The new interrogation now required to get Sensors replaced

Tips, Tech & Gear C/GM
1

It used to be a 30-second process to fill out the form…now it is a 25-minute process where you’re asked every question under the sun.

< tech support live chat transcript >

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12:43 pm

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12:43 pm

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12:44 pm

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12:44 pm

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Hi, this is Pau from Dexcom technical Support. How can I help you today?

12:44 pm

12:45 pm

Hello Pau. My son’s Dexcom G6 Sensor stopped working today (day 8) for about 3 hours between 3 different disconnects. I’m trying to get it replaced as we had to take it off and get a new one installed. I’m trying to fill out the online through the “report an issue”, but I don’t know the Serial Number and there isn’t one listed on the box or the sensor itself.

I have the Lot number because it comes on the container, but no SN on the Sensor container, or the box that all 3 sensors come in.

I apologize for the trouble. I am more than happy to help you with this. Just to set your expectations, I will be asking a series of questions for my documentation.

12:47 pm

Sure

For additional verification, may I know the patient’s full name and Date of Birth?

12:48 pm

, - given

Thank you. May I also have the phone number and email so I can open his account?

12:49 pm

<my phone #> (my cell). - given

Thank you. May I also know your full name, please?

12:49 pm

12:50 pm

(his dad) - given

Thank you. Is he using a Dexcom Stelo, G6, 10-day G7 ?

12:51 pm

G6

May I know the display device(s) he is using Receiver, Mobile app, or Tandem pump?

12:51 pm

Mobile app

Does the sensor connected to an insulin pump at the time of the event? If yes, may I know the make and model?

12:51 pm

Yes

12:51 pm

Omnipod Dash

Got it If you don’t mind, may I have his weight in pounds?

12:52 pm

around 55 lb

Thank you. Let me have the serial number of his transmitter

12:52 pm

You can check that on the Dexcom app

12:52 pm

Open the G6 app, tap settings, tap transmitter and look for SN

12:52 pm

I need to get that. Sec plz

Sure. Thank you.

12:53 pm

Thank you. Just to clarify, the message that you got before you remove the sensor, is it sensor error wait for 3 hours or sensor fail?

12:55 pm

No message. Just signal lost 3 times about an hour each time while he was at school. So I had to bring him home and change it out.

Oh, is it asking you to wait 3 hours or 3o minutes?

12:55 pm

12:56 pm

No, it’s just giving no data

Got it. Please provide me with the following:

-Sensor Lot# (which can be found on the paper portion of
the individual packaging of the sensors or at the blister pack.

-Date the sensor was inserted:

-Where was the sensor inserted? (Abdomen, Arm, etc.)

12:56 pm

12:57 pm

Sensor Lot # given. Inserted 2/9/2026 @ 1115PM. Arm

Thank you. I was able to check the serial number that you gave me, it was used by a different patient and it was activated a long time ago 2024-08-13

12:57 pm

12:58 pm

???

12:58 pm

The Transmitter ID is for the Transmitter he is wearing RIGHT NOW.

12:58 pm

No idea what you’re talking about.

Yes, correct

12:58 pm

Can you double check the numbers and letters, please

12:58 pm

You gave me

12:59 pm

Going back to my son. Sec, please

Thank you.

12:59 pm

1:02 pm

<I provided incorrect # – sent correct one…I saw an “8” where there was a “B”.>

1:02 pm

He sent it correctly, I saw it incorrectly

Thank you. I see. no worries. Hold on, please

1:02 pm

Yes, this is the correct one. Our system shows that he’s getting sensor error.

1:03 pm

Were the steps for insertion, cleaning, and starting the session followed according to the IFU (Instruction for use)? Yes or No

1:03 pm

Yes

Thank you. We will send you a sensor replacement. By the way, I’m not sure if you have been informed about this before, but the sensor error usually happens when the sensor is not able to read the glucose levels properly. It goes to a temporary state while it tries to correct the issue. It may be because the sensor wire shifted in the insertion site due to the sensor being bumped or compressed or if the sensor is not able to track a rapidly rising or falling glucose levels.

1:04 pm

Make sure to always use his abdomen for the safety and effectiveness of the device.

1:04 pm

I understand how important this is for your child. Let me take care of the replacement for you right away.

1:04 pm

Can you please tell me your current shipping address?

1:04 pm

1:05 pm

Yes, we’ve been doing this a decade so we’re familiar. Most work fine, this one didn’t.

1:05 pm

Thank you. How many unopened sensors do you have remaining?

1:05 pm

1:05 pm

That box is empty. No more from that box. Just opened a new box for the new sensor he has on now.

So 3 sensors, right?

1:06 pm

A new box comes with 3, correct? lol

1:06 pm

Yes, 3

Thank you. Once again, I apologize for any inconvenience this may have caused you. We will send you a sensor replacement. Your shipment should arrive within 5-7 business days. You will also receive email notifications for the replacement order and tracking information. Is there anything else I can help you with today?

