Dexcom customer service replacement — complete, practical guide

Overview and scope

Replacing Dexcom continuous glucose monitoring (CGM) hardware — sensors, transmitters and receivers — is a frequent need for people using devices such as the Dexcom G6/G7. For context, a single sensor run-time for the G6 is an FDA‑cleared 10 days and a transmitter life is engineered for roughly 90 days; receivers typically carry a limited manufacturer warranty (commonly 12 months). Understanding what qualifies for warranty replacement, timelines, and the documentation the company will require reduces downtime and prevents gaps in glucose data.

This guide focuses on concrete, actionable steps: how to determine warranty versus out‑of‑warranty issues, what evidence Dexcom will expect, typical processing and shipping timelines, insurance and Medicare realities as of 2024, and practical troubleshooting to try before requesting a replacement. It is written for clinicians, diabetes educators, and experienced CGM users who need precise operational detail for real‑world device management.

What Dexcom considers a valid replacement

Manufacturer warranty covers defects in materials and workmanship. Typical examples include a transmitter that stops transmitting within the expected 90‑day service life, a receiver that permanently fails to power on during the warranty period, or sensors that exhibit out‑of‑spec performance (recurrent false readings, repeated signal loss) traced to a lot issue. Damage caused by improper use, accident, or unauthorized modification is generally excluded from a warranty replacement and may be processed as an out‑of‑warranty repair/replace with a fee.

For patients who buy supplies through a pharmacy or third‑party DME (durable medical equipment) supplier, many replacement issues are routed through that supplier rather than Dexcom directly — particularly when products were purchased via insurance. For devices billed to Medicare or Medicaid, replacement rules follow the supplier’s contract and local coverage determinations; therapeutic RT‑CGM coverage has evolved since 2020–2022, so confirm the exact replacement policy with the beneficiary’s Medicare Administrative Contractor.

Step‑by‑step replacement process (what Dexcom will typically require)

When you contact Dexcom customer support, be prepared to document the device and the event. In practical terms, that means providing serial numbers, the transmitter ID, lot numbers from sensor packaging, dates of first use, and a clear description of the failure. If the device is under a warranty window (for example, a transmitter failure within ~90 days or a receiver within ~12 months of purchase), Dexcom commonly approves replacement without charge and ships a replacement unit.

• Essential documentation to have ready: proof of purchase (receipt or pharmacy claim), device serial/transmitter ID, device start/implant dates, photos or short video demonstrating the issue, Rx information if the product was prescribed, and insurance or DME supplier details when relevant.
• How to contact and escalate: use the official Dexcom Support portal on dexcom.com (Support → Contact Us), the Dexcom app in‑device support/chat, or the DME/pharmacy contact if supplies were billed through insurance. For supply chains, request an RMA or replacement case number and note the agent’s name and timestamp for follow‑up.

After approval, expect a processing window: many customers report case processing in 24–72 business hours and shipment via overnight or 2‑day service inside the continental U.S. International shipments depend on local subsidiaries and can take 3–14 business days due to customs and local DME processes.

Timelines, typical costs and insurance considerations

Timelines: initial triage by support (same day up to 72 hours), replacement authorization (same day to 5 business days), shipping (overnight to 5 business days domestically). Costs: if within warranty, replacement hardware is generally free from Dexcom; out‑of‑warranty fees vary — as of 2024 approximate U.S. retail ranges: transmitter replacements $250–$500, receiver replacements $200–$600, sensor boxes (3‑month supply) $300–$600 — verify current pricing through the Dexcom store or your pharmacy. Many users never pay retail because insurance or warranty covers the replacement.

Insurance: when supplies are covered under a health plan or Medicare, replacements are usually coordinated via the DME supplier, which files claims on your behalf. For Medicare beneficiaries, document insulin therapy and frequency of glucose checks as required by CMS local coverage to maintain coverage eligibility. If a supplier denies replacement, escalate to Dexcom support with the supplier denial letter and a clinical rationale from the prescribing clinician.

Troubleshooting to try before requesting replacement

Before initiating a replacement case, perform structured troubleshooting. Reboot the receiver or phone, re‑pair the transmitter, re‑install the app, and confirm Bluetooth settings and battery state. For intermittent signal loss, check proximity between transmitter and receiver/smartphone and move away from other strong RF sources. Many perceived failures are resolved by simple resets and re‑pairing.

• Checklist to rule out non‑warranty causes: confirm transmitter battery age (days in use), verify sensor insertion date (G6 = 10 days), run a receiver/app firmware check, photograph any physical damage, and attempt a transmitter re‑registration process per Dexcom support steps.

If troubleshooting fails, collect logs (some Dexcom apps allow export of device logs), timestamps of failure events, and screenshots showing error messages — these speed up adjudication of warranty claims.

International, clinic and pharmacy channels — practical tips

Outside the U.S., Dexcom operates regional support and distribution partners; replacement policies will be locally governed by the regional office or authorized distributor. Clinics and diabetes educators should maintain a simple document that lists the local DME supplier, supplier phone, and the Dexcom regional support portal link for quick escalation during device failure events. Pharmacies that dispense CGM supplies often have established RMA workflows with Dexcom and can replace sensors/transmitters when billed through insurance.

For clinical programs managing multiple patients, centralize serial number records and purchase dates in your EMR or clinic registry. This allows faster batch requests in case of a product lot recall and reduces patient downtime. When contacting Dexcom Corporate or regional offices, always reference the product lot, serial numbers, case notes, and any adverse event reports filed — Dexcom’s quality group may expedite replacement if a pattern emerges.

Contact and official resources

Primary official resource: Dexcom’s corporate site and support pages at https://www.dexcom.com (use the Support → Contact Us flow for the most current phone numbers, live chat, and regional office addresses). Corporate headquarters (U.S.) is listed on Dexcom’s site as Dexcom, Inc., 6340 Sequence Drive, San Diego, CA 92121 — verify via dexcom.com for the latest corporate contact. For urgent device failures, use the in‑app help or the support portal so your case is logged and traceable.

Final recommended practice: log all interactions (agent name, case number, time/date), retain receipts and device serial numbers, and ask for expedited shipping when clinical need or hypoglycemia risk exists. That level of documentation and escalation typically shortens replacement time from days to under 48 hours for high‑priority clinical situations.

How do I replace a failed Dexcom sensor?

Dexcom’s sensors are single use, disposable supplies. In the event of a sensor failure prior to the completion of a sensor’s expected life, the user must contact Dexcom Tech Support as soon as possible. Dexcom Tech Support will review each case to determine the cause of the failure.

Does Dexcom still replace sensors?

What is Dexcom’s sensor replacement policy? Dexcom stands behind the quality of its products and will aim to resolve sensor issues or replace sensors that fail to meet our high standards of performance. Dexcom CGM sensors are single use, disposable supplies intended for up to 10 days of wear.

How do I track my Dexcom replacement order?

You can track your order by clicking on the tracking number in your shipping confirmation email. Your tracking number will also be available within your Order History once your product has shipped and in the DPD app.

How many Dexcom replacements can you get?

Dexcom will replace a maximum of three (3) sensors in a twelve (12) month period.

How do I contact Dexcom for replacement?

Dexcom will continue to process re-orders, but we ask that patients only contact the Customer Sales Support and Technical Support teams at 844-607-8398 with urgent requests at this time.

How to replace a Dexcom one sensor?

And the transmitter up and away from your body like a bandage dispose of your sensor. And transmitter after removing your sensor. And transmitter tap pair new transmitter in the app.