.@annikaalford Well MERRY FUCKING CHRISMUKKAH to me. Senior VP has a Twitter account. Pardon me while I link my many threads on #Dexcom
P.S. Thanks for the fact that "all calls are recorded for quality & training purposes." It's amazing what y'all will admit on those calls.
P.S. Thanks for the fact that "all calls are recorded for quality & training purposes." It's amazing what y'all will admit on those calls.
NOW FOR THE CHERRY ON TOP OF THE MOTHER FUCKING CAKE:
Those "known issues" that cause the device to malfunction & that #Dexcom senior reps & tech support specialists have admitted on recorded lines? Seems there might be some issues with that...
Those "known issues" that cause the device to malfunction & that #Dexcom senior reps & tech support specialists have admitted on recorded lines? Seems there might be some issues with that...
I was just told that Dex reports any suspected defects or malfunctions to the FDA. When I asked if issues that I have personally reported DOZENS of times are in any of the FDA reports I've generated, I was told no. That's right, not. reported. to. the. FDA.
These issues that cause the device to malfunction include: compression lows, dehydration, & elevated internal body temperature (ie taking a bath, exercising, etc).
The most recent supervisor claimed that “compression lows are not a known issue.”
Yes, keep reading, THERE'S MORE
The most recent supervisor claimed that “compression lows are not a known issue.”
Yes, keep reading, THERE'S MORE
When I pressed for clarification I was told that these issues are "commonly reported but not known."
I had to ask four times how something could be commonly reported but "not known."
****Best part below***
I had to ask four times how something could be commonly reported but "not known."
****Best part below***
According to this supervisor, "known" means tested.
He confirmed that means that Dexcom has knowledge that these situations cause the device to malfunction but because #Dexcom HASN'T FUCKING TESTED them, they have no proof that these problems exist & are therefore "not known."
He confirmed that means that Dexcom has knowledge that these situations cause the device to malfunction but because #Dexcom HASN'T FUCKING TESTED them, they have no proof that these problems exist & are therefore "not known."
When I raised these concerns with senior officials roughly two years ago, they agreed when I said these are class action product liability lawsuits waiting to happen.
There's clearly a reason you've included the forced arbitration clause in the user agreement.
There's clearly a reason you've included the forced arbitration clause in the user agreement.
As of December 10th, I no longer get low blood sugar notifications.
DECEMBER FUCKING 10th. I've spent probably a dozen hours on the phone with tech support and supervisors, who can't be bothered to call back. I've elevated these complaints repeatedly and NOTHING.
DECEMBER FUCKING 10th. I've spent probably a dozen hours on the phone with tech support and supervisors, who can't be bothered to call back. I've elevated these complaints repeatedly and NOTHING.
& you know what I really love? The fact that, in order to file a formal complaint, a supervisor or manager has to return my call. They don't. That's not a thing. Literally the ONLY THING tech support is good for is when a sensor falls off after <10 days & I need it replaced.
Shocking that I never got a response. Almost like it's a pattern or something. @annikaalford @MelissaBotello7 @yousuckdexcom @alt_fda @FDADeviceInfo 
@annikaalford @MelissaBotello7 @yousuckdexcom @alt_fda @FDADeviceInfo 3 1/2 hours. That's how long I just spent on the phone being patronized by management. Apparently we're adding "sexism" and "misogyny" to the long list of pervasive issues at #Dexcom. @annikaalford @MelissaBotello7 @yousuckdexcom @alt_fda @FDADeviceInfo
Also confirmed that #Dexcom doesn't appear to have consistent standards for generating a report to the FDA nor a formal complaint mechanism for issues beyond the device's functionality (or lack thereof). @annikaalford @MelissaBotello7 @yousuckdexcom @alt_fda @FDADeviceInfo
@annikaalford @MelissaBotello7 @yousuckdexcom @alt_fda @FDADeviceInfo Oh, & last week when I called tech support b/c the device wouldn't detach & was literally hanging from my body w/ the needle halfway inserted, #Dexcom's report failed to note the specific issue, focusing instead on how upset I was. @annikaalford @MelissaBotello7 @yousuckdexcom
@annikaalford @MelissaBotello7 @yousuckdexcom @alt_fda @FDADeviceInfo I don't think #Dexcom realizes the hole they're digging for themselves. At this point, it doesn't seem remotely plausible that they're complying w/ FDA reporting requirements whatsofuckingever. They don't even have a policy requiring them to actually call users back as assured 🤯
@annikaalford @MelissaBotello7 @yousuckdexcom @alt_fda @FDADeviceInfo So yea, #Dexcom, try telling me again to stop "being so combative" or asking me "what I'm getting at" when I try to raise issues and clarify discrepancies in the answers I'm provided. I'll pass you the shovel. @annikaalford @MelissaBotello7 @yousuckdexcom @alt_fda @FDADeviceInfo
Other highlights from today’s funfest w/ #Dexcom:
1) The only reason I finally received a call back was because my “personal tech support” guy finally returned my calls. Apparently all the other calls I was assured by multiple supervisors just disappeared into the abyss.
1) The only reason I finally received a call back was because my “personal tech support” guy finally returned my calls. Apparently all the other calls I was assured by multiple supervisors just disappeared into the abyss.
2) In the first couple min, #Dexcom’s global operations manager demanded I stop cussing or he wouldn’t help (despite the fact that I started off by apologizing in advance for my cussing & tone). Their incompetence is life-threatening & they think me saying “fuck” is the problem.
3) The global operations manager legit asked me to “give [them] a chance” to rectify their failure to follow up. I had to remind them that their consistent inability or refusal to return calls was the reason I was assigned a personal tech support person in the first place.
4) When trying 2 wrap up the call, I went back over the 2 dozen issues they needed 2 follow up on & asked them 2 summarize their notes from the call. Turns out they didn’t bother 2 write much of anything down. The manager then had the audacity 2 ask me 2 repeat everything I said.
5) Any chain of command at #Dexcom is questionable. When I asked if the call generated yet another report for the FDA, the manager had to put me on hold to debate the answer with the tech support guy. It took them more than a couple minutes to figure it out.
Response to my first attempt to clarify: “That’s bullshit and you know it.”
Second time around: we [Dexcom] will get back to you with clarification in the next few weeks
Second time around: we [Dexcom] will get back to you with clarification in the next few weeks
Here's a suggestion: why don't you stop checking out my LinkedIn profile and actually do your fucking job.
