NUU A5X screen broken

[smidge]

Hi all,

I haven't used the forum in several years so I am sure none of you know me, but I'm hoping someone can help.

I have recently been given a NUU A5X as part of my move onto NHS funded Freestyle Libre system. (My work frequently takes me to places where smartphones are not allowed so the A5X gets around this - no camera).

Anyway, the first thing I have done is drop it on the floor and break the screen. Clumsy! I've contacted Abbott but they are no help. They washed their hands of it and sent me to my HCP. Contacted them but they say Abbott provide the support. Now I'm at a loss what to do. The devices are not for sale so I can't buy a new one.

Has anyone got any ideas how to get a repair/replacement for one of these devices?

Ta

Smidge

 

[EllieM]

Hmm, do you think they are manufactured by nuu
https://us.nuumobile.com/a5x/
They have a support email address...

I would hope that replacing the screen could be done by any mobile phone repair place, if you can get hold of the replacement screen....

I would also suggest asking your HCP again as to from whom they sourced the reader. Do the instructions have any warranty information?

Good luck.

 

[In Response]

I agree with @EllieM
A very quick Google search shows the NUU A5X is not a product produced by Abbott so surprised you would expect them to fix it.
I would visit one of the high street phone repair shops and ask for assistance.

Once fixed, I also recommend the small investment for a screen protector. The cover for my phone screen was less than £5. I dropped it on the corner recently and only the screen protector was damaged.

 

[smidge]

Thank you @EllieM and @In Response.
I think you are both right that it is manufactured by NUU. They don't have a support function in UK/Europe - only the US. The NHS expects Abbott to support it as they are the UK distributor but clearly it is not a malfunctioning device - just a broken one because I dropped it, so the warranty doesn't cover it.

I'd happily buy a replacement - but they don't sell them. I'd also happily cover the costs of a repair - but I just don't know how to arrange that. I'll try your suggestion of seeing whether I can source a replacement screen from the manufacturer and get it repaired at a mobile phone repair shop - although I suspect that will cost more than the device is actually worth.

Honestly, I know I should have been more careful, but I would expect there to be some sort of arrangement in place for this type of repair. Accidents do happen and I can't be the only one who has dropped this type of device. I'll definitely get a screen cover once I manage to sort this out

 

[EllieM]

It's weird that if Abbott are distributing the phone they won't let you buy one...

 

[smidge]

It's weird that if Abbott are distributing the phone they won't let you buy one...

Yes. I think they only distribute them when they are instructed by the HCP to do so - I had to complete a set of forms initially and return them to the HCP before the device was issued. You can't actually buy them independently. I'm hoping that maybe when my usual diabetes specialist nurse gets back next week she'll be able to instruct them to sell me one or something. I'm only really using it because my NHS Trust doesn't accept anyone for funding of the Libre unless they sign a contract agreeing to automatically share the data with the Trust - so they won't let you use the Libre Reader. It's either a mobile phone or this A5X device.

As I can't take my mobile into many work areas, I've used the Reader for years - but if I want the NHS funding, I have to switch to their rules unfortunately.

 

[Hopeful34]

I don't understand that, as I use the Libre reader and upload it so that my hospital team can see it.

 

[smidge]

Hi @Hopeful34,

That's really interesting as that was exactly what I suggested doing - I was uploading the reader regularly anyway, but apparently the diabetes team don't support that and insist you use the App. I understand that the App is better as it has low glucose alarms (and this is considered by the HCPs as the main benefit) but the Reader is easier in my circumstances. Unfortunately you can't use the Reader if you start a sensor with the App - and the alarms in the App can't be used if you start the sensor with the Reader.

 

[Hopeful34]

If you're using Libre 2, the reader will alarm with both low and high glucose, so sorry but I still don't get their reasoning on having to use the App. I'm aware you only get alarms on whichever device you start the sensor with (App or reader), but I thought both the App and reader could both be used on every sensor.

I use xdrip on my phone, so haven't used the App, so apologies if I'm wrong.

 

[becca59]

I have just stopped using the reader in favour of my new phone. I too do not get their reasoning. The reader does have alarms, and although more of a faff you can still upload the results.
Partha Karr via Twitter is the person to contact about their ridiculous request, to see if it is a legitimate one or just your trust trying to make people jump through hoops and ultimately drop out. He is very interested in awkward trusts.

 

[smidge]

@Hopeful34 that is so useful - thankyou. I wondered why it mattered to them that I use the App - and it clearly isn't the alarms! Although I didn't know I could use alarms on the Reader but that's perfect.

@becca59 - thank you. That is incredibly useful information. I did wonder why they had an issue with the reader but assumed their reasoning was correct. I've self-funded for several years because I keep my BG good so not eligible for funding and had started to wonder if it's worth it. I'll look at Partha Karr's Twitter. Thank you

 

[T1Vet]

Hi All, what cover and screen protector is a good size for this device? Thanks.
T1, new to Libre2

 

[Stewie_60]

I'm late to the party but just broke the screen of my A5X in a fall and couldn't find a screen repair locally.
It seems to have panned out well, Dewsbury hospital diabetic support have given me a Libre 2 reader today. Apparently these were previously out of stock. It is smaller and lighter. But best of all it incorporates a strip reader for blood glucose and ketones! Marvellous, saves me carrying a phone size reader and a backup glucose meter when I'm away from home.
Double handy as twice I've been away for longer than expected and the sensor timed out and I *didn't* have the strip reader.