My g7 sensor failed on day 3. I called for a replacement. The next day, I got a request from Dexcom saying that I need to upload my receiver to Clarity app and call again. Did that. Today I get this email below. Not even a reason why they refused my request. Grr!
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Maybe a new policy. I don’t have the Clarity app so I certainly couldn’t do that easily (I’d have to install the upload software at least). I also don’t always use the receiver with a sensor; I just got a “sensor fail” and tried to connect the receiver to the failed sensor but it refused to “start” it. This happened on June 23 for a sensor inserted on June 15 and which failed with “sensor error 7” (as reported by xDrip+) on June 22. (so 6-7 days).
All the same Dexcom have shipped me a replacement. I did have all the info on the form (insertion date, serial number, fail date).
Maybe it is a country-specific policy (I’m in the US), maybe they changed it (in which case I’m pretty sure I will stop using Dexcom!) Possibly they have a whole new batch of manufacturing issues and this is the first indication. It certainly doesn’t seem like good communication in any case, you have my sympathy.
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@jbowler yeah, I had to install the clarity app on hubby’s comp (wouldn’t let me install on my phone). Finally talked to a supervisor at Dexcom. Since I don’t use the app, just receiver, they have no record of anything since 2024, and for some reason aren’t able to access my clarity uploads. Although the person that I talked to yesterday said that he could see the failed sensor data. But both emails they sent were worded so badly, the first one saying that they needed proof that the sensor failed, and the second just saying that it wouldn’t be replaced and “ways to keep sensors from failing”. So I’m like, “First you call me a liar, and then you blame me for YOUR product not working correctly.” Plus now they’re saying that sensors will fail at ANY point. Kinda makes me lose a lot of confidence. Bleh.
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Indeed. I think a lot of people may not realize that the receiver does not upload to the Cloud so unless we do a manual upload Dexcom don’t get any of our data. I, of course, like this arrangement.
I’ve learned something useful; I should probably do an upload now just so they know I still exist and also to verify that I can since sometimes I’ve found logging in to Dexcom’s web site challenging.
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I do not like the idea of Dexcom being able to access my data. Not at all. And not replacing failed sensors that are paid to work for a certain amount of time??? That sounds like lawsuits galore. I rarely have ever called one in as I restart my G6’s and just always have had a nice supply of sensors. If they start doing that with the G7’s they will easily lose me.
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@Mariethm What you describe flys in the face of Jack Leach’s recent description of Dexcom policy. I’m not sure I understand all the facts around the situation, but sounds like the deciders may not have had all the information they need to make an informed decision!
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@Marie if you use their app, they already have all your data.
@TomH I understand if they didn’thave what they need in order to make a decision. But they already said they had the info. Then they say they don’t, but don’t request for me to retry uploading to Clarity. That’s what annoys me more than anything.
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@Mariethm I don’t use Clarity any Dexcom app, but I do use a pump. When sensors fail I take pictures of the pump showing “sensor fail” and if there is still a cgm line a take a pic of that too. I always have a pic of the sensor and sensor box from day of insertion. So far Dexcom hasn’t denied me any failed sensors, and to that point I haven’t had any in the last 6 months.
As @jbowler suggested, maybe we are seeing the beginning of a new policy or possibly you just happened to work with new CS agents.
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If you went on Clarity, they probably;y “saw” that You restart the g6. That would not make them happy. But you can always phone call the g7 with data, and see it they will then replace. I have to tell you, I have been using the g7 for 1-1/2 years, then switched to to 15 day g7. Piece3 of #$! lucky to get 5 days, sometimes less than 6 hours. even though they repla e, I am tired of the frequent change outs due to failures. I will be going back to the 10 day G7. Better product. Never used the G6. use it and my omnipod with my pixel 8. omnipod often doesn’t pick up and transmit my Dexcom signal, so I never use the automatic feature. almost never have transmission issues with the Dexcom app. But I resent both wanting to monitor my every move. much less intrusive 16 years ago ( but so was the internet). Privacy just doesn’t; exist anymore.
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@returnmember I really don’t think they can tell. The sensor ends and then a sensor starts. Whenever I have called, it’s because a new sensor maybe quit the first few days or was a huge variance that wouldn’t calibrate. I have never been turned down for a replacement. I have not started G7 yet.
