Samson had a sensor failure that occurred right on startup today, so we had to call Dexcom to get it replaced. The support staff was clearly new, struggled through all the menus, were slightly rude about things like getting the transmitter number (which was in the other room), etc. The whole process – a very straightforward error on startup – took a long time to resolve and the person clearly was walking through all the steps as if she was reading from a manual. The general impression I always used to get on a call – that the person got that dealing with diabetes is a huge burden for many families and that Dexcom wanted to be part of the solution and didn’t want to add to that burden – was completely lost. At the end of the call I asked where the person was located and she said Cincinnati Ohio. I know it’s probably this person’s first day and hopefully she’ll get better as time goes on, but who knows – maybe no one person will last long enough to get to that level of mastery before they’re laid off.
It was a pretty depressing call in light of the fact that Dexcom had just laid off 13% of their staff, and that this was the new normal. I feel bad for the overall competent, efficient and helpful support staff I had always interacted with before. Doing a really good job apparently didn’t benefit them at all. And I suspect it’s going to get worse over the coming weeks as they roll out support staff in other countries, who are potentially even more removed from the realities of diabetes care and may potentially have a language barrier to deal with.
I wish there was a way to log our disapproval, though I know that shareholders and profit/loss sheets dominate these types of decisions.