1:06 pm

1:07 pm

Sucks that a simple form we used to be able to fill out (30 seconds) has turned into a 15 minute inquisition. But ty for your time and attention and I’ll be looking forward to getting that replacement given the crazy costs of our healthcare these days.

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2

I have not done an on-line request recently.

Is the form no longer available? Do they make you do chat now?

On chat, I guess we don’t know if it’s a person. On the phone you can still tell. (At least for a while longer! :grimacing: )

3

The form no longer works…not even accessible. I had it saved as a favorite. Same with the overpatch form

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4

Are you going to the app and having it log you into your dexcom account ?? Much much easier process.

I just requested a new sensor this morning for a G7 one that would not pair on the phone app. It is a new form on the app but it was actually way faster than before the update. My personal info was entered in automatically from my Dexcom ID.

When you are in your G7 app you click on Contact. Then click on log in for better experience. Then log in with in your username and password. Then hit Get Product Support.

I just had to fill in maybe 5 or 6 of the usual questions.

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5

The Dexcom G6 app? I logged into the Dexcom website, so I was logged in. I’ll check out the app in that case if you can request in under 5 min…

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Sorry I’m not sure about the process on the G6 app. I’m on G7. Hopefully it’s as easy. It was actually less than 2 minutes.

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7

Does anyone know why they ask the patient weight each time? It seems odd to me, I am fine giving it but I always wonder. I did ask the agent once what their weight was, I did not get a response. I was contemplating giving fictitious numbers. Like 1,723 pounds, or 204.658134560921

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I actually asked why they wanted to know my weight last time I had to call in (I don’t think I had been asked for it before? It was jarring!) and they said “for research purposes.” I said I wasn’t comfortable providing that information and they just moved onto the next question.

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I found that question very odd as well.

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Oh I liked my idea of asking for theirs better. Next time I do, I will tell them it is for research purposes. LOL

rick

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11

I suspect you can’t bookmark the right page; they change the web every day. I can still navigate to the “form” from the portal (just tried). It’s tedious but it is the only way in today’s modern web; we’re simply outnumbered by the designers!

I’ve only tried accessing the “form” (it’s really just another set of twisty web pages all alike…) after logging in (I press a couple of otherwise innocent wild flowers first, just to reset my chi, still love the stihl.)

It’s entirely possible that they have blackballed your account to send you to chat.

I think it’s more likely that they are swamped by the simple fact that the G7-15 does not last 15 days; something of a conundrum for Dexcom. They sold the G7-10 (or, for that matter, the G6-10) and it worked pretty much 19 times out of 20 but now they are selling something that works only 3 times out of 4. They might be swamped, I hope.

I hope we haven’t given up; just keep on marching, it may be the pit of despair but we will pile up enough dead Dexcom sensor corpses to get out of it if we just keep reporting them.

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I know the abdomen is the only approved insertion point for the G6 in adults. I have been using the G6 since it was introduced and at first only inserted in the abdomen. During those years it was not uncommon to have a failure around day 8; I had a good number of them replaced. Then one day I decided to use back of upper arm. My sensor failures stopped for the most part with this one change.

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It’s all we’ve ever used for Liam with probably over 95% success rate

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14

Welcome to our family.

I suffered the 7-8 day issue with the G6, I got better results on the upper arm, better not perfect.

With the G7 I have always used the tricept area of the the arm with very good results. I like everyone had the gooseneck problem, but other than thatI get 10.5 days out of every sensor.

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15

It is odd you had to do this - I just logged in to the Dexcom website to see if I could submit a request, and it looks like it is still possible to do via the form - I didn’t go any further than this though:

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The reason I started a customer service chat is that the form asked for a SN which I didn’t know and sensors don’t have that. Someone here pointed out that the SN they are talking about is for the transmitter.

I’ll try the form next time with this info.

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17

Oops, completely missed that - sorry, and sorry it was such a pain (good for you for telling them that though). Over the past few years I’ve gotten in the habit of saving the inserter and box from one sensor until the minute I place a new sensor, especially since they need so much info!

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I take pictures every time just Incase i need it

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@ClaudnDaye I take pictures too, just made it part of the process of changing a pod or CGM sensor, adds maybe 15 seconds to the process. Just snap a picture of the back of a pod (the tyvek like paper tear off); for G7 I take pics of both ends of the box and the printed side of the applicator (probably some duplication there). It’s not like I don’t have my phone with me. Once in a while, I go in and delete the old pics of the stuff. Cheap, effective, and useful backup, with no physical storage of packaging or old devices. But if what you’re using works, that what counts!

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For fun when they ask where you are wearing it say forehead and listen to them churn around in their seat. It is way to funny. When they ask what you said, say you misunderstood. It is so funny. I love having fun like that.

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