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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@CarlosLuis you are a very observant man! I had a startup failure on Friday and just checked–it has no sensor wire. Had already reported it via the online form but may call anyway. And it was made in Malaysia.

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My 2 no sensor lead failures were mand in Malaysia lot # LBL-1003893 Rev 006. This was the same of all 9 of this order. 2 others worked OK for a few hours but fell off. 4 out of 7 failed. I just started number 8.

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@CarlosLuis I think that’s the lot number for the packaging. My lot number is 2503044530. That’s from the other end of the box labeled LOT.

And the wire on mine was looped up through the hole. I sent this photo to Dexcom:

Dex wire loop
Dex wire loop1920×1440 81.4 KB

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Good catch, @Randy, The same with mine. So I’ve saving the flap that has the serial number thinking the number at the bottom was the lot number. That means I need to write the lot number of the serial number flap with a sharpie.

IMG_2204
IMG_22041920×2560 183 KB

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I save both flaps, and write on the top one the insertion date and time, code and the Bluetooth id. I also pry the guts out of the inserter, remove the needle to put in my sharps bottle and write the same info on the shell of the inserter. I just keep the one current inserter shell on my workbench, but the flaps are with my Dexcom supplies in a collection. Hope to find a use some day for the springs in the inserter!

Somebody else posted a loop closeup in another thread, alerting me to it.

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Lucky you!! I say that because I have numerous failures. For various reasons. Dexcom pretty good about replacing. I would still call and explain why you don’t have serial number. Sometimes wish was back on G6 but the size and warm up on G7 keep me hanging on. I think I may have failures because arms pretty skinny and muscular. T1D is just so much fun. Good luck.

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Make that three failures from my last 4 sensors. Mine stopped reporting last night 24 hours before end of it’s run. I replaced with my last sensor, and it, like the time before last, failed after the 30 mminute warm up period.

So now I have no sensor (my pharmacy is issuing me a refill). All three of my last sensors, 2 which failed are same lot number 1825066008. The last sensor when removed had no wire coming off if it.

I just tried calling Dexcom and their customer support line is overloaded, 30 minute wait time, but requested a call back.

It sure seems like there is a product issue.

And thanks to folks here, I have a pile of boxes with flaps for reporting.

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The Dexom rep issued another voucher for replacement.

I asked if I should be worried about the product, and she tried to reassure by saying I can always call back. “Yes, but I used the G7 without any problem from January to June, and now 3 out of my last 4 have failed.”

She did say that Dexcom was aware of an issue from other complaints and “they are working on it”

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