DexCom Customer Service Issues

I have experienced difficulty obtaining my regular G6 sensor supplies. In June, Dexcom informed me that CCS Medical would be my provider. I reached out to CCS Medical multiple times with no success. Despite attempting to explore obtaining supplies from local pharmacies like CVS and Walgreens, I have not had any luck. Dexcom also provided me with the contact information for a Dexcom account representative, but I have been unable to reach them. I have had to purchase sensors sporadically when available. While Dexcom has been helpful with emergency supplies, I am currently without a consistent supply. Considering seeking out a new supplier at this point.

Mr. Sayer, I recently tried the Dexcom G6 sensor and faced some issues with its accuracy and usability. The sensor fell out after 7 days, and when trying to replace it, encountered multiple errors. The customer service representatives I spoke with, Cassidy and Pamara, were helpful but ran into difficulties resolving the problems. Pamara's attitude was unhelpful and insensitive to my hearing impairment, which I found humiliating. I also noted the lack of clear instructions on how to remove the transmitter from the sensor and felt the advertising does not match the actual user experience. I hope these concerns can be addressed to improve the Dexcom product for users like me who rely on it for managing IDD. Thank you for your attention to these matters. Sincerely, Gaetano G.

I encountered a transmission signal weakness error on my CGM. After contacting Tandem, they replaced my transmitter as it was only 7-8 weeks old. However, the new transmitter displayed an "Invalid Transmitter ID (29T)" error soon after activation on the Tandem, which disturbed my sleep. I decided to deactivate the CGM on the Tandem, potentially rendering the new transmitter useless. I've tried activating it multiple times to no avail. I now require a new transmitter, a box of sensors, and assurance that this issue will be resolved long-term. Thank you, Peter.

Hello, my name is Bettie L. I forgot to stop the old sensor before starting a new one, leading to an error message indicating it will stop in two hours. I won't receive my CCS Medical shipment until after 10/15/[redacted], leaving me without a sensor for about 5 days. I am wondering about the cost of purchasing an extra sensor until my regular one arrives and where I can purchase it. The current sensor expires on 10/6/[redacted]. My inexperience with the device has caused these mistakes during the sensor switch process. I find it challenging and feel these steps are not senior-friendly. It would be helpful if the process were simpler for older users. Despite these challenges, I appreciate the device's effectiveness in glucose monitoring compared to the Libre system. Thank you for any assistance.

I purchased a box of three new sensors last week. Unfortunately, the first sensor failed shortly after I applied it. The second sensor from that box worked well for 10 days until it also failed. After contacting tech support, they sent me a replacement sensor. The second sensor from the replacement box failed after the warm-up period. This morning, I tried the new replacement sensor, and it also failed. It seems like I may be receiving faulty sensors. The transmitter indicates that it will last for one more session when I start them. I always place them in the same area and ensure they don't come off using an overlay. I will need to contact the pharmacy for another box.

I've been using the G6 for about nine months now, and I've noticed that each new sensor requires calibration. The readings start high, then after calibration, they drop significantly. I've tried reaching out to the company online and by phone, but haven't had any success so far. I'm concerned because I'll run out of test strips soon, and both Dexcom and Medicare say they are not necessary or covered. How can I make them understand that I need a consistent supply of test strips?

Hello, I was contacted by a representative from your company about the Dexcom G6. Despite initially being told it would cost $35.00, I received a bill for $[redacted].75 after purchasing it. The sensor fell off the adhesive patch on my first use, so I reverted to my old sensor. I've tried contacting customer service but have faced multiple obstacles and have not received a resolution. My account number is [redacted]. I am hopeful that this matter can be resolved promptly. Thank you.

When I recently flew from Orlando, Florida to Washington, D.C., I encountered an issue with bringing my Dexcom 6 sensor and transmitter onboard. Despite having a doctor's letter confirming their medical necessity, I was still required to go through a full-body scan instead of being hand-wanded by security. This situation contradicts the belief that it is allowable to travel with the Dexcom 6 equipment by air. Additionally, the challenge arises for longer trips exceeding 10 days as carrying the supplies may not be feasible. I am wondering about alternative methods, such as shipping through postal services or courier companies like Federal Express, to safely transport these items to a destination.

Please improve the usability of the G6 device by simplifying the volume settings. Currently, navigating through multiple choices and associated volumes is overly complicated. When a transmitter is lost, the process of getting a new one and changing it should not require a phone call for guidance contrary to the instructions. It seems like the product is being promoted through Medicare rather than attracting public buyers, as feedback from users has not been positive. As a caregiver, I have encountered challenges due to the device's design flaws. It may be beneficial for the company to reevaluate and streamline the user experience for better reception among customers.

While replacing my sensor that was expiring soon, I faced an issue where the app would not let me pair the new sensor. Despite restarting the app, it still recognized the new sensor as the old one. It's frustrating and I feel like I am wasting the new sensor. I believe there should be a way to resolve this without sacrificing a perfectly good sensor. The limitations on sensor use imposed by medical companies can be frustrating, especially when situations like this occur. I hope to get some help to address this specific sensor replacement issue.

