Email from Dexcom sales rep?

Is anyone else getting emails from individual Dexcom sales reps saying, basically, “order through me”?

This has happened to me for the past two months. The first time, I figured it was just a change in Dexcom procedures – after all, those change all the time. And it would be nice to have a regular contact. So I called the rep directly and the order went fine.

Then this month I got email from a different rep, different wording. This started to sound bizarre, so today I called the general number to place my order.

Punctuation and wording were a bit odd in both emails, as though each rep had composed their own email.

Various scenarios come to mind. Dexcom encouraging reps for some reason? Reps somehow competing for orders?

Here’s the text of the emails, with rep ID redacted:

====================================

May 8:

Hello,

Good Day! My name is xxxxxx a Re-order Sales Specialist at Dexcom. I’m just sending this e-mail letting you know your next eligibility dates to reorder supplies are:

G6 Sensors: 05/17/2020

Please contact us whenever you are ready to reorder the supplies. My direct number is 858346xxxx if you have any questions or concerns. Take care!

Warmest Regards,

xxxxxx xxxxxxxx
Commercial Reorder Sales Specialist | Dexcom
6340 Sequence Drive | San Diego, CA 92121
Call: (858) 346-xxxx | www.dexcom.com

======================================

June 3:

Hello!

This is Dexcom reaching out to advise that our system shows you going to be eligible to reorder your Dexcom supplies in the coming weeks.

If you would like to reorder, please respond to this email or call me at 858282yyyy, you can also reach our Customer Service team at 8773392664 option 1.

If you reorder your supplies through one of our distributor partners please disregard this email. Also if you no longer wish to receive these emails, please reply back with STOP and I will update your account.

Warm Regards,

yyyy yyyyyy
Commercial Reorder Sales Specialist | Dexcom
6340 Sequence Drive | San Diego, CA 92121
Call: 282-yyyy | www.dexcom.com

Dexcom CGM now available at pharmacy.
Learn more at dexcom.com/rx

Questions about using your Dexcom CGM System?
Watch videos at dexcom.com/youtube

Its possible this is due to employees working from home rather than at call center, but just a guess.

I have always ordered via DME, but just switched to pharmacy which is the best price and more convenient for me.

Hello!

This is not Dexcom reaching out to advise that our system shows you going to be eligible to reorder your supplies in the coming weeks. Send me your credit card number and I will use it to buy me a new stereo.

If you would like to reorder do not send me your CC. But if you do not mind me stealing your money please respond to this email or call me at 858 282 yyyy, you can also reach our Customer Service team at 877 339 2664 option 1.

Warm Regards,

yyyy yyyyyy
Commercial Reorder Sales Specialist | Dexcom
6340 Sequence Drive | San Diego, CA 92121
Call: 282-yyyy | www.dexcom.com

The messages both had reply addresses @dexcom.com, and passed SPF, DMARC, and DKIM tests verifying that they were indeed from the dexcom.com domain.

Edward

Hi @Edward_Reid, I have gotten those emails many times, and to date they have not been spam. The reps change partly due to Dexcom’s employee churn and the fact that most of the CS group is now based in the Phillipines. Email ordering is much less frustrating than phone ordering IMHO, and I never ever give a CC on the web - only one time use “burner” CCs.

Edward, i was just teasing. I am sure it is legitimate.

Thanks. I understood. But of course scams are legitimate concerns, so I added information that I did not include originally, about how I had validated them.

Edward

Well, it’s interesting. After placing the order yesterday by calling the general number, I got a call just now from the first rep who emailed me, to finish processing the order. I asked her what was going on. I still don’t completely understand, but she was not surprised. She tried to explain but was more focused on assuring me that I could call her, or the other rep, or the general number – “we all have access to the accounts”.

Whatever. :sunglasses: I’m happy when the sensors ship.

Edward

were you ordering with dexcom before or were you getting your supplies thru a dme or pharmacy?

Direct from Dexcom. Never done it any other way. Presumably this is just the way my insurance works – a Medicare Advantage plan – but I’ve not tried to pin down the details.

Edward

gotcha. that make sense if they’re reaching out to you to reorder. i thought you were ordering from another source and they randomly reached out to you via email. seems like they may have called you and are using another means of communication to try and reach you to reorder

No surprise really, given that it’s already changed four or five times in the 29 months I’ve been using it. :upside_down_face: OK, some of those changes were due to changes in Medicare and my plan, but Dexcom never makes it clear.

Edward

Dexcom is now also supplying to Medicare via pharmacy, which may be lower cost and more convenient. Check here.

When it comes to where one can get DME, Advantage plans can differ from traditional Medicare. I know that one of the times my ordering process changed was when my insurer switched … I think the term was from “Medicare criteria” to “commercial criteria”. Something like that anyway.

At any rate, I very much want NOT to go into Walgreens. Especially now during the pandemic of course but any other time. And for me, despite this thread, ordering direct from Dexcom has been very smooth for over a year now. Had some hiccups before that. So I’m happy with the current convenience factor.

On Medicare, I pay 20%. That’s about $50/month for sensors, plus the quarterly bill for the transmitter. If I needed to save, there are ways with a much more copacetic benefit/effort ratio.

Edward

If you’re on traditional medicare you should not be billed anything for a transmitter. medicare pays 80% of the monthly cost which includes sensors and the transmitter. how much are they billing you for a transmitter?

1 Like

I’m on an Advantage plan, not traditional.

Edward

my understanding is that a medicare advantage plan should follow the same rules as medicare. does your insurance pay anything for your transmitter or you have to pay dexcom for all of that?

Truth be known, the claims are so confusing I mostly ignore them :upside_down_face: given that the amounts are reasonable. For a long time, Dexcom had me shown as a type 2; now they have two lines, types 1 and 2. My insurance billing is showing Dexcom billing for CPAP masks, although it’s clear the bills are really for sensors. I don’t know whether it’s a Dexcom error or if my insurance is interpreting the code wrong. I’m constantly getting EOBs saying that Dexcom claims were denied (“billed in error”) but some are getting paid. I do not relish the thought of calling either place to get it straightened out. Maybe one day when the weather is cooler. Like in November. But for now, the $$$ are reasonable.

However, I see no sign that Dexcom is sending a separate claim for the transmitter, nor am I paying for it. Until recently, Dexcom was billing roughly $250/month, and I was paying about $50/month. Recently that’s dropped to about $220/$45. Oddly, per exact amounts, I’m paying 20.3%, or from a different POV I’m paying 25.5% of what the insurance pays. I don’t know what that’s about.

Edward