So I generally don’t do this but after my customer service experience with Dexcom i will never use another CGM. On Tuesday night I tried to re hook up a month old transmitter (G5) because I at one point didn’t have a phone that could handle the app and couldn’t find my receiver. I at first thought the failure was from being still connected to my old iPhone and I called at about 8pm MST and they disconnected it but said that if I got the same message again (Transmitter Not Found) to call them back. 9:00pm rolls around and same message happens. I call them. They run through their trouble shooting and nothing. They overnighted me a new transmitter as I didn’t have another one (time to order actually) and a new sensor. I was told it would be shipped the next day (Wednesday) and I would get it Thursday. Well low and behold I came home to find that they shipped it that night and I got it Wednesday instead. I was so happy as I love my G5 and was lost without it. Thank you Dexcom Customer Service for your greatest service ever. I have always gotten awesome customer service but this was extra special.
Great story and so happy it worked out for you. I’ve always had great experience with Dex CS as well.
I agree 100%! Anytime we have a failed sensor or need some support, their CS is great.
Thanks for telling your story. We need to recognize this good customer service when it happens. It lends more weight to us when we need to complain.
Since I get a new receiver after a year, I hold the older one in reserve for situations like yours. I always feel better when I have a backup transmitter on the shelf, too. I’m happy to read that you’re back in business!
I do the same – and needed one last summer when I lost my receiver just a few weeks after receiving a new one!! I REALLY have to check pockets for holes a lot more carefully, but it was nice to get home and just start up the one I had on the shelf…
BTW, I’ve seen many threads about replacing transmitter batteries, but has anyone ever tried to resurrect an old receiver that probably just needs a new battery??
I self fund my G5 and supplies and agree that customer service and tech support at Dexcom are excellent. The other side of the story (for me) is a lack of resources/support in my ongoing appeal (8 months so far) with my insurance company trying to get coverage. Between Dexcom and Edgepark, there is a lot of “passing the buck” back to me and my endo as these appeals drag on.
I am hoping Dexcom someday develops a package of clinical studies, etc. or a service to help patients submit and process coverage appeals. If they acted like a clearinghouse for various ins. company medical policies, how to present BG data and etc. to convince the insurance companies that a patient meets that medical policy criteria, it would be a huge benefit to many of us. After all, they are the experts. Is there any regulatory/FDA reason they can’t do this?
John, having filled out an unsuccessful insurance appeal myself, I feel your pain. As I was creating my appeal, I asked Dexcom to help by providing me with a current list of publications to help add some power to my appeal. At the time, I was surprised that they were unable to provide me with a current list of recent publications that could help show that CGM’s are useful and cost effective. On a side note - I think this would be a fabulous addition to their website.
With that said, the resources you are asking about are unlikely to be provided by a small medical device manufacturer with $500 million in sales and growing rapidly. This growth creates a lot of turbulence and marketing isn’t always prioritized. Frankly, with the growth they are experiencing I am consistently surprised that they provide a high quality customer service experience. Now why Medtronic isn’t providing this info is a million dollar question.
I realize that you are looking for more than pointing to a few studies. Here are two studies, however, that persuaded much of the private insurance industry in the US in 2009 to begin coverage of CGMs. This was when my insurance company started covering them and I gained access. The studies were funded by JDRF.
http://care.diabetesjournals.org/content/32/8/1378
http://care.diabetesjournals.org/content/32/11/2047
They were published back in the 2008-2009 but have been frequently cited in later studies.
I know that hypoglycemia unawareness can support a case for coverage. Do you live alone? Do you need to drive to earn a living? Do you regularly experience nocturnal hypoglycemia? Have you been to the ER with severe hypoglycemia?
Good luck, don’t give up.
Sounds good about customer service. I just noticed a crack in my receiver screen. Do you think they will help me here? I have had it about 2 years.
Canuckfan here: i dropped a receiver, messed up the screen. They gave me a good price on a replacement after I explained I am self funding all this; you should give them a call.
Since you’re a year out of warranty I wouldn’t expect them to do anything for you except to indicate that you order a new one. 
Scott Benner of Juicebox Podcast once interviewed a woman who is very involved in helping people with appeals Most of her work is with parents for their children, but I suspect that she would have justification info for CGMs that would be helpful for all people. Her interview is Episode #61 and you can probably find it on iTunes. You can also listen to it here and maybe somewhere on Scott’s blog you can find a link to contact her. The episode is titled "Samantha is the Robin Hood of Diabetes Insurance Appeals.
I agree as I too always had great Dexcom CS as well as Animas’ CS and tech service are outstanding no matter what time you call. Two companies that have US based excellent CS representatives which are hard to find in today’s world.