Omnipod DASH Pod Warranty Claim Still Missing 5 Replacements

While using a Dexcom G7 sensor, I contacted Medsalus because I also wanted to purchase an Omnipod DASH pod pump. The company sent a sales representative to the hospital where I was staying, and the pump was set up there. During the setup, it was specifically stated that the pump would be covered under warranty in the event of a malfunction. In addition, an employee sent by Medsalus personally installed and activated the Loop app on my phone and told me that the pods could be used for 72 hours plus an additional 8-hour extension. However, despite using the system regularly for approximately three months, I have not been able to use this additional time even once.

I purchased a total of 20 Omnipod DASH pods from Medsalus. Nine of these pods malfunctioned and displayed errors such as “Internal Pod fault code 203 – Unknown fault – Ref: 19-02469-11851-203” and similar error codes. I submitted a warranty claim through WhatsApp, but I was sent only four replacement products. The remaining five defective pods have not been replaced. When I call the company, the representative I speak with cannot provide clear answers to my questions. I am repeatedly told, “I will forward this to my supervisor” and “We will get back to you,” but I never receive any follow-up. I was told that the missing replacements would be sent together with my next pod order, so I placed a new order, but the missing replacement products were still not included.

I have been dealing with this issue since July 9, 2026. Having 9 out of 20 products malfunction is not technically acceptable to me and has also created a significant financial burden. While a 10-pack, which represents approximately one month of use, costs about $313, my monthly cost has increased to approximately $448 because of the defective pods. In addition, during a conversation I had today, I was told that because I use the products with the Loop app, they may not be covered under warranty, which may be why the remaining replacements were not sent. However, the Loop app was installed by an employee specifically sent by Medsalus, and the company itself approved this method of use.

I request that Medsalus urgently send me the five defective Omnipod DASH pods that were stated to be covered under warranty and compensate me for the financial and personal inconvenience I have experienced. If these products will not be covered under warranty and this issue will not be resolved, I want to make it clear that I will never purchase this product again, and I also want anyone considering purchasing it to take my experience into account. My relevant order numbers are 120847, 125105, and 130393.