Jeffrey Lang
Tucson, AZMember since May 2018

Reviews (1)

    • May 10, 2018
    • Verified Reviewer

    Dexcom G6

    Failed customer service and client communication

    Overall Experience:

    While Dexcom continuous glucose monitoring devices work well as advertised, the company fails miserably at timely and accurate customer service and delivery.

    After making timely shipments of scheduled disposable Dexcom sensors and transmitters, and despite having an unexpired physicians prescription on file and acknowledge by Dexcom as being current, Dexcom accepted an order for replacement transmitters promising immediate shipment, then failed to deliver as promised. No notice as to any exception was communicated by Dexcom as to any problem with the order.

    Upon contacting Dexcom Customer Service directly, I was told that the order was on hold "pending review." When I asked what was being reviewed, and why was I not notified of any issue, the response was that something was amiss with my previously acknowledged, verified prescription against which Dexcom had made multiple shipments without issue, was now being questioned.

    On my third follow up call with Customer Service, I was notified that Dexcom required a new prescription. I immediately contacted my physician, and the requested new prescription was delivered via fax as prescribed by Dexcom to Dexcom. Upon my fourth contact with Customer Service, I notified Customer Service of the prescription delivery, and was told that prescriptions were reviewed manually before being entered to their "system," and this process could take up to 48 hours. I then notified Dexcom Customer Service for the third time that their delay in order processing and failure to notify their customer (me) had resulted in my being without the use of my Dexcom glucose monitor for almost one week.

    Here is what I suspect is the truth. Dexcom is now in the process of transitioning to a new "G6" device, and they failed to properly forecast demand for G5 device replacements during the transition phase of the new product release (which will replace the G5). Rather than clearly communicate this to Dexcom customers, they are playing games with delayed delivery scripted replies. Even if my supposition is not completely true, the actions taken by Dexcom in their failure to provide timely service and communication to their dependent client is unforgivable. CGM devices are health monitoring, and in fact, life-protecting devices. Failing to provide timely delivery and/or services threatens the well being of Dexcom patients/customers.

    There are other equal or superior CGM devices available, and I will certainly explore these alternatives as a replacement for the devices offered by Dexcom.

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

    7 people found it helpful

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