I just got off the phone with Abbott about my FreeStyle Libre, and I was pleasantly surprised at the support I received.
I was wearing my very first Libre sensor for about 8 days and had started to notice that the adhesive around the edges on the small portion that sticks out from the sensor was starting to come up. The sensor still felt very secure in my arm though so I wasn’t too worried about it falling out. However, when I was playing with my dogs, one of their claws found its way between my sensor and skin and the sudden downward motion it was carrying left my sensor barely hanging on.
I called support because, unlike my 670G or my old Dexcom, I didn’t see a way to end a sensor and start a new one and wanted to make sure I did it right so as not to inadvertently waste a sensor. The gentleman on the phone went through some information with me and said they would replace my sensor (as a one time courtesy), which I thought was a pretty good thing of them to do considering the circumstances. I don’t believe it was the fault of the sensor that it came off, I blame the dog. Yes, the representative had the whole story. He also answered my question about starting a new one early. Apparently all you have to do is scan it and it will ask if you want to start a new one. Haven’t tried it yet since I like to put it in right before bed so my 12 hour warm up happens over night.
Just wanted to share my experience here. I don’t know if it really is a one-time courtesy and they’ll never replace a sensor for free again if one does fall out on its own, but the gesture was appreciated even though I wasn’t calling to ask for a replacement sensor.