[Diabetes-Talk] complaints with Dexcom

Mon Mar 18 19:00:19 UTC 2019

Oh believe me, I've had plenty of issues with Dexcom and would agree with
you that customer service has gone down the drain. They've opened a new
facility and lately, my experience is that yes, they answer faster but they
don't know anything. So big deal! I'm going to do some snooping and see what
I can find out or do about the stupid inaccessible meter. Good grief. 
And yes, Dexcom still owes me $260 for a transmitter that I didn't want. For
all of us, I sure hope they sort themselves out soon. I actually wrote them
up to the California attorney general's office because they were so casual
about us running out of supplies. I told them I was going to report them to
the fraud division of consumer affairs for taking our money and not
providing products. I did have to get pretty nasty and make a bunch of noise
to get where I seem to have landed. Stay tuned for the next order blues.
<grin>
Veronica

"Guide Dogs, First Hand", Veronica Elsea's classic album is now available on
iTunes, along with other music from her and from the Guide Dog Glee Club. 
To learn more, visit:
http://www.laurelcreekmusic.com
                Veronica Elsea, Owner
Laurel Creek Music Designs
Santa Cruz, California
Phone: 831-429-6407

-----Original Message-----
From: Diabetes-Talk [mailto:diabetes-talk-bounces at nfbnet.org] On Behalf Of
Tamera via Diabetes-Talk
Sent: Sunday, March 17, 2019 8:46 PM
To: 'Diabetes Talk for the Blind'
Cc: Tamera
Subject: Re: [Diabetes-Talk] complaints with Dexcom

I guess your fortunate to get the G6. I have been using the G5 for over 3
years... and went on Medicare in Late 2016, but kept Cobra till 2017 when
Medicare was to start covering.. but the issue of smart device  reared its
head!
The initial  kit included  one touch contour? And strips.. which Medicare
has continued to provide through Dexcom.. a package deal Dexcom said they
had to  have in place to offer Medicare.
So, once I paid a few times and am still fighting for reimbursement on out
of pocket..
I now get my transmitters, sensors and test strips monthly.
 Please .. Dexcom takes often 20 minutes or more to talk to someone.. and
with delay in shipping.. and I am talking about the G5..  probably loads of
red tape, but yes, Dexcom is  sinking in customer service and then some..
same w/technical help.. they called me back the next day.
Glad your not having the issues, but they do exist. And very frustraiting.
	Tamera

-----Original Message-----
From: Diabetes-Talk <diabetes-talk-bounces at nfbnet.org> On Behalf Of Veronica
Elsea via Diabetes-Talk
Sent: Sunday, March 17, 2019 7:11 PM
To: 'Diabetes Talk for the Blind' <diabetes-talk at nfbnet.org>
Cc: Veronica Elsea <veronica at laurelcreekmusic.com>
Subject: Re: [Diabetes-Talk] complaints with Dexcom

Tamera, I don't think the problem is Dexcom being over their head with
Medicare customers because the major roll-out for G6 hasn't happened yet. I
don't know about test strips because a meter is not part of my Dexcom
package. Problems with manufacturing perhaps? Problems with supply, perhaps?
Problems with staff, perhaps? 
But I don't understand why Dexcom should be providing strips and I did not
see this with the G6 package so perhaps it will just go away.
Veronica

"Guide Dogs, First Hand", Veronica Elsea's classic album is now available on
iTunes, along with other music from her and from the Guide Dog Glee Club. 
To learn more, visit:
http://www.laurelcreekmusic.com
                Veronica Elsea, Owner
Laurel Creek Music Designs
Santa Cruz, California
Phone: 831-429-6407

-----Original Message-----
From: Diabetes-Talk [mailto:diabetes-talk-bounces at nfbnet.org] On Behalf Of
Tamera via Diabetes-Talk
Sent: Sunday, March 17, 2019 6:45 PM
To: 'Diabetes Talk for the Blind'
Cc: Tamera
Subject: Re: [Diabetes-Talk] complaints with Dexcom

There is something afoot!
I had to wait for my new transmitter, going w/o for a couple weeks..
meanwhile I asked for more testing strips...
I got an OK, but I received my new transmitter and sensors along w/2 vials
of strips... and today get notice they are sending me 3 vials of test
strips!
I can only hope this does not "cots" me, and have to wonder about  the
entire process.
Seems Dexcom is over their head with Medicare customers and wonder ...
Too bad I did not have some stock!
	Tamera

-----Original Message-----
From: Diabetes-Talk <diabetes-talk-bounces at nfbnet.org> On Behalf Of Veronica
Elsea via Diabetes-Talk
Sent: Friday, March 15, 2019 4:12 PM
To: 'Diabetes Talk for the Blind' <diabetes-talk at nfbnet.org>
Cc: Veronica Elsea <veronica at laurelcreekmusic.com>
Subject: Re: [Diabetes-Talk] complaints with Dexcom

Hi Doula. Yes, there sure are and even that gets messy sometimes. 
When I switched from my real insurance to Medicare, Dexcom was sending me
all of these welcome messages as a G6 customer, while also sending me
messages that said, we haven't seen an order for you. We've missed you.
Every time I called, they swore they didn't have multiple accounts for me
and I had to file a complaint to stop the dozens of daily emails I was
getting. I also filed a complaint because they'd made no effort to help
their customers who were already on the G6 when they switched to Medicare.
At one point when they were not shipping sensors or responding to my needs,
I threatened to report them to the California attorney general's consumer
fraud division for failing to provide products. That did get someone's
attention. 
Now I have to figure out where to report them for not refunding me my money
for the transmitter I didn't want. I sure hope the company gets its act
together soon.
Veronica

"Guide Dogs, First Hand", Veronica Elsea's classic album is now available on
iTunes, along with other music from her and from the Guide Dog Glee Club. 
To learn more, visit:
http://www.laurelcreekmusic.com
                Veronica Elsea, Owner
Laurel Creek Music Designs
Santa Cruz, California
Phone: 831-429-6407

-----Original Message-----
From: Diabetes-Talk [mailto:diabetes-talk-bounces at nfbnet.org] On Behalf Of
Doula Jarboe via Diabetes-Talk
Sent: Friday, March 15, 2019 3:17 PM
To: Diabetes Talk for the Blind
Cc: Doula Jarboe
Subject: [Diabetes-Talk] complaints with Dexcom

Hi All,
 So for a little while today, I was a rather disgruntled customer. I'm
trying to get my transmitter before this one runs out. For some strange
unbeknownst reason, they had two different types of Medicare for billing for
me. Humana, which is who I use, and an account with just plain Medicare that
was inactive. Why would you keep an inactive account on someone's file?
Anyways, when I called yesterday, it was confirmed that yes, Humana is who I
use, okay will get rid of this inactive Medicare account. My transmitter
should be shipped today.
Still no tracking info, so I called and talked with someone about my order.
This guy had one very thick accent and was incredibly difficult to
understand. He also apparently gave more incorrect information.
That my order had to go back through quality control before it could be
shipped. So I Googled filing complaints with Dexcom. First thing that popped
up was call customer service and talk with a supervisor for grievances. So I
called back listened to the entire menu, and it says press 0 to speak with
an operator. I got a very nice lady, she looked into my issue, and was able
to see that my transmitter had been released to the warehouse, but tracking
information wasn't available yet. I should have something by this evening
though, and my transmitter will get here by Wednesday when mine is due to
quit. She also asked me if I was completely out of supplies which makes me
think she had a bit more access to things than people in the ordering
center. For all I know they are two totally different places. Anyways, just
wanted to pass this on, because apparently there is a way to file grievances
and complaints. hope this helps.
Doula

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