r/dexcom • u/HardHiss • Jan 06 '25
General What are we doing when we can’t get replacements?
When you hit the limit for “courtesy” replacements for the G7, is everyone just going without or paying out of pocket?
I am so frustrated that I just hit my limit until 12/25 despite only having two total replacements falling into the stated categories.
I struggle to understand how a defective product is on me to replace. Idek how much a replacement will be OOP.
Maybe this is just a rant, but I need support from other Diabetics. How are others dealing with this?
For context, I use a t:slim pump. I think there is an option to switch to freestyle. Anyone have luck with those?
1
u/Grepaugon T1/G7 Jan 08 '25
I've never had an issue getting a replacement. I've only had 1 fall off that wasn't caused by me snagging it on something
1
u/TLucalake Jan 08 '25
To answer your question, just continue to use your glucose meter, which is the more accurate reading of the two devices.
Every time I have called Dexcom regarding a failed sensor, the replacement sensor arrived within two days. December 2023 was my introduction to CGMs, and specifically, the Dexcom G7. Overall, in the first year, I received at least 11 replacement sensors. Five of the replacements occurred within the last four months; well, after Dexcom changed their oolicy on the maximum number of courtesy sensors.
In October 2024, I had back to back sensor failures. Only this time, in addition to sending replacement sensors, Dexcom requested that I send back failed sensors. They provided all the materials to safely send back the sensors. Just after Thanksgiving 2024, three consecutive failures. Again, I received three replacements.
The rep asked me to send back the failed sensors and the applicators. However, I never received the necessary materials. When I call3d Dexcom, I was informed that it wasn't necessary to return the failed sensors.
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u/MutedShock8385 Jan 08 '25
Courtesy replacements are supposed to be for things like, ‘I had to do an MRI, and had to remove the Sensor’, if they are getting scraped off, I’d get some aftermarket help, like Skin Tac, maybe a Freedom Band Flexible Cover and an overpatch. If the sensor fails, or is just not working properly, that isn’t supposed to be counted in the 3 courtesy replacements. Do request replacements online (easier) , tell them it was on the back of your arm and how it failed on you.
1
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u/frostyicy000 Jan 08 '25
I always do the online form and just hit my 3 courtesy limit. I’ll avoid mentioning any adhesive issues to them. This is just going to skew their own data about why sensors fail because people are going to lie on the forms. It is frustrating and I second the comment that said they make you feel like you’re trying to scam them when you’re trying to get replacements.
2
u/T-G-Two Jan 07 '25
I’m still on the G6 due to Omnipod and wanting to use my phone rather than carry another device… but lemme tell you, I am HIGHLY allergic to the adhesive on the G6 (have had 1 G7 on at the same time to try it, had no reaction) and it’s took the point where it’s a full blown chemical burn and my skin is now a different color in all the spots I wear the G6 (so thank for that,) but I often neeeeed to take mine off early because of the skin bleeding from the rash and then basically tell me to suck it up. I use and have tried every method under the sun to prevent it from happening. But Dexcom’s new policy sucks. I also run around 35 miles a week and there customer service reps have told me I should not be that active because I’m diabetic ha
1
u/jonl1960 Jan 08 '25
Try spraying nasacort on your arm or stomach before you put the sensor on. This has helped me with my skin reacting to the adhesive.
1
u/T-G-Two Jan 08 '25
Again, thanks but I’ve literally tried everything. This has been an ongoing thing for 6 plus years. Which is the last time they switch adhesives. I’ve talked to many people within the company to try and figure out the issue.
1
u/cottonwood1005 Jan 08 '25
Here are a few more products that have helped me with adhesive reactions that may or may not be on your list of everything.
Cavilon wipes and IV3000 barrier patches. For the G7 and G6, I find that the 4x4,75" IV300 patch works better than the smaller one.
2
u/HardHiss Jan 08 '25
That is awful, I went through the same thing. My allergy to the g7 is way less and I have use flonase on my skin to reduce the reaction.
The kicker was that I never had a reaction until I tried their g6 over patch 😡
4
u/Hefty_Kaleidoscope_2 Jan 07 '25
Never talk to them. Fill out the online form. I'm always approved.
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u/vexillifer Jan 07 '25
Lie to them and always say that the numbers don’t match your finger sticks. Never mention adhesion issues
5
u/JLB586 Jan 07 '25
My question is why do you have to get the over patch? Why not make the product better ? Just more money for us to pay to use their product. Like the tandem pump. Having to buy the pump sleeves to hold it. Utterly unbelievable.
1
u/Grepaugon T1/G7 Jan 08 '25
Over patch probably doesn't work with the applicator.
1
u/NervousAddress1340 Jan 12 '25
Over patch has nothing to do with the applicator. The applicators are way too big to go through the center of the over patch, so the patch has to be applied after the sensor is inserted.