My monthly shipment with three sensors did not reach my building as expected. Despite the supposed delivery by FedEx, the box went missing, and searching among neighboring buildings was fruitless. After a 48-hour wait, no confirmation arrived from FedEx. Many calls to dispute shipping charges delayed the replacement supply from the pharmacy, leaving me without Dexcom G6 use for nearly three weeks. Just as frustrating, my new Tandem T-slim insulin pump arrived the same week but couldn't be fully utilized due to missing sensors. The pharmacy mistakenly sent a replacement supply to their own store, not my building, and when it finally arrived, one sensor was damaged in transit. Though I managed to reschedule my pump training, within hours of applying the second sensor, I lost it along with the transmitter. This left me unable to replace them since my doctor's office lacked the necessary resources. The pharmacy's delays and errors have caused significant inconvenience; I seek assistance in obtaining a new transmitter and extra sensors to optimize my insulin pump and improve my blood sugar management.

My son, Brayden C., has been using Dexcom for some time without issues. However, his last sensor shipment received on 9-9-21 has been giving inaccurate readings, about [redacted] mg higher than his insulin pump values. After consulting his doctor, I tried to get a replacement from Dexcom due to faulty sensors, but was denied and told it might be the Tandem Pump causing the problem. This has left me frustrated and overwhelmed as my son shouldn't suffer due to faulty equipment. Your prompt assistance would be greatly appreciated during this difficult time. - Emily D.

I have been using the Dexcom G6 for a few years without any issues. Recently, when I removed the sensor 1.5 weeks ago, I noticed a small .7 cm red bump that has now become a .8 cm "lump" on my abdomen. I applied Bacitracin and a bandage, but I am concerned that the wire may still be in my abdomen. Should I seek medical attention or have a surgeon check it? I tried contacting technical support, but they couldn't provide specific advice. I would appreciate a callback regarding this matter. Thank you.

I've encountered issues with two of my Dexcom G6 sensors. Initially, I received a message indicating the sensor was expiring prematurely, which led me to replace both the sensor and receiver. However, the problem persisted, causing the sensor to fail again. After changing to a new sensor, it worked correctly until its expiration. Curiously, after replacing it one Friday evening, by the following Monday, it displayed an expiration warning in less than 24 hours without any intervention. This inconsistency is troubling as my insurance provider only dispenses a three-month supply at a time. Constantly changing sensors before their scheduled expiration is not feasible. I am unsure how to address this recurring issue and would appreciate any guidance on resolving the matter. Thank you for your assistance.

Hello, I need some assistance. I rely on Diabetes Management Supplies in Louisiana for my dexcom supplies. Ever since the hurricane, I have encountered significant difficulties in reaching them. Despite having an order scheduled for delivery by this past Wednesday, it never arrived. I am currently using my last dexcom sensor, which I applied this morning. Without any additional sensors after this one, I am concerned. Could someone please assist me with this urgent situation?

During my first week using the Dexcom glucose monitor, the sales representative guided me through the application process, for which I am grateful. I have encountered an issue with the unit not staying attached, as it came off my arm less than a week after starting to use it. The adhesive seems to only last about four days, which is shorter than expected. The sales representative advised me to contact customer service regarding the adhesion problem. I am slightly disappointed by this experience. I have the transmitter and sensor available and am willing to return them for examination if needed. - Charles T. [redacted]

I am a patient of Dr. Mary Smock at the Jones Center in Warner Robins, Georgia. Dr. Smock submitted a request for the Dexcom meter on my behalf in mid-January. However, I have not received any updates regarding this request. I am experiencing discomfort in my fingers from frequent blood sugar checks and have been eagerly waiting to try the Dexcom unit. I have done thorough research on the Dexcom and its features, and it is the one I am keen on obtaining. Please provide me with an update or further instructions on how to secure the Dexcom meter. I can be contacted at [redacted]. Thank you, Carroll J.

I have been experiencing a persistent issue with my Dexcom6 reader. Despite trying various troubleshooting steps, I have been unable to get accurate blood sugar readings for quite some time. I appreciate the replacement transmitters and sensors that were sent to me; however, what I truly require is a new reader, which you have kindly dispatched. Although I have exhausted all my sensors and transmitters, I am now eagerly awaiting the arrival of new sensors and find myself in need of transmitters as well. Every time I attempt to pair the transmitters, I encounter an error message stating "LOST SIGNAL" with unsuccessful reconnection attempts. I have made sure to keep the transmitter in close proximity to the reader during the pairing process. I sincerely hope that you can dispatch new transmitters soon, as waiting until 15 October to monitor my blood sugar levels is not feasible for me. Kindly expedite the process.

I recently switched to the G7 system earlier this month and have noticed a significant difference of 70-80 points between the sensor readings and the glucometer readings for a few hours. The first sensor had issues for the initial 2 days, but after recalibration, it seemed to be okay. Following your advice, I replaced the sensor, and the second one I'm using now provided incorrect readings on the 6th and 8th days, requiring calibration. This inconsistency is making me question the reliability of the G7 readings, especially since the G6 system I used previously was more stable. Any insights or comments on this matter would be appreciated. - P. N. (08/20/[redacted]), San Diego, CA

I don't have a smartphone, so I've been using the Dexcom receiver. However, for the past three weeks, each time I replace the transmitter, the receiver skips the step asking for the serial number. After a few minutes, it says there is no connection. I've contacted support and explained the issue, but they keep insisting it's the transmitter and have replaced it along with the sensor multiple times. Unfortunately, the problem remains, and it's frustrating not being able to monitor my blood sugar levels. I would appreciate any assistance.