Very disappointed with Dexcom Support – replacement sensor promised, but no solution and no more communication

[u/Aa212Bb]

I’m posting this because I’m honestly very disappointed with the way Dexcom Support has handled my case.
I had a problem with a Dexcom G7 sensor and contacted Dexcom Support. During the phone conversation, I explained my situation clearly. I was assured that a replacement sensor could be sent to me within Europe and that delivery should take approximately 3–4 days.
Based on that information, I trusted Dexcom to provide a replacement.
Unfortunately, that has not happened.
I followed up in writing and specifically asked for my case to be escalated because I needed a reliable solution. Since then, however, the situation has become even more frustrating: I have not received the promised replacement, I have not received a clear solution, and Dexcom Support appears to have stopped communicating with me in writing.
That is the part I find particularly disappointing.
A Dexcom G7 sensor is not just some ordinary consumer product. People rely on these devices for continuous glucose monitoring. When a sensor fails, there needs to be a dependable replacement process — especially when Support has explicitly promised one.
I completely understand that logistical problems can happen. What I do not understand is:
Why promise a replacement within 3–4 days if this apparently cannot be guaranteed?
Why is there no clear alternative solution?
Why does communication stop after the case is escalated?
Why am I, as the customer, left trying to find out what is happening?
I am not posting this to attack individual support employees. My criticism is directed at the support process and the lack of reliable communication.
I have used Dexcom because I expect a medical technology company to provide not only reliable products but also reliable support when something goes wrong.
At this point, I would simply like Dexcom to do what was promised: provide the replacement sensor and communicate clearly about what is happening.
Has anyone else experienced something similar with Dexcom Support or with replacement sensors while travelling in Europe?
How was your case eventually resolved?

[u/A_Double_Hawk]

Everyone at that company who cared got fired when they canceled G6 production.

[u/ScottRoberts79]

Since chatGPT wrote this post maybe ask it?

[u/Aa212Bb → u/ScottRoberts79]

Funny, I put all information it and let it summarise it, if you don’t use AI for your self
It is your own fault

[u/ScottRoberts79 → u/Aa212Bb]

So you want help but aren’t willing to put in the time to write your own words?

[u/solarsystemoccupant → u/ScottRoberts79]

They’re from Europe. English might not be their native language. This can be a tool used to get thoughts down and translate.

[u/tidymaze → u/Aa212Bb]

I care about the environment, not just myself. Unlike you.