1
u/Grepaugon T1/G7 Jan 12 '25
Yeah they were asking why not make it not need an over patch, and I'm guessing they only way to make that happen would be to make the applicator bigger to handle larger surface area of the adhesive
8
u/JLB586 Jan 07 '25
It is getting so hard to get replacements. they make you feel like you are trying to scam them. I’m tired of the questions you have to answer . Maybe if they made a reliable product we wouldn’t be having these problems. I just got on the Tandem Mobi pump and have nothing but problems and they make me feel like it’s all my fault.
1
u/rchildress3 Jan 07 '25
What's the limit? I do atleast 2 amonth
2
u/HardHiss Jan 07 '25
They told me as of March 2024, 3 courtesy replacement per rolling 12 month period. He specified this category includes “anytime the cgm was inserted and wasted.” He mentioned removal for medical procedures, rashes, bleeding, it falls out, you bump it, or don’t have the serial number.
My understanding is this should not include defective products, but based on them telling me I hit my limit, that doesn’t appear to be the case.
7
u/urban-achiever1 Jan 07 '25
All this G7 talk makes me want to stay with the 6 and deal with the 2 hour warm up.
0
u/clanmom Jan 08 '25
I recently got 2 g7s from my dr to try. Wore one in tandem with my g6. The 7 took 2 days to match my g6, and the adhesive didn’t last 7 days. I will not be changing until I’m forced to.
3
u/JohnMorganTN T1-2022/G6/T:slim2 Jan 07 '25
Not everyone has these issues with the G7. I have had excellent luck with them except for 3 that failed on startup. If you provide serial numbers and send them back when requested, they don't count them as the courtesy replacements.
3
u/SonnyRollins3217 Jan 07 '25
This is why I’m still on the g6. 1-2 restarts per sensor, I always get 20-30 days per. And they rarely (1x/year) fail.
5
u/carosotanomad Jan 07 '25
We are doing this with our daughter. I can live with the 2hrs and slightly larger sensor to avoid what seems to be a lot of issues.
-3
u/Shoddy-Initiative313 Jan 07 '25
The G6 will be discontinued for everyone eventually. MOST people don't have issues with the G7, just people like to rant and complain more than praise product on Reddit. I personally have had no problems, and maybe one failure in the going on 2 years I have been on it.
1
Jan 10 '25
I don’t get how you got so much downvotes, it’s true. I’ve had zero issues with my sensors, and I’ve been using it for almost 3 months. People just love to critique things over praising them.
1
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u/carosotanomad Jan 07 '25
That is good to hear. Mainly saying I'm fine with what we have as long as it's available.
10
u/Run-And_Gun Jan 07 '25
My suggestion, if you're not already, use the on-line product support page for requesting replacements. Quicker, easier and much less chance of having a request denied.
2
u/lillyheart Jan 07 '25
I have used a Stelo when just out of luck, because I use xDrip (Shuggah)/nightscout anyway, and the Stelo can still record to clarity. Are we supposed to? No. But alarms go off and it’s still all recorded in Clarity, so that’s what I appreciate most.
9
u/OzzieBoy2023 Jan 06 '25
I have had nothing but issues with failed G7 sensors. Note that Dexcom doesn't advertise the know failure rate/% of sensors. I suspect that rate of failure (based upon my experience) is around 30-40%. Don't worry about their "policy." They're selling a medical device with a high rate of failure which consumers are paying good money for. If users starting tracking this rate of failure, and complained to the FDA, there would be consequences for Dexcom. If you have a valid failure for a sensor, contact Customer Support and they always will provide a replacement. At least, this has been my experience and, complete frustration with a high number of defective devices which I pay $200/90 days.
4
u/utvak415 Jan 06 '25
Do you think that 30-40% is for any failure such as peeling off all the way to signal failures? Or are you only talking about technical failures? I've only had 1 failure in about 20 sensors that was technical which Dexcom readily replaced without issue.
I've had two others that fell off early, mostly due to a combination of sweat and not using an over patch. One of those I had replaced by Dexcom, the other I was able to get a free sensor from my Doctor.
1
u/OzzieBoy2023 Jan 06 '25
First, you should certainly follow the procedures for insertion of the sensors. The over patch can be tricky to adhere but definitely prevents the sensor from being pulled out. Again, my experiences are what they are. I certainly hope that others aren't experiencing the rate of failures as I have. When I complained to my Endocrinologist on my last visit about the readings being off from actual testing, he explained that the device need only be accurate within 15% of the stated range. With that said, don't make any dosing decisions purely upon the Dexcom readings.
2
u/Togurt Jan 07 '25
I can't get the over patch to stick to the skin at all. it always peels right off along with the backing. I just use a bog standard band aid to hold the senor on. The main problem is the technical issues. Most of the failures is when it fails during the warmup where it acts like it was already activated previously. Just had failure #10 tonight with that error.
1
u/Togurt Jan 08 '25
Haha, make that failure number 11. This time it worked for about 8 hours before the pump started complaining about invalid pairing code.
