Abbott Reviews 2,085

Worst customers service I've received anywhere. Their product failed after only 7 days (supposed to last 14 days), and their phone support tried every excuse under the sun to not replace the product. They have permanently burnt a long term customer from ever using their product again, all for not replacing a defective product.

I really do not understand why this company refuses to work with pharmacies just like every other pharmaceutical company.

Other than that there are 3 main problems that make Abbot just a horrible company.

Waiting time, product quality and maximum order volumes.

For a product that is really important for keeping me alive, waiting times of more than 3 weeks are just not acceptable.

But even if I receive the product after the long time, only 3/4 of the sensors actually work. I just cant believe how often these products just don't work out of the box. Again keeping in mind, that I don't buy these for fun and that they are pretty important for me.

This could be solved by just buying more, but this would not just cost a fortune, but ist straight up not possible since there is a maximum order quantity of 3 (!) sensors.

So all in all I hate everything about this company and most of the problems could be solved just like every company deals with the distribution of pharmaceutical products: via pharmacies which exist because apparently it is impossible to deliver the goods DTC without being terrible at it.

This company will immediately accept payment for a very expensive product but the turnaround for delivery is appalling! On the 6th working day, after not getting any confirmation of delivery, I called and was told that they will raise the issue with the warehouse as urgent and I will get a response in 24hrs. The next day after no response, I called again and was told the same thing. There was no time frame given yet on delivery. Considering that this product is a vital medical requirement for management of blood sugar levels, this long wait is inappropriate and I consider that this company is very blase on their duty of care for the service they provide. The package arrived 2 weeks after I ordered. Terrible, terrible service. Next time I will use Amazon!

Abbott Freestyle Libre has never been supportive of its users....with technical or commercial information. It is like users do not exist. Most pages that are linked are full of promotional information and there is no q and a support. This has been same for many years, even with rollout of new sensor models. For example, they do not provide interoperablilty information for travelers who may need supplies worldwide. Simply bound up by cultural or legal issues, I would change i f I had a choice

I absolutely love the sensor HOWEVER, dispatch times and customer services is absolutely shocking. Considering diabetics need to replace these sensors every 14 days, Abbots (UK SIDE) are a joke with their dispatch times. Trying to speak to customer service, the only answer you get is “shortly” or “patiently wait”… ah, right, I’ll just put my diabetes on hold while you get your dispatch sorted out!! This’ll be my last Libre 2 sensor from here as it just sends my anxiety sky high.

I am Type 1 diabetic since 1993 and started a monthly subscription in March 2021 with Abbott for 2 x sensors ($185/month) at freestylelibre.com.au. I found Libre 1 to be +/- 10-20% inaccurate compared to fingerprick but have tolerated it for the convenience despite the very high cost. In September 2021 I changed to Libre 2 based on Abbott's claim of improved accuracy. To the contrary I have found it 25-50% inaccurate compared to fingerprick. I stopped (removed) a sensor after 2 days in disbelief and applied a new one (waste of $92.50 because it can only be applied once). In equal disbelief, the second unit (currently in use) is just as inaccurate! (another waste of $92.50). This means I will also run out of sensors before the end of the month (each sensor lasts 14 days) and will have to revert to fingerprick (additional cost for test strips $15/box). I check the scans with a fingerprick and compare the data (test strip in Freestyle "Optium Neo" and double checked with test strip in Freestyle "Libre" Reader). For example scan 14.8mmol/L vs fingerprick 9.4, scan 9.1 vs fingerprick 6.3, scan 20.6 vs fingerprick14.1, scan 8.6 vs fingerprick5.6 etc, etc. Abbott's marketing claim does not hold water in my real world experience. I find the data completely unreliable when making critical decisions regarding my insulin dose, which I take 4 times daily (each meal and before bed). With data being 25-50% higher than reality I was overdosing insulin over a two day period before realising the problem, which caused me significant hypos, danger to my health and impact to daily routine activities. I cannot rely on the sensors and Abbott has lost my trust with Libre 2. I would like to know what Abbott is doing to address this problem. Blood sugar is critical data I rely on every hour of every day of my life. In my experience Libre 2 is clearly inadequate and not fit for purpose. I certainly don't want others to experience the confusion, NEGATIVE HEALTH IMPACT, disappointment and expense that I have.

