DexCom Customer Service Issues

My husband's transmitter is not connecting via Bluetooth. We spent over 2 hours trying everything step by step, but it just keeps blinking. I waited on hold for over 45 minutes the first time but got no help from the tech. After receiving a new sensor instead of a transmitter, I had to call a total of three times without a resolution. Finally, on the fourth call, the tech acknowledged the issue and said they would send a new one. Unfortunately, the mail is closed, and we have been dealing with this for over 4 and a half hours. It's frustrating as my husband has been without Dexcom since last Friday. Please advise on the next steps. My husband's name is V. Richards, my name is Marcia, and his birth date is 6-27-48.

We have experienced significant delays with Dexcom sensors due to back orders. Despite being assured of follow-up, we have not received any updates in the past three weeks while attempting to refill the sensors. Even after being promised overnight delivery a week ago, the shipment has not arrived. With urgent travel plans, we need the device rerouted to our hotel to avoid exposure to freezing temperatures on the porch. Unfortunately, customer support has been unhelpful throughout this process. Our 12-year-old Type 1 diabetic is reliant on these sensors. While Dexcom is a reliable product, issues with the recertification process, customer service, and shipping have been disappointing. Understanding that everything is on back order raises concerns about manufacturing or quality control problems. We urgently request a sensor to be sent to our resort where we will be staying until next week. Failing this, we may consider switching to a competitor. As a physician, I will refrain from recommending this product to any further patients until improvements are evident for at least a year. I will be exploring alternative systems for my patients.

Dear Dexcom Customer Service, I have been a loyal customer for several years and your product has truly improved my quality of life. Despite a recent delay in receiving my sensors, I want to express my gratitude for the exceptional support I received in getting an emergency sensor in time for my upcoming vacation. Although I had a bit of a frustrating experience with a representative named Alexa during a recent technical support call, I eventually received the assistance I needed to resolve my issue. However, I must say that Alexa's attitude was disappointing and not in line with the outstanding service I typically receive from your team. I hope my feedback can be used to ensure a more positive customer experience in the future. Best regards, Maria R. M.

I kindly request for an alternate shipping carrier for my sensors. FedEx has not been delivering my packages properly. Despite being home, they claim no one was available for delivery. This recurring issue leads me to file a complaint with the Better Business Bureau. I have contacted FedEx National Customer Service in the past with no improvement. To ensure the safe delivery of my sensors and transmitters, I implore you to consider UPS, USPS, or any other reliable carrier for my future shipments. Numerous negative Yelp reviews of the FedEx facility in South San Francisco echo my frustrations with their service.

I am experiencing significant frustration in my attempts to contact Dexcom regarding placing an order. Over the past four days, I have spent at least three hours on hold, had a promised call back that did not happen, and faced difficulties with customer tech support due to being covered by Kaiser. Despite confirming my access to Dexcom 6 with my physician, Dr. Shue, I have been unable to place an online order. The situation has become comical, and I hope this email will receive a timely response. Contact information is included for reference.

I purchased Dexcom Overpatches from your company because my current supplier only supplies sensors and redirected me to Dexcom for additional products. Despite multiple unsuccessful attempts to contact Dexcom by phone, I was promised ten packages of Overpatches but have not received them. I am now trying to resolve this issue online. My insurance providers confirm payment for the missing items, and I will report this poor service to the appropriate authorities if necessary. My husband, a retired medical doctor, has connections that may help address this issue. I appreciate your prompt attention to this matter, as I expect a resolution. Thank you. - K.H. (retracted address and insurance information)

I require a new transmitter because the battery died. Upon contacting Dexcom, I was informed that they needed chart notes and a certificate of medical necessity from my doctor's office. I followed up with my doctor's office, but they claimed they never received any request from Dexcom. Despite multiple calls to Dexcom, I have not received a resolution, only a promise for a callback within 24 hours. It's frustrating that I cannot contact their San Diego headquarters, as all communication seems to be through their Philippines office. Originally satisfied with Dexcom, I am now displeased with their lack of support and oversight. I am considering switching to a different supplier due to this experience.

I've been using the Dexcom G6 for around a month, and I've been really happy with it. The first two transmitters stayed on my skin well, but the third one came off in the shower last night on day five. I also apply SkinTac like I did the first two times. My concern now is that I have 5 days left before I planned to change the sensor and transmitter, and having to replace them earlier might affect my insurance coverage. I've run out of SkinTac, and I need to order more from Amazon since local stores do not carry it. I'll receive it tomorrow, hopefully. If the last sensor was faulty, is there a way to get a replacement at no cost, and do you have any suggestions for getting SkinTac other than through Amazon? Thank you for any assistance you can provide.

I inserted a site yesterday, it worked well until 1 pm today. Now it says "no restarts." I've noticed that the sites only last between 2-5 days on average. Most recently, one failed after just 30 hours. I've tried different locations and followed the directions precisely, but I'm still experiencing issues with the product. The previous sensor I used had better longevity. This situation is causing me a lot of stress and affecting my blood sugar levels. I hope the transmitter is the problem and can be resolved soon.

