I’ve had a horrible time the past week dealing with Dexcom customer support. We call pretty often because it’s a rare occurrence for Samson’s sensors to last the full 10 days.
Anyways, last week we had a sensor fail prematurely, and then the next TWO failed in quick succession during warmup. I called technical support twice and could not get anybody on the line. I requested a call back. Dexcom called me back and somehow automatically put me BACK ON HOLD.
In frustration, I submitted my request via a technical support request box listed on the Dexcom homepage. I entered the lot number and the transmitter serial number, as I knew they would ask. Forty-eight hours later, I get an auto-generated email asking for those same details. As I had already submitted those things, I had discarded the boxes and did not have those pieces of information anymore (well, the transmitter number but not the lot numbers.)
Well, another sensor died prematurely today (just shy of 7 days). I’m on hold now for eons and no one is picking up. I’m really not sure what to do with this. These sensors are FDA-approved to last 10 days. They never do for us, but we tolerate that because they promptly replace any failed sensors. If this is the new normal I have no idea what we’ll do as we will quickly burn through all of our available sensors.
Has anyone else experienced this is in the last week? Does anyone know why this might be happening? Do you think their call system is messed up somehow?