Who do you take a faulty glucose monitor up with?

B0bbyEwing

OH bought a Dexcom glucose monitor from Chemist4U. She's done this previously & all have been perfectly fine except this latest one turned out to be faulty. 

Contacted Chemist4U who have told her she needs to basically go see Dexcom. 

My understanding of online purchasing is if you buy from Chemist4U then they're the ones who are supposed to sort you a refund/exchange. Any contact with Dexcom about faulty goods needs to be between them & Dexcom, not you the buyer & Dexcom.

But it wouldn't be the first time I'm wrong.

Just checking to see whether OH has been given correct info or whether she's being fobbed off.

Okell

When did she take delivery of it and how did she pay?

Grumpy_chap

B0bbyEwing said:

OH bought a Dexcom glucose monitor from Chemist4U. She's done this previously & all have been perfectly fine except this latest one turned out to be faulty. 

Contacted Chemist4U who have told her she needs to basically go see Dexcom. 

My understanding of online purchasing is if you buy from Chemist4U then they're the ones who are supposed to sort you a refund/exchange. Any contact with Dexcom about faulty goods needs to be between them & Dexcom, not you the buyer & Dexcom.

But it wouldn't be the first time I'm wrong.

Just checking to see whether OH has been given correct info or whether she's being fobbed off.

Her consumer rights are with Chemist4U.
There may be a warranty with Dexcom (which is in addition to and does not overrule the consumer rights).

The retailer (Chemist4U) may use any agent they chose to manage the process of fulfilling their obligations to your OH under her consumer rights.  

Having contacted Chemist4U in the first instance, it is probably best to follow the process they have advised.  The outcome might be one that is satisfactory.  If it is not, that would be the time to consider a more robust claim under consumer rights.

Has the item been reported as faulty, or the contract cancelled under CCR (I assume this is a distance purchase) within 14 days?

B0bbyEwing

Okell said:

When did she take delivery of it and how did she pay?

Just found out she ordered it 30 Jul so would've received it a few days after this. There's a reason why she's left it so long to use it but anyway, will the timeframe work against her or doesn't this matter?

She'll have paid online with her debit card.

Grumpy_chap said:

B0bbyEwing said:

OH bought a Dexcom glucose monitor from Chemist4U. She's done this previously & all have been perfectly fine except this latest one turned out to be faulty. 

Contacted Chemist4U who have told her she needs to basically go see Dexcom. 

My understanding of online purchasing is if you buy from Chemist4U then they're the ones who are supposed to sort you a refund/exchange. Any contact with Dexcom about faulty goods needs to be between them & Dexcom, not you the buyer & Dexcom.

But it wouldn't be the first time I'm wrong.

Just checking to see whether OH has been given correct info or whether she's being fobbed off.

Her consumer rights are with Chemist4U.
There may be a warranty with Dexcom (which is in addition to and does not overrule the consumer rights).

The retailer (Chemist4U) may use any agent they chose to manage the process of fulfilling their obligations to your OH under her consumer rights.  

Having contacted Chemist4U in the first instance, it is probably best to follow the process they have advised.  The outcome might be one that is satisfactory.  If it is not, that would be the time to consider a more robust claim under consumer rights.

Has the item been reported as faulty, or the contract cancelled under CCR (I assume this is a distance purchase) within 14 days?

She contacted C4U to report it faulty yes.
14 days - as in my above response, no. She's left it around 1 month.

Okell

Do what Grumpy suggests, but clearly tell C4U that you are taking their advice to refer it to the manufacturer as C4U's one and only permitted attempt to repair or replace under the Consumer Rights Act 2015, and that if the manufacturer can't resolve it you will be pursuing a full refund from C4U undr the same legislation

cannugec5

Have you checked to see if it is one of the Dexcom models that has been recalled? I saw something on the news this morning but don’t have the details. 

MyRealNameToo

B0bbyEwing said:

OH bought a Dexcom glucose monitor from Chemist4U. She's done this previously & all have been perfectly fine except this latest one turned out to be faulty. 

Contacted Chemist4U who have told her she needs to basically go see Dexcom. 

My understanding of online purchasing is if you buy from Chemist4U then they're the ones who are supposed to sort you a refund/exchange. Any contact with Dexcom about faulty goods needs to be between them & Dexcom, not you the buyer & Dexcom.

But it wouldn't be the first time I'm wrong.

Just checking to see whether OH has been given correct info or whether she's being fobbed off.

Have you spoken to Dexcom? 

Use Freestyle personally but they will replace a faulty meter with little agro irrespective of who you bought them from. 

Whilst others are correct that your statutory rights are with the merchant not the manufacturer there are cases, like this, where it's simply easier to use the manufacturers warranty. 

Ergates

B0bbyEwing said:

Okell said:

When did she take delivery of it and how did she pay?

Just found out she ordered it 30 Jul so would've received it a few days after this. There's a reason why she's left it so long to use it but anyway, will the timeframe work against her or doesn't this matter?

No, it's fine.  As it's still within 6 months of delivery she won't have to go through any additional steps to prove the fault/flaw was present at time of purchase.

MyRealNameToo

B0bbyEwing said:

Okell said:

When did she take delivery of it and how did she pay?

Just found out she ordered it 30 Jul so would've received it a few days after this. There's a reason why she's left it so long to use it but anyway, will the timeframe work against her or doesn't this matter?

Monitors last about 2 weeks, people tend to get multiple in each order and certainly will if getting them on prescription rather than self funding. There are very good reasons why you wouldnt use them all simultationusly rather than using one at a time until they have each expired. 

If you need to go down the CRA route it's fine but Dexcom would be my first approach, on their US site they state they will replace any faulty meters without limit. the UK contact form is https://dexcom-intl.custhelp.com/app/support_request