After 5 Months, First Fail of G7 Sensor and it happened TWICE

Type 1 & LADA
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I’ve had smooth use and changes on my Dexcom G7 since starting in January… until yesterday.

Around mid-day on a sensor at about 50% of the way through use, I got the alert that it was not reading data. I waited 3 hours as instructed, and then got the Sensor Failed message. Now this was fun, as this week my wife and I are in our travel camper an hour from home… and I did not have an extra! But she was working that day and able to pick up my refills before returning.

So I eagerly go throuigh the whole change, it reports pairing, and I wait the 30 minute warm up cycle.

Then this brand new sensor reports a failure!

I did another change, and its working now.

In aiming to report a failure, I’m a bit stuck on the first failed sensor. It’s been on a week. I don’t have the box. And to my chagrin, unlike the LIbrestyle App, the Dexcom mobile app does not have store data on past sensor ids, serial numbers, nor does the Clarity web site.

Shrug, I can at least report the new dud. Also, its quite convoluted what set of the list of long numbers on the box is a SN. Oh its’ the line labeled (21). That’s clear.

Now I have to remember to take photos of the boxes after using.

Ahh one more gripe. The Dexcom replacement form requires a home address. But living on a rural land location in Canada, I have no street/physical address, Its like I pretty much do not exist (beyond paying taxes). The form, like so many other e-commerce ones, relies on a look up system that excludes/wont validate PO Box addresses. Okay, I play the game. I enter the address for the local Staples store that accepts shipments often for me.

And now I know I have to take photos of the list of numbers on a Dexcom box.

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I keep the flap from the box that has the numbers. I’m curious about the one that failed on start up. I had 2 in a month that failed right away. When I removed them there was no sensor lead. How about yours?

The recent one, I will be sending the applicator, sensor and box.

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OMG I did not even look! I was do made. I think it’s in the box, will check. But a lack of a probe tube inserted would definitely (I guess) nuke it from the start.

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I’d like to add that I didn’t see any sign of inflammation on the sites like might occur if the lead is in me. I don’t think it was ever present.

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@cogdog First, sorry this happened! Second, taking photos is a smart thing to do: both ends of the box (green flaps) and the sensor applicator for the paring number of G7s; also the back of pod pump package/similar. Some of the info is duplicated, but that way you’ve got it if asked and can track the info if you’re so inclined. I agree, Dexcom could improve their software by adding the previous sensor info to their app, but then that might lead to more claims and less profit (I might be biased…I’ve a “slightly” poor impression of most health care corps). You’re right, the Dexcom form requires a LOT of info they already have and could auto populate pretty easily…one more thing I’ve commented on and no action taken because it could lead to less profit (there I go again!).

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Bingo! @CarlosLuis you were right. The failed new sensor has no “lead” protruding.

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I suggest you report this by phone to Dexcom. Mine were the same lot and made in malaysia.

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Report the first failed sensor too! Dexcom will give you up to 3 “goodwill” sensor replacements each year, even if the report is missing some info they need to “confirm” a failure. Anytime they do confirm a failure, it doesn’t count as a goodwill replacement. Sensor Replacement Policy for Dexcom CGM Products | Dexcom

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Oh thank you! I interpreted that as only 3 per year.

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Fast response from Dexcom. They sent an email I can just take to my pharmacy for replacement— much better than waiting for Omnipod to ship replacement pods (though they were always good at replacing even if it was my fault I banged a pod off my arm).

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@cogdog I usually use the online form to report issues, but went the extra mile and called Dexcom support because this is an issue they need to know about. Dexcom will send the replacement with a post paid mailer to send the sensor back.

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Hah! Since this was a first time fail, I called the support number first. But I was on hold a bit and since this was a camping trip I aborted. I ended up posting here and got great support!

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