Dexcom Inc

HORRIBLE CUSTOMER SERVICE! I LOVE this product I HATE the inept "customer care" team
I am mindful to order new supplies on time and yet I get NO SUPPLIE! No phone calls or emails regarding my order or lack there of. My latest debacle I ordered supplies on the 10th now the month is OVER I find out my order was NEVER placed! I have been hospitalized due to having absolutely no blood testing supplies and having no way to procure more. Some of these items are time sensitive and have a limited service life the company could care less if the equipment they supply is replaced in even a somewhat timely manner leaving the consumer helpless!

The customer's rebate card was mailed on June and activated on June We are sorry that the process can take a long time We thank the customer for the support, and hope that the customer is benefiting from using a Dexcom CGM system *** ***Assistant General Counsel

The customer's rebate card was mailed on June and activated on June We are sorry that the process can take a long time We thank the customer for the support, and hope that the customer is benefiting from using a Dexcom CGM system *** ***Assistant General Counsel

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** ***
The response is nice but they have been saying it is in process for monthsIs soon another months?

Our sales person, *** ***, spoke with Mr*** insurance company and confirmed with them the coverage What Mr*** conveyed to Mr*** was what Mr*** insurance company provided to Dexcom Our review of the recorded call confirms that Mr*** noted twice that the
amount quoted was an estimate Unfortunately, Mr*** insurance company did not pay what they told us they would cover While we accurately conveyed the information provided to us, we are very sorry for the difficulty for Mr*** We have written off the balance Mr*** can contact our customer support if he needs anything further, and we hope that Mr*** sees that we work hard to address the concerns of our customers

I cannot get any service from Dexcom. Ordered a transmitter a month ago. Still can’t verify my insurance! Insurance hasn’t changed in years! Authorization from insurance issued weeks ago. Just told me to go buy a cheap one at Costco!

We are very sorry for Mr*** *** experience His rebate request was approved We contracted with a third party to process rebates, and is taking longer than we would like to complete its processing We have asked them to expedite Mr*** *** rebate It should
be received soon We appreciate Mr*** *** use of our product, and we are glad we could help with this matter

Dear Revdex.com, After discussing with the customer, we have successfully resolved this customer’s discrepancy. The customer is satisfied with the resolution at this time. Thank you, Dexcom

Revdex.com:
I have reviewed the response made by
the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have contacted Revdex.com In the Past regarding the same Issue, My Initial complaint was regarding the Monitoring system provided to me by the DexcomThis is how it begun, I called *** requesting a Glucose Pump and I was referred to Dexcom for the Monitoring system before even I was approved for the pumpDexcome approved me for the Monitoring system and send my information to the 3rd Party Carecentric, I was told by Dexcom not to open the box unless your insurance company approves the pumpMy pump request was deniedI called Dexcom back and I was told that they cant take it back since that's there policyI ended up filing the complaint and some one for Dexcom called and emailed me the shipping label to send the Monitoring system back to themSo I put the label on the box and ship the box in FebruaryRecently I checked my credit and there was a collection from carecentric for $I have emailed and called but have not heard anything back from Dexcom.Do the right thing and quite screwing the little guyWe are on the mercy of what you tell us and ended up you taking advantage
Regards,
*** ***

I cannot say enough about the customer service we have received from Dexcom! I called on Tuesday, January 8th about 3 sensors that I was hoping to get replaced because they came out early. Since they are being worn by a 5 year old, I usually assume that it's her fault, so I wasn't expecting much. I ended up talking with 2 reps who were both amazing to talk to and work with. They assured me that no matter why the sensors came out, it was up to them to make sure that we got the full use out of them and that replacements would be sent. The second rep who was the one that actually placed the order made sure we were okay on sensors until the new ones would be received and even sent us over-patches at no charge to hopefully make sure this doesn't happen again. The system itself may have it's moments but they are few and far between for us...…...but the customer service MORE than makes up for any issue we've had.

It is now January 12th. I put in my order for Dexcom 5 supplies weeks ago. When I hadn't heard anything I called on Tuesday January 8th. The man said he would order them and I would get them on Friday the 11th. Friday came and I hadn't gotten a notice they had been shipped so I called again. I talked to Edward and he said something about a shortage of sensors and they would be sent out sometime! My sensor expired this morning and I have no idea when my new supply will be coming. This should NEVER happen and I am very upset! Please see that my supplies are sent overnight--I know that can be done, so I will receive them Monday!

