I have been wearing my latest Libre sensor for the last week or so. Unfortunately, over the weekend, it decided it was on Bank Holiday too - reading increasingly low, until it was pretty much flat lining. This morning I put a call in to the Service Desk.
After the usual questioning and validating, Abbott are replacing the sensor. They continue to e pretty straightforward about that. Me, being me, I was asking a few questions myself and I thought I'd share what transpired.
Firstly, having established the sensor is likely to expire, I was told to finger prick test when I felt it could be wonky (erm,........ I do that already), but not to wait 20 minutes to scan (I was told 20 minutes on a previous call), but to make it more like 10 minutes. Memo to self; scan at 10 and 20 minutes, in case this is just a variance between analysts.
Secondly, making chat, he asked why I didn't just always do the fingertip test with the reader/meter, so I explained I don't get those strips on prescription. I added it always irked me rather that having paid for a sensor, I then had to fork out more cash to help them assess it's viability status (by buying matching strips). He immediate asked if I would like to receives 10 complimentary strips - the maximum he was able to offer. Naturally I accepted. This is great news and is in line with what I asked them to consider when I was in email discussion with the UK Customer Services Manager, earlier in the year. Obviously, I have accepted the strips, but that feels like a good move forward by Abbott. Even if an individual uses these strips already, why should the NHS pay for Abbott's investigations into a probably defect? (Rhetorical)
And thirdly, going through all the checks for sensor age (has it gone past expiry date), sensor location, and so on, I mentioned I usually applied the sensor then left it 48 hours, prior to activation. He said they had been told, by the Quality Manager, we should not be doing this, but waiting a maximum of a few hours - certainly less that 24. He did acknowledge this was a change in Abbott's stance.
I'm not telling anyone how to manage/apply their sensors or conduct any support calls you may make, just feeding back for you guys should any of the foregoing be news to you.