Dexcom G6

I actually love my CGM. It has changed my life. However, getting in touch with customer service, ordering supplies or getting your supplies from the company is horrible and disastrous. They do not allow you to order online. You can't reach a live person ever and they always have to call you back. I have not received my order for this month and have been without supplies for almost two weeks. I have been hung up on twice since Monday and they still have not "approved" my order with their internal documentation department even though my insurance company has already approved it. My provider has called and tried to contact the local rep to no avail. If I could use another company I would, but they are the contracted company for my insurance.

Bottom Line: No, I would not recommend this to a friend

Please don't buy this system, it is useless. And so is their customer service. Stay away from this, stay far away. I would rather prick my finger a 100 times than deal with this.

Length of Use: Less than 3 months

Bottom Line: No, I would not recommend this to a friend

No major complaints about the product, but dealing with anyone at Dexcom is the worse! They are polite and all but NO RESULTS, and it’s like talking to a black hole. 6.5 week’s from the first time I called to place an order and still the supplies haven’t been shipped. Even if you get to the point of “your order is being processed and getting ready for shipping,” it will still take forever. Doesn’t matter that you are “priority,” still no real rush or results. I’ve been calling every day for the past 10 days and have waited over an hour at times. Doesn’t matter how good the product is, it’s not worth the headache or stress. I’ll be looking for a different company that deals better with their customer.

Bottom Line: No, I would not recommend this to a friend

I have gone through the run around with this company many times, but my most recent experience has been the worst by far.

I called to reorder my supplies three weeks ago. They said I had a zero copay and then confirmed my address numerous times. I hadn’t heard or seen my supplies delivered after a week. I called again to check the status. I was informed that they were delivered (that was a lie).

The gentleman then read me the shipping address which was confirmed numerous times previously. They shipped my supplies to someplace in San Diego. I’ve never lived in California so how they messed that up so badly is astounding. I was told it would be corrected but is now on backorder. Oh and now they’re charging me $150 because magically I have a copay now.

I told them I wanted to speak to a supervisor immediately and was given an email address...Never heard back from them or anyone else in the company. I called again this morning to find out what was going on. Still magically owe a copay, and they’re still on back order.

They are in the business of supplying one product and one product only, and they’re out of them. How is that even possible? They’ve been on a 10-day backorder for the past 30 days, complete garbage. I still haven’t heard from a supervisor or even an apology. If my insurance would cover a different CGM, I would tell this company to piss off.

Bottom Line: No, I would not recommend this to a friend

It took Dexcom over 4 months to process my order even though they already had approval and documentation from my insurance company and physician. They sent the wrong system. They lie about everything, and when you try to order your replacement transmitter, I wish you all the luck in the world getting it.

I have been trying for over a week to get the order placed, and after several hours and three phone calls, they still have not placed the order. Then they hang up on you.

All they care about is taking your money, not the patient. They lie about insurance coverage and refuse to transfer you to a supervisor when they can’t or won’t process your orders.

Horrible company, and good luck reaching someone that speaks understandable English.

Bottom Line: No, I would not recommend this to a friend

There really should be a zero star rating because Dexcom has truly earned it! If you can avoid customer service altogether, I would give it three stars, but unfortunately, you can't. If this company supplied Aspirin or Band-Aids, they would've gone out of business years ago, but they supply potential life-saving devices and handle it with the utmost disregard for all customers. The wait time just to talk to someone can take up to forty minutes, and if you leave a call back number in which they promise to get back to you in thirty minutes, you will be lucky to ever hear back. Once you finally do get connected and transferred several times waiting even longer for someone to pick up, you will find out nothing, or worse, a completely false story.

Days and weeks later when you don't receive your life-saving supplies, you can go through the entire process again. You constantly get email reminders of upcoming prescriptions needing your doctor's approval, or you need to update your payment method, and when you call you will be told to just disregard the emails. If you try to order anything online, you will find that there is almost always a problem and additional information needed and your back to calling.

I've been a Type 1 Diabetic for 36 years and I have never had to work with such a completely inept, insufficient and unequipped organization. I have found the device somewhat helpful but will no longer continue to order supplies because you can't count on anything they say or do. If you decide to order anything from them, don't say I didn't warn you!

