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Dexcom supplies, problem?

MoonSpirit

Well-Known Member
Messages
70
Type of diabetes
Type 1
Treatment type
Insulin
Anyone know what's happening.
Han an email on Saturday from Dexcom advising they had taken over distribution in the UK themselves from Monday.
6 Phone numbers and email addresses.
but I can't get through on any of the phone numbers (three for orders and three for tech support) there was a recorded message earlier in the day phone back after 1 p.m. but now even that's gone and an email sent Sat had automated response that I'd be contacted within 24 hours, no one has contacted me,

I'm desperate for a box of sensors before Friday when I go away.
 
I'd suggest this is called "Teething problems". I know there were a lot of people trying to place orders with AT in the run up to the switch and AT had no stock, so I think you will just have to keep trying.
 
tim2000s said:
I'd suggest this is called "Teething problems". I know there were a lot of people trying to place orders with AT in the run up to the switch and AT had no stock, so I think you will just have to keep trying.
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Thank you, I had not seen anything that distribution was changing from AT. (It looks like good news and is well overdue)
However first I knew about it was when I received the email on Saturday.
looks like for me it's happened at the wrong time. AT were very quick to courier out supplies never taking more than two days and I rely on getting them within a one week window.

We Spend a couple of months at a time sailing in the Med only return home for a week to check house is still standing, check mail, pay bills, collect medical supplies etc before returning. This change over is happening on that week. I fly back to the boat on Friday morning, for two months and it's now looking increasingly unlikely I will have sensors.
 
Ok phone lines now working in that they ring, answered by a switchboard machine,
all our agents are busy helping other customers, please hold for next avalable agent, no indication where in the que I am so no idea if there is anyone answering the switchboard calls.
I'v now reached half an hour waiting and am continuing to hold.
 
Give AT a ring and see if they have any stock left.
 
tim2000s said:
They haven't had for a while. That's why the lines to Dexcom are rather jammed.
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Ah ok had no idea what's been going on. Sounds very shoddy all the same.
 
CarbsRok said:
Ah ok had no idea what's been going on. Sounds very shoddy all the same.
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It's been a bit odd. We knew that the AT contract expired at the end of April, but there was no indication then as to what would happen next. It was a badly kept secret that this was happening. Seems that after that, AT were left to clear out their stocks while Dexcom got themselves going.

I don't know much about what's gone on on the inside.
 
So Basically AT been treated like a pile of doo dah by the big boys then.
 
CarbsRok said:
So Basically AT been treated like a pile of doo dah by the big boys then.
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It depends on your point of view. I'm sure that there was some discussion about pricing involved in that negotiation, given the dramatic change that's occurred.
 
tim2000s said:
It depends on your point of view. I'm sure that there was some discussion about pricing involved in that negotiation, given the dramatic change that's occurred.
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AT from what I was told had to pay import fees and quite a high price for the Dexcom equipment to then sell on to the public plus the wages of all their staff.
The dealings I've had with AT have always been good and positive and doubt very much anyone could match John's knowledge of diabetes
 
Ok I got through.
I was determined to hold on for one whole hour before giving in and hanging up, the phone was answered two minuites before the hour was up!

Apparently Dexcom distribution depot is now based in the Netherlands.
The guy I spoke to was very polite, very apologetic and sounded very American.

I didn't ask but i suspect maybe he is American, the call goes through to a call centre in the USA, then he sends the order over to the Netherlands depot to be sent out. (That would fit in with this mornings answerphone message that says the office is currently closed and the normal hours are 1p.m. to 6 p.m.)

I managed to place my order (he advised it's a holiday in Netherlands today and couriers are not working)
Will be sent out to me tomorrow, but its a bit dubious that they will be with me on Thursday.

We fly out early Friday morning and won't be back home for two months, down to my last two sensors which with the best will in the world won't last two months, (21 days per sensor is my average) looks like I may have to get used to living without my Dexcom for a month.
 
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Getting a hold of Dexcom is a nightmare (even here in the US), but I do know they are increasing their phone support staff.

If you have something urgent and can't get a response, my advice is to Tweet at them or post on their Facebook page.

I had an issue with never getting a callback, but wasn't too worried about it. I made a sarcastic comment on their Facebook page about it and received a phone call within 5 minutes of the post.
 
I quite often see posts on Facebook of people in the US on hold to dexcom for hours & hours, so if all UK calls are being put through to a US call centre then customer service is going to be quite a step down from AT! Will have to find their FB page and make sure to order in advance...
 
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