For this complaint code, please obtain the following:
- RGA (Return Goods Authorization)
Problem
Patient received Low Transmitter Battery or Transmitter Failed messaged. The transmitter failed message can include Replace Your Transmitter and Sensor Now or Pair New Transmitter.
Note: NOT applicable to G7
Questions to be asked
N/A
Questions to be documented
230.1 What message was observed on the display device?
230.1.1 Is user alleging a premature countdown? (3-week, 2-week, 1-week, etc.)
230.2 How long has the transmitter been in use?
Actions
1. Record answer.
a. If App, verify activation date. If premature countdown can be verified, use code 045
b. If Receiver only, verify Transmitter activation date from the Receiver menu > Transmitter > Info
c. If error message is “Transmitter Failed” RGA is required.
d. If error message is NI, RGA is required.
e. If PT received an expected end of life message, RGA is not required.
1.1 Select from drop-down: 3-week, 2-week, 1-week, Unable/Unwilling to answer, No.
2. Select from drop-down: 1-30 days, 31-60 days, 61-90 days, 90+ days
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