- Messages
- 98
- Type of diabetes
- Type 1
- Treatment type
- Insulin
In mid-April my pump clinic gave me a Dana i pump, to replace my Medtronic 640G which was some way out of warranty.
The clinic offer a wide choice and I thought I'd done my homework, and would be able to closed loop with it. The Bluetooth connection became intermittent quite quickly, not sure whether it was the Android devices or the pump, but I stopped being able to connect from a number of devices. By mid-May it started flattening batteries in days, and eventually wouldn't accept a fresh battery, pronouncing them flat.
I called Advanced Therapeutics (Sooil's UK distributor) who said they'd send return packaging but it would have to go back to Korea where Sooil are based, and the round trip plus investigation would take up to two months, depending when they received my pump, as they do one shipment per month in each direction.
After another month I'd heard nothing, so I called them again. Turned out the first person hadn't done anything about my call so we went through it all again. Eventually, what with my summer holiday, repacking it when they changed the shipping, and then sent the wrong postage, it eventually reached them on 13 July.
Having heard nothing, I called Advanced Therapeutics on 22nd October. They told me that my pump was one of 50 which they'd just received from Korea with firmware corrections, and they'd be sending them out as soon as possible. They also said they'd try to get mine out that week.
After that I've heard no more and they've had it for four months - six months since I reported the problem. Luckily my 640G is still trucking on; and Medtronic are even going to send me a new one before Christmas with a revised, less breakable collar for the reservoir.
Compared to Medtronic, who'd send a new pump out and collect the old one at the same time, so almost no downtime, the support for the Dana has been poor.
In the UK this situation is covered by the Sale of Goods Act. If I'd bought something which failed that quickly, I could ask the vendor for a refund. The hospital which bought it suggested a refund might be possible, but now think not. The hospital won't replace my pump as it's within warranty, which is fair enough as it should be Advanced Therapeutics' responsibility.
Can I hold Advanced Therapeutics, who sold the device, to any standard?
It seems not, but I'd be interested in hearing of any similar experiences.
The clinic offer a wide choice and I thought I'd done my homework, and would be able to closed loop with it. The Bluetooth connection became intermittent quite quickly, not sure whether it was the Android devices or the pump, but I stopped being able to connect from a number of devices. By mid-May it started flattening batteries in days, and eventually wouldn't accept a fresh battery, pronouncing them flat.
I called Advanced Therapeutics (Sooil's UK distributor) who said they'd send return packaging but it would have to go back to Korea where Sooil are based, and the round trip plus investigation would take up to two months, depending when they received my pump, as they do one shipment per month in each direction.
After another month I'd heard nothing, so I called them again. Turned out the first person hadn't done anything about my call so we went through it all again. Eventually, what with my summer holiday, repacking it when they changed the shipping, and then sent the wrong postage, it eventually reached them on 13 July.
Having heard nothing, I called Advanced Therapeutics on 22nd October. They told me that my pump was one of 50 which they'd just received from Korea with firmware corrections, and they'd be sending them out as soon as possible. They also said they'd try to get mine out that week.
After that I've heard no more and they've had it for four months - six months since I reported the problem. Luckily my 640G is still trucking on; and Medtronic are even going to send me a new one before Christmas with a revised, less breakable collar for the reservoir.
Compared to Medtronic, who'd send a new pump out and collect the old one at the same time, so almost no downtime, the support for the Dana has been poor.
In the UK this situation is covered by the Sale of Goods Act. If I'd bought something which failed that quickly, I could ask the vendor for a refund. The hospital which bought it suggested a refund might be possible, but now think not. The hospital won't replace my pump as it's within warranty, which is fair enough as it should be Advanced Therapeutics' responsibility.
Can I hold Advanced Therapeutics, who sold the device, to any standard?
It seems not, but I'd be interested in hearing of any similar experiences.