Is Dexcom imploding?

[MM2]

@Chris

friggin hate calling Dex.

Tandem not much better. I waited over an hour last week. However once answered, their response was great.

[ClaudnDaye]

Here is the Overlay patch form but it didn’t work for me.

https://dexcom.custhelp.com/app/OverPatchOrderForm

Update: I just tried it again and it worked this time.

[TiaG]

email Kevin Sayer, the head of Dexcom, and he might arrange a follow-up call. It’s happened for me before.

[TiaG]

I do this now. Haven’t called in a few months, it’s worked really well.

[John58]

@ClaudnDaye

they’re nice, polite, but at the end of the day my issue either isn’t resolved and I have to call back multiple times, or they don’t complete the orders correctly.

Your experience caused deja vu…you described my short-lived experience with Edgepark a few years back…never again I hope. Customer service at DME suppliers has been in a race to the bottom for a while. It’s sad to read that Dexcom might be joining that race. This might be a symptom of their trouble ramping up to deal with Medicare? I guess time will tell whether they can get back to their earlier approach of delivering great customer service.

[jim26]

I think eventually Dexcom wants everything pushed to the pharmacy channel and get out of direct customer support. Not exactly sure how replacements would be handled, but wouldn’t be surprised if they eventually push that to the Pharmacy.

I love the Pharmacy channel, so much easier for me. I haven’t had to go through replacement process in ages. I’m one of the unicorns who rarely has issues.

[Millz]

@jim26

Have you tried their “Chat” technical support? I haven’t, but curious if that would better??? I know I always prefer using chat over phone if that’s an option.

I decided to try the online chat route for my last sensor replacement. I inadvertently filled out a “call back request form”, which said I would hear back in 48 hours. So I decided to try the real time chat. The chat was quick and easy, they shipped the replacement sensor that day. Then I got a live call back from Dexcom the next day. I told them I resolved the issue via online chat and that the replacement was on the way…so no need for their live follow up.

A few days later I received 2 replacement sensors! Win, win.

Now if only Insulet had an online chat for POD replacements. Yesterday I had two screamers, both right after filling the POD with insulin but before pairing. Odd since I’ve never had that issue in the years I’ve been using Omnipods.

[CatLady]

@ClaudnDaye

Update: I just tried it again and it worked this time.

Just worked for me, too!

[Trying]

@Millz

A few days later I received 2 replacement sensors! Win, win.

Wow, this is great to know! I’ll try the chat next time!

@Millz

Now if only Insulet had an online chat for POD replacements. Yesterday I had two screamers, both right after filling the POD with insulin but before pairing. Odd since I’ve never had that issue in the years I’ve been using Omnipods.

I have far less trouble w/ OmniPod pods than I do Dexcom sensors, knock on wood! I have had screamers happen just like this though!