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Libre Sensor

Oscar1996

Oscar1996

Member
Hi
Recently had a bad sensor, I called Abbot, and they were super understanding and sent me a new sensor.

However, I never received an email to confirm that they had put in a new order for me? Has anyone else experienced this?


They also said that they would send me a pack to send back the bad sensor in, do I receive any information about what was wrong with the sensor? Do they log this on your account? I'm a bit worried about if I get another sensor that is faulty they might think I'm lying or something.

Thanks all
 
I think that is how it works.

Libre are still relatively new technology so they seem to have a fair few fail.

I had one which failed the other week did the same as you, they sent a replacement and a bag in which to send the sensor back.

Not had an email or any other communications from them as yet, to be honest I am not sure what they would tell you.

A couple of people around the forums have had more than one fail and as far as I can tell Abbots have duly replaced them.
 
Knikki said:
I think that is how it works.

Libre are still relatively new technology so they seem to have a fair few fail.

I had one which failed the other week did the same as you, they sent a replacement and a bag in which to send the sensor back.

Not had an email or any other communications from them as yet, to be honest I am not sure what they would tell you.

A couple of people around the forums have had more than one fail and as far as I can tell Abbots have duly replaced them.
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I'd have most likely eaten all of what's in your image (with adequate insulin taken). My OH would have had to get his own!
 
Oscar1996 said:
Hi
Recently had a bad sensor, I called Abbot, and they were super understanding and sent me a new sensor.

However, I never received an email to confirm that they had put in a new order for me? Has anyone else experienced this?


They also said that they would send me a pack to send back the bad sensor in, do I receive any information about what was wrong with the sensor? Do they log this on your account? I'm a bit worried about if I get another sensor that is faulty they might think I'm lying or something.

Thanks all
Click to expand...

I wouldn't worry about it, I've had a few failures now. They never seem concerned when I called to report it and have replaced them without question.
 
It depends on the country. In Australia, I had almost a 40% fail rate (over 11 sensors). They wanted to know all about the failures, but not once did I get a replacement sensor out of them (and they normally failed 4 days in, the records were shortest time to fail less than 1 day and the max time to failure 7 days the rest went the full distance of 14 days). I stopped reporting the failures as I was just giving them free data on a really bad product.

I can thank them though as that started my journey onto a pump and different sort of CGM's. Although these are a little more expensive, if you count the failures, they are much cheaper than the Libre. I think in a few years when they all perfect the technology they will be great, I think they are just a little premature to market.
 
Oscar1996 said:
Hi
Recently had a bad sensor, I called Abbot, and they were super understanding and sent me a new sensor.

However, I never received an email to confirm that they had put in a new order for me? Has anyone else experienced this?


They also said that they would send me a pack to send back the bad sensor in, do I receive any information about what was wrong with the sensor? Do they log this on your account? I'm a bit worried about if I get another sensor that is faulty they might think I'm lying or something.

Thanks all
Click to expand...
I never received an email, just a hazard bag to send mine back in. You'll know when they have it because you get a reacement fairly quick. They log it on their system when it arrives so you can call them up and they'll tell you. Hope this helps! :)
 
mitty6678 said:
I never received an email, just a hazard bag to send mine back in. You'll know when they have it because you get a reacement fairly quick. They log it on their system when it arrives so you can call them up and they'll tell you. Hope this helps! :)
Click to expand...
I get my replacements with the bag in to send the dud back, usually within days of phoning them. Once I’ve got that, I return the dead one.
 
When you post the 'failed' sensor back to Abbott, I suggest you get a 'proof of posting' receipt from the post office. I say this only because I've heard of others subsequently getting letters saying they hadn't received the 'failed' sensor.

I feel it's good practice to get proof of posting and usually do this when sending anything back to wherever ;)

Personally, I've not had a problem with Abbott replacing a failed sensor and, I've recently noticed, that if bought from a local pharmacy, the replacement seems to have arrived more quickly than if bought via Abbott. Of course, this could just be a coincidence but it's always been quicker when they've asked me where I got the sensor from.
 
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