Dexcom Customer Support
Dexcom is swamped with G4 orders (it even states that when you call). They have this great feature where you can have them give you a call back! Try it it works! They have even extended their hours to accommodate the extra volume. If they can't get back to you the same day they send a really nice email apologizing and will call the next day.
Let's give CS a break and try and use some of the plans they have set into place. Yes I know we want to talk to someone right when we call but Dexcom is great about getting back to you and the CS is excellent.
I hate seeing all the negatives about the wait time when you don't need to stay on hold!
Replies to This Discussion
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Permalink Reply by SSD on -
I'll jump in to say that once I got my G4, I received an email from a Patient Care Specialist (PCS). These folks are assigned to us as additional support and help. So beyond calling their customer service hotline- ask your local territory sales rep who your PCS might be and reach out to them. (I think this is a new role) Dexcom has been tremendous with resolving all my issues so I would echo Seth's sentiment.
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Permalink Reply by Dondi on -
They are improving. When I left my number they got back to me next day, but I had already resolved the issue.I know they are trying but sometimes it is frustrating and you think "They just don't care." Dondi
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Permalink Reply by Erin Huff Carper on
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I've never had anything but great service from Dexcom. I think a lot of it has to do with the high call volume surrounding the G4. I think a lot of people don't know they can use their local reps to answer a lot of their questions, especially with set up and figuring out how to initially start the system, etc. Obviously some things have to be done through the customer service call center, but a lot of it can be handled by your local rep, too.
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Permalink Reply by Jack's Mom on -
I love the "call back" option where they will "wait in line for you". Really helps.
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