Dexcom G6

I received a CGM from them G5 and it was great, after 2 months the company that supplied me the sensors stopped communicating with me, I can't order any more sensors. I call and get disconnected, their web login doesnt work, I call, they don't return phone calls.

I write Dexcom about the problem and they don't answer email either. I am stuck with something I cant use.

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

I have had nothing but terrible customer service with Dexcom, the past two times we have needed sensors, they tell me we will get those sent out and after a couple of days of not receiving an email that the order was placed or shipped, I call and they tell me oh, the sensors are on back order. It is a constant problem with them and something needs to be done as the person that needs the sensors now has to go without their Dexcom because they can't seem to keep up with the demand. THIS IS UNACCEPTABLE.

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

The Dexcom G6 is a really good product. It is, to a great extent, accurate and convenient to have readings every 5 minutes without any calibration. However, their customer service is extremely bad, the worst I have ever experienced.

First of all, you have to wait way too long to get to speak to a representative. They messed up my billing and it took them 9 months to refund me, 9 months of struggle to get a correct or accurate answer as to what was going on! They are not consistent in what they say. They messed up my order and kept giving me inaccurate information while switching from G5 to G6. One person would say I am not eligible for the upgrade and the other would say it is shipping. Then when I needed a refill, one person said they are one week late in shipping, next week I was told it will ship no later than November 6, he kept repeating "at the latest," and now they say they have 10 business days delay in shipping.

This is the WORST. I will be moving to another CGM for better service.

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

My girlfriend Lyndsay and I are no longer together. I set-up a delivery for sensors for the G5, so having completely forgotten they would send them, they arrived this week.

I called Customer Support (very unsupportive in my view), who stated that sensors cannot be returned, even unopened! Apparently this is part of their initial contract when you set-up deliveries, and yet the Packing List states that "no partial or opened products can be accepted for return" - so why do they state this on a shipment of sensors if sensors cannot be returned?

Appalling, and I would NEVER recommend this company to anybody.

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

Dexcom has always been great. Until they just charge your card out of nowhere, never even send you an invoice after, and just pick what dollar amount to charge you regardless of what your insurance says to pay. Then when you call, they just say too bad. I am completely flabbergasted. I have never had worse service from a company. I definitely see how they make their money and it is definitely at the customer's expense.

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

I have been using Dexcom CGM meters since 2005, which started with the 7plus. The current systems that they have now are not as dependable. The G4 was the last CGM that was worth getting. The G5 had issues with the transmitter, which warranty handled. But all the previous models were solid with no sensor errors. Each time I call I am told different information, and they have to put me on hold because they have to double check. They then come back and tell me I am correct. I am not calling to hear their guesses on my question, I am calling to hear facts. Their bland little recital of responses make you feel not valued. Communication is horrible...

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

I had the G5, and being a type 1 diabetic for 41 years, I can tell you it's hardly ever accurate. They just stopped sending me my strips and sensors. No one called. I called three times, and every time I was told it would be delivered. I waited with no delivery. I called again and they told me to just call Medicare over some order of insurance. Whatever. I did and got it all sorted out. They promised I would get a call once I did. No call.

Then I just spoke to them again and I'm told something else is wrong. This has happened every time I tried the Dexcom, starting with G4 then 5. They have been irresponsible and have ruined how I get strips and no sensors now. I'm left with nothing. Absolutely horrible customer service. Beware, they might just stop sending yours, and you'll have no idea. Ridiculous.

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

This product is one of the biggest piece of crap in medical history. Its readings are always way off by 150 unite or more, causing the patient to take the wrong dose of insulin. If you call and ask for help, it is always the patient's fault it is not working. I've been using it for a few years. It used to be great. Now it’s just a joke.

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

I've elected to get a Dexcom recommended by my doctor. Lately, I've been getting calls from numbers showing on my phone from my old hometown. The rash of calls were threats that I owed the IRS back taxes, etc. I've also been getting calls from the FBI that I've committed crimes, etc. Now, Dexcom who has tried to get in touch with me, are using the same numbers as the shysters! Everytime they've called it's been a different number from my hometown. I've avoided picking up because of past experience. I finally called Eric from Dexcom back. He said it's their computer system. I won't do business with a company who doesn't have a legitimate phone number. I can't believe some executive at Dexcom elected to use this system. I guess the protection of their brand goes by the wayside lowlife technology.

