1. Medtronic have a 24 hour , 7 days per week, customer service, full express replacement within 24hours, no questions asked and the cgm has good bgl reliability and is cheaper then the Free Style Libra.

    I guess my only disappointment with this whole Freestyle Libra was the build up to an “affordable” way to monitor via scanning. I have never used it so i cannot comment on it’s reliability rate but you can asked the company for the data they must hold on it’s reliability rating and who did the research.

    I had some concerns and Medtronic immediately took affirmative action and have found them to be highly professional.

    Good to get some feedback on the Freestyle Libra. Thanks Frank

    • Amy Rumley

      I just started with the Libre December 2017
      On my second sensor and the meter quits. Iris 7pm at night and I left a message on FB. What in the world ….this has changed my life in 2 and 1 half weeks

  2. Rick Phillips

    I agree Frank. I try to only do business with companies with a 24 / 7 customer support service.

    I referred your blog to the TUDiabetes.org blog page for the week of August 1, 2016.

  3. Jesús

    Thanks for your blogs and posts about Diabetes, Frank.
    I’ve been using FreeStyle Libre from 4 months now. I faced many problems with sensors, but also with readers. Three readers up to now have died after an error message like you describe here. I’m getting crazy with the readers. After these three died, i’m starting to think that the charger provided by FreeStyle within the reader box doesn’t provide the right current for the reader and this sooner or later crashes. I had to call FreeStyle support all that times and ask for a replacement. No problem on that, support is quite good when these problems happen.

    • Thanks for reading. Ive also heard that the reader can be temperature sensitive if you’re in an extreme climate. But yes, in my experience customer service have been excellent. Were they able to fix the problem with your reader?

      • Jesús

        Well last months were Winter here in Spain, the last 2 were Spring. But we are having very smooth temperatures here. I think the problem is more related with the power supply. Chargers should be introducing some problems when charging the reader. Maybe some overcurrent 🙁 no idea.
        The solution with the faulty reader is as the previous ones just to send me a replacement. After sending the faulty one back to the company, I don’t know how they fix it.

  4. Jon

    I used this a year or 2 back (buying it at an apparently considerably lower price that other alternatives), hoping /expecting (stupidly) it would change, or at least improve my miserably paranoid diabetic life… but alas, this is the WORST item I have ever wasted my time over. I have changed the reader 3 times due to just “not working” I dont know how many sensors have passed my way both in warantee or purchased. I have never reached 2 weeks on them. I think at best, 8 or 9 days, and that was only when i was pretty much vacuum packed and certain to not touch a shower, nor sweat nor contact anything that could detach it. However usually really 5 days is a more realistic number. Despite the BS indicated you certainly cannot swim at any depth, have a shower or even brush against hedges (yes not a joke) without it giving out signals or detaching. My levels continunally provide differences of 70-100 so this is not reliable. For some reason on my national health plan in Europe it has finally been accepted – ie. I get 2 free a month. I really thought they’d got it working finally. Now I know these are free, but honestly, the same problems are existing, after literally 24 hrs, applied correctly, no showering, no rugby playing, but just being calm, the same results, it detached slightly and giving very erratic results compared to the normal blood strip tests. twice this has happened. I would really advise against this to anyone who considers this item the low cost of the sensors that dont work and leave you very neurotic during the day is quite easily offset by sensors that cost a bit more but actually work. I actually had medical professionals applying a sensor to me, just in case I was doing something wrong.
    I have no idea how on earth a health system has permitted these things to enter into the market, I thought they had to pass certain tests….?
    Seriously its frightening, its worrying, and its left me in a more neurotic mess than before

    • Sorry to hear your experience with the Libre hasn’t been a great one. The feedback I’ve gauged from the diabetes community here in Australia is divided. Some people love it, while others say it’s not accurate. Everyone is different, I suppose. Thanks for your comment.