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I am hearing a lot of complaints regarding the G7. For myself, I’ve been on the 10 day G7 for several years now, and have had, thankfully, few problems. However, when the G7 15 day came out I switched over immediately. Wow! Wasnt that wonderful that I didnt have to change my dex for 2 weeks+ !!! However, I started having issues with the 15 day sensor. (failure during warm-up, innaccurate readings, which really messed up my boluses on my OP5). And then, I also did not like that the 15 day Dex had twice as long warm-up period as the 10 day did (25 min vs. almost 1 hour). I found that very inconvenient. So I am back on the 10 day Dexcom. But, to ur point regarding getting replacements, have you tried requesting to speak with a supervisor? I have had to do that more than just once. But it has proven effective. I have also complained when I do not understand what the representative is saying (usually do to a thick, un-American accent). I wish you the best. So sorry to hear about this unfortunate situation.
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I had to do that once. I had a sensor where the sensor thread remained attached to the introducer needle and the thread was pulled right back out of my arm. The sensor was unusable from the start, so I removed that sensor, attached another new sensor a few inches over, and called Dexcom. The first person that I spoke to kept asking me what I had done to keep the sensor from falling off, and I kept saying that it hadn’t fallen off - I had removed it (with great trouble, because it had really stuck on very well) because it didn’t work. It … Had … Failed … !!!
I finally had to ask to speak to a supervisor. I explained the problem with the sensor, and the problem with the tech support operator persistantly thinking that it had fallen off. The supervisor apologized, and they sent a replacement. I think that the operator needed more training. They seemed to think that falling off was the only thing that could have happened to a sensor. I don’t think that it was a language issue. I think that one of them was better trained/smarter than the other. 
The supervisor was the one who said that the “introducer needle had remained attached to the sensor thread.” And I was able to use that phrase again, twice, as 2 other sensors in that batch had the same problem. They were very glad that I had kept the box-bottom (I always do), because it had the lot number on it. I write the date & time that the sensor is attached on the box bottom, and the session start time, when applicable, and I keep this with me until the sensor expires.
If they ask about Clarity, I explain that (1) I don’t use Clarity, (2) I don’t use a phone app at all for my diabetes tech, (3) I have no intention of ever using a phone app for my diabetes tech, and (4) all of the data goes through my insulin pump, and is occasionally uploaded for my doctor’s use, not their’s. Plus (5) the warranty on my sensor is not dependent on my using Clarity … period, and end of subject. It may sound rude to some people, but it’s true that I am not required to use a phone app. They don’t have the right to require you to upload your personal medical data for them to uphold their responsibilities as the manufacturer of that sensor.
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I’m not a Dexcom user, so please excuse my ignorance. To me, this doesn’t look like an outright refusal, but a “form” reply. Maybe they are encouraging you to use the online replacement request.
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I did speak to a supervisor. They told me they would escalate the “request”. They must have found the data or just given up on their denial, as now a replacement is being sent out.
I don’t like giving them my data, but the G7 has generally been working well for me. With all the gardening/landscaping/stress about the cats/heat lows and highs, I’ve really come to depend on the cgm more than I like. I’d rather not fight with them, and just get the replacements easily.
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@Mariethm Glad you got it resolved and in your favor…as it seems it should have been from the beginning. Hopefully your case served as the training episode the customer service agent (CSA) should have already received and your efforts will help other’s that call in to the same person. Also hopefully your experience will be used to train other CSAs! Anyway, congrats on your persistence and successful outcome!
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That sounds incredibly frustrating, especially when the sensor stopped working so soon. I hope you are able to get a clear explanation from the manufacturer. If it was not resolved the first time, it may be worth reaching out again to see if they can review your case. I hope everything gets sorted out quickly for you.
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Glad you got that worked out. For future changes, I urge you to take a photo of the sensor case before you insert it, and ALWAYS rip off the flap of the sensor box that contains the SN and other important numbers. Each time I insert a new sensor, I throw out the old information with the old sensor and slip the new information into the drawer where I keep my diabetic supplies. I have given up calling for any replacements, but since I have the numbers they will request (and am linked to Clarity), I have had absolutely no trouble getting a replacement for a sensor failure. Using the online service to get a replacement works great as long as you have the SN, dates, and issue ready to spell out to them.
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Nice piece of advice!
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This happened to me - twice - with an older lot. The first time I was really concerned that the sensor “thread” had detached and was buried at the insertion site, but I pulled off the adhesive from the battery/transmitter after removing it, and there it was, the sensor thread bent up in the hole that the inserter needle goes through. Really poor manufacturing QC imho
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I recommend that anyone who has this happen go to FDA.org and complete Form 3500B. Indicate on the form how this can result in your being short of needed supplies to monitor a life threatening illness. It will take a little time to complete but FDA needs to know about these unresolved failures.
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