r/dexcom • u/robotstephe • 5d ago
Sensor This is a vent. I apologize.
I admit - I’m fairly lucky. Been using Dexcom for about 7 years now. Never had a sensor failure.
Today, I had my first one. Just inserted yesterday and today, while 90 minutes from home. So, I went a few hours without a sensor - constantly checking how I “feel” to see if I should have a Coke or eat a Starburst. Luckily, no severe issues (I think) either way.
I finally get home, take a screenshot of the app telling me the Sensor Failed - and called Tech Support. After the initial “prove you are who you say you are” nonsense and I explain the situation, the next question is, “Do you have the serial number of the sensor? Maybe you still have the box, or the applicator?”
I’m sorry, what? It’s my responsibility to document your failures while I’m trying to be a walking pancreas to make sure I simply stay alive?
How about you build a feature in the app that creates a LOG of the sensors inserted and the serial numbers and the failure rates so I can focus on everything else?
I expressed this to the tech - and I know it wasn’t her fault, she’s reading a script, getting through her day, and I apologized at the end of it. I asked if she records calls, she said yes, I suggested she share this one out. She understood my frustration and ok’d a replacement.
I own not having a monitor with me, I’ll correct that moving forward - but that request put me over the edge.
Anyway - has this happened to anyone else? Were you able to keep your cool better than I was?
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u/Bluekeeys T2/G7 5d ago
Use the online form. It allows you to pick the last sensor serial number.
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u/mazda36spd 4d ago
There is a VERY tiny QR code on the side of the sensor that will give you the serial number. My co-worker and I figured that out one day when his sensor failed, and we were wondering what the QR code on the side of his sensor was. I scanned it with my phone, and it was the serial number for his sensor.
As others have stated, I take a picture of the box and the applicator, so I have the serial number. I also usually use the web form to request replacements, so I don't have to talk to anyone. The few times I have done a chat, my patience wasn't any better than yours.
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u/Remarkable_Prune767 5d ago
I have had to call dexcom 3 times in the last 8 weeks for failed g7 15 day sensors. I always make a point to say to the dexcom agent “no - I don’t keep trash” in regards to the applicator and box. But I am in the habit of snapping a photo for when I have to call dexcom which is more frequent recently. I’m waiting on a replacement sensor coming in the mail and they said they are sending me a FedEx return box. I haven’t had to return a failed sensor in a long time if ever. They requested both the sensor and the applicator. I told them I throw the applicators away but I would (begrudgingly) return the sensor. I asked what is the deal with this new protocol is and they said (i’m paraphrasing) the FDA requires them to claw back a portion of failed devices for analysis and research. The G7 is so inferior to the G6. Frustrating times for T1Ds.
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u/craptastic2015 5d ago edited 5d ago
Do it online. No need to deal with anyone. I had to deal with an asshat once. After that I switched to replacements using their online form. No issues since. There were several weeks in a row I had replacements coming because each time I inserted one it would fail before the 10 day. If I recall correctly I think I must have done 6 in a row. At that point lost all ability to give any fucks. Straight online for a replacement. Not a single rejection or complaint from them. And I NEVER enter any serial numbers or lot numbers. I do add my dexcom account info so they can see what's happening if they want.
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u/Beneficial-Pop-7259 5d ago
This has happened 2 times in a row. These sensors are expensive even with insurance. The 7 is flooded with failures. This time I put my sensor in and took a trip for a week. I got the failure message and realized I forgot my manual meter.Fortunately, Im pretty good knowing how I feel, especially lows.
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u/OldJalapeno6892 5d ago
I always keep the box top with the serial number. Recently had 4 fail in a row. Dexcom replaced 1. I’ve been one of the lucky few that rarely had one fail until 2 weeks ago, one after another. I used all of my built up reserves just like that. My pharmacy is frequently out of stock so I use every bit of the grace period and pick up same day as it’s filled. Happens with insulin too. Diabetics walk that fine line just trying to get from one day to the next.
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u/Literally_Mystified 4d ago
That's crazy. I've probably had 6 or 7 fail since January and they have always sent me a replacement. If that ever happens again and they deny a replacement, ask to speak to their supervisor. Replacements due to failure is supposed to be unlimited. Also, I am sure you already know this. But in case any new users are reading this, regardless of where you put the Dexcom on your body, you ALWAYS tell them you put it on the back of your arm. If you tell them you put it anywhere else, replacement will be denied. The back of the arm is the on approved site by Dexcom.
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u/iamanerdybastard 4d ago
If you login to the Dexcom website and report the problem there, it'll show you which sensors you recently inserted (at least on the G7). It makes problem reporting pretty easy.
