In the past Dexcom had a form to request a sensor replacement I used, but that seems to no longer exist.
I’m trying to use the “Get Product Support”, but get an error everytime I try to submit the form. Doesn’t tell me what the error is, just that there is an error and doesn’t let me submit.
Is there an on-line way to request a replacement? I prefer not to call.
It looks like you have to log in and can do it that way. Try this link: https://account.dexcom.com/en-us/support-forms/submit-case
Yep, I get an error message when loging in and attempting to submit the form.
I just used “chat” and they processed the replacement.
@jim26 Thanks for posting this! I have the old form bookmarked, but haven’t had to replace a sensor in a while. I just checked and as you stated it no longer works, I’ll bookmark the new site. I checked it out and seems a more useful format, thought the multiple questions could have been presented in a more condensed format and some of the questions still seem redundant to information Dexcom already has on us (ex: gender, S/N yet still require type sensor). I’m not sure of the timeliness of Dexcom’s process, TBD.
I had to submit 2 yesterday and they went through no problem. I love not having to call and talk to anyone.
Mine was 1 day shipping!! Got it today.
The US web site (which Google does show with the right search) is:
It says:
To submit a support request, log in with your Dexcom account info, click “Get product support” and fill out the form. You can also submit a ticket as a guest.
The second button (“Submit support request”) goes to a page with a “Report product issue as a guest” and that seems to be the same as the “logged in” dialogue.
The advantage to logging in is that the address info is all there. I suspect that might also be the only way to get the “three sensors with no questions asked” replacements, but that might be an option we don’t want to use up too fast so it may be better to get G7s with goosenecks and other early-day failures via a guest login.
I recently filed a request for G7 sensor replacement (it had problems connecting to begin with and went downhill from there, not a gooseneck, not battery start issue). I used the new online form and within hours had an email saying it was granted, another that it had shipped, and another of when to expect it. I don’t recall anything indicating a request to return the sensor to Dexcom. So, when I got the box, it was huge (≈18” x 24” x 3”) and I didn’t understand why until I opened it. It contained a standard sensor/applicator box as expected, but also a mail back box (flat, make it yourself), an graphical instruction sheet (I’m sure I could interpret it, but on first review it was not decipherable), a shipping label, and a couple of plastic bags (one in bright red/orange), and 2 or 3 caps that look they go the applicator. I hope they aren’t expecting the problem sensor back, it’s long gone! Perhaps I failed to read something in the email, but I haven’t looked. I recommend a careful read of all emails in case a similar event occurs with you; alternately, .
I have never had to worry about this “three sensors” thing - with all of the problems I’ve had with G7 sensors, such as goosenecking, bloody sites, values WAY off from my meter, they’ve never given me grief about replacing them or mentioning that I only get 3 replacements. (I do get an annual MRI and they used to replace them for that, but then they stopped, so I understand that would count toward the 3.)
I remember once trying to get a medical appointment where I might have been required to remove, in this case, my Omnipod. Now that should not have been difficult; 1/3 days are available but it took a while on the 'phone. For a G7 it’s 1/10 days and only 1/15 with the new ones, 2/7 days are already blacklisted (doctors do work on the weekend but not MRIs; curious how the tech requires more days off than the doctors!)
I think Dexcom was right to replace sensors to allow the rest of the health care industry to do it’s normal scheduling and, by analogy, I think they are wrong to cancel that.
@TomH I recently had to use the support conversation route to replace. The rep said they would send the replacement and a request to return. I still have that sensor, because they did not include the return kit. And my two goosenecks were never reported because the replacement form had no place to indicate that. It seems like their feedback gathering is hit or miss.
The “feedback” forms the tech bros pioneered and that everyone now uses only have options for news they are expecting. Such “customer feedback” is also always hidden in, to the the tech terminology, “A maze of enormous twisty web pages all alike.” Here’s the Dexcom main page (as posted at the top):
https://account.dexcom.com/en-us/support-forms/submit-case
It is, indeed, almost impossible to find and you do need a Dexcom “login”. If you aren’t “logged in” the page will ask you to do so. It does still work.
It is a multiple-guess page, so the choices will change. The only thing to do is to choose the nearest.
