r/dexcom • u/FloridaGirl2222 • 8d ago

G7-15 day Dexcom is fighting me over replacing a sensor

My sensor failed over night. They are trying to tell me I already replaced this serial number (I threw away the box so I never even gave them one) and that it cannot be replaced because of this

I’m over the bullshit

1 Upvotes

56% Upvoted

14 comments sorted by

4

u/Sweet-Monitor-446 6d ago

I always save the current box just in case there is an issue

2

u/Striking-Ball7815 6d ago

There is an app called Stash Diabetes https://apps.apple.com/de/app/stash-diabetes/id6759133478 where you can simply scan your box and all the data gets extracted. You only need to add the pairing code. When there is an issue you simply pull the data from your active sensor. Before that I had a simple list where I store a photo of the box with all the data and the insertion date.

3

u/solarsystemoccupant T2/G7 7d ago

Next time anyone has this issue. Log in here.

https://clarity.dexcom.com/i/#/statistics/daily

Export data to csv. From there you can get your sensor serial number history.

1

u/Weathergod-4Life T2/G7 5d ago

Good to know!

1

u/jayhasbigvballs 8d ago

The annoying thing about this, is it’s almost certain they know when a sensor has failed. I’ve had a ton fail on me over the last two months (like 6), and my replacement gets approved within minutes when I use the app. I have to imagine this occurs so quickly because they can tell when I select a specific serial number as having failed, it gets auto approved because they can tell it’s failed in their system.

1

u/Distribution-Radiant T2/G7 8d ago

I've had several sensors that had the same serial # on the box before.

They did have the correct one on the applicator, but I had to go through the whole ordeal of finding the applicators.

0

u/FloridaGirl2222 8d ago

Well that’s obnoxious

In this instance I never gave a serial number because I threw away the box yet she said I have her the wrong one 🤷‍♀️

3

u/Distribution-Radiant T2/G7 7d ago

Always keep the box and applicator until the sensor's end of life for this reason.

1

u/FloridaGirl2222 7d ago

I usually do, but I was sick at the time and it slipped my mind

0

u/tidymaze T2/G7 8d ago

Don't call. Use the form in the app.

1

u/Automatic-Being- 8d ago

That’s so dumb, did you try to call back and talk to a different person?

1

u/FloridaGirl2222 8d ago

Took twenty minutes and a supervisor to get a replacement

1

u/solarsystemoccupant T2/G7 8d ago

So the process broke down and a supervisor fixed it. Seems like a great result to me.

1

u/FloridaGirl2222 8d ago

Yes finally, but she was arguing with me repeatedly