I’ve had my CGM for about 2 years now, and I love it. One part that I really enjoyed was the support I got from Dexcom. Technical questions were addressed promptly. Refills for sensors was relatively easy (on their end anyway). They even assigned me a helper - like a concierge - to help me wade through the process with my insurance company, etc.
I’m pretty sure this correlates with the rollout of G6, but since then, my experience with Dexcom has been remarkably different. For starters, every time you call customer service, that’s a half hour of your life you just turned in. The agents are still pleasant and generally helpful, but getting there is an interminable wait. I am hearing the Dexcom muzak in my dreams now.
I still have the G5 system, because I am not eligible for G6 until I rev up my last G5 transmitter. I needed a new box of sensors… in July. So it might have been late June that I made my call to Dexcom to get the process started. I had about four sensors left, so I figured I was okay. They needed a new Rx from the endo. No problem.
I got a notice from Dexcom a few days later that they were having trouble contacting my doctor. Okay. I gave it a few days, since I had plenty of time at that point and I knew my endo was busy. But after a couple of weeks (those two weeks are my fault), I started to worry. I called Dexcom, and they said that they faxed the Rx to my doc twice and did not hear from him. (I have my doubts, since my endo is usually quite responsive to these requests.) Anyway, I call the doctor’s office, and they say they did not get anything from Dexcom, but would reach out to them. (This part might be on them, but) I did not hear anything for the next couple of weeks. Now I’m stretching my sensor supply, and getting worried.
Sometime in August, Dexcom had actually replaced a sensor that they mistakenly asked me to switch out while trying to help with a pairing issue with a new iPhone. Thank goodness for this, because I ended up getting three weeks out of that sensor (a record for me)!
The wait dragged on. I asked, but at no point did anyone agree to get on a three-way call with my doctor’s office so we were all on the same page for once. After those initial e-mails about not hearing from my doctor’s office, feedback from Dexcom was non-existent. Anyway, after an e-mail to the rep who had helped me out in the past, and a couple more phone calls to Dexcom, I finally got notice that Dexcom had the Rx… and that they would be contacting me in 3-4 days to confirm my address.
WTF? I called them (spending another half-hour of my life) to confirm the same ol’ address I continue to have. I then asked if I can expedite the shipment. I could, as long as I paid for it. Fine. So I paid $30 for “next day Saturday shipping.” My call was made on Friday afternoon. I got my sensors the following Tuesday.
So all-in-all, after investing a considerable amount of time (and a little bit of money I shouldn’t have had to spend), I got my refill 2+ months after I started the refill process. As I’ve pointed out above, not all the delays were necessarily their fault, but I place the majority of the delay squarely on Dexcom.
A company acting like this has no business selling healthcare equipment. I really want the G6, but if this is what Dexcom has turned into…