Complaint ID: ***Date sent to Revdex.com: 06/13/2017Name: *** ***Status: ResolvedDexcom response: Dexcom verified $rebate was issued and receivedCustomer confirmed they are satisfied with the outcome

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint
resolved
Regards,
*** ***

On December 22, 2016, *** ***, Supervisor, Inside Sales, spoke with the customer and arranged for a return We are glad we could resolve this. *** ***, Esq.Assistant General CounselDexcom, Inc

I have been a Dexcom user for some time. I feel as a G-5 user tat Dexcom wants everyone DEAD who uses G-5 and not the new G-6. I am to have auto ship. Got email saying order would ship Dec. 3 but still waiting and it is Dec 20 2018. I called 2 weeks ago to be told the computer changed the ship date to 12-14-2018 so they would send free sensor to get my by. It is week before Christmas and I have been busy .It is now time to change sensor and my order still is not here! Now when I call I was informed that there was 2 orders placed for same thing so Q.C. stopped order. When I asked why someone did not call or email me they do not know. They will overnight me a sensor. I asked why my order could not be overnighted was told it is but may not be here till Monday. So I do not think they have any idea what is happening out there. If I was new would go to another company and not mess with Dexcom as it is clear that they do not care about there customers! Also when I asked to talk to a supervisor was told would be at least 10 min. wait. Not that supervisor is busy and would be glad to have them call you. So see again NO CUSTOMER SERVICE.

Okay, want specifics about this last time- Dexcom doesn't find out until the last minute that my health insurance company did a 90-day rather than 180-day supply reorder.( Not sure why this wasn't in Dexcom's system and why they didn't jump on it until it was too late.)
I talk with Dexcom on Thursday, October 11th asking where are my sensors as my online account shows that the supplies have been processed and are on their way. But no, turns out that Dexcom need something from my insurance company. I get a letter from insurance company on Friday, October 12 saying that the order has been okayed as of October 3rd. I call Dexcom that afternoon but they say they need a hard copy as they did not yet receive that letter from the insurance company. (Really, I wonder) I fax them a copy of said approval letter on Monday October 15 in early a.m. I get a call from my "contact person" at Dexcom around noon saying that they got the insurance okay and are processing the order. They don't actually send out the order until four days later on Thursday, October 18th. ALL THE WHILE KNOWING I HAVE BEEN WITHOU SENSORS FOR OVER A WEEK.
This is customer service from Dexcom. Pathetic

Over and over again I complain about the crappy services I receive, on the phone and online, from Dexcom. But Dexcom doesn't listen as, quite frankly they don't have to, as they are the only show in town. (One time I wrote a long letter of complaint about how my order of supplies had been delayed and mishandled and miss - shipped and the one responding to my letter was from technical support!) Which is not the area needing help as technical support is fantastic as are the wonderfully pleasant people who answer the phone. They are not the problem.

But something is seriously askew with the supply and delivery portion of Dexcom. In the five years I have been with them, absolutely nothing has improved. And perhaps it has gotten worse. How I long for some competition for them as surely another company's services could not be as dismal. Really diabetics, would we put up with this execrable service in other parts of our health care. Do we somehow consider this an extra outside of our regular blood checking regime? This monitor has been a life-changer for me and I am distressed that it resides with an incompetent service like Dexcom.
Please, some other company ride to the fore: I know there are thousands and thousands of other dissatisfied Dexcomers ready to find a more helpful blood glucose monitoring system that actually gives a rusty about customer service.

I have been trying to get a DEXCOM monitor for my son since July. If I get a person to talk to it is after an hour wait. Now I am at the mercy of my salesman. He has not returned my calls, and I have called everyday for two weeks. Meanwhile my son waits for a life changing device. A company that provides this type of device should be extra diligent to service the Type 1 customer.

Terrible customer service from Dexcom. First, they ship the incorrect transmitter, not the one order by Kaiser. When I called to get it corrected, they wanted to argue with me about it saying they sent the correct one. It was not until Kaiser got involved they attempted to correct the issue. However, when they sent the correct item to me, FedEx delivered to incorrect address, and Dexcom's position was I would have to call FedEx and open a complaint since as far as Dexcom was concerned, I got my items. Rude customer service representatives that want to argue with you on the phone. Terrible complaint follow-up. I asked to speak to a supervisor or manager and was told I would hear back within 2 days, which I never did. Nobody from Dexcom EVER followed up. Am seriously considering changing to Medtronic.

I am blind, spinal cord damaged brain injured that has caused blindness. I was told to read a lot number with my but or feet. I have no sight or feeling in my feet so the IT Coustomer Service is a reality when somebody has 2 types of severe diabetes, they refuse to provide non-defective g5 items. Kyle who is suppose to be involved with Leadership does not have any sense of the laws for the blind or people with multiple disabilities