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

I have a very poor opinion about Dexcom. Their inventory is very short. They take in a lot of customers in without the ability to provide supplies. I am waiting for two weeks to get a sensor which battery is expired. They do not care, they only care about how many customers they get. It's an extremely long time to wait to talk with either customer support or technical support. Receiver works poorly, in a sense that sometimes it notifies you about low/high sugar, but in the most cases, it is not. I called them several times about this, they can't fix the receiver. I will try Medtronic to see if they are any better.

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

It is Monday evening. My Dexcom CGM transmitter is telling me I need to replace my sensor in 3:16:02 hours. It will start setting off alarms periodically, counting down until my CGM quits working because I have no replacement sensors. I dread this and can do nothing about it.

It's the second time in a row that Dexcom has failed to provide me with sensors when I need them. From now on, each time I reorder, it will be with uncertainty - will Dexcom get it right THIS time?

I have just filed a formal complaint with Medicare.

I was so happy when Medicare finally approved the CGM as covered durable medical equipment. Almost immediately upon receiving my kit, it changed my life. Now I can avoid dangerous and unpredictable lows that were causing me to fear being alone or going too far from home. I feel more confident and independent - except when Dexcom fails to provide me with sensors and I am back to guessing insulin dosages off static periodic testing.

Right from the first, working with Dexcom was confusing. I would get redundant phone calls and emails when I didn't need help and no response or impossibly long waits on the phone when I did need it. Supplies come in elaborate and wasteful packaging way too large for what's inside - clearly no one at Dexcom cares about the environment! Even my billing was a mess - I never got any bills until after I had called and left emails numerous times an finally got my "reorder specialist" (who I didn't even know existed until a month ago) to refer my question to an account specialist.

My June 4, 2018 order was the first that was messed up. I ordered sensors online in plenty of time. A few days before my sensor ran out I received a large package that contained only a tiny box of test strips. Panicked, I called the next day and dealt with the long wait times, frustrating selection menus, etc. After several calls trying different menu options, I got through to someone who had no explanation for why I didn't have the sensors. She said she'd order some. For three business days. I pointed out I would be running out on Friday. After pressing her, she agreed to have them overnighted. Which didn't happen. So I had to call in a panic again on Friday when my sensor had stopped Thursday night. When I got through to someone, they told me that expediting hadn't happened, oops, so sorry. But they' be here in three business days. It was a weekend when I was alone in my home. I was fearful and uncertain until the sensors finally came late Tuesday. During this, I learned I had a "reorder specialist" and chose to reorder by phone, since online ordering had been unreliable.

I had five weeks worth of sensors. I used the last one last Monday. The previous week my "reorder specialist" had called me and confirmed I needed more sensors and he would put in the order. I realized on Thursday that they hadn't come. Panicked again. I called JOEL (the "ro") on Friday. Oh, quality control stopped the order because they needed an update from my doctor. Why didn't anyone contact me? Well, it's not his job. I then called my doctor's office. They assured me that no one from Dexcom had contacted them about my order. I called Joel back. Well, he told me, Dexcom HAD called and then they called again today, but no one answered. That's nonsense, I told him. This is a large University of Colorado Hospital Endocrinology clinic and they answer their phone. After pressuring him, he agreed to have them called again and said he'd let me know the result. Of course, I heard nothing. So I called him and he told me that yes, Dexcom was now going to ship me the sensors. But I need them Monday. Well, too bad, it's three business days and the orders have come down from management that there will be no expediting without the patient paying for it. (Which Medicare has told me since is wrong if the error is on the part of the supplier.)

So now my transmitter is counting down until soon it will be of no use to me for several days. The person I talked to at Medicare called this "unprofessional" on Dexcom's part. She wanted to provide me with another supplier, but of course, there IS no other supplier.

Which, I suppose, is Dexcom's reason for being so polite but indifferent to the needs of its clients. I see that Dexcom has a D- rating from the Better Business Burea. I also see that there are many negative reviews of Dexcom on any relevant consumer site.

Those who are on the Board of Directors should have some idea of how business works. Right now you have the best CGM on the market and exclusive access to Medicare participants. How long will that last? You must know that we who use your CGM feel zero customer loyalty due to our treatment at your hands. The minute somebody else builds a better mousetrap, we mice will be heading to that new piece of cheese. Do your stockholders know this?

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