Bottom Line: No, I would not recommend this to a friend

I have been using the g5 for about a year and a half. Whenever I need to reorder, there has never been a smooth reorder experience. The hoops and hurdles that I and my doctor have to jump through just to get a reorder of the same product for a condition that is incurable is INSANE. It usually takes MONTHS before I receive my order and I am without that entire time. Imagine how infuriating it is when they send you the wrong product and then you have to go through the whole process all over again because the auth they got was for that incorrect product?! Customer service is an absolute nightmare - I have yet to speak with a competent person. I keep telling them I don't want to switch to g6 yet as I have boxes of g4/5 sensors at home I want to use up first and they always get it wrong, even after reassuring me that they are getting the authorization and reorder info for the g5. Now I'm stuck, unable to order more transmitters because of a balance that I cannot view, even though I was told by the rep that I can see the invoice online. I'm ready to give up and look at other alternatives. I never had a problem with Medtronic, I only switched because I went with an Omnipod pump and was told that Dexcom goes with them. I wish I never gave this company my business. They are awful and not worth the frustration!

Bottom Line: No, I would not recommend this to a friend

The DEXCOM transmitter is a bit bulbous but the systems as a whole are great. What takes away from the DEXCOM systems is their support service. Their service center is a shared call center in the Philippines. When you call you are put on hold almost immediately. The hold times last until the line drops. If you are fortunate enough to actually speak to someone they are difficult to understand and painfully courteous. Understanding they are merely the messengers, it is difficult to have them understand and respond to the urgency of the call. Since MEDICARE is a prime payer for thier products I contacted them for assistance in getting the supplies I required and rely on. They too have experienced the less woefully poor support. In the end my supplies are guaranteed to arrive a week after my last set expire. I'm looking for a more responsive state side supplier.

Bottom Line: No, I would not recommend this to a friend

You're lucky if you receive data on your phone from the G5 transmitter for more than a couple of hours. It does not sync via Bluetooth; always shows "not connected" and the application always shows "???". I have had several sensors replaced by Dexcom but the end result is always the same.

I cannot wait for the Senseonic Eversense to make it to the Canadian market. The sensor is good for 6 months and is implanted under the skin in about 5 minutes.

Bottom Line: No, I would not recommend this to a friend

When the CGM works it’s a great product. When it doesn’t work it’s frustrating and potentially dangerous.

Way too many communication failures. Sometimes wait 30-45 minutes, sometimes it’s a sensor failure. I had 2 sensor failures yesterday.

Also, frequent inaccurate readings. Sometimes up to 100 points higher than from an actual finger stick. My CGM showed a reading of over 180 the other night. The actual bg count was 88. If I actually trusted the CG5 I would either be in the hospital or dead. No excuse for this.

Other than shipping out replacement sensors, customer support is basically useless. Lots of time asking questions but no resolution to problems other than sending additional sensors.

To make things worse, my transmitter has about 1 more week to go and my distributor told me that they have not received any shipments. So it won’t matter if the senors are inaccurate since the transmitter won’t work.

There are other CGM systems. I recommend you investigate them before ordering from Dexcom.

Bottom Line: No, I would not recommend this to a friend

Worst customer service imaginable. No follow-up. If you place an order for supplies, be prepared for (i) lengthy delays, often with no order shipped often until your 2nd, 3rd or 4th call; (ii) broken promises regarding shipment dates, and (iii) totally non-responsive customer service. FYI…even the SUPERVISOR’S promise (my FOURTH call) to ship "by tomorrow" was broken. Long-standing backlog on inventory causes lengthy delays between order and shipment, but the company has done nothing to come up with a solution. A billion-dollar company like Dexcom could increase manufacturing if it cared, but it obviously does not. It sells all it can make and has no competition. This is what happens when consumers have no real choice and is a perfect example of the ugly side of patent protection. Unless you have hypoglycemic insensitivity (like most potential Dexcom users) go with Libre instead of Dexcom!

Bottom Line: No, I would not recommend this to a friend