Lotus Weight Loss and faulty Mounjaro pen: has anyone had support?

[Polkadotdash]

Currently dealing with Lotus Weight loss and a malfunctioning mounjaro pen.
Is there actually a human that works there? They don’t answer the phone, they send AI generated messages, the chat boards also look like they are run by AI.
This is my first order from them and it’s been a nightmare. They are the 9th different supplier I’ve used (regularly hop to get better price). 18 pens in and this is the first problem I’ve had with one jamming, under and over dispensing.
Ive told them all of this and the only answer I get from them is speak to Eli Lilly. I’ve also done that. They take up to a month to investigate. I’ve asked lotus if I can have a replacement pen. Answer was no. But I was welcome to order and pay for another one.
I asked should I stop using the pen. They replied that they couldn’t give me a view.
I asked to speak to them. They refused, had to be via message.
I see glowing reviews online for them. Are they AI too?
I think the problem with the pen is either to do with the bung at the needle end or to do with the spring mechanism in the handle. Was I really naive in thinking that if a patient reported a problem like this the dispensing pharmacy would act? And not simply say ‘if you don’t like it, buy another one or speak to the manufacturer?’

And I STILL cannot get through to Lotus. Funnily enough though, they can spam me non stop with glossy emails promoting their services and customer support.
My advice would be to avoid them at all costs.

It's a shame that you're not keen on using the medication that's in the pen via syringes. It's something I do for a fifth dose from every pen, and it's what I would do if I had a pen jam like this, as I couldn't bear to waste over £200 worth of medication.

Also, you can probably order with a longer gap from pharmacies like Swift Doctor, Pharmulous, Oushk who are a bit more flexible and customer focussed than some. It wouldn't need to be a 2.5mg pen either, it would be the same as your current dose. There will be ways to get past this set back without having to give up entirely.

I’m really sorry you’ve had such a frustrating experience, and I completely understand why you feel let down. You’ve every right to be unhappy with how Lotus and Eli Lilly have handled it, and they should have at least investigated properly before dismissing it. Although if either had asked for the pen back to investigate and then said user error would you have accepted your loss then?

It’s a shame if you let what really is a minor bump for which there is a simple workaround (syringes) be the thing that ends something that was helping you. It feels a bit like cutting off your nose to spite your face.

Thanks @NoTouch. It is poor service all round and had expected there to be some minimum support available when things go wrong if you purchase medication online. But there is ample scope to not engage and blame the user.
It might seem like I’m cutting off my nose to spite my face, but it’s the final straw really for me. I haven’t lost any weight since October last year and trying the 12.5mg was a final hope for me of changing things. I scraped the money together to buy it and now this has happened. I just need to stop chucking money I don’t have at something that isn’t working. Even more so if there is no support when things go wrong.