I just wanted to let everybody know what my discussion with Dexcom’s customer support went like at 9am this morning, after being on hold last night from 10:30pm until 11:15 pm. In the past, when I had a sensor failure, or even repeated sensor errors, I would call them, answer all the same questions and they would automatically replace the bad sensor. This morning, I spoke to a young man who told me he was a “customer success representative” and after a 45 minute (!) phone conversation with him I gleaned the following information. It seems they are trying to stop the automatic replacement of sensors whenever you call in. I was always surprised that they were so easy-going with their replacements, but I guess they finally caught onto the fact that they were sending out too many “free” sensors to people who experienced problems with sensors that did not last 10 days. Instead of the usual questions “Did you take acetaminophen products?” “Where were you wearing it”, etc., I got an in-depth interview not only teaching me how a sensor worked (as if I didn’t already know about interstitial fluid) but also asking me to tell them how Dexcom monitors have helped control my diabetes and what complaints I had about it. (I was more than glad to answer that one!) To make a long story short, this new “customer success” team has been working to educate us regarding how to properly use their product and are no longer sending replacement sensors automatically when one fails to last 10 days. In a moment of complete honesty, he even confided to me that they market the monitor as lasting 10-days per session, but that in MANY cases, the sensor only lasts 7 or 8 days, depending on the person. When I asked if they were going to send me a replacemnt sensor, he kept repeating that they are all about keeping their customers safe, but it comes down to how many times you’ve called in the past (I came up on his computer as someone with A LOT of failures) and how many sensors you have left in your supply. He assured me that they would always make sure that a customer had enough sensors to last them their 30 or 90 days (however your prescription is written), but the days of unlimited replacement sensors seems to be over. I will admit it was a pleasant to speak to someone who knew more about the workings of a sensor than the usual customer service representative, and he gave me a few good tips regarding using my smart phone, but in the end he dissuaded me from calling in every time I had repetitive sensor errors (lasting more than 3 or 4 hours, several times a day) saying it was "up to me if I wanted to be on the phone for 40 minutes every time I needed to replace a sensor that didn’t last 10 days. Not that I would get a replacement now, anyway.
For every 90 days I probably have to call them 1-2 times for a replacement. I have only ever had to remove a sensor for “Sensor Failure” once. But I often remove it for giving me very very inaccurate numbers for a couple days.
Normally in the first 48 hours if it is always off by 50-70 points I call them because at that point its not useful. Also it keeps me up all night alerting for false lows. I even set my night alert to 65 and still get lots of false readings.
Last night I got up 5 times to check my sugar. It was 85-100 all night but the Dexcom was alerting 55,65,70 etc… all night 
If t wasn’t so hard to get them to answer the phone I’d ask for a replacement sensor now. If t was always off by 50-70 I wouldn’t bother with it.
If you use the Tandem t:slim X2 in conjunction with your Dexcom G6, you can use their customer support line to request a replacement sensor at 877-801-6901. I’ve only called Tandem for G6 sensor replacements and never had any problems. Who knows what the wait times there will be but it is a second option.
If I ever need a pump t:slim is what I plan to use.
Just a follow up. I just got off with phone with Dexcom. After about 85 minutes hold I got through and got a replacement sensor.
For me the process was similar to the past. I explained the problem and they offered a replacement. It’s possible I don’t get enough replacements to trigger increased scrutiny.
I always use Dexcom’s callback option from their web page. I used it 6-7 times in Feb and March. Callback times ranged 5 to 45 minutes when I made request anytime between 10 AM and 8 PM.
I was having problems with January’s bad lots of G6 sensors.
Terry Powers
I used there call back system and within 3 hrs someone called me back but by then I had the upgrade issue fixed
My guess is the covid 19 having most workers doing work from home. I was having issues getting through to Tandem which I guess Is logical but given dexcom doing soooo well on stock market and also now FDA approved for inpatient hospital use. They are shipping and training health workers especially given covid even for non diabetics having endocrine effects since it can be monitored from a safe distance.
So less workers, working from home… priority to new patients, professionals and now hospital thing
I’ve always felt these companies put the above first which I understand but we matter too!!
Anyways, I had similar issues with Tandem and disorganization I never had before. Then some random call that was regarding something already addressed. The woman admitted that suddenly working from home has led to these mistakes and miscommunications
I noticed the call backs are extremely delayed by hours if they call back at all!