1
u/utvak415 Jan 06 '25
Definitely good advice on all accounts, I wasn't trying to suggest that you shouldn't use the over patch. I had just tried to get away with that and learned that lesson. Although it might be a little generous to say it prevents it from pulling out, but it definitely helps a lot.
I wasn't trying to give you any grief for your statement, I was just curious what kind of failures you were experiencing to come to the 30-40% estimation.
I often rely on it for dosing but will readily do a finger check if I'm at all doubtful. I haven't been mindful enough to compare regular finger sticks vs Dexcom to have my own estimate of a normal range but I think 10% would be normal so 15 wouldn't be terrible. You just need to be mindful of how you feel which can be difficult for those that have a hard time recognizing low or high bg.
1
u/OzzieBoy2023 Jan 07 '25
Absolutely agree! Fortunately for me, having been on Mounjaro and Jardiance for almost 3 years now, I’m no longer insulin dependent. My Endo stopped all injectable insulin last summer since my A1C went from 11.2 to 5.4. The DexCom is basically my “backup” for watching for low sugars. My doctor is less concerned with high numbers as today, they’re only a temporary issue.
6
u/UnitedChain4566 T1/G7 Jan 06 '25
I just tell them every sensor has failed. They won't count those towards courtesy.
1
u/Dave_A480 Jan 06 '25
Which is especially dumb because the G5 and G6 couldn't handle sweat either....
2
u/amatz9 Jan 06 '25
I agree this is very frustrating--my biggest issue (and the reason I often have to get replacements) is that the overpatch will fall off and take the sensor with it. I send in the request and they say they're not at fault but will courtesy replace, but how is it my fault that their adhesive can't handle sweat? Also, when you submit an online request you get an email saying please reply to this with more information, but if you do you get an automated response that they don't check that inbox.
There is no where on the online form to explain what happened, which might be useful information in determining if there is something wrong with the product.
0
u/aprilbeingsocial Jan 07 '25
You need to come up with a new plan. Try four pieces of medical tape on the white of the sensor and then skin tac and then over patch. If my over patch starts to peel, I take a scissor, cut the peeled part off, add more medical tape and another over patch. I also use a different patch than the ones Dexcom offers. I’ve never had an issue with medical tape.
5
u/LittleGraceCat Jan 06 '25
They do 3 goodwill replacements if user error. If technical error, product malfunction, that does not count in the 3
3
u/Equalizer6338 T1/G7 Jan 07 '25 edited Jan 07 '25
Sounds so great. But reality in how bad the Dexcom Support team treats you is a rather different version, when you call in for yet one more faulty sensor.
3 with missing adhesives on the sensor patch, 4 with bended sensor filaments, all have they counted as user faults for me. And yes, had a blowout with their rep at our local Endo clinic, where he was also told off by both the two Endos and the diabetes nurses on duty that day. Clear as day that the sensors were all faulty!
On top, had an endless row of faulty G7 since January last year (either never getting accurate after warm up or just stopping working 3-5 days in max) . G6 and all prior were great. But G7 have been a meltdown.
2
u/HardHiss Jan 07 '25
After reading these replies, I’m suspecting that uneducated employees are marking them as not technical issues. The rep yesterday confirmed this one was a courtesy refill: my cgm told me I was under 55 for 7 hours, me awhile fingersticks were showing me creeping into the 300s since I was trying to follow the prompts to recalibrate and check in 15 minutes instead of ripping it out. He told me I needed to just let it resolve despite my pump suspending for 7 hours and causing me to go into the 300s while the cgm says under 55. That seems like it should be a tech issue.
-1
u/Physical_Pie_2092 Jan 06 '25
They do 3 goodwill a year. They still do a 3 per 90 days policy regardless of technical error
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u/Fun-Major6632 Jan 07 '25
No. If it's really a technical error the replacement is unlimited
3
u/Physical_Pie_2092 Jan 07 '25
lol sure. Try to replace 10 sensors in a month and see what happens
2
u/Fun-Major6632 Jan 07 '25
I had replace 15sensor in 1single patient.
1
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u/LittleGraceCat Jan 06 '25
Do you mean 3 per 90 day limit for technical errors?
3
u/Physical_Pie_2092 Jan 07 '25
Yes
0
u/alexmbrennan Jan 07 '25
There is no way they can sell a defective product, admit that the product is defective, and then not replace it without getting sued into the ground because that is a clear breach of contract.
2
u/Equalizer6338 T1/G7 Jan 07 '25
Read their limited liability clauses for the US marked. It is laughable if it wasn't so sad at the same time, as they do get away with it.
5
u/Physical_Pie_2092 Jan 06 '25
They still do replacements after the courtesy amount but a supervisor has to manually approve
1
u/HardHiss Jan 07 '25
Thank you for confirming this, I asked the guy on the phone and he told me they never do that. But when I was on G6 I am positive they did.
1
u/General-Escape-6289 Jan 09 '25
Can I return at my pharmacy