Dexcom

Absolutely disgusting customer service and quality control! I have gone through 3 failed sensors and I begged for expedited shipping but they refuse to ship or have FedEx deliver on weekends! I asked for a supervisor and they refused. The G7 is a disastrous and unreliable product line, it drains my Tandem X2 insulin pumps battery and the adhesive only lasts 12 hours.

Dear CEO Kevin R. Sayer, I recently visited your website and was inspired by your vision: "I want to create a world where CGM is the first tool in treating diabetes." However, my experience with replacing one of your products has been deeply disappointing and confusing. On September 21, 2024, I placed a self-paid order (#US83869ST) for your STELO product, which cost $97.23. Upon arrival, one of the devices was defective. I promptly submitted a claim and followed up with detailed information and images as requested. The response I received was unsatisfactory and directed me to call a phone number. During my first call, the agent apologized for the delay, citing issues with account verification. She promised an expedited replacement and said I would receive an email with tracking information. Days passed without any follow-up or delivery. When I called again, I was told that STELO does not provide phone support and that all matters are handled via email only. This contradicted my previous interaction and left me without a clear path forward. Addendum: To further complicate matters, a Dexcom G7 device has now arrived at my address. This development indicates that your various teams are operating without proper coordination or understanding of customer accounts. Despite claiming to review my account before responding, they seem to lack crucial information about my order and the actions taken by other departments. Mr. Sayer, the disconnect between your company's vision and its customer service is alarming. As the CEO, I urge you to address these systemic issues immediately. Your customers deserve better than conflicting information, unresolved claims, and a lack of accountability. If Dexcom truly aims to revolutionize diabetes treatment, it must first revolutionize its approach to customer care and internal communication. The integrity of your mission and the trust of your customers hang in the balance. My original urgency in replacing the defective device was to have a functional unit before departing on a long journey. Given the confusion surrounding my case and the unexpected arrival of a different product, I request your personal attention to rectify this situation. Please ensure that your team reviews my account thoroughly and provides me with the correct replacement for my original STELO order. Your immediate action on this matter would demonstrate Dexcom's commitment to customer satisfaction and support for those managing diabetes. I look forward to your response and a resolution that aligns with the high standards your company claims to uphold.

BEWARE they have changed their policies on failed sensors and are now leaving diabetics without ways to have blood sugar readings when their devices fail. As a long time user I wad not notified of this new policy for their failed medical devices. Customer Service supervisor James was really rude and did not care. Refused to transfer me to another supervisor and told me I can call back but another supervisor is going to tell me the same thing.

The high rate of failure on G7 sensors is unacceptable. The company replaces sensors but I have to call and spend a significant amount of time explaining the issues with their products.

Initially, The overpatch on the g7 did not work well. One time in the swimming pool (not even swimming) and the sensor started to fall off. I’m tempted to go back to the g6. Update Jan, 2024: For whatever reason, I’ve not had any more big issues with the overpatch staying on. You have to be very careful putting it on or it gets all buggared up. I’m wondering if you can get extra ones like with the g6. The g7 seems to calibrate a little better than the g6. I still have some issues with the patch staying on if I sweat a lot.