Initially, I had quite a few problems with sensor errors in the final days of a session. But then they started working the full 10 days, but at times they were not nearly as accurate as I would like. Then, about 2 weeks ago, I had a sensor that would not work at all; the transmitter was convinced no sensor existed. I tried online support, I tried callback, I finally waited on hold for hours until someone answered. I think he was about to send me a replacement sensor when I happened to comment about my Tandem pump. At that point, he abruptly told me I had to go through Tandem. I told him that I do not buy my sensors from Tandem, and therefore they don’t… CLICK! He hung up on me!!
Definitely had similar experience… I was LIVID
Apparently since Dexcom Abd Tandem do with together, they split up types of issues they address but this is not spelled out on the websites the last time I checked
Both can replace sensors but depends on the issue!! Mostly tandem will replace sensors when it comes to CGM pump communication issues.
One thing that rots is THAT rep you unfortunately got… when I bumped into this issue… I was definitely upset especially after being on hold etc for quite awhile… but the rep explained the situation and he called Tandem for me while I was on hold so the transfer would be faster and Easier .
Maybe yours is defective ?
Re my issue of a few days ago with Dex help. I finally got access to the callback number and entered my info. This is Wed. and I never got a callback. However, I put my previous transmitter in and suddenly it told me I had 3 more weeks! Which means, if correct, I can get one restart out of it and do some research on where things went awry with the new one. Now I will look at at whether it had to do with my install … But I have a functioning cgm for now.
However, Dex needs to do something about their helpline. I am not sure it is staffed on weekends at all. Certainly not adequately. And this should be a 24/7 operation. There are plenty of people out of work. Train new people.
I believe they’ve outsourced to India (at least in some things)…(Personally, I HATE when things are outsourced to India, particularly in medical…the problem is they have no frame of reference with regards to our medical system, they are trying to explain things they don’t understand in the first place.)
Another issue is, India did their “hard core” shut down which has resulted in a lot of problems for companies that have services outsourced to India. Walgreen’s Medicare hub’s (for diabetic DME) phone system is out of India. That has been a headache and a half…
It is possible that DexCom is the same.
I have never had any trouble with Dexcom customer service. I believe this is because I am on Medicare. I might be wrong but i sometimes think they don’t want to get on bad side of Medicare.
I am also on Medicare (Dexcom Direct) and have been on Dexcom for the past few years and have not only had great customer service and technical support but never, ever got service from India. I would love to see any proof that any US customer has received Dexcom support from India. In India, that is a different matter. Dexcom after all offers their products and service in 46 different countries around the world. In the US, I have received support from staff in the US, Mexico and the Phillippines, but never from India.
My guess is that if anyone is getting Dexcom support from India, they are getting their Dexcom supplies from a third party and the third party support is in India, not actually Dexcom.
Thank you for your input. I used to have my own rep but then Dexcom outsourced. I usually speak with someone in the Philippines. They are always able to answer questions and fix whatever problem I may have. An aside, my finger tips are looking good since the G6. Only problem is it tends to go off line on my iPhone. Usually comes right back if I turn off Bluetooth and turn right back on. When I read this blog , I realize I am doing ok.
I had to call last week for the first time in 2 years. The call center is in the Philippines . I talked to 2 people after a 1.5 hour wait. They replaced my bad sensor and it was a very simple process. I did read on another message board that the workers in the Philippines have been removed from their families and have to stay in a dorm-style setting so then can keep working through the Covid situation. I could hear the sadness and exhaustion in the woman’s voice. I said a few kind words and she was so appreciative. I guess my point is… we don’t know what other people are experiencing in another country in this crazy time, waiting on hold and being kind is something we just have to do.
Yesterday, the lockdown in Manila and other major portions of the Philippines was extended to May 15th by President Rodrigo Duterte so they still have a ways to go before getting back to families.
I have had issues with Dexcom support, also. Because of the long wait times when calling, I didn’t bother to report a couple sensors that failed after eight or nine days. Probably not smart on my part because on Medicare I can only get sensors from Byram Healthcare at 30 day intervals, not 29 or 28 days. Three sensors for 30 days and that’s it! But then, Byram was slow at sending my order, so I was w/o any sensors for a few days. So, I thought I’d try calling Dexcom at 8 pm last Friday night. I was told I could wait for the next available representative. At 10 pm the call was dropped. I guess there were no available representatives?