DexCom Corporate Office

Agree, concept is fantastic. The problem is the product support isn’t there– phone wait times for me have been 36 – 115 minutes. The CGM is allowed, per FDA guidelines, a 20% deviation from a standard glucometer. Since day # 3 of starting with this device, Jan. 2016, my deviations are up to 200% off– CGM reads 265, glucometer 145, CGM reads 269, glucometer reads FIFTY TWO. Furthermore, I notified them that I was «sleeping through alerts and alarms» it seemed and they didn’t tell me that they had a KNOWN DEVICE FAILURE that was reportedly sent to the FDA weeks ago. I found this out in a letter received on 3÷8÷16.
I have tried working this through technical support, leads in technical support, followed by Mgr. Customer Experience, Trish Kruger, 858−875−9652, without any appropriate outcome. She scheduled a 10 am appt. for me to talk to their staff to provide device info for the FDA issue– NO SHOW. She scheduled me a 4 pm appt. the same day for a nurse from «patient care services» to make sure that this RN (me), of 37 years, knew how to use the device. NO SHOW. I spoke with her Director, Therese Baptiste, no appropriate outcome.
I now find the relationship with my device manufacturer adversarial, the truth has been difficult for them to acknowledge and reconcile with a solution.
I REALLY wanted to like this product, but it fails in many ways– poor adhesion, not waterproof as advertised, aberrant readings and now COMPLETE ALARM failure. I haven’t purchased a pizza, I have purchased a medical device.

The concept is brilliant. The assistance from CGM in managing one’s blood sugars is spectacular. And, DexCom is currently better than any of its competitors.
My beef is with their adhesive.
In warm weather, with even minimal exertion, the adhesive will not hold up and the device will fall off. That means a new one is required and these sensors are way way too expensive to be allowed to fail because of a marginal adhesive.
Comparing it to my Medtronic pump site adhesive, there is no comparison. The Medtronic adhesive patch is truly awesome. Dexcom’s adhesive is a failure. Is adhesive science really that difficult for them or is it part of their built in obsolescence strategy??? Hard to believe that in their second decade of existence, an adhesive is still an issue for them.

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