Appendix B: Need Help? You're Not Alone; Dexcom Technical Support Team; Dexcom Patient Care Team; Dexcom Sales Support Team - Dexcom G6 User Manual

Appendix B: Need Help? You're Not Alone!

Dexcom has three support teams to help you, each with their own specialty:

• Dexcom Technical Support Team

• Dexcom Patient Care Team

• Dexcom Sales Support Team

B.1 Dexcom Technical Support Team
This team helps you with all CGM system–related issues as well as software-related issues. They provide
replacement units, resolve technical issues, and take product complaints. They don't offer medical advice.
Contact Information
• Internet: dexcom.com/support
• Email: TechSupport@dexcom.com
Please include:
o Patient name, date of birth, address, and phone number
o Description of technical problem
▪ What happened and when (date and time)
▪ Item SKU number and name (for example: applicator)
▪ Lot and/or serial numbers of problematic devices
o Your contact information (for example: call 555-555-5555 after 5 pm Pacific Time)
• Phone: Available 24 hours a day, 7 days a week
o Toll Free: 1.888.738.3646
o Toll: 1.858.200.0200
B.2 Dexcom Patient Care Team
The Dexcom Patient Care Team is a group of Certified Diabetes Educators (CDE) and Registered Nurses
(RNs) offering you customer care and individualized education services around Dexcom CGM, including:
• Product training — both initial and ongoing (for example, how to use a specific feature)
• Regularly scheduled webinars at dexcom.com/web-based-education
• How to optimize your Dexcom CGM use
• Using Dexcom CGM reporting software and features, including interpreting reports
Contact Information
• Internet: dexcom.com/dexcom-care
• Email: patientcare@dexcom.com
Please include:
o Patient name and date of birth
o Your contact information (for example: call 555-555-5555 after 5 pm Pacific Time)
o Description of question or training needed
• Phone: Available Monday-Friday 5:30 am–8:00 pm PST (subject to change)
o Toll Free: 1.888.738.3646
o Toll: 1.858.200.0200
B.3 Dexcom Sales Support Team
The Dexcom Inside Sales Support Team helps with:
• First-time orders and re-orders
• Tracking shipments
• Locating a local Dexcom representative
Contact Information
• Internet: dexcom.com/order
• Email: customerservice@dexcom.com
LBL014003 Rev 001 Dexcom G6 User Guide 4