Advanced Therapeutics UK Ltd

My Dana i pump failed at around two months old.My first call to Advanced Therapeutics, the UK disttibutor, to report the problem and agree a return led to no action, apparently because whoever took the call didn't tell anyone.I was told that the pump can only be tested by Sooil in Korea and as Advanced Therapeutics run one shipment a month in each direction, it would take around two months to get it back.After 4 months and no word, I called Advanced Therapeutics. They said they'd return my pump the following week. I never heard from them.The insulin pump team at my hospital have contacted them and been reassured. It's now been 8 months since I reported the problem, and no resolution.In the meantime there's been a worldwide recall of all these units due to a Bluetooth firmware problem.Support from Advanced Therapeutics for their products is sadly lacking and it's a pity that the manufacturers Sooil appointed them.As these pumps sell for around £5,000 they might consider using couriers to speed up the process, although the delays appear to be largely the responsibility of Advanced Therapeutics themselves.If this were a consumer product I'd have some rights regarding its performance, but the NHS were good enough to supply it, which is B2B.I've asked my pump clinic to request a return and refund due to non-performance, but Advanced Therapeutics wouldn't agree to this.My clinic say: ATUK confirmed that you should have received it a few months ago but unfortunately it wasn’t dispatched."Personally I'll avoid this company in the future due to their incompetent support."

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