I accidentally damaged my Dexcom G6 sensor when inserting it, causing bleeding on the transmitter. Should I begin anew with a different sensor, or will the readings be reliable if the warm-up succeeds? What steps should I take? I am seeking the email contact for purchasing Dexcom Overpatches. Despite listening to the assistance recording twice, I was unable to comprehend the information provided. Previously, I could speak directly with a representative for support. Has this option been discontinued?

Subject: Assistance Needed for G-4 User Dear Dexcom Support, I have been utilizing the G-4 system since April [redacted]. However, I have encountered issues with your current distributor, US Healthlink, in terms of support and timely deliveries. They are currently over a week late with my supplies and have only promised to deliver next Wednesday. Considering the unsatisfactory service from US Healthlink, I wish to explore two options: 1. Guidance on changing distributors. 2. Information on upgrading to the G-6 system. Although I appreciate the functionality of the G-4 system and heavily depend on it, the recent delays have compelled me to consider alternative solutions. I would greatly appreciate your assistance with this matter. Thank you for your time and support. Regards, Peter B. S. Corolla, NC

Hello, I have been experiencing bleeding during my Dexcom G6 sensor insertions lately. My latest sensor had excessive bleeding, preventing it from connecting to the transmitter and app. I've seen similar posts about this issue and would appreciate any tips to reduce bleeding. Also, I am interested to know if I can get a replacement for the sensor that didn't connect due to the blood. Thank you for any help you can provide. Best, Nicole Van Bebber

Ordering sensors from Dexcom has been a frustrating experience for me. Every time I call, it takes multiple attempts to get my order fulfilled. There have been instances where I was told my order was placed, but it hadn't been. Last Wednesday, I called to reorder as I was installing my last sensor on Friday, but even after being told a new transmitter and sensors would be sent, I heard nothing. After calling again today, I was informed that a new order would be processed. When I inquired about the order from last week, I was told there was no record of it. This lack of transparency and reliability is disappointing. If my order doesn't arrive by this Friday, I plan to switch to Medtronic as an alternative.

Hello, I wanted to share my experience with the deccomG6. Last night, I tried to install a new sensor, but encountered an issue. Upon pressing the button, the sensor did not release from the applicator as expected. After struggling to remove the sensor stickers, I noticed the needle had not retracted, rendering the sensor unusable. I am hoping for a replacement sensor since this one did not function correctly. The part number is [redacted]-45, and the lot number is [redacted].

I have been a Dexcom customer for over a decade. Previously, I used to receive emails reminding me of my orders since I am a Medicare patient. However, the last email and order notification I received was in October or November [redacted]. If my healthcare provider has not sent the necessary paperwork, kindly inform me. My latest doctor's appointment was on November 7, and unfortunately, I am currently out of supplies. Balancing my responsibilities has been challenging as I care for my husband who recently suffered a stroke. -Katherine Y. [redacted] [redacted] Kennedy Road, Wilmington, DE

My son's Continuous Glucose Monitor information was sent to Dexcom by his doctor. Katrina from Dexcom reached out, leaving three messages on my home phone. Despite me asking her to contact my cell phone after her first message, she called the home phone two more times. She mentioned the account could be closed after three calls, despite my request to communicate via my cell phone. I have tried to contact her several times, but I always reach her voicemail.

After receiving nine sensors and a transmitter, I attempted to use them, but my receiver indicated that the sensors failed each time I tried, totaling four failed sensors. I suspect there may be an issue with the transmitter causing this. I would appreciate it if you could replace the four failed sensors and the transmitter promptly. In the meantime, I am resorting to testing my blood sugar using the traditional method. Additionally, I would like to request another order of overpatches as I have used one each time I applied sensors that ended up failing. Thank you.

I encountered an error message saying "invalid transmitter ID" with my transmitter, which has been working fine until last night. Despite changing to a new sensor, the error persists. My transmitter is only linked to a Tandem T slim X2 pump, so I don't understand why this error is happening. I already called but waited for over an hour before being transferred to a full voicemail and disconnected. I haven't received a callback yet. This level of service does not meet the standards for the product and service I have paid for. Could someone please reach out to me promptly at [redacted]? -Kate M.

I have received two calls from an unknown caller in the last three weeks. They insist on confirming my identity by asking for my name and birthdate but won't disclose the reason for their call until I provide these details, which I have declined to share both times. The recent call was related to ordering supplies, but the order did not go through as claimed, leading to a delay in receiving the supplies. I am frustrated by the language barrier with the caller and the lack of communication. Today, I was left waiting on hold for over an hour with no assistance. I am seeking guidance on how to address this situation. Thank you, Doreen Benfer.

Today, on 6/15/20, I encountered two transmitter issues that were separate incidents. Consequently, I am now short of two sensors for upcoming insertions. I urgently require these sensors to be dispatched to my residence to prevent running out before my next prescription delivery. The initial issue arose during the insertion of the first sensor, where the applicator failed to release or deploy the essential part with the thin needle as intended. Subsequently, the second sensor failed to communicate with the transmitter, leading me to replace the receiver, after which everything appeared to be functioning correctly. Given these circumstances, I have used three sensors today to initiate one new receiver, resulting in a shortfall prior to my prescription renewal in July. Thank you for your prompt assistance. My address remains unchanged: Christopher Royer 26W376 Torrey Pines Ct. Winfield, IL [redacted] My contact number is: [redacted]