I would a negative zero times infinity if I could!!!!
They do not follow up on the product or monitoring as indicated prior to you receiving the implant surgery. The technician are so unprofessional and liers. At least the technicians that worked in South Atlanta area: Joss, Mark and Emma. They are deplorable to say the least, which I will be addressing with the corporate office on Monday. Beware of this dishonest company!!!!

TERRIBLE. I encourage everyone to start complaining to the FDA. Someone is going to die due to the constant failure rate of these sensors. Here I am without any sensors - why? Because I'm experiencing a fail rate of about 50-70% right now. The replacement they owe me hasn't arrived and my insurance company says its too soon to reorder.

Two times out of about 14 sensors did I actually make the 14 day window - either they fell off the majority of the time, malfunctioned and stopped recording. I am so tired of spending 2-3 hours every Saturday on the phone with customer service. Come on Abbott. If you can't create a product that works, maybe it's time you get out of the business.

Spoke with rep who says they know they have adhesive problems. Well then, make a better adhesive. Said they can't for the skin sensitive people. Well then, offer consumers 2 choices- a high and low stick adhesive sensor.

SOMEONE IS GOING TO DIE. Time to step up Abbott.

service client ZERO , NUL , INCOMPETENT

Freestyle Libre 14 day has been very unreliable and has failed 75% of the time. Used since July and they always replace after calling but if you can not depend on them, free replacements are not helpful. Abbott: Do some work on your product then let all your dissatisfied customers know when you have a better product. The concept is great now just make it work and not just in a lab. Maybe you should see how many replacements you are issuing as a better guage of how good your product is.

I have been using the Freestyle Libre made by Abbott. The device has a VERY HIGH FAIL RATE, and customer service has been very unhelpful. I started using the Libre in May, 2021, and so far have experienced a 70% fail rate. That is, 7 out of 10 have failed! At a cost of almost $40 per device that is very unacceptable! Eventually they did replace 6 of the 7 failed sensors, but not without a lot of effort on my part, including but not limited to making my way through their automated phone service to an actual person. On the 7th failed device I just got tired of putting in so much effort and decided others should know. The device is great, WHEN IT WORKS.

Not changing anything, just making an addition to correct my math. As mentioned, 6 of my sensors were replaced. I have filled and used my Rx 9 times so far, one sensor each fill (just filled again, but have not yet used). So in all, I have used 15 sensors and had 7 fail. So the fail rate is actually only 46.7%. I do love the device, but it is very frustrating when one fails and I get a run-around from Customer Service. I reported the 7th one, was told it would be replaced, but it never was. I contacted Abbott to inquire and they wanted all kinds of information WHICH I HAD ALREADY GIVEN which I could no longer give because when I made the initial report the representative told me I could throw out the defective sensor (usually have to send them in) so, I probably got a representative who didn't know what they were doing.

NEW UPDATE: I just replaced last sensor, which worked fine for the 14 day period. Applied replacement sensor. It bled profusely, hurts horribly, and so far (three reading taken) has an inaccuracy of up to 30 points.

FAIL RATE NOW EQUALS 50%.

THIS IS UNACCEPTABLE!

Well, I think I am going to have to switch from reviews of Abbott Freestyle to a blog... now of #9 failure, out of 17 sensors! This one either just reads "LO" or gives me some ridiculously high number. I am rapidly running out of test strips checking the accuracies (that is INACCURACIES) of this most recent sensor!

Replaced the last sensor, new one FAILED within 2 hours. THIS DEVICE SUCKS and Customer Service sucks as well!!!

I would give no stars if I could. Libre 2 is crap the sensors are always malfunctioning. Then you’ll be without for as long as they take to replace it. 3weeks this time! Two faulty sensors, hours on hold. The rep told me I have no right to complain! I paid for sensors I can’t use, can’t monitor my blood sugar and could die. I feel somewhat entitled to complain.

Very, very, very bad!! Libre 2. Every time the sensor stops working. If you order a new one, send the broken one. Never, never, never feedback or message. The poor girls from the service desk get the complaints all over them. They cry to hear your stories. What kind of employer are you then? Service really a big zero. And then just advertise this product, which is delivered without service and aftercare. Don't fall for it. Very promising but not ready for the market, due to many defects in hardware and software. Not to mention that the sensors cannot be used with the telephone and the Abbott scanner at the same time.

I'm not diabetic, but as developer I do think that the Freestyle libre is a big scam, because.

There is no redundancy despite the fact that's it's possible, the sensor send its serial number and the scan timecode, so there is a possibility to deduplicate the datas if there was grabbed through multiple devices.

