advertisement

  1. This site uses cookies. By continuing to use this site, you are agreeing to our use of cookies. Learn More.

Dexcom has REALLY started to suck!

Discussion in 'Continuous Glucose Sensing' started by njswede, Apr 7, 2016.

  1. njswede

    njswede Approved members

    Joined:
    Feb 9, 2015
    Messages:
    385
    ** venting **

    Noah's Dexcom started complaining about low transmitter battery after less than 2 months (it should last for 3 months) and I've been on hold for tech support for an hour now. Seriously! They used to be SO good at customer support.
     
  2. MomofSweetOne

    MomofSweetOne Approved members

    Joined:
    Aug 28, 2011
    Messages:
    2,659
    Their customer base doubled this year. Growing pains for which they don't seem to have anticipated well. I was on hold for 51 minutes recently. Thank goodness for speaker phones! I cleaned the bathroom while listening to their recorded messages over and over and over. A pain, but I wouldn't want to go back to T1D life before Dexcom.
     
  3. njswede

    njswede Approved members

    Joined:
    Feb 9, 2015
    Messages:
    385
    True! After 1 hour and 5 minutes, I got to talk to a very pleasant girl who not only sent me a free replacement for the transmitter, but also a bonus sensor for having waited for so long. Happy camper again!
     
  4. jackabetes

    jackabetes New Member

    Joined:
    May 6, 2014
    Messages:
    1
    I am very disappointed in Dexcom. My son received a new receiver a couple weeks ago to replace the receiver they have recalled because of the faulty speaker. His new receiver's screen is flickering in and out. I have called 3x, waited on hold for an hour the first time to be disconnected, 35 min. on the second call and 45 min yesterday before I couldnot wait longer. I sent emails to customer service, got a robo reply, and have yet to hear back from anyone at Dexcom. I don't know if they are overwhelmed because of the recall or what, but were not happy.
     
  5. MomofSweetOne

    MomofSweetOne Approved members

    Joined:
    Aug 28, 2011
    Messages:
    2,659
    We saw our rep a couple weeks ago, and he said something like 68! new customer service reps are in training. He also told me that they've analyzed the calls, and something near 50% of the calls to customer service are ones that should really be directed to their CDEs. That surprised me, perhaps because we've used the system for several years and haven't contacted our CDE since the first year. But if they're getting lots of new customers, it makes sense. He also told me that there is a dedicated number for defective sound receivers, that you don't have to go through customer service for that.

    Hopefully soon it will be back to the fantastic service we've seen in the past.
     
  6. sarahspins

    sarahspins Approved members

    Joined:
    May 5, 2009
    Messages:
    2,205
    Judging from the number of people posting on facebook who clearly have NO IDEA about pretty much everything about the dexcom system, it's clear that there is a huge need for education for some people starting out.... because there is a certain subset of people that just want information handed to them, they don't want to actually do any research on their own beforehand. I imagine these same people are constantly on the phone with Dexcom with various "issues" that really aren't legitimate issues, they're just lack of education about the system.
     
  7. mmgirls

    mmgirls Approved members

    Joined:
    Nov 28, 2008
    Messages:
    6,026
    I completely agree with you! The amount of people calling the regular number regarding the recall, the amount of people insisting that their receiver passed the audio test but did not get a audio alert is alarming.pun intended.problems with being 20 points off off a 300 bg? I feel bad for decompression and the growing pains but we do use the g4 share and G5, and we got no info on the G5 and as a seasoned user I findon't it interesting that a follower gets "no data" for out of rangevery and a error code. That is an issue.
     
  8. mamattorney

    mamattorney Approved members

    Joined:
    Apr 9, 2013
    Messages:
    1,074
    I haven't had to call Dexcom in awhile. Ever since we switched from G4 to G5, and ditched the receiver, the system has worked well. The few times it has acted up, we've been able to troubleshoot at home (unpair it with her phone, and then pair it again - that kind of thing).
     
  9. swellman

    swellman Approved members

    Joined:
    Jul 30, 2008
    Messages:
    3,541
    My biggest complaint was the three consecutive DOA receivers (G4) sent to us in a row - to replace an iffy charging port (wish I had kept it). They did right and replaced them with apologies but either I had a run of bad luck or their production line or parts supplier has suffered. My return kits (2) had two receivers in each.
     

Share This Page

advertisement