Q1. What announcement was made today?
A1. Smiths Medical plans to stop manufacturing and selling the Deltec Cozmo® insulin pump, effective March 25, 2009, and manage a well-controlled exit from the Diabetes business over time. The decision was publicly announced on March 25, 2009.
Q2. Does this mean that Smiths Medical is exiting the diabetes business?
A2. Yes, over time. As of March 25, 2009, Smiths Medical announced its plans to stop manufacturing and selling the Deltec Cozmo® insulin pump and begin a controlled exit from the direct-to-consumer business. Smiths Medical will honor all of its warranty obligations to existing pump users and will assist you in making any necessary transitions as simple and seamless as possible. Smiths Medical will continue to manufacture and sell disposable insulin pump cartridges and infusion sets for use by people on pump therapy.
Q3. What does this mean to those of us who use a Deltec Cozmo® insulin pump?
A3. The Deltec Cozmo® insulin pump remains an excellent choice to help you manage your diabetes. In addition, Smiths Medical will honor all of its warranty obligations and support customers for the remainder of the warranty period on your pump. We will provide customer and clinical support for the lifetime of the pump's warranty, and we will ensure the continued availability of cartridges and infusion sets. Finally, we will work with you to make any necessary transitions as simple as possible.
Specifically, the announcement means:
- When your Deltec Cozmo® insulin pump approaches the end of its warranty period, you should consult with your physician and/or health care provider to choose a pump from another manufacturer.
- Regarding cartridges and infusion sets, Smiths Medical will continue to offer Deltec Cozmo® insulin pump cartridges, as well as Cleo® and Comfort® infusion sets for sale throughout the warranty period of the pumps. We know that these products are popular with consumers for their comfort and ease-of-use, and because they can be used with other pumps.
- We will also work with you to transfer your purchases of cartridges and infusion sets to one of the many national and/or regional distributors that stock these items. Click here for a list of U.S. distributors and click here for a list of International distributors. If you are already familiar with a distributor, then you should make contact immediately and start ordering supplies as soon as possible.
- Pump users outside of the United States may continue to purchase disposable cartridges and infusion sets from their local Smiths Medical distributor, a list of which can be found at www.DeltecCozmoUpdate.com.
Q4. What happens if I have a problem with my pump now?
A4. We will provide customer and clinical support for the remainder of the warranty of your pump, and we will ensure the availability of cartridges and infusion sets so that you can continue to use your pump. Finally, we will make any necessary transitions as simple as possible. You will still be able to call the Clinical Services team at 1-800-826-9703 24 hours a day, 7 days a week, and a clinician will be able to assist you. If outside of the United States, then please continue to contact your local supplier.
Q5. Will I still be able to receive a replacement pump if I need it?
A5. Yes, if you are still under warranty and it is determined that a replacement pump is required, you will be shipped a replacement pump.
Q6. Will I still be able to obtain my supplies through Smiths Medical?
A6. You may continue to purchase supplies of Deltec Cozmo® insulin pump cartridges, as well as the Cleo® and Comfort® infusion sets, from Smiths Medical for the time being. However, we will start to work with you to transfer your future purchases to one of the many national and regional distributors that stock these items. A list of Smiths Medical distributors and their contact information can be found by clicking on the List of U.S. Distributors link on this web site. You are welcome to contact a distributor of your choice immediately and to start ordering your supplies. Smiths Medical has nearly 30 direct distributors and additional sub-distribution partners, and we will assist you in the transition to one of these to ensure your consistent supply of products. If you have an existing relationship with one of these distribution partners, you may find it more convenient to utilize them for all your supplies.
If you reside outside the U.S., you can continue to obtain disposable cartridges and infusion sets from your current supplier of our products. There is no need to change.
Q7. I was just trained on my pump. What happens if I need more training?
A7. Smiths Medical is committed to customer service, and will provide you with the training you need to use your pump safely. If you feel you need additional assistance please call 1-800-826-9703 and a clinician will be able to assist you. If outside of the United States, then please continue to contact your local supplier.
Q8. I just heard about this. Why wasn't I notified directly?
A8. Beginning on March 25, 2009, Smiths Medical notified customers, clinicians and distributors via first-class U.S. mail. We apologize for any delay in getting this information to you. We also issued a press release on March 25 informing the public of the decision, and set up a Web site - www.DeltecCozmoUpdate.com - for more information. You can also reach our customer support team at 1-800-826-9703 or call your local distributor if you reside outside the U.S.
Q9. The distributor I would like to use does not carry Deltec Cozmo® insulin pump cartridges, as well as Cleo® and Comfort® infusion sets. What should I do?
A9. Smiths Medical has nearly 30 direct distributors and additional sub-distribution partners, and we will work with you to introduce you to one of these to ensure your consistent supply of products. If you have an existing relationship with one of these distribution partners, you may find it more convenient to utilize them for all your supplies.
If you are outside the U.S., you can continue to obtain disposable cartridges and infusion sets from your current supplier of our products. There is no need to change.
Q10. I am currently on a payment plan for my pump. Will Smiths Medical honor this payment plan?
A10. Yes. If you are currently on a payment plan, continue to make payments to Smiths Medical as normal. We will continue to work with you on customer support and payment/billing questions.
Q11. How can I talk to someone directly?
A11. You can talk directly to our customer support team by calling 1-800-826-9703. We will also update this Web site with further information as it becomes available. If outside of the United States, then please continue to contact your local supplier.
