down.

Except that’s not what happened. In reality, all it took was an 8-minute phone call and a very pleasant exchange with a customer service provider.

When I first got on the phone with the Byram rep, I’m sure she could tell from my tone that I was stressed about the situation, so she assured me that it would be taken care of right away. I was skeptical, but remained on the line when she put me on hold so she could look into the issue further. Much to my surprise and delight, she rejoined the call moments later, telling me that I would have a shipping label emailed to me so I could return the supplies and that she would start the process of closing my account right then and there. No further questions asked, no additional information needed from me – that’s how quickly and easily she set about taking care of my issue.

I spent the last minute or so of our phone call thanking her profusely for her efficiency, and this time I could tell by her tone that she was really grateful for my compliments regarding her customer service. She wrapped up the call by telling me that if I ever decided to use Byram again in the future, it wouldn’t be a problem to re-establish my account. My response? I told her that my experience with her and the company over this error was so positive that I really will consider transferring to them if I ever become dissatisfied with my current provider: This representative left such a good impression that I actually meant it when I said it.

Life with diabetes is hard enough. Unfortunately, getting necessary medical equipment to help manage it can make it even harder. So when something like this happens, I take comfort in knowing that not every customer service interaction will feel like getting a tooth pulled. Shout-out to Byram for restoring my faith in that and demonstrating that they deliver on their promise to” deliver convenience, affordability, and choice, working every day to ensure you have the best care experience and simplify the complexities of healthcare reimbursement and insurance.”

Double thumbs-up from me.