As I was getting ready for bed last night my strap knocked my sensor off of my upper arm, so I called for a replacement - something I haven’t needed to do in a very long time. Some of us have used Dexcom long enough to remember when replacements were if not limitless, very generous, and did not require much review - you simply explained the problem and they sent another.
The following is not new news - I first read about it here a while ago but I had forgotten, so for those of us who have been using them for (cough cough) a while I thought it would be good to remind that replacements of G6 or G7 sensors (I believe Dexcom One is in Europe) may be limited now or might require greater review than in the past.
The text from their website is below, but in a nutshell, if you need more than 3 replacements in a 12 month period they may need to do “further study” (my term) first.
And of particular note for me - in the past if I had to remove a sensor for a radiology test, I simply called for a new one. Under the newer policy they will provide education to minimize these replacements, which I take to mean we should try to schedule those tests on or around the date the sensor is expiring. I suggest if something happens near the expiration date, don’t request a replacement - save that call for failures earlier in sensor life.
The actual process went easily although I had to speak with a rep because I was having issues with the form. They asked if my doctor had approved my wearing the sensor on my arm and she had, so they proceeded. They also asked for the sensor serial number - I had the box but told them I did not have it with me. Below it says it is required but they did continue - I don’t know how often they will allow that so it might be good to note the sensor serial number when you insert it. They also asked for the transmitter ID, which is easy enough to find.
Just sharing some things to know and keep in mind.
Their policy is below. Italics are mine.
Sensor Replacement Policy for Dexcom CGM Products
As we rapidly expand our presence across the globe to make our life changing CGM technology available to millions of people who may otherwise not have access to it, we work hard to treat users fairly and ensure a positive experience with Dexcom.
Dexcom’s sensors are single use, disposable supplies intended for use up to 10 days before being discarded.
In that regard, Dexcom has implemented a replacement policy for our sensors when there is a failure of the sensor during the intended use time for the consumable sensor. There may be legal and contractual obligations for replacing defective products in some markets. Dexcom will replace all sensors that we confirm as failures during the intended lifetime of the sensors through investigation.
In the event a user requests a replacement for a non-defective sensor (sensor removed for a procedure, user application errors, etc.), the user will be provided with educational materials in the hopes of preventing future issues. In addition, as a gesture of goodwill, Dexcom will provide replacements if needed to ensure continued sensor supply, in a limited quantity each year.
Under these circumstances:
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G-Series: Dexcom will provide a maximum of three (3) goodwill replacement sensors in a twelve (12) month period*.
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Dexcom ONE* / Dexcom ONE+*: Dexcom will provide a maximum of two (2) goodwill replacement sensors in a twelve (12) month period.
Any requests for additional goodwill replacement sensors above these thresholds, will be handled by Technical Support leadership team according to their processes. Dexcom reserves the right to change these thresholds at any time at its discretion.
Sensor serial numbers are required for all replacements. For Dexcom G6 and Dexcom ONE replacements, transmitter serial numbers are required in lieu of sensor serial numbers.