[Diabetes-Talk] Trying to return defective sensor to Dexcom

[Amy Ruell]

I had a failed censor last week and called the company for a replacement. That nightmare is another saga forc another time. I gotv the replacement censor kit today. No instructions except in pictures. I figured out how to put the portion of the container that holds the sensor and could screw it into the bottom piece of plastic, however, I could not find a way to put the top piece of plastic, which is identical to the bottom, in a way that would allow it to close and seal. I called the company. I waited 45 to 50 minutes on hold. I then got someone who told me that there was a sheet of instructions in pictures. I explained blindness. She then told me that I probably didn’t need all of the pieces that were in the box because they were used for many different purposes. She then put me on hold for five minutes and came back and then told me that I could just return the sensor in the box and not worry about the rest of the packaging. Then she put me on hold again told me she had watched a video upon her return and then told me that I needed to try to put the sensor in the container which I have previously described. When I told her that the container would not fit together, she tried to describe it visually. Which, of course, was feudal. at the end of the discussion, which lasted another 10 minutes, she then told me that I could return the sensor or not after checking with not one but two supervisors.
With my experience last week during which I was told that I should have someone available to take care of me who could read sensor numbers on a box, I sent back a rather carefully and respectfully but clearly worded negative survey response. now, given this situation, I am going to write another. Wonder if any of you have had any luck with these sensor return kits. Thanks for listening.
Amy.

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