Byram Healthcare: A Company That Provides Quality Customer Service

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.

My Pharmacy Mailed Me a Broken Vial of Insulin. Here’s How I Handled It.

As soon as I opened the package, I knew something was wrong.

The contents of said package were five vials of insulin – my regular 90-day supply. On the surface, nothing seemed wrong. They arrived in their usual styrofoam cooler that was taped shut. After removing the tape, I saw four ice packs next to the plastic packaging containing the insulin vials; again, this was all expected.

When I picked up the plastic package and used scissors to cut it open, though, a pungent odor greeted my nose.

A medicinal, harsh, familiar scent…the smell of insulin.

Upon further investigation, I discovered that one of the five cardboard boxes encasing the vials was totally damp to the touch. Gingerly, I opened it from the bottom flap, which was sticking out slightly due to the wetness. That’s when I saw the shattered insulin vial: Somehow, the bottom part of the vial had broken, spilling and wasting all of its contents.

I wish that smell-o-vision was a thing, because OMG…the smell coming from this was STRONG.

I was shocked. In all my years of diabetes, nothing like this had ever happened to me before!

I didn’t really give my next step a second thought: Immediately, I jumped on the phone with Express Scripts, which is the mail order pharmacy that I use for my insulin and some other medications. I spoke with and explained the issue to a customer service representative, who connected me with a technician that promised a replacement vial would be mailed to me at no additional cost to make up for the broken one. I asked if they needed me to send the broken one back to them, but I was reassured that it wouldn’t be necessary because I had called them so they could document the incident.

My issue was resolved, just like that, in fewer than 15 minutes. While it was annoying to have to take time out of my day to figure that out, I’m very happy that I got a replacement quickly and easily. But really, where was quality control on this one?!

Insulin is expensive, as we all know. And to see that a perfectly good vial full of it was rendered useless due to defective packaging was a major punch to the gut, indeed.

But this reminded me of the importance of being proactive whenever I suspect something is wrong with any of my diabetes supplies…when in doubt, do something about it.

DASHed Hopes

It’s funny how much I’ve changed regarding diabetes and technology in the last decade.

I grew up not wanting to try the latest and greatest devices. I had zero interest in an insulin pump and was very set in my ways of doing multiple daily injections and finger stick pokes.

My (semi-forced) introduction to CGM technology when I was in my teens, though, changed everything for me. And I haven’t looked back since then. Actually, if anything, I’ve become more curious and excited about new technologies because they symbolize greater freedom from the heavy burden of diabetes.

So imagine how PUMPed (hehehe, diabetes humor) to hear about the redesigned OmniPod insulin management system!

This next iteration of OmniPod is known as the DASH system and it’s freaking cool. The clunky PDM has been upgraded to a sleek, touchscreen format and it’s rechargeable (no more AAA batteries). Plus, it comes with a whole host of upgrades and features that make the first generation of OmniPod look totally outdated.

Naturally, I wanted to give the DASH system a SHOT (LOL look at me, I’m on a roll with the puns).

it's not always diabetes' fault (1)
I took this image from the Insulet/OmniPod website so you guys could see how awesome the DASH system looks!

So I called Insulet and asked whether my insurance would cover the new PDM and pods, and how much everything might cost me. I learned that the major difference between how I receive pods now and how I’d receive the new DASH pods (because the DASH pods use Bluetooth, I can’t use my old radio-frequency-enabled pods with the DASH system) is that instead of getting pods directly from Insulet, I’d actually receive them through my mail-order prescription service (Express Scripts). That was fine by me – I get the pods in the mail anyway – but I wanted to know how it’d work in case a DASH pod fails on me. I was reassured by the representative that I’d still call Insulet to receive a replacement, just like I do now.

Okay, good information to know. But I really wanted to know about pricing. So I was connected with an Express Scripts representative, who informed me that the cost for a 3-month supply of DASH pods would be about $50 more than I pay now for my current pods.

I did the math. That’s around $200 more each year that I’d have to pay for my pods. That might not seem like a lot of money, but I pay right around that amount for a 3-month supply of insulin. Hypothetically, let’s say that I become financially strapped in the future, and I have to make the choice between paying for insulin or paying for my pods – when it comes down to it, obviously I’d choose insulin – but I shouldn’t have to make that choice.

So it looks like my hopes to go onto the OmniPod DASH are, well, DASHed (sorry, last bad pun, I swear) for now. I’m a little disappointed, but I’ll keep my fingers crossed that prices are lowered for DASH pods in the near future so I can take advantage of a very nicely designed, high-tech insulin pump system.