Approaching Abbott for a replacement Libre 2 sensor

My first post, apologies if the answer has been amply covered before.

I started using the FreeStyle Libre 2 in October 2023. It's not perfect but I value the high and low glucose alarms at night.

After several mostly satisfactory months, my current sensor (since six nights ago) initially gave very erratic connection with my phone, including lengthy drop-outs.

After a few days the offline periods ended and the sensor is now recording the level steadily and continuously...but all the results are far below my finger-prick test results, even when there's no rise or fall hour by hour. Now, for instance, the Libre is reading 5.6 while the Accu-Chek Performa and Contour Plus are reading double that. Even my ancient Glucotrend (25 years old) still gives exactly the same results as brand new blood glucose testers, and they're all high above what the Libre sensor is saying.

As a result, if I keep my blood glucose between 5 and 8 according to the BG testers, the Libre records a perpetual hypo (it did for five hours last night). My time in range has dropped from 90s to low 80s in a couple of days.

I recognise that when levels are rising or falling, it takes the Libre time to 'catch up' with readings from blood glucose tests. That is not the problem in this instance - it's more like a calibration issue.

I was assured when being introduced to the Libre that if a sensor failed, I could apply to the manufacturer Abbott for a replacement.

Can anybody link me to the correct site to use to make that request?

Thanks for reading!

Thanks for your prompt response.

To be honest I'd found that page, and like you, I would rather make the request by email, but I thought the sweeping terms and conditions, and the data-access Abbott requires agreement with, (purely so I can request replacement of their faulty sensor) doesn't make a very attractive start to the relationship.

Therefore, I'd just as happily telephone. Is the number you've previously used, their customer service number, 0800 170 1177?

Thanks for that, I will try calling. I don't like making baseless or untested assumptions, but might the calls be made intentionally tedious in order to encourage use of the web-method instead?

I don't say the Abbott terms and conditions are unusual or equivocal (I haven't examined them closely - has anyone, ever?) but I can't see why they must have my data. As an NHS patient I have been a consumer of their product for several months without their needing to know anything about me.

The only change is that their product has failed. As a consumer I'm justified in requesting a replacement. If their product's failure means they suddenly, arbitrarily require my personal information (which they may then share with unnamed third parties who may or may not be as reputable as Abbott), I'm not inclined to agree very readily.

It's curious that NHS patients must get in touch with Abbott, rather than returning a failed sensor to the pharmacy and claiming a replacement. I suppose the NHS's reluctance to represent patients' dissatisfaction with the Libre to its manufacturer, only underscores the relative newness and fallibility of the product, as well as the health service's lack of resources. Either way, Abbott's requirement for personal data can only be for the company's commercial advantage.

Hopefully I'm spending longer thinking about this than it warrants, but overlooked terms and conditions may provide carte blanche for parties who treat our data as an exchangeable resource. We're troubled enough, by our physical conditions.

Thanks all, I feel encouraged.