    • Maree

      I’m in Australia too and I’ve been using them for almost a year- I love it even though I’ve had my fair share of faults and issues! Customer servce have always provided replacements and as I lead a very active life-style it is a real life saver!

      I also swim every day with it (plus I exercise and sweat A LOT) so I’m surprised to hear previous person (Jon) could not even shower with it! How frustrating!

    • Suzanne

      I’m also in Australia and have been using my reader for about three years. Have had a couple of replacements early but the one I now have has worked perfectly for 18mos or so…until this weekend. I have the app on my phone and can check BGL that way so know the sensor is OK but the reader will not “read”. It is charged and I can check history (last reading was 2221/19 Feb at 7.7. Would not read at about 0400/20 Feb but phone would. I’m very upset that there is not a 27/7 help line and cannot ring customer service until Monday morning.
      Now, Jon, I swim with mine on two or three times a week for about one hour and play golf three times a week. Upset that reader will not work as playing in golf tournament tomorrow and will use phone for scoring. Changing complicated but will have to. I do not wear mine on my arm but under my bra strap at about armpit (probably not good for you-my diabetic specialist advised this as better spot for women) and I always cover with rock tape. I’ve never had a problem with it here and not as easily knocked or noticed.

  5. Craig

    Your lucky to get such good support. Out of 7 sensors 3 have failed. The latest lasted 1 day. I complained about the previous 2 failures. I filled out the online feedback as requested and of course heard nothing back. I think next stop is consumer affairs.

  6. Trish

    I have been using since August 2016. Have had several sensors fail and have been replaced quickly. My reader is telling me “connected to computer “ and won’t scan. It is Saturday morning and no service until Monday. I have a spare reader but will have to replace sensor which still has ten days to go. This is $200 worth in one hit and I will lose all my history on reader. Anyone else with same problem? Trish

    • Yes, we have the same problem with our Daughter’s Libre at the moment. The reader is telling her “connect to computer” and won’t read. She can always take her blood sugar with a stick and her old meter but we told her she would get rid of the needle sticks if she decided to keep going with it. I am not sure that she will since we don’t trust it enough yet.

    • some fsl user

      > ” My reader is telling me “connected to computer “ and won’t scan. ”

      I just had the same problem with a freestyle 2 reader. Funny: When connecting the reader to the charger then it would scan! A few days later the reader developed more problems: not turning on when button was pressed and screen randomly flashing on/off. Then it died for good, completly dead and even reacting to reset. (hold button for 30 seconds)
      This is the third this year that died on me.

  7. Philip Skehan

    I have been using Libre for about two years and like others who have posted here, I have had many problems with defective readers and sensors.

    It is correct that Abbott will send out replacements quickly from a Sydney warehouse. But, I have had nothing but drama dealing with their call centre, who I think are based in Manilla. Maybe it is a cultural thing but you cannot simply state your problem and move on. Nearly every call takes an interminable period of time. They needlessly repeat back what you have said and ask for affirmation over and over. I suspect that they have a tick a box form that they are pressured to get right and are being monitored. For a product that has the same ongoing issues why can’t we just be able to lodge notice of a defect online?

  8. Libre looper

    Thanks for this blog it has generated a lot of interesting comments. I’ve been using libre with blucon night rider of a couple of months. Of 4 sensors 3 have failed at 4 days 9 days and 2 days.
    First they start reporting really low numbers like 2.4 when a blood test reveals 10.5. Up to 8 off!
    Then it starts reporting not available try in 10 mins. In the error log will be the dreaded E3, 373P
    I agree with the support they go through a checklist of tests then send out a replacement, they are very guarded on questions about how often sensors are failing. The good news is that replacements come express usually 1-2 days only. At first I was worried that the blucon device was killing the sensors but after reading here I suspect its just that these things really are likely to fail often which is why they do not seemed surprised and quickly agree to send a replacement. It will be great when the libre sensors quality improves (it can’t get worse) and when they finally get on to the ndss subsidy list in Australia …. Sound of political can being kicked down the road.

