Dexcom Fesses Up About Its Communication Mess Up

A major server outage rattled Dexcom customers – particularly parents – over the U.S. Thanksgiving holiday weekend. But most were not as mad about the technology glitch as they were about the company's lack of communication about the issue. Dexcom said it became aware of an issue with Dexcom Follow early Saturday morning that caused some followers to not receive continuous glucose monitoring data or alerts. Dexcom Follow is an important feature of the company's product that many users have come to rely on as part of their diabetes management. James McIntosh, senior public relations manager at Dexcom, told MD+DI Wednesday afternoon that Dexcom Follow Services have been restored to full-service levels but that the company continues to monitor and stress-test the system. "Our teams are also closely monitoring customer feedback, per usual protocol, and routing any isolated issues through our normal tech support channels," Dexcom said in a company statement McIntosh provided. "We believe we have identified [the] root cause and our teams are working cross-functionally to confirm. As soon as we complete the investigation and have absolute certainty, we will provide an update on [the] root cause and our path forward." Because Dexcom relies on Google’s cloud service and some Microsoft technology, the companies worked with Goo...
Source: MDDI - Category: Medical Devices Authors: Tags: Business Digital Health Source Type: news