Tandem Diabetes Care wants to change how we think approximately upgrading to the latest and greatest diabetes technology, victimisation a role model more like that of smartphones and mobile apps, where customers just download new software when ready, and only trade in the actual physical devices all few years when contracts run out.

The California companionship that makes the touchscreen t:slim insulin pump is nonindustrial what it calls "Project Odyssey," and while it's not ready for prime-time thus far, this long-term visual sensation has recently become a hot topic among the Diabetes Community of interests as questions arise about next upgrades. In its February 2015 lucre call where Odyssey was first gear mentioned, Tandem CEO Kim Blickenstaff said this:

"Odyssey is our proprietary PC and Mac compatible web supported system that is being developed to allow users to update their pump software at family related to the smartphones. Initially, Odyssey may allow users with an opportunity to update the version of their pump software system which would allow US to continue to heighten our customer's experience with our products.

"Longer term, I have a broader imagination for this technology in which [Tandem] can offer a next-generation universal ticker program. And through Odyssey, our customer and their healthcare provider will help the flexibility to select the almost proper software based on the person's evolving necessarily throughout their four-class pump cycle."

Then during its April 30 earnings call, the Tandem CEO responded to a question about upgrade programs past bad much saying: "No plans to offer upgrades to the t:slim G4, once it's authorized."

Whoa!

This is big, given that the integrated t:slim G4 pump with shapely-in Dexcom G4 is under critique by Food and Drug Administration and expected to be sanctioned within the coming months. This product is essentially Tandem's version of the new Animas Vibration — a slimly upgraded interpretation of the pump shape, with built-in engineering science allowing it to display data from the Dexcom G4, without any pauperization for a CGM receiver.

We reached bent on Tandem immediately to ask for more clarification and detail, and were told that wasn't a mistake — the company is non provision any upgrade offers to existing customers, like the formerinsulin pump and CGM companies do!

The reason: this still-in-development "Odyssey" platform, which Tandem plans to submit for FDA inspection away year's end. The approximation is that you wouldn't necessitate to trade in your pump each clock time new features like "repeal correction" or upgraded screen views are available — rather, you could just download the software package to add that functionality to the unit you already own, soft of like Dexcom did recently with its algorithmic program upgrade for better accuracy.

This no-upgrade issue is really already in play for Tandem bicycle, as the new t:slim features the party announced in mid-April — including a bunch of cool off software additions suchlike reverse correction and a desex that cuts downwards the clip it takes to meet the pump tube — are built into the t:slim pumps going out to new customers. But the rub is that existing customers don't have access to those latest features until no. Instead they have to wait until the Food and Drug Administration gives the OK for this new remote update alternative.

This goes beyond conscionable software package updates, though, and it's really a long-range vision (an odyssey, if you will)… that ties in with Tandem's plan to develop a universal device platform in which, victimization Odyssey, customers could pick and choose what features they want or don't want — everything from the fashionable software, to possible CGM integration and even future closed loop functions for automated insulin if the effective twist hardware allows for that.

And that's where it gets messy…

Where existing customers fit into this "odyssey" remains unclear. It seems evening within Tandem's ranks there ISN't a elucidate sense A to what the gameplan will be. Will current t:slim customers be able to get the newest integrated G4 ticker erst it's approved and launched later this year? Or volition they be out of luck, unscheduled to wait despite earlier gross revenue assurances that upgrades would be possible?

True like a sho, it's anyone's guess.

Unfortunately, current t:slim users and those who've late considered buying a new touch screen pump enounce they've been told by sales reps and customer service that upgrade offers would be possible once the G4 combo is sanctioned. We were unable to get a response on that from Tandem, as to when the "no elevate" stance was instituted or why that wasn't communicated directly to customers.

And just in the past single days, Tandem has modified its response to say IT will evaluate customer needs once for each one current product is approved rather than adopting a "one-size up-fits-entirely" approach path up battlefront. To glucinium clear-cut: that's whole Very well in our legal opinion if no final decisions have been made, but we have to wonder why that wasn't antitrust said at the set out instead of this hard-telephone line "no upgrade offers" for existing customers.

Tandem spokesman Steve Sabicer offered a response outlining their vision, piece not precisely providing specific answers to the questions above:

"As a young company without different business units, In tandem had to make a decision on how to best manage the stage business for the long-condition benefits of ongoing and incoming customers. Rather than invest in replacement pumps that are soundless providing their needed therapy, the company would devote clip and resources to creating longer-term solutions that could commute the industry for the better," atomic number 2 said.

"Regarding additional upgrade questions as they connect to unapproved products, we get it on we experience some frustrated customers right now, and it is difficult for us to provide a single response that will address everyone's frustrations instantly," Sabicer added. "But, we are listening and we do understand."

Wait… so won't close to expected customers just decide to hold back ordering a t:slim until the G4 combo is approved and launched? Atomic number 3 noted, FDA blessing is expected in the last half of this twelvemonth, and Bicycle-built-for-two says IT would be able to found that integrated device inside 30 days of getting the FDA nod.

The company doesn't seem worried about hold-overs, or even losing business from those unhappy about this apparently-new policy.

Example-in-point: I in reality phoned in earlier this week to the general client baseline at Tandem, interrogative what my options were if I was interested in a t:slim but wanted the G4 variant. The rep told me: No plans for any upgrades at this clock, so IT would glucinium best to lap support once the t:slim G4 is actually available.

Healthy, this is sure enough unique, since the other heart and CGM companies do offer upgrade options for existing customers that includes both hardware and software.

Just how disappointing this wish beryllium for some in Diabetes Community remains to be seen. We can't ignore the fact that some current t:slim users are astir in implements of war, and there's evening discuss starting a orison online to have Tandem to change its mind on this. We hope they really are listening, and are competent to clearly communicate the benefits of Project Odyssey to customers while likewise staying true to those WHO've already invested in In tandem's technology.

What do you whol think back?