I would like to share some device replacement stories. At the moment I use Freestyle Libre 3 and my daughter uses Dexcom G6.

I have used Freestyle Libre 1 and 2 before and for the first version they always wanted me to call a hotline, but I could convince them to allow me to just send an email with all the information they were asking at the hotline.

To replace a FSL2 they had an online form, which required a lot of information, but when filled out properly they sent an replacement.

When I need a replacement sensor for my current Freestyle Libre 3 I just have to fill out a form which asks me to enter the serial number and how long I have used the sensor. Sometimes they want the defective sensor back, but most of the time that’s it.

On the contrast to get a Dexcom G6 replacement I have to fill out an online form which will not accept valid inputs (my mail address I successfully use for my Dexcom account is not accepted in the mail field). The form asks a lot of information (e.g. two different serial numbers). When filled out and submitted Dexcom then calls me (but not on the number I provided in the form) to confirm every entry I just did and ask some more questions. And the they send the replacement.

That is so annoying - even somewhat humiliating - and unnecessary. Obviously Abbott has looked at the success rates of their hotline and decided to just ask less questions and save a lot of money trying to catch the few fraudsters they prevented getting a replacement before. I am pretty sure they didn’t do this because they were worried about me, but because they realized it would be cheaper to just skip this, but nonetheless it makes me a happier customer.

Do you have other replacement stories / policies you encountered and want to share?