With the FSL2 they locked down the possibility to use 3rd party apps to scan the sensor (using cryptography), and the FSL2 DO transmit datas over BLE regulary, there is no hardware limitation to get continuous transmiting (and they do sell an app that get this capability for ppl who workout, not even for diabetics ones, another scam).

Also, after the first initalisation of the device it transmit datas every 15 minuts, and its sent at HH:00, HH:15, HH:30, HH:45, if you do check your glucose between those measurement it will give you a predicted value (smart? not!), it does even simulate that you will higher you BL glucose, enven if you didn't take any carbs without any kind of indications, not even in the manual, right it may help you not panic, but it also may help you to die, and a medical device that can kill you is not a good medical device, ... I do think at least, maybe I'm wrong

Also, if you blood sugar is low for an extented period of time the app will disable your sensor asking your to throw it away, and thus ... buy a new one, because there is no technical support available

The only «pros» that abbot have for them is that the cost is lower and you have to replace the sensor only every 14 days...

But guess what, not wearing a sensor is even less costly and you don't even have to replace a sensor that you don't wear, considering that you regulary have to check the values by fingerstick because the app will tell you to wait 10 minutes before rescaning (you know when you are falling fast in hypoglycemia), then I do guess that using a Freestyle libre is even worse than nothing.

Therefore I do think that diabetics patient must attend a class action against Abbot

Readings are a minimum of 3 full points off of what my blood glucose actually are. I didn’t find this out until I actually got an insulin pump and started poking my finger. I called Abbott’s about the situation and was told to get a different type of CGM(Dexcom). I am still waiting (5 days) for a supervisor to contact me to remedy this situation. If I could give zero stars that is what they would receive. I have also been a diabetic for 54 years and have never had an A1C this high before.

Constant readings too low on 3 sensors and too high on 1 sensor. Alarms that you are low when you are not (57 instead of 120 and then it seems to get sick in the 50s). So if you don't have your test kit with you, especially if you are driving, you're drinking juice come to find out you were not low in the first place. I threw away 1, got replacements for the next 3. Put in another and what do you know, alarming low again. This new sensor as many others is also saying test with kit every single time, so what's the point of CGM if you need to test also. Just skip the sensor and test like I've done for decades successfully. Also, this leads to false readings for your doctor and you too make adjustments and plans. The high readings (275 instead of 125 on realiable finger test) I almost panicked and did a big shot. Thank goodness I didn't our is have gone very, very low.

I am writing this review now as I have nothing else useful that I can do while I am on hold with "customer service". Sensor didn't work after I installed it. Called CS yesterday. Long wait so I requested a call back. Got called back, identified myself, and then waited another 40 minutes until someone from CS got on the line. I spent 30 minutes talking (mostly reviewing my personal data to verify my identity). I finally could not take it any longer and requested to speak with a supervisor. Waited on hold again and eventually found out that she could not contact a supervisor because she was working from home. I requested that when she is able to contact a supervisor, that she have the supervisor call me. Nobody called me back, so I am now going through the SAME THING today. This is truly unbelievable. It's the worst customer service I have ever experienced. And, yes, I am still on hold.

So we are in Spain now. Brought 2 Abbott home tests with us to fly back to the USA. While my experience was smooth, my husband went through nightmare. First the representative online had dogs barking and kids crying in the background, when my husband complained, he was told the line was bad. His jest came out inconclusive, one blue line never turned pink. So they considered test to be invalid, so we had to run around looking for a place to test last minute. Beware! Not all the tests work. But surprisingly enough the line did turn pink in about 20 minutes, we tried again to connect, but were told that results can not be overwritten. The representative by the name Lovely couldn’t even transfer to the supervisor. Either get an extra one with you if travel or test locally. Don’t rely on them!

ABBOT - The worse and most stressful dealings with them. My anixxy when through the roof after my experience with Abbot employees & there so call head supervisor/ manager. Worse experience ever. Don’t buy there products. Use your local chemist 👍

The customer service is absolutely horrific. On hold for over 56 minutes to try to talk to someone about a replacement. The customer service rep was great. The problem is getting to him. I have been on the system for two months and have only had one sensor last the full 14 days. Usually 10-12 days at most but twice now only 4 days. I am pretty easy going and even a little patient, but this is way beyond acceptable. Great product! Great people taking care of you. Just really really difficult getting anyone. Is there not a way of making a submission for replacement on line outside of a third party messenger???