This has happened to me about 3 times in the past, so I just want to see if it’s only me that it’s happening to. Here’s the short version: I check Dexcom’s website, because it’s time to reorder, and I haven’t heard from them. I get a response that I am not eligible to order, so I call. The representative tells me that my authorization has expired. They verify my doctor’s name, and then tell me that they have tried to contact her several times, but she has not responded. I start a process that lasts a week or more of verifying with Dexcom what they need and contacting my doctor to get it sent to Dexcom. This last time, I was told to send the certificate of medical necessity. Doctor’s office called and told me it was on the way. Still nothing from Dexcom. I called D again, and was told that the first rep. had told me the wrong thing. They needed chart notes, not CMN. Long story short, they overnighted me one sensor to replace the one I’m wearing, which expires tonight. It was on my porch this morning, but I give Fedex the props for that.
As I said, this has happened more than once, and it’s like the people I talk to are reading from a script that they have memorized. They always call on Friday. If I’m lucky, it’s in the morning, because their reps, in my experience, don’t understand why contacting a client in the eastern time zone at 5:00 on Friday doesn’t get an immediate response from the doctor.
Has anyone else had this experience with Dexcom? My experience with my doctor is that everyone in her office is very responsive. I’d like to figure out a way to keep this last experience from happening again.