Terrible Customer Service from Dexcom Sales

My re-order specialist is out of country and apparently doesn’t know anything outside of what the computer screen tells her. Unfortunately, the same with the supervisor…

And yes, I have dealt with Medicare before and they aren’t full of knowledge either. The Medicare web site said that you can make complaints about DME providers if you don’t mind being on the phone indefinitely…. :wink:

I didn’t get the Medicare email this month and that is unusual for me. I called yesterday to place my order and rather than waiting on hold for 45 minutes, I selected the option for a callback. I got the call back exactly 45 minutes later and spoke to a nice and capable agent. She didn’t mention that the order would be delayed in shipping, but if it’s like my orders in recent months, it will “process” for several days to a week before it finally ships. So my order will end up being about two weeks late, partially because I didn’t call them in time.

I am lucky not to have to stress over this because I have extra supplies for two reasons. I use each sensor for 10-14 days and that allows me to accumulate extras. Then I have used the Spike app to “Reset” my last two transmitters so that I can use them for an extra month or two. Once they are reset I can even go back to using the Dexcom app. The Dexcom battery dead message is just a software shut off and not an indication that you are really having battery problems. Spike is for iPhones and you can do the same thing with xDrip and Android.

Look at it this way. A new car that does not have seatbelts is in competition with other cars. But a safety level has been achieved by current technology and is now expected. Very few would buy a new car without seatbelts.

I think that’s the problem with Dexcom’s competition. There are certain functionalities and safety features that users have come to expect.

Absolutely great advice in situations like this.

Wow, have a number of orders go out within hours of placing them, be it on the phone or via email. I’m at a loss to understand why some many posting here don’t seem to have a similar experience to ours.

I urge anyone with the ability to extend sensors to build up a stash to avoid panic at ordering time. Laddie and I are on the same wavelength on that one. Having said that, I personally, wouldn’t be lacking for supplies even if I never extended a sensor. I can’t get much over 9 days anyway, so I just change them at 7 days much of the time, depending on their accuracy which on day 7 is generally excellent. I hate to pull a great sensor, but that’s because I have history with Enlites. About 1 out of 10 was a decent sensor. And half of them would work themselves loose on a hot day. Can’t win!

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I am typically very effective at dealing with folks on the phone and advocating for my own healthcare (or really whatever else). I’m also the one in my family who handles these types of issues for others for that reason. I even teach interpersonal effectiveness skills as part of my job! I’ve never had issues with any other service like I do with Dexcom. I have been extremely clear every time with them on the phone, asked about their specific plans for follow-up, asked about timeframes, asked for contact information so that I can follow-up if I don’t hear anything, etc. I’ve gotten to the point where I preface every call by explaining that I’ve had many many problems with Dexcom and therefore have these concerns, while still being polite to the person I’m directly dealing with (since they are new to me). I always leave with information and assurances that they are going to do everything possible to make it work this time. It still gets all f*&#ed up. When I call the person for follow-up whose number they give me, I always leave a voicemail with clear information with my name, DOB, and multiple ways that they can reach me for return calls or emails, and that they are free to leave detailed messages if they get my voicemail, and still, I get no calls back. So it’s not for lack of skill that I and others are having problems. I’m glad you aren’t having problems, and that other people aren’t. I think you’ve made your point to that effect.

Also, personally, I am not having problems with sensors. I have plenty of spare ones, and typically reordering those went ok for me, since I had those on auto-order (and then for a long time, stopped ordering entirely because I had such a stash of them to work through that they were expiring on me). It’s the transmitters that are an issue, due to Dexcom’s own artificial shut down they imposed, which is part of what makes it so infuriating. I am likely going to look into Spike, but I shouldn’t have to hack a healthcare device company’s product for their customer service problems not to cause interruptions in use. That’s simply an unacceptable level of service.

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And here I thought you were done with your thread. :slight_smile: Couldn’t stay away, eh? I think it’s pretty clear you are unhappy with Dexcom. ( I was surprised when your screen name popped up on my watch. I thought you were taking a breather from all this)

In the “olden days” my orders were often shipped the same day as the order was placed. Not any more. But in general I get good service when I call and I am not desperate for supplies. But other people are and IMO it is inexcusable not to be sending supplies promptly. As much as I look forward to getting access to G6, I will continue to use my G5 for a couple of months in order to build up a supply of G6 sensors. Because I don’t trust Dexcom to provide what I need on a timely basis. Just as I don’t trust my supplier for pump supplies. I truly believe it is up to me to make sure I have what I need or have alternatives.

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Make sure you get a roll of Rock Tape before you get your g6. You can get it from eBay and Amazon, it comes in a lot of different colors. It’s about $15, but it’s hypoallergenic, 2 inches wide, so if you cut a couple of thin strips and place them on either side of the sensor adhesive flap, you will not have any problems with that sensor not staying on as long as you need it to.

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[whispers] Skin Tac too.

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You don’t need skin tac or the mess it leaves on your skin with Rock tape

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My understanding is that rock tape isn’t supposed to be on the skin for longer than 5 days or so though (and some people say 3 days)… Also be warned, anyone who tries it and leaves it on for at least a few days, it is really easy to remove skin accidentally when removing if you don’t use oil when taking it off and to damage skin without realizing it in the moment. I rub coconut oil into mine, and let it sit for about 5 min, and then it comes off easily. Personally, I use rock tape regularly to tape joints but would not want to use it on my Dexcom for that purpose for those reasons. I do like Opsite Flexifix tape for my Dexcom, which sticks well but comes off much more easily than rock tape.

Yeah, I did take a break for several hours to finish my workday, and checked back once before leaving my office.

Do you know why some of us have to use a distributor and some of us dont?

Insurance contracts.

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I’m not educated enough about why or how patients can order supplies. I think Tim is absolutely correct. I’m not an economics guru, but I would think it would be less expensive for insurance companies to order directly from the manufacturer rather than going through a third party where money has already changed hands and the third party still needs to make a profit. I’m sure it’s like everything else, that there are backroom deals and scams on top of scams, which these third party distributor’s are known for.

I had a great deal when G4 first came out. I could get a ‘diabetic kit’ through mail order pharmacy, for a single co-pay, multiple items, as long as insulin was one of them.
So I ordered my ‘kit’ of BG strips, G4 sensors, insulin for 90 day supply (mail order Caremark) for $40. Too bad they caught on, and took that away quickly. They originally thought Dexcom was similar to BG strips/meters !

Getting more weird every day. Surprisingly found a real person at Medicare in only 15 minutes and she told me that Medicare has denied all claims from Dexcom since October of last year. According to her computer screen, the Dexcom CGM is simply “not covered” by Medicare. Of course, we know that is not true, but I had this problem when I first went on Medicare. They are just delaying payment until you appeal.

Good news though, the email this morning says my Dexcom order has finally been shipped and should receive it early next week. Hope they get better at this…

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WOW, sounds like a whole new level of incompetence at Medicare. I know I’ve been perplexed the few times that I’ve called Medicare–they don’t know anything pertinent to my questions about coverage.