ComplaintsforBioderm, Inc.

• Initial Complaint

  08/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  MY COMPLAINT IS IN REGARD TO A PRODUCT CALLED MEN'S LIBERTY. IT DOES NOT WORK AS ADVERTISED CAUSING GREAT DAMAGE AND EMBARASSMENT. I HAVE SPOKEN GO A SUPERVISOR AT BIODERM ON TWO OCCASIONS BUT DID NOT RESOLVE THE PROBLEM. THE PROBLEM IS THAT THE PRODUCT HAS A SERIOUS DESIGN FLAW THAT ALLOWS IT TO **** WHEN IN A LEVEL OR SLIGHTLY INCLINED POSITION. IT HAS HAPPENED TO ME ON AT LEAST FOUR OCCASIONS. I HAVE NOT BEEN ABLE TO ASCERTAIN THE EXACT POINT OF THE **** BUT A GOOD DESIGN PERSON SHOULD BE ABLE TO LOCATE THE PROBLEM AND DEVELOP A CORRECTIVE ACTION. IN THE MEANTIME, I WANT TO BE COMPENSATED FOR THE DAMAGE THE PRODUCT HAS CAUSED. IF THE COMPANY REQUIRES MORE SPECIFIC INFORMATION I CAN BE CONTACTED BY CELL PHONE AT ************.

  Business response

  08/04/2023

  **************************,  
  
  Thank you for taking the time to share your experience with the Mens Liberty external catheter. I apologize that the product did not meet your expectations and resulted in the difficulty you experienced. Patient satisfaction and issue resolution is very important to me and our entire company. For that reason, we have policies guiding regular follow up schedules and provide 1:1 application walk throughs and troubleshooting via the phone for all patients.
  
  I appreciate that you originally reached out to our medical product specialist team on May 16th for assistance. Based on the follow up call on May 19th, it was our understanding that the product, after proper application, was working fine for you.  I was disappointed to hear the issue was ongoing. Our team will be using this situation to improve training opportunities to provide better service in the future.
  
  As soon as I was made aware of the issues you presented on Tuesday August 1st, I personally alerted our product quality team to your concerns. The quality team tested the product retains from the specific lot you received. Those tests did not find any Quality defects and did not indicate the vent malfunction to result in leakage. There also was no missing glue of the faceplate to the housing and no leaks from the vent.
  
  Our products are gravity based so must be placed lower than the anatomy to allow for proper flow. Using the Mens Liberty product in a reclined or flat position is against manufacturing recommendations. I apologize if this was not your understanding of the product functionality. My team will be reviewing any opportunities to improve communication about our product features going forward.
  
  Again, please accept my deepest apologies for the product not meeting your satisfaction. While we dont have the product that meets your needs, I hope you find a solution that works better for you. If your needs change in the future, my team is available to support you and answer any questions on the continued use of Mens Liberty.

  Sincerely,

  *****************************

  
  

  Customer response

  08/07/2023

   
  Complaint: 20407103
  
  I am rejecting this response because:
  I have reviewed multiple other complaints about this product, many with the same problem that I experienced.  All they ever do is say they are sorry.  They never address any resulting damage or embarrassment caused by the products design flaw.  I am considering a class action suit against the company because if they addressed the problem with the appropriate design engineering expertise, the problem should be able to be resolved.  They know they have a problem but refuse to take any responsibility or any action to resolve the problem. I am not an isolated case.  Others experienced the same problem.  Yet others experienced different problems.  The companys response is always the same, an apology.  This is not good enough.  I will give them one more opportunity to act responsibly before I proceed with legal action. 
  Thank you for any assistance in this matter.  I request you also review your rating for this company.
  Sincerely,
  
  *******************************

  Business response

  08/17/2023

  **************************,
  While we understand your frustration, I can confirm the Mens Liberty product in the lot you received was functioning as designed. Further testing by our Quality Control team confirmed there were no defects. The issues you experienced were a result of use outside of the manufacturers printed Instructions for Use (IFU) included with your shipment. The Mens Liberty was designed to use gravity to direct urine away from the body into the collection bag. The device must be placed lower than the anatomy to allow for proper flow. Using the Mens Liberty in a reclined or flat position, as you described your usage, will not allow for proper urine flow and is against the manufacturers IFU.

  Best regards, 

  *****************************

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