So we’ve had our son’s CGM since April and had been using the same transmitter (we received 2 with the original shipment) since we started using the CGM. My understanding was that the battery ONLY LASTS for 3 months and that, when it shuts down, we should call Dexcom to get a replacement for it to have one in storage and ready to swap the old one out once the battery within it dies.
Not so. I just found out (perhaps we should have already known this???) that the battery has a 3 month “warranty” that begins from the date you activate it (use it for the first time). I called Dexcom this morning to see about replacing our old one which we had to change out on Saturday due to the transmitter battery shutting down, and they informed me of this. They’re talking about sending me over to customer service since the battery was “out of the 3 month warranty window”. We’re not even certain on the date that we began using it, but they said they shipped it at the end of April…somehow the transmitter worked an extra month beyond the 3 month window that I thought the transmitter stops working at? It would be wise to just keep tabs on that activation date even if you AREN’T receiving warnings, and just call it in to swap it within that 3 month window.
So, we told them we were going to dig through out logs and talk to our Doctor to find out what date we actually started using the transmitter since we weren’t sure…and we sure as hell don’t want to pay for another transmitter for something we didn’t even realize was important!
So, if you’re reading this and you’re new to using a CGM like we are, please a) Make note of the activation date for each “transmitter” when you activate it and b) CALL DEXCOM when you begin receiving warnings about the transmitter battery is running low so that they will replace it without issue since it will still be considered within the 3 month warranty window.
We don’t know the old activation date because we replaced the transmitter on Saturday when it died. We didn’t know we needed to know the old activation date information because we had not ever experienced this before and the importance of this somehow did not register with either my wife or myself.
So this post is just to anyone else, new like us, to make sure you call Dexcom within the 3 month window to get a transmitter replacement without any issues…we’re not sure what we’ll do, but the idea of paying $1000 or so for a new transmitter isn’t sitting well with us.