  9. Jimmy Jones

    Sally71 mentions that the libre doesn’t read blood. This is incorrect. It does read blood which has been transported to the interstitial fluid. The only difference is, there isn’t so much blood to read as with a finger prick test and also the blood flowing to the interstitial fluid is delayed compared to actual blood underneath the skin. For this reason even though the blood has been delayed, the accuracy of the Libre should be as good as a finger prick test. What this means of course is that the basic underlying principle of the system is good and the flaws should be ironed out as time passes. I.E As Abbot improves their system with more testing and research.
    So the people who are having a bad experience at the moment , please don’t give up hope.

  10. Sharron battle

    This product is the worse. Abbott knows this product is faulty. I’ve had 3 sensors in the last 2 weeks n the reader has not read one yet. How much longer before a recall on this product and fix the problem. I am so frustrated right now and out of a lot of money. Calling again tomorrow. Still finger sticking.

  11. Claudia Farris

    I don’t trust the system since readings have been much higher or much lower than finger pricks checking blood since I have been using system. I was on my third reader and gave up. It was a great idea that didn’t work for me. I am type 2 diabetic.

  12. Susan

    Thanks to all these comments I don’t feel alone in my woes! I have had a horrible time with Abbott and Bayshore. Their customer service is terrible – infrequent, as mentioned, they take a long time to respond to my emails (I received a reply to an email from LAST YEAR a few weeks ago), call waits last a long time, their staff are not equipped to answer questions helpfully, and they do not store my personal information correctly.

    I attempted last year to order a Libre and months later received an email saying they cancelled my order because my insurance provider could not cover it, even though I paid out of pocket.

    I was prescribed a libre by my endo a month ago. They issued me one sensor and reader for free. They injected the sensor and I went home and waited the hour for it to calibrate. It continued to provide errors, making me wait an hour in between each check. I was issued a new sensor a few days later. Then after a week, the reader stopped working. It was not exposed to any different conditions, yet it just refused to turn on after I had already used it 3 times that day without issue.

    My endo really wants to see the continuous data so I decided to splurge and purchased the 2 sensor/1 reader package last week. After my original confirmation email, I have received no further news of my order, despite the email saying the order would arrive in 2-3 days. I have not even been billed for the order yet.

    My next plan is to get a short spiky hair cut and do some shopping at Reitmans to see if that will help them understand my frustrations as a customer.

  13. Miguel

    For those reporting errors such as Er3, 373, P:
    I think that sometimes we may insert the sensor in a place with very few amount of skin. Occasionally, it may entail that the cannula is bent over so it is placed very superficial. In this situation, the amount of interstitial fluid is insufficient so the libre reports “low” when the finger prick test will say any other value. Avoid the places too close to the elbow or the shoulder, and place it where you have enough flesh.
    My latest experience was a sensor on the right arm, that was in 30s or 50s in raw values but calibrated the Xdrip with the right values. However, suddenly it skyrocketed to 900 in raw values!!!! It also reported changes of +60mg/dl in 5 minutes, which is physiologically impossible. After 5 days of use, the sensor stopped and the glucometer said “the sensor cannot be used, you should initiate another one”, with the error mentioned above. I think the sensor was faulty in origin.
    Anyway, the main problem of sensors is the lack of consistency. Sometimes, and for the same sensor, a raw value of 120 is equal to a finger prick test of 100 and some other times is equal to 70 or to 140. And the sensor is the same…. Supposedly, the update in the firmware (glucometer) should improve consistency, but I could see dozens of errors in the glucometer… not a mature technology, I’m afraid. Needless to say that Customer Service replaced the sensor without any problem.

  14. Stafford Browne

    i set up the freestyle libre . Cannot get it to work. getting message that the sensor was not found. Scan the sensor again. How do I proceed?

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