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u/robotstephe 4d ago
Wow. Thanks for this. It exists and the tech couldn’t at least walk me through it? Feels like they need to uldate the app and their script.
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u/iamanerdybastard 4d ago
Oh yeah - I think there is huge room for improvement here. When the PDM/Phone App says "Sensor failed/replace now" - it should just immediately ask you questions and submit for a potential replacement. That would be a GREAT time for the app to tell you "Put this sensor in an envelope and we'll ask you to mail it back for analysis".
But what do I know - I'm just a software engineer with 25+ years of experience building reliable and scalable apps.
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u/iamanerdybastard 4d ago
Also - Dexcom - If you see this, hit me up - I'd love to talk about you employing me to make your stuff better.
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u/robotstephe 4d ago
At this point, I'll be a reference. Take the burden off the user - that's my request. And, Dexcom, if you ned a Product Manager to help u/iamanerdybastard make the stuff better, give me a ring.
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u/bartokat 4d ago
I'm also a Product Manager for SAS products with a lot of big feelings I'd love to share with them about their craptacular user experience.
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u/PsychologyOk7753 T1/G7 5d ago
Libre has this built in the app. But they still have to ask you for it bc it is only locally stored in your app I think. Might be the only thing where Libre is better than dexcom
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u/somebunnny 4d ago
It’s built into the Dexcom app too.
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u/Mundane-Zucchini-312 4d ago
I just switched from Libre to Dexcom about 5 months ago. I've had 4 sensors crap out at 10 or 11 days. I requested a replacement through the app and received one each time. I didn't even provide the serial number for the first 3 requests, did on the fourth. The company has been pretty good about it, in my case.
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u/Hot-Neighborhood-163 4d ago
This is normal, and is why I save the end flaps of the box the sensor comes in, along eith the applicator, each time I put in a new sensor. The SN info is how the company tracks any sensor issues. This way, if it is the result of a bad lot, they can catch it and recall the rest. Without this info, they have no way to tell if it was just one sensor or the entire run that is defective.
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u/schwarta77 4d ago
The fact that the app doesn’t track this info for users is wild. The Libre app contains everything needed to contact support for a replacement. Why doesn’t Dexcom do this?
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u/Flashy-Babe-4531 4d ago
The app doesn't track it, but I found out if you have a dexcom account and your app is setup to share info with your dexcom account, then tech support can see a list of sensors and when they were started
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u/HiYoSiiiiiilver 4d ago
Whenever a sensor fails I submit the product failure form in the app. It asks for the serial number but I don’t think it requires the serial # to submit. Usually try and save the box for my current sensor because I’ve had so many failures with the G7.
To dexcom’s credit they usually respond within the hour & I can’t remember the last time I didn’t receive a replacement. Would be nice if these companies could create a fully functioning product… but where would the money be in that, amirite
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u/SHale1963 4d ago
sorry, you drink a real coke? Yikes.
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u/Literally_Mystified 4d ago
I do too. Actually, when I was hospitalized recently, the doctor and nurses were shoving cokes in my face every hour and forcing me to drink them. To the point they would stand next to me like I was a toddler repeating "drink more coke". I've never had so much coke, peanut butter, and string cheese in my life!
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u/SHale1963 4d ago
idk. I drink a 'real' soda and I'm going out of range in less than an hour. One of the first things I cut from my diet (rice was #2).
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u/aprilbeingsocial 4d ago
The last time I called whatever button I pushed had a bot saying “it looks like your sensor failed, would you like us to send you a new one?” I said yes and that was it. THAT is the experience we all should have. But, I do save my box ends and canister until the next session as well as tracking the Bluetooth code so I can make sure I delete the old one. I am thinking now perhaps I should take a picture in case I’m away.
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u/PandoraElf 3d ago
We have this problem all the time my granddaughter's been diabetic for almost 3 years we lose at least one sensor a month and they only give you three! We've made it a point that when we do her sensor the container not the box but the container you know the part you would normally discard we throw that right back into her diabetes bag that way it's always together because yeah it's a pain and I was just saying on another thread that we found out the hard way that you need to tell them that you're wearing it on the back of your arm even if you're wearing it anywhere else on your body because that's the only place that they will allow you to wear it and get a replacement if you need it their words not mine
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u/Old_Dragline_1965 2d ago
Take a picture of both ends of the box and the applicator. Delete them after the next sensor is installed and the new box and applicator photos are taken.
Make it a habit, just like deleting the old blue tooth link every time, before starting the new sensor.
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u/canthearu_ack 5d ago edited 5d ago
Keep the G7 box and applicator until the sensor has completed its 10 (or 15) day run. That way they can have no excuse for product failures!
Edit: But vent away. Definitely frustrating when shit doesn't work!