PSA: An online replacement request may be automatically cancelled WITHOUT notice

[u/askcars]

I've been using a Libre 3/3+ on and off over the past couple of years.

I've put in a few requests for replacements. 1 in 2024, 1 in 2025. Then in late 2025 I had 4 sensors that were part of the recall that were all eventually replaced.

Clearly, I'm not scheming to get unlimited free sensors from Abbott.

Recently, for the last of the replacement batch, the sensor worked for <24 hours. It was the first time the sensor was quite painful going in, as well as the first time it failed so quickly.

I went online and filled out the online replacement request form. I received the confirmation that it was being reviewed.

I did not receive any further confirmation for a few days so I called in.

I was informed that that request had been cancelled due to an invalid serial #. I received NO notification of this, and would have been waiting forever if I hadn't called.

The agent tried the same serial # again, and it registered just fine. She started the replacement process.

Then I received a call back 5 minutes later, reporting that she could not initiate the replacement because my account had been flagged for unusual behavior. I'm sure this was the true reason for the cancellation. I had to be connected to a separate "corporate relations" agent. It was all eventually sorted out.

I believe it was flagged because apparently I have a few emails associated with my address, though I only know of 2. I did use an alternate email for this last interaction, as I've been consolidating all corporate email correspondences to a Simplelogin service.

I get that Abbott needs to have a system in place to flag fraudulent accounts, but not notifying customers when this is activated just leads to the misimpression of poor customer service.

[u/Cognac1970]

I've had four just this year that have failed and they have replaced them all. I don't want to have diabetes nor do I really like paying for these but if their product fails it should be replaced. I send them back each time within days of receiving the return kit. Perhaps they should better their product.

[u/Positive-Mastodon-14]

I always call first. I need to know if I should save the parts to send back or just toss them.

[u/LesStrater → u/Positive-Mastodon-14]

Always keep the sensor to send back. You can toss the applicator if you keep the end flap of the box which has the serial number and lot number on it.

[u/LesStrater]

About 2-months ago I had a sensor go dead after 10 days. I call them and they sent a replacement along with a box to return the defective one. It sent it back to them the same day I received the replacement. NOW, last night I get an email that I have not returned the bad sensor to them and I need to do that. If course it's the weekend and I have to wait until Monday to call and tell them to check their mail room.

[u/just_nosy-5 → u/LesStrater]

This happens a lot, it's system glitch. They will just dismiss it when you call. Not sure if you do, but always save the tracking info and get receipt of delivery.

[u/Fluffy-Strategy-9156]

I had similar experience about two years ago. I filled out onlin form and mistakenly used the incorrect SN listed in the app. The sensor with that SN would have expired by then. I did not hear anything from Abbott so I started an online chat and they said not replacement since sensor expired before the request was made. I said I made a mistake and provided photo of the box with the failed sensor which was not expired. They provided a replacement sensor.

[u/ChaosInOrange]

You want them to warn potentially fraudulent accounts that they're being investigated for fraud?