

Kevin Sayer
President, Dexcom International
6340 Sequence Drive
San Diego, CA 92121

Dear Mr. Sayer,
















I’m so terribly disappointed with Dexcom.



  1. Hi there





      We call back and the person on the phone says….

      What kind of company does this ?



      Shame on all of you
      Maybe the Better business bureau

      Sorry but….
      Angry Mom
















  9. As a Dexcom user since the just before the G4, I’ve seen a drastic drop in quality control and also in customer service/tech support. G5 sensors have failed repeatedly. Almost all G6 sensors have failed. Tech support replaces the sensors every time (after a two hour wait on hold), but refuses to address the repeated failures as a whole. Also gives nothing but lies about “a supervisor will call you in 3-4 hours”. No one ever calls back. The Dexcom tech support system as a whole is now built to prevent customer support. G6 sensors which are supposed to last 10 days usually last 5 or 6 days, then give “sensor errors” and drastically incorrect readings (e.g., cgm reads 76 and alerts a low glucose while a fingerstick reads 186). This happens with nearly every G6 sensor. I now am doing more fingersticks than anytime since starting on a cgm. Medicare won’t pay for test strips AND a cgm, so out-of-pocket expenses are waaaay up. Dexcom sent one vial of test strips at no charge, but I need a lot more. Seems like the whole fiasco started when Kevin Sayer (an accountant) became CEO. Next step is to complain to the FDA and switch to the Medtronic cgm. So sad that a medical equipment company is doing so much to NOT support patients who so desperately need a functioning cgm.


  10. Sorry but that is not how warranties work. Think of it this way, when you buy an item you buy the warranty. If the item has to be repaired or replaced you don’t get a new warranty because you did not buy a new item. You get the balance of time from the actual purchase or if they repair the item occasionally a warranty on the repair.

    But the 1 year warranty doesn’t start over, virtually never does. Your expectation does not change reality.

    I feel bad for those poor customer service people you traumatized. They are doing their job following the rules they have to follow but have to suck up your abuse. They obviously do not have discretion to hand out free readers otherwise they would have followed the path of least resistance and done it. Why do you think it takes more than 3 minutes for them to explain your situation to their supervisor and hear “no”? They are going to explain your point of view not beg on your behalf. It would have been more productive to have your doctor contact Dexcom and tell them to replace the unit or they were going to start prescribing other CGM systems.

    I am glad you wrote Sayer, as HE IS the person who can change their policy, not the folks on the phone you cried to. I personally think they should have a lifetime warranty on the reader just to keep people using their system. Quite honestly there are probably thousands of unused readers sitting out their like mine who use their phones.

    And yes, I also think Dexcom’s customer service sucks. They were supposed to send me replacement sensors 11 days ago and FedEx still hasn’t gotten the order.


    1. Goodness…she was in crisis mode. I disagree with you about the warranty. She received a NEW receiver thus the warranty should be a year from that point and why a year really it’s just a receiver. It was a NEW replacement for their defective product. I have been disappointed in Dexcom since they out sourced their customer service. I am not saying that the people aren’t good or compassionate and do their jobs to the best of their ability but they do not know how crucial things can be for a diabetic. And that is why your comment surprises me…though I do see your point. When customer service was in-house this would NOT have been an issue they would have just replaced their faulty product…no questions. Dexcom should have just replaced it! Honestly, since the G6 rollout the company has been lacking…it’s truly about making money and that is the sad and horrible fact considering the supposed beginnings of this company. And don’t get me talking about the environmental waste that this product produces…why have they not figured out how to reuse the sensor injectors??? Why does the transmitter have to expire when it just needs a new battery??? Why does the receiver need replacement after a year…not much different than my old phone which is 4yrs old and it has way more components to it! Oh yeah…it’s about the money. WTF…let’s make tons of money off people with a medical condition that cannot be cured. Once a product sells stock it’s original compassion went downhill…it’s truly about the money! I love my Dexcom but damn it it makes me sick why people want to make tons of money off people who have serious medical conditions. This has been said about our different medications…like Lantus. Which I use for long acting insulin. It has never changed and it has gone from mere dollars to exorbitant price gouging. As much as I don’t like the current Presidential Administration I give one to them…and thank them unfortunately GM systems are not lifesaving medication we can all do the cheaper finger sticks…yuk.

      Kevin Sayer worth –

      John Burd founder of Dexcom says it in this interview


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