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

Mon Oct 14 19:58:46 UTC 2024

I think one of the difficulties about all of this is that it just depends upon the person you get. I have spoken with a different customer service representative who is quite reasonable. They obviously do not have good training, and I understand that the company may actually want to test the sensors to see why they are defective. If that is the real reason they want them returned. However, I think that this only adds to the stress level for customers When calling the company. If their customer service representatives don’t know what is sent in the packaging and can’t give clear instructions about it, it seems contraindicated to have us send the sensors back. Also, given the amount of packaging I received. They are really doing a disservice to the planet by not Either sending customized packages or having sufficient information to provide to customers.
Sent from my iPhone

> On Oct 14, 2024, at 2:19 PM, Les Fitzpatrick via Diabetes-Talk <diabetes-talk at nfbnet.org> wrote:
> 
> I'm also type 2 since 2012.  Dexcom has always sent me replacements without returning them.  I think they asked me to send one back the last time and when I told them that I couldn't find what they were looking for on the box because I was blind they told me not to worry about it they would just go ahead and send me another one.  I think they wanted to have me give them the serial number and I couldn't get any of my devices to read that number and they were ok with that.
> 
> Les fitzpatrickPiano Technician
> Ham call K5FPT
> 
> -----Original Message-----
> From: Diabetes-Talk <diabetes-talk-bounces at nfbnet.org> On Behalf Of gary via Diabetes-Talk
> Sent: Monday, October 14, 2024 10:28 AM
> To: 'Diabetes Talk for the Blind' <diabetes-talk at nfbnet.org>
> Cc: gmelconian619 at gmail.com
> Subject: Re: [Diabetes-Talk] Trying to return defective sensor to Dexcom
> 
> Yeap, same here . Have been type 2 for 20 years going on this fall.  
> 
> -----Original Message-----
> From: Diabetes-Talk <diabetes-talk-bounces at nfbnet.org> On Behalf Of Eileen Scrivani via Diabetes-Talk
> Sent: Monday, October 14, 2024 7:00 AM
> To: 'Diabetes Talk for the Blind' <diabetes-talk at nfbnet.org>
> Cc: Eileen Scrivani <etscrivani at verizon.net>
> Subject: Re: [Diabetes-Talk] Trying to return defective sensor to Dexcom
> 
> Hi Sugar,
> 
> I know you from other lists that we are subscribed to. On the diabetes list we talk about anything diabetes related. That can include CGM's like Dexcom & Libra, insulin pumps, injectable insulin and diet. People will ask questions, others will tell about a product they are using and let us know what it is like, and others might post information about new developments in treating diabetes.
> 
> For myself, I am a type 1 of 56 years and this past summer just switched to a new insulin pump called the Tandem Mobi. Its new in that I can control just about all functions of it through my iphone. The only problem I and others on list who use it have encountered is at the point we need to change out our CGM transmitter and the Mobi app isn't behaving as it should so we require sighted assistance at that point. I'm using the Dexcom G6 so at least when I need to switch out my sensor every 10 days I am able to do that independently.
> 
> I don't use Libra so have no experience in shipping back to them.
> 
> So, ask what questions you have and if some one knows they will write back.
> 
> Eileen
> 
> 
> -----Original Message-----
> From: Diabetes-Talk <diabetes-talk-bounces at nfbnet.org> On Behalf Of sugarsyl71--- via Diabetes-Talk
> Sent: Saturday, October 12, 2024 8:23 PM
> To: 'Diabetes Talk for the Blind' <diabetes-talk at nfbnet.org>
> Cc: sugarsyl71 at sbcglobal.net
> Subject: Re: [Diabetes-Talk] Trying to return defective sensor to Dexcom
> 
> Hi
> I am new to this list, wanting to keep learning about Diabets.
> My name is Sugar. I have been a type 1 for 40 years. I have been totally blind for about 28 years.
> I just had my second kidney transplant. I had a pancreas transplant and it survived about 20 years along with my first kidney that was donated by a uncle.
> 
> I currently use Free Libre 3 and I've had to return 2 sensors and I can't ever get the sensor in that cylinder that they provide.
> So I just pop it in to a 2 ounce baggie and send it off.
> 
> I am looking forward to know what kind of information is posted here.
> I did not get any information about what this group shares, Can someone share please? You can write me off list, as not to clutter this grou up Sugar Lopez Sugarsyl71 at sbcglobal.net
> 
> 
> 'Real tears are not those that fall from your eyes and cover your face, but that fall from your heart and cover your soul.'
> ~Blessings be poured upon you-
> Sugar
> 
> 
> -----Original Message-----
> From: Diabetes-Talk <diabetes-talk-bounces at nfbnet.org> On Behalf Of Jamie Gurganus via Diabetes-Talk
> Sent: Saturday, October 12, 2024 4:56 PM
> To: 'Diabetes Talk for the Blind' <diabetes-talk at nfbnet.org>
> Cc: jamielgurganus at gmail.com
> Subject: Re: [Diabetes-Talk] Trying to return defective sensor to Dexcom
> 
> Hi Amy!  Fortunately, my daughter still lived with me when I had to navigate the return packing.  The plastic container is just a secure way to send back a blood born pathogen  item.  When I had to send one back on my own, I couldn't get the sensor to fit in that plastic holder either, so I just put it in a small ziplock bag and stuffed it in the container.  The holder just keeps it from rattling around during transit and causing the post office some concern!  I made sure it wouldn't rattle my own way.  They never scolded me about how it was returned.  
> 
>                Jamie
> 
> 
> -----Original Message-----
> From: Diabetes-Talk <diabetes-talk-bounces at nfbnet.org> On Behalf Of Amy Ruell via Diabetes-Talk
> Sent: Saturday, October 12, 2024 4:28 PM
> To: Diabetes Talk for the Blind <diabetes-talk at nfbnet.org>
> Cc: Amy Ruell <womantech at gmail.com>
> Subject: [Diabetes-Talk] Trying to return defective sensor to Dexcom
> 
> 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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> Sent from my iPhone
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