What do you do when inhaler doesn't work?

[Poobah]

I started a new Fostair NEXThaler on Friday evening (dry powder) and straight away knew there wasn't any powder being delivered. Tried using it several times over the weekend without success, so took it back to Boots today to get a replacement, following advice online.

The pharmacist replaced it but said that in future I had to contact the manufacturer and get an emergency prescription for a replacement if I had any further problems, as the pharmacy didn't want to bear the cost, as they're not refunded in these events.

Anyone had any experience of returning broken or faulty inhalers? The only advice I could find online stated that the inhaler had to be returned to the dispensing pharmacy and they would replace the inhaler. I explained that I checked online first but she was adamant that she was doing me a favour as it was Christmas.

[Homely2 Administrator]

Have a look at the returns policy on Boots website, it gives you 35 days to return.

This policy per the website, does not cover medicines that are OK, but it does cover faulty medicines.

It is difficult to see how under consumer law the pharmacist could be right

[Poobah in reply to Homely2]

Thanks Homely2, never thought to look at Boots website. My brain is addled by Christmas prep! I'll definitely try and get to the bottom of this, just in case it happens again.

[peege]

I can't help thinking that Boots have consumers rights too. They have to purchase medications so surely they can get refunds on obviously fault products not fit for use. They cannot expect anyone on lifesaving inhalers to wait until you've got some notification back from the manufacturer about replacement! Grrr But cripes, thank goodness it wasn't xmas day when you'd have been unable to get a replacement . Season's greetings Poobah and thanks for all your excellent support on here🌲. Penelope

[Poobah in reply to peege]

Thank you Penelope! It does seem odd that faulty good can't be returned to the place of purchase/acquisition. It didn't even cross my mind that the pharmacy wouldn't replace the inhaler, Christmas or not. But I will find the definitive answer from Boots and the manufacturer, as I can't believe a pharmacy would refuse to deal with faulty meds, especially an asthma inhaler. Have a lovely Christmas! Hope it's a healthy one! 😊

[Chip_y2kuk in reply to peege]

No we get it in work all the time... the "consumer protection act"... covers just that average Joe consumers

Business transactions in this case the distributor to boots will have very different legal obligations as its a business to business transaction (and they are often much weaker)

For example in a business to consumer transaction .... if there is any issues the first port of call is the business who must legally act as an intermediate for the consumer with any warranty repairs etc

With a business to business transaction there isn't that requirement... so for good relations in the future they often will deal with warranty claims as an intermediate... but sometimes you are told you will need to deal with the manufacturer (and there isn't much you can do about it)

[Poobah in reply to Chip_y2kuk]

Thank you Chip, good to know and may explain the pharmacist's reluctance today.

[janedivney]

I once made a formal complaint to the GPC about Boots. They’d let me down, and a very sick relative was left without meds over Xmas. Their attitude leaves a lot to be desired, patient wellbeing just isn’t top of their list. What’re you supposed to do if an essential inhaler isn’t working, ffs? You’re prescribed it because you need it! I always use a small independent pharmacist now, he actually cares about his patients.

I’m on fostair but don’t get on with the DPIs at all, they really irritate my lungs.

[Poobah in reply to janedivney]

Thanks Jane. That's an awful predicament to be in at any time of year, but Christmas! It never even crossed my mind I wouldn't be given a replacement inhaler.

We've lost our two local pharmacies, unfortunately and then Lloyd's withdrew from Sainsbury, nationwide. And Boots always object to any new competition, even in our city centre, in order to achieve their monopoly.

Unfortunately, small pharmacy businesses are going under as they're not reimbursed adequately for the medications by the government tariffs, which are down 40% over the last decade. So even if Boots weren't objecting to new licences, economically it's an impossible business to be in. Things have got to change.

[Lysistrata Administrator Community Ambassador in reply to Poobah]

I'm wondering at this point if the Competition Commission would be interested in that particular behaviour by Boots. (I know nothing about the details here or how you would actually go about flagging it as an individual, but a large chain trying to maintain their monopoly, especially in this kind of area, seems like something they *ought* to address. But I don't know if Boots are keeping just the right side of things.)

Could also be difficult to prove, of course, especially if small pharmacies struggle generally.

[Poobah in reply to Lysistrata]

I don't think online pharmacies have helped either. I know that a representative of independent pharmacies was on BBC Breakast in the last few days, detailing their problems. They need to take their campaign to the public as our support is necessary in order for politicians to take notice. I'll look into the Boots issue, it's certainly not a level playing field.

[Gareth57]

Hi, are you sure there was no powder being dispensed, does the new inhaler feel different? I can only feel the powder if I hold the inhaler at a slightly wrong angle, when it's right I can't feel the powder either!

[Poobah in reply to Gareth57]

New one is fine and working as expected. I've been on Fostair NEXThaler for about 5 years and there was definitely no meds being delivered. I continued to use it as normal over the weekend and had to take Ventolin too, which is unusual and that pretty much confirmed to me that the Fostair wasn't working. Took my new Fostair last night and it was great to feel things settle. Back to normal.

If you've ever taken a second inhalation without reloading the inhaler, there's a different sensation on inhalation and that is what the broken inhaler felt like, despite the loading mechanism clicking. I know what you mean about the powder being fine and correct technique, and no matter how I took it, absolutely zero powder was being dispensed.

In future I will start my new inhaler before the old one is finished, just in case. Probably will never have another faulty one, but it's best to be on the safe side.