Anyone had problems with a faulty pen?

[Hecatoncheires]

Annoyingly, a brand new 5mg pen that I ordered from the IQ Doctor seems to be faulty. I actually think it’s empty - there are no air bubbles and no liquid comes out when I prime it. Plus there’s no clicking when I turn the dial. Thankfully I’d ordered 2 and the other one seems fine. Has anyone experienced this? I’m hoping it’s not going to be a battle to get it replaced (preferably) or refunded.

Try a different needle

If no liquid comes out, then definitely change the needle and try the priming process again. I wouldn't twist the pen out to the 1 position until you have managed to successfully prime it.

I tried a different needle but it still didn’t work.

It might be a faulty mechanism. Have you got needles and syringes to try extracting like you would for the fifth dose?

I would imagine that IQ Doctor will want you to send the pen back so it can be tested and any issues reported back to Eli Lilly. IQ Doctor should refund you or send you a new pen though.

This happened to me a bit of a faff but it wouldn’t work. They asked me to take it into the pharmacy to get them to test it, they said yes it was broken and I think either me or they sent it to head office. I had already used 2 doses so they refunded me 2 doses, annoying as inconvenient and no golden dose !

I had this happen with a pen from Asda. The pharmacy just said there was nothing they could do. It just got wasted but I think I had used two doses. No refund.

I don’t, unfortunately. I mean to buy some but I’m not sure what to get. It’s all still pretty new to me.

Thank you for your replies. Annoying though up the situation is, it’s good to know it’s not just me being a complete numptie and others have had bother with pens.

I've had one or two, I extracted each dose with an insulin needle instead (like the leftover/5th dose) so didn't miss out on any medication. I'd keep the pen and buy some needles, given all the stock issues.

https://ukmedi.co.uk/products/fms-micro-syringe-32g-8mm-1ml-fms-fms-32g-10ml-ukmedi-co-uk

SHD medical sell syringes for just over £5 delivered. They are longer needles so I inject half way.
I know you said you tried another needle but try another as I've heard some having faulty needles in a batch and the third worked. Make sure the needle is screwed on tight as that can also be an issue.

Actually these are £4.95 incl delivery https://www.shdmedical.co.uk/needles/unisharp-1ml-30g-fixed-needle-syringe-white/ I'm currently using these.
Or there are sightly more pricier alternatives which I've also used.

I did tbis too when it happened to me.
The pharmacy wanted a video of the problem and then for me to send it to them to be assessed before they would either return it to me or send me a new one
i decided it wasnt worth the faff and used needles for the full pen.

I'm with you, I think even if you don't have any syringes it would be quicker to order/buy some than it would be waiting for the pharmacy return process.

Some people comment on here that they do every dose with a syringe rather than attaching the needle to the pen.

Good idea. 👍

Just a wee update on this. I sent a video and photos to the supplier on Friday evening to let them know about the problem. One of the technical staff came back to me yesterday to have a chat and ultimately asked me to return the pen, then customer services would decide whether to refund or replace - assuming they determine the pen is faulty and it’s not user error. I’d told them that I tried another needle and that I follow a step-by-step video each time so I’m sure I’m handling and administering correctly. The chap I spoke with was actually very friendly and helpful but he did stress that it’s customer services who decide what happens. I’ve decided I’ll give it another go with yet another needle on dosing day (Friday) to be on the safe side. The cynical side of me thinks that CS will say it’s user error and then I’m out of pocket!

Thank you for the syringe recommendations, I’ll follow that up.

No if it faulty they should refund and won’t want bad publicity.

Yes - I had the same when I had an issue with one I got from Asda.

I wouldn't risk returning it, if they say it isn't faulty then the pen is ruined and you have lost three doses just as the prices have gone up. They will probably only refund half what you paid too as you got two doses out.

Buy some insulin syringes and use what is left. It is worth learning to do this for the fifth dose anyway.

Asda refunded 2 doses on mine