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Awful support communication
The last six months if I had the pump app open in the background, it would kill the pump battery within 24-48 hours. I tried to reach out to support via their online form, and would prefer an email reply for my own reference. They tried calling three times and the phone disconnected every time. On the third call I asked for email and never got one. Second support request, it took a week but I finally got an email back. Meanwhile my pump was dying while I was sleeping with no solution in sight. Found out from a news article there was an app issue with it draining the pump battery rather than Tandem. Then they send an email saying not to update to iOS 18 because they're not ready and I'll lose remote bolus. Still on 17.6.1 and my app says my phone's Bluetooth is off when it's working for all my other devices. This morning X2 said it only had 2 units left in the reservoir. I accidentally went too far through the load menu before swapping reservoirs and it primed with over 10 units left! The fact that you have to prime 10 units every time is also a huge waste from someone trying to be inulin thrifty.Show lessAndrewt.combs
Developer Response
Thank you for letting us know about your experience. If you haven't already done so, please share these details with us directly at TandemCares@TandemDiabetes.com, and we will have our team investigate this further for you. As a reminder, our Software Support team can be reached at (877) 801- 6901, between 6 am to 6 pm (Pacific).Tandem knows
The first version 2.7 was recalled. The fix 2.7.1 did not work for all iOS users. I have been calling Tandem since April 2024 with no results. They have known of this issue since then. They would tell me to remove the app and pair the install with my phone again. I have been doing this for months now. Finally an email comes out stating they know and are working on. What's new. Next pump will be a different vendor. Costumer service terrible.
I have been asked by developer to update my review as the new fix version of the software is available. I did download the 2.8.2 and it work for a week. I was on the middle of a sensor and it continued to work. The I had to replace. I have waited to update because I wanted to make sure it was working and I had tested. Unfortunately another issue arose that they seem to not be able to fix. Every time I have to change sensor I have to unpair phone and then pair it before starting the new sensor. At first the sensors were blamed but turned out to not be them after going through 4. Next was blaming my phones Bluetooth. Sorry. It works fine with all other things it is connected to and when t connect is taken off the table and it is directly connected to phone sensor app no problems. Only when t connect is involved do I have issues.Show lessPabloCam
Developer Response
Thank you for letting us know about your experience, Pablo. If you haven't already done so, please share these details with us directly at TandemCares@TandemDiabetes.com, and we will have our team investigate this further for you. As a reminder, our Software Support team can be reached at (877) 801- 6901, between 6 am to 6 pm (Pacific).At Least Stable
UPDATE 2.8.2: Battery drain and graph update issues were finally addressed. It is unfortunate that it took action from the FDA to make this happen. With that the app is mostly functional as it was before these issues were introduced. However, connections between the app and pump have never been great but are now even more sensitive to distance and orientation to establish a pump connection. There is also most definitely a delay when initiating a bolus compared to previous versions. So, basically a decent app got substantially worse and with this update is at least improving but still not as smooth and reliable as it was at one time.
Previous: Was a great app and general functionality is still most everything I need. However, recently the app constantly has issues displaying a complete graph and allowing you to view past boluses. Restarting my phone or reinstalling the app will fix it for awhile but it always goes back to not working as it should. The biggest issue is that when the app is not functioning properly it causes the pump battery to drain quickly. Like 90% to 45% in 8 hours. Used to be a rock solid app, unfortunately is now very flaky.Show lessMichael F. S.
Developer Response
We appreciate you taking the time to share your experience with us here. If you don't mind providing these details to us at TandemCares@TandemDiabetes.com, we will have a Software Support Specialist follow up with you as soon as they can. If you’d like to contact our team directly, please call (877) 801- 6901, between 6 am to 6 pm (Pacific).