A recent online post from a doctor on concerns with his continuous glucose monitoring (CGM) sensor, from multinational healthcare company Abbott, has flagged the need for better customer complaint redressal mechanisms from companies, among other things.  

“My last 3 devices have stopped working in 7 days and it was showing low sugars …of 50 mg for more than 8 hrs,” (sic) said Mallikarjuna Reddy N, Clinical Director and Senior Consultant (Urology & Robotic Surgery) at Yashoda Hospitals (Hyderabad), on microblogging site X (formerly Twitter). Explaining the danger in such a situation, he adds, a low-sugar reading could make the worried individual take more sugar, when in fact he should not. On flagging the problem, he received automated responses, he said, alleging the possible “dumping” of “faulty devices” in the country.  

Reddy told businessline, he had been using Abbott’s sensors for about a couple of years, but has encountered similar issues in the last few months. “Three sensors had crashed within a week. And it was showing almost significantly low glucose levels for a long time,” he reiterated. He increased his sugar intake, based on the reading, as “I didn’t want to have a crash (dip in sugar) in between,” he said.

The CGM involves a coin-like biosensor device fixed to the arm, and it gives glucose readings directly to the phone, for about two weeks.

Nupur Lalvani, Founder, Blue Circle Diabetes Foundation, points out, “Not only are these devices very expensive, but (they are) also not always accurate.” Several people have over the years complained about these sensors, she says, adding, “All CGMs have the possibility of some variance from the glucometer to be fair but when it’s wildly off, with no recourse and no ability to “calibrate,” people feel frustrated and cheated.”

Diabetologists point out that “sensors do fail ocassionally,” and the problem could involve storage or be linked to the particular device / batch.

Responding to the issues raised by consumers, an Abbott spokesperson told businessline, that all product-related reports were addressed with seriousness. “Each report is thoroughly documented and investigated,” the spokesperson said. “The Libre sensors sold in India are manufactured in the same facilities and subject to the same high-quality standards as those intended for other countries,” the company added.

Redressal mechanism

Reddy says, being a doctor, he understands machines are not infallible - “Nothing is going to be absolute.” But there needs to be a checkpoint, when a number of sensors have a problem, he says, instead of blaming the Android phone that runs the Abbott application which helps read  data from the sensor. “So if everyone has to buy an iPhone …  how does it work,” he asks.

Clarifying that he is not affiliated with any company, he says “Unfortunately, our redressal mechanisms are also extremely poor.”  If the person is a non-medical patient, they would see the low-sugar reading and eat more, he says, and that could cause a problem as well. It is not about replacing the sensor, but the absence of an “appropriate response,” despite escalating the issue with the company on a number of sensors, he says.

Published on April 24, 2026