Dexcom G7 - Contacting Dexcom

Dexcom G7 - Contacting Dexcom

This page is not giving you medical advice or treatment advice, and that is very much on purpose! I am not a medical professional, and even if I were, I don’t know your personal circumstances. If you need medical advice, consult your physician! If, at any time, you have reason to doubt your G7 readings, use one or more finger-stick measurements to confirm your G7 readings. Base your treatment decisions (bolus, etc.) on the finger stick reading, and in accordance with your physician’s instructions.

For users with an insulin pump controlled by the G7: Until you have reached a full understanding of your G7’s behavior and when, in your particular case, its readings can be trusted, you may need to double-check, as frequently as necessary to give you confidence, with finger stick readings. Read the page on reading comparisons for important information on interpreting the differences.

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Dexcom G7 - Contacting Dexcom

Dexcom will generally replace a sensor if it fails to run for the expected 10 days (or 15 for the newer version). It will also replace if there is a failure during insertion, unless they consider it user error (which involves subjective judgment). A gooseneck is a perfect example of that, with no doubt.

Below I may describe contacting Dexcom support. Sometimes you would do this just to request a replacement sensor, knowing it will be honored (see more on that later). In such cases you can use the online form, or you can do the same from inside the application.

Contact procedure

The procedure is outlined in the flowchart below.

---
config:
      theme: redux
---
flowchart TD
    CustomerService(["Customer Service"]) --> Request
    Request{"What are you requesting?"}
        Request -- Replacement --> Ready
        Request -- Extra Overpatches --> OverPatchForm

    Ready["Have serial # ready"] --> Decide
        
    Decide{"Sure you will get a replacement?"}
        Decide -- No --> CSContact
        Decide -- Yes --> CSForm

    CSContact["Customer Service<br>Phone call or Chat"] --> Hurry
    CSForm["Request Replacement via<br>Web, or Application Form"] --> Failure
    OverPatchForm("Request extra over patches via Web") --> End

    ReplacementForm["You should receive a replacement"] --> NS
    CourtesyForm["You may receive a courtesy replacement"] --> NS
    
    End(["End"])
    
    Failure{"What is the reason?"}
        Failure -- Sensor Came Off --> CourtesyForm
        Failure -- Gooseneck, or<br>Replace Sensor Message, or<br>Stopped before 10 days + grace period --> ReplacementForm

    Resolution{"Were you promised a replacement?"}
        Resolution -- No --> NS
        Resolution -- Yes --> SAVE --> NS
    
    Hurry{"Do you need<br>replacement fast?"}
        Hurry -- No --> Resolution
        Hurry -- Yes --> Voucher --> Resolution
    
    Voucher["Ask for a pharmacy voucher"]

    SAVE["Save sensor, applicator,<br>and box for<br>possible return"]
    NS["Insert New Sensor:<br>Save Information"] --> End

If you cannot answer the “What is the reason” question according to the options shown, you should contact customer service, rather than just submitting the form, because they may need more information, or you need to plead your case.

An important thing to notice is that when you call or chat with a representative, you can explain that you need a replacement fast (perhaps you are out of sensors and it is too early to refill your Rx). They can issue you a voucher via email, instead of shipping you a replacement. You can take that to a local pharmacy to get a free replacement quickly.

I have heard anecdotes from people who used the voucher that their pharmacy entered the transaction incorrectly, and that only one sensor was registered against their Rx, causing the next refill to contain one less. You may need to talk to them to treat this as a cash, no insurance, transaction.

Courtesy replacements

As you might have noticed, under certain circumstances in which Dexcom determines they are not at fault, they may still offer you a free replacement, but it will be classified as a “courtesy replacement.” They will only grant you one, however, if in the last 12 months you have received two or less such courtesy replacements.

You may want to keep a log of all your replacements (date + type of replacement), or at least your courtesy replacements, so you can determine in advance whether you are eligible for one. If they determine this incorrectly, you have data to defend yourself.