26 Feb, 2021 → by ClaimboUser527906
Unreliable G6 CGM and Poor Customer Service
2
I've only used Dexcom G6 for about 1.5 months. I've had many instances with the sensors failing or varying as much as 70 off real glucose values. Most recently I experienced transmitter failure. The transmitter should last 90 days. I've reported the former problem with the FDA regarding complaints about medical devices. I encourage everybody who has been experiencing these issues with the Dexcom G6 to do the same. Go to https://www.fda.gov/medical-devices/medical-device-safety/medical-device-reporting-mdr-how-report-medical-device-problems and fill out the online form. Regarding the transmitter failure, Dexcom tech support said they would FedEx overnight me a replacement transmitter. The failure occurred early in the morning last Saturday. (By the way, the transmitter functioned for only 1.5 months.) My receiver woke me up with the alert. Yesterday (Wednesday) I received two FedEx packages from Dexcom, neither of which included a transmitter. Both included one sensor and a return kit. Yesterday, I spoke with Dexcom Tech support twice and a customer service representative and none of them could explain why I did not receive the transmitter or why I received two return kits and sensors. The message they were pushing was that the package containing the transmitter is probably being delayed due to weather conditions. It appears that Dexcom is covering up the problems with the G6 system by sending replacement sensors and transmitters (hopefully) to appease the public so that regulatory bodies like the FDA are less likely to be informed of the problems being experienced by so many of us. User's recommendation: Go with another more reliable and customer service friendly CGM.