I dropped my CGM receiver (Dexcom G4) on a tile floor while cleaning it. It was out of the case.
After being on hold for about 10 minutes, the tech service person informed me there is a 'one-time replacement purchase ability' to BUY a new one for $199.
So, we are to be perfect and never drop this thing? I am furious. There is a 'bleed' area in the lower left corner so I cannot see the time display if I go to the 6-hour display or more mode.
I am well aware these are expensive. However, after purchasing almost 6 years of supplies, one might think it would be a good customer service action to replace a receiver that broke. According to the tech, it did not matter if it was in a case or not. They don't cover breakage from dropping it. Period. Nor do they cover water damage. (keep yours in a plastic bag in the rain!)
So, I am now stuck with this thing for HOW long? I had my 7 for more than 4 years.... how long is it until I can upgrade to a new one of these and have insurance cover it? I got this in December... If it can be replaced in a year, I would need to get the ball rolling in order to keep it covered for no deductible (we meet our deductibles so very quickly with T1)...
It is so tough to fork out all the money that comes with diabetes. It is valuable information for someone who hasn't had to deal with a dropped CGM so thanks for sharing.
Sorry for your bad luck. I looked at the attached photo. If it were me, I would live with the damaged receiver until this December and then get a replacement system. Insurance should pay for another system once the warranty expires on this one. At least that’s how my insurance has worked. I had three Dex 7+ systems and the G4 over a four year period. I believe the G4 warranty is one year also.
The CGM receiver, like a cell phone, is subject to the daily risk of dropping and getting wet. It’s the nature of the service. I just tell myself that even if I’m careful, I will have to buy a replacement device from time to time. Keep your eye on the prize, your health. No one likes to lose money like that but in the scheme of things, that’s just the way things work sometimes. Consider yourself lucky that you didn’t drop it in water and permanently kill it.
I temporarily lost my new iPnone a few years ago. Because it was still within the contract subsidy, replacing it would have cost $700! That would have been a tough pill to swallow. Luckily, an honest stranger turned it in. Last winter I dropped my iPhone on the pavement and shattered the back panel but left it otherwise functional. I just taped up the back to protect me from the glass shards and then used it until I qualified for another subsidized replacement.
bummer... most people have these covered under their "durable medical equipment" benefit of their insurance.... between your case, and many other issues with the click wheel; the G4 doesnt seem to want to hold up and isnt "durable" or life tested :(
Thank you for the voice of reason. At the time I posted, I was really aggravated; with myself and with the company. You are right, of course. It might be nice if they offered a '2 for 1' deal when you get it new. I would not have minded, I don't think, if I had known about the replacement receive at my time of purchase.
Live and learn. And I am glad your iphone still worked! That would be a very bad, bad day if mine was out of order.
Thanks for the heads up. I just looked at it... ohhhhhhh, niiiice. I have been waiting for it for at least the last 5 years.... hurry up, already!
: D In the mantime, Unk, if you go with an animas pump and dexcom CGM, there is probably going to be an upgrade program for those already on the system(s). At least one can hope.
Emily, I agree wholeheartedly. I could probably get it covered under my homeowner's, but my deductible is more than the $199... grrr
I know some people prefer a more sleek deisgn so it can just slip into a pocket. But that leaves it even more vulnerable. The case covers the color, which is defeating the purpose of having color!
Thank you for input. Every little piece of info helps for in the future.
I think it will just take someone cracking the unit open to determine what screen they use, then replacing the screen. I used to do this years ago with cell phones long before the big smartphone craze hit. I think Dex should offer a "repair" service.
Rick Doubleday Is the VP of sales
He is a wonderful gentleman He listened to me when the techs were giving me a bad time over something that wasn't my fault. Maybe he can help you. Good Luck. Diane
Man, that sucks! I'm very Anal Retentive about this sort of thing -- I'd spend the money for the replacement just because, knowing myself, I couldn't stand seeing that defect in the screen.
That said, looking at the picture it really isn't bad at all from a functionality standpoint. Doesn't look like it would interfere in any serious way with using the device. So, if you don't want to spend the $$, at least you still have a usable, if tarnished, receiver.
Of course as others have said that replacement policy is ridiculous. They don't make any appreciable revenue stream from the receivers. It all comes from the sensors. So, it seems the razor/razor blades model applies here, but since the competition is so scant, they can get away with it.
