I had to change to a new G5 transmitter last night–battery low–and did the setup via my iPhone even though I also have a standard receiver (upgraded G4 Share), partly because the interface is easier and partly because the receiver was also out of battery and across the room on its charger. So I went to set up the receiver this a.m. because of course it doesn’t “know” the new transmitter ID or any of that from the phone setup, so you have to go ahead and do it more or less as if you hadn’t done the set-up on the smartphone at all. And I got blinking bluetooth, blinking bluetooth, blinking bluetooth… failure to connect. So I called Dexcom support, ran through it all again, (blinking bluetooth, blinking bluetooth, blinking bluetooth… failure), did the pushpin reset and… GZZZRRRKKK ERR121! Tried again, same result. So woo-hoo! (I guess), I’m getting a new receiver in a day or three. Wasn’t due for a replacement for another year, and mine’s a little dinged around just from being carried in the same pocket with keys, change etc. So I guess that’s all fine.
But what I really wanted to point out was that I was reluctant to call because I’ve seen a number of complaints about their tech support here recently, and that wasn’t my experience at all, either today or the other times I’ve had to go there. Wait time was <5 min., the support person was personable as well as efficient (she liked my jokes) and there was no trouble about anything–she even stopped me to note down a few comments I made in passing about the interface, bluetooth dropouts and whatnot. Maybe I’m just lucky–or maybe things are less crazy there compared to earlier in the G5 release cycle–but it was altogether a perfectly reasonable and satisfactory encounter. I’m still glad I went with Dexcom even though I use a Medtronic pump (YDMV of course).
I’ve always had the same experience as you with Dexcom customer service, though I have not needed to contact them during the G5 roll out. I’ve always thought they were probably the best customer service I’ve ever dealt with!
I really haven’t had an issue either. I’ve only had my G5 since the end of February, though. I’ve called them once. I had problems with a sensor (the first time) and the customer service guy sent me two sensors to replace my one.
I’m Medtronic/ Dexcom myself. If only there were some way to turn my Dexcom into a pump controller (since Medtronic won’t allow integration), I would be much happier. I should also be able to scroll through ANY day stored on my Dexcom, not just the past 24 hours. While I’m talking about the Dexcom, I have never understood why I can’t view all my CGM stats ON the Dexcom, including comparing days, times of day, days of the week, etc… We can do it with other technology, what’s makes it so hard on a monitoring device?
Totally agree on that, yes. Especially in the iPhone app–why is there any limitation? Not like you’re storing big hulking media files. You should be able to at least look at the last 7 days or something.
I have had some awful wait tiems for tech support form dexcom. At one point I waited in hold almost 2.5 hourse. Then three days ago I called about an order, bang, I got an operator within 15 minutes. Yes it is gettign better I believe.
Called in today due to a sensor that has just refused to stay put for 7 days despite all the usual methods. The last two sensors from the same box stayed well despite 1-hour water aerobics classes + showers and hot tubs multiple days per week. This one barely made it two days before it started to lift and needed taping. Today after the pool it was hanging on by the cannula and one edge, despite having worn a GrifGrip and having tried to re-stick it with Skin-Tac.
I was on hold about 15 minutes or so and Dexcom is sending me a replacement sensor even though I managed to get 6 days out of it. It wasn’t a full 7, so, new sensor. Yay.
Just called Dexcom about my G5 receiver which has a err121 and err69. It is out of warranty by 2 weeks. I have had nothing but issues with this G5 receiver and now i’m told i need to purchase a new one? Someone please tell me i’m not the only one having this issue. . .
