I was wondering what you'd do....
I was eligible for a new Dexcom at the end of Aug. I called and asked when the new and improved Dex's would be available. I told them I could wait, that I was already at 100% covered. They told me they didn't expect them until 2013 at the very earliest, and urged me to just order one now "so that you'd be eligible for the new one sooner next year".
Viola, at the end of Sept Dexcom announced the launch of the new G4. It is more sensitive, smaller, and can detect from 20 feet instead of 5 feet. I called to exchange it, since I have not opened my new one yet. They told me I was out of the 30 day time limit (barely), but I could either pay $400 to "upgrade" or wait another year.
I spoke with several people there, and they told me things like "If we made an exception for you, we'd have to make one for everyone" (I countered with "Well, not everyone IS asking!", and "No one knew anything until that day", and "Sorry, 30 days is 30 days."
Would you keep pushing or give up? I feel like it is me, that I'm just a poor negotiator. Thoughts?
Agh that stinks, Annie. You got a bit unlucky. If you feel like you have the energy for it, you could keep pushing, but they really do have to draw the line at some cutoff date, and there are unavoidably going to be people who are disappointed by it. Short of you raising an absolutely cataclysmic stink, I doubt they're going to budge, if only out of holding the line for their own sanity.
Do you have a sales rep who spoke to you personally about using the device when you started? Still in touch with that person? You could try that angle, but not sure.
Before I knew whether I would be able to get a G4, I had easily made peace with using my Seven+ for another year. Even if they won't make an exception, keep in mind that you are still using the best CMGM currently available (I know: I was unfortunate enough to use a competitor's CMGM for a couple years prior to starting on the Dexcom) and it's only for another year. The Seven+ is certainly no slouch.
In all honesty I think I would do what you have done (order it early, then be very upset that it worked out the way it did) and I would probably call and complain and be upset with everyone for misleading me and yes, I'd probably keep trying . . .
However, in fairness, it probably isn't really Dexcom's fault that they predicted a later date since everything is taking so long they didn't want people's hopes up. And they probably can't afford to absorb the cost of too many systems that insurance companies won't cover. And so since I want the company to succeed and be able to continue on in the field - initiating new products and advances - I guess I think you probably need to do what they said - which is pay or wait. But it's way easier for me to say that since I'm not in the same boat.
i got one in august and was told the same thing. No new sensor for at least a year. i did not know that the new one was out! Thaey are a company i will not support after this year! I will write them letter aftr reading your words. mini med will come out with one better than their old one soon.
let us know what you do.
Do not forget, that this "release" is solely up to the Government. Dexcom could not know for sure when the FDA was going to bless them and us with their lofty approval of a new system. Dexcom is a business that is trying to improve our lives and make a couple of bucks to keep folks working, the blame does not lie with them. My Dex is not perfect and I would love for the receiver to be near me not on me always, but I would not give it up. I am upgrading out of my own pocket because of these conditions, it is worth it to me for the convenience of a product produced to make my life easier/better. Same reason I like my washer/dryer, do I need them? No, do I buy them anyway? Yes, they make my life better:)
I'm very doubtful that Medtronic's new CMGM will be better than either Dexcom unit. It will have bells and whistles like "auto basal shutdown" etc., but none of those extras matter that much if the core technology for detecting blood glucose isn't that great. Certainly as of the Revel system, Medtronic was way, way behind the Seven Plus.
Unless Medtronic has entirely scrapped and reinvented their glucose measurement technology from the ground up, which I doubt, I don't see them catching up to the accuracy of the Dexcom, probably either model, current or new. So Lisa, I wouldn't be too ready to abandon Dexcom over this in any case. There's not much they could have done differently.
I dont know much about the system , release of items, etc. I just felt Dex rep led me astray , lied to me and did not care about me as a consumer. After your educating me with regard to the release of the new Dex, i feel better about what transpired. Thanks!
Do not feel bad - I consider myself a pretty good negotiator since it's what I do for a living. I have had the exact same experience - ordered a new one at the end of August, after speaking to everyone at Dexcom - who said they did not expect the new one before March next year - and now getting slammed with the $400 charge. I have spoken and escalated to everyone I can get my hands on at Dexcom - locally and at corporate - and they all say the same thing. I have told them point blank that the policy is wrong, and if they are going to charge an upgrade fee they need to charge *everyone*.
They tried the "we're unprofitable" comment and I said "join the club. My family has been "unprofitable" because of diabetes for years". When they told me I was lucky to have ANY upgrade program, I said somehow I don't feel that lucky. I also don't feel bad about asking for some kind of dispensation from Dexcom because they are literally getting paid twice within a week because of the "unexpected". They are making out just fine by me.
I really like having a CGM and I want the company to be profitable. Since I have an infant / toddler with diabetes who can't talk or express it has been vital in keeping him healthy and seizure free. However, to say they are handling this very badly is an understatement. I feel very misled, and with their complete lack of support of children - the sales rep won't call me or help me because I am off labeled ("I can't talk to families with kids!!!), the alarms, range, and software are not even close to adequate for an infant / toddler with diabetes, the case in and of itself is maddening since a two year old is not going to read their own sensor upside down - I am a very, very frustrated customer of Dexcom.
well add another user who upgraded in the last 2 days of August....
Even though they are unprofitable we know they sold at least 4 in a week at the end of August and 12 boxes of sensors ... ;-)
I know that Dexcom is whom you're dealing with directly, but it really makes sense to remember that they are only one piece of a larger puzzle that includes your insurer and the FDA.
I am sure Dexcom would love to have every single user upgrade to the G4 the instant it comes out. They simply cannot afford to give 11/12ths of their users (every patient not within the 30 day grace period) the new G4 units. That is what they would have to do if they didn't set a cutoff date.
The reason is that the one who pays for the G4 if you don't pay out of pocket is your insurer. You can bet that that the 30 day grace period is what Dexcom was able to bargain insurers into paying for. There is no reason in the world that if Dexcom could get the insurers to pay for everyone who wanted to upgrade, regardless of where they are in their warranty cycle, they wouldn't do so. Absent that, they have to set a cutoff somewhere.
If my child were diabetic, I'd probably choose to use a Dexcom CMGM for them like you do, because it's the best available. But Dexcom really would be breaking the law if they advocate or claim to support what the FDA classifies as off-label, unapproved use. That's the law, and companies are severely sanctioned if the FDA catches them breaching it.
These views and concerns have helped me make peace with the situation.
i do not plan to upgrade. i will keep my dex and use it sparingly with the sensores I have. Maybe they should sell these old sensors at a cheaper price to anyone they " stuk it" to in august?
Per the last comment, I'm not asking them to break the law - I am asking them to add some flexibility in their product for children, especially the little ones. When I have asked for specific items like raising the low to 120 (little kids are run higher), having a beep only alarm (a little one will only respond to noise, not vibrate, and hand an adult the sensor - beep and vibrate waste battery life), having an alert on ??? (he'll have it on him or by him when he's sleeping and will have no clue it's not working - although I think many people would want that), having a case that doesn't require it to be read upside down, etc etc Dexcom always says "we only develop and market to adults, not children". It wouldn't be a huge stretch to make it more kid friendly, while still catering to adults.