Problems with Continuous Glucose Monitor

[Grammabear]

I have been using the Dexcom CGM for almost 12 years and here I am, today, considering quitting because of my inability to access the product with Medicare.  When you have Medicare, you have to follow all of their rules which is not always easy, but I do it.  However, Dexcom, in its infinite wisdom has seen fit to 'outsource' their factory/workers to the Phillipines and/or Mexico.  I have had one shipment this year, 2019, when I should have had 3 shipments.  To make things more complicated, Dexcom's monthly deal with Medicare also included a reduced amount of test strips.  So now I have neither sensors (when my current supply runs out) or test strips (again when my current supply runs out).  Do I want to quit - not really.  But as it stands now I have no choice.  I simply cannot afford the cost of supplies out of pocket in addition to other medications I require.  Just a perspective on the advantages or not of having a cgm - you are always at the mercy of someone else.  If they choose not to do their job, then you are done!!

[Tamagno]

Recently, I heard from my endocrinologist that a big part of the problem is manufacturing G6 sensors as Medicare requires them to be able to produce 600,000 units/mo. I guess so far, even with a new factory they're building (don't know where) they'll still be ale to make only 400,000. Of course, the dramatic expansion along with Medicare issues is causing huge problems as they and others - Tandem especially - are very heavily devoted to the new G6 tech.

The only thing that's much use to those of us still using G5 is they seem to have a new service where you're assigned a "personal rep" to help streamline services. I've used that with good luck recently. Could well be worth calling and asking for one of those reps.

My last order was through one of the newly outsourced phone reps and went well if lacking some of the chit-chat I used to be able to get into with the San Diego ones. Not the same feel, but it worked well enough.

It's been a frustrating couple of years for us all and I sure can understand your feelings - I've had very similar thoughts more times than I'd like.

I think we've both taken to stretching the sensor life as much as possible at least until this gets sorted out. Of course, there's still the transmitter battery life which you really can't do anything about, but I'm having decent luck rationing and stretching sensors so I've always got extras on hand.

The issues with Medicare are arcane and impossible to grasp for everyone involved. In dealing with them, there's often no recourse at all. Their rules often are capricious and unfounded medically.

In an effort to husband my test strip resources, for example, I've taken to relying on CGM readings and only doing a finger stick twice a day when I've got to do calibrations. Seems to work okay, I guess.

Keep us posted if you get more information...

[Grammabear]

I think I must hold some kind of a record for talking to "Dexcom" people in one day.  Yesterday, in an effort to sort out my situation, I spoke with them a total of 3 times.  Each time I had difficulty understanding the "accent" of the English speaking person.  They think they are speaking English, but they're not!  It isn't their fault really as within the borders of the United States, we have areas of the country where people speak with a drawl that is often hard to understand and they most definitely are speaking English.

I don't know what the main problem is, but certainly it is aggravated when they outsourced everything to the Phillipines.  Last night I happened to speak with a female who was easier to understand than her co-workers.  I found out that they have sent the required paperwork to my doctor's office on more than one occasion.  So, who is telling the truth here so that I can get my supplies in a timely fashion?  I don't have a clue.  The wheels of justice move slowly.  My hearing impairment is a constant source of frustration because Dexcom has no way for hearing impaired or deaf customers to communicate with their customer service.

[Tamagno]

Can't tell you the number of times I've had to ask phone reps at all manner of companies to repeat what they've said and\or to talk slower whether foreign or domestic!

My Dexcom "personal" Rep likes doing things via e-mail. Thankfully, he's responsive and it still seems the easiest way to resolve things at this point.

[Grammabear]

Can't tell you the number of times I've had to ask phone reps at all manner of companies to repeat what they've said and\or to talk slower whether foreign or domestic!

My Dexcom "personal" Rep likes doing things via e-mail. Thankfully, he's responsive and it still seems the easiest way to resolve things at this point.

If I had a Dexcom "personal" Rep, I would no doubt be using those services.  To the best of my knowledge, in all of my years with Dexcom, I have never had a personal rep and that has been since 2007.

[Tamagno]

I think this program is something new - seems lately, at least, to be working for me.

[Grammabear]

I think this program is something new - seems lately, at least, to be working for me.

At this point, I am totally lost because I have limited ways to contact Dexcom regarding my 'monthly' orders.  I've called them (3 times in one day) to try and learn why I haven't received any sensors or transmitter since February, and I get a whole line of baloney.  I think the management at Dexcom has grown so large that they can now afford to ignore inquires.

[Tamagno]

The distributor I've been using for Tandem supplies will do the same for Dexcom's. The name is "Pumps It" out of Texas and I've never had the slightest problem nor have I ever had any wait time on hold and get a human on the first ring.

Here's the info:

PUMPS IT

10601 Grant Road, Ste 101
Houston, TX 77070
888-670-PUMP

Could be worth a try...

[Grammabear]

The distributor I've been using for Tandem supplies will do the same for Dexcom's. The name is "Pumps It" out of Texas and I've never had the slightest problem nor have I ever had any wait time on hold and get a human on the first ring.

Here's the info:

PUMPS IT

10601 Grant Road, Ste 101
Houston, TX 77070
888-670-PUMP

Could be worth a try...

Thank you Tamagno.  I will contact them and see what I can work out.  I got the "low battery" warning on my transmitter yesterday.  I guess I have several weeks left and then it is done working.