I wear the Dexcom G5 transmitter and I had a “first” happen last night. Usually, when the battery is starting to get low, I get alerts starting 2-3 weeks before the battery actually dies. It will say something along the lines of “battery is low, you need to replace in 2 weeks.” Then the alert will pop up once a week until you get the one saying that the battery is critically low and you need to replace now.
Well last night before I went to bed, I got the “critically low” message. But never got any of the preceding “warning” messages over the last couple of weeks. Then I woke up this morning and the battery was dead.
So I called the vendor from which I order my supplies and they told me that since it’s not been 90 days since I received the transmitter, that I would have to call Dexcom directly, because it’s likely a warranty issue, and they would not be able to replace it because of insurance not approving it until the 90 days had passed.
I called Dexcom and after being transferred to 3 different people, and explaining the situation to 3 different people (4, if you include the initial phone call to the vendor) the rep told me they would replace the transmitter. They will also be sending me a return envelope to return the transmitter that just died. And he also said that they would send me a replacement sensor since I had to pull out the one I was wearing when the battery died. That was definitely a nice touch. ‘Cause those things aren’t cheap. 🙂
All in all I was pleased with the customer service, and thankful that they are going to be able to replace it. In the meantime, until the new one comes in, I will have to go old school and prick my finger several times a day. I will miss having it on at night, because I have come to rely on the alerts for low blood sugars, but Up until a year or so ago, I was still going old school, so I’ll be just fine. 🙂