Refund of Medela’s B-Well Steriliser

Before the arrival of little 17chipmunks, we bought the Medela’s B-Well Steriliser – I would definitely admit that this time round we bought because of the “brand” and not that we did a complete survey about it. Well, our first use was during the first few days when our relative gifted us milk bottles (which I did not buy any) and subsequently, it was to use to sterilize my breast pump parts and storage bottles. I would say – generally – it is not user friendly although it just operates with a click of the switch on button. In fact, it comes with very loose plug/socket/cable – to the extent – sometimes we hear the clicks of electricity (yes, we risk being electrocuted – but we made sure that hands are dry before we switch it on). We have used it for 13 months until I don’t have to pump and store (since I turned a stay-at-home-mum). I have kept it well and stored into the cupboard.

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As I am a frequent reader of The Breastfeeding Advocates Netword facebook page (because I am just nosy-ing around), I saw a member posted the advertisement placed by Medela Distributor that they are recalling the product. There was a contact email and I decided to email them, which they replied:

Dear *user*

First of all, we would like to say that we regret the inconvenience caused by this Medela AG voluntary field measure in connection with the B-Well Steriliser. Thank you for your assistance in this case.

Please refrain from using the B-Well Steriliser and disconnect it from the power supply. This is a necessary precaution. Please return the steriliser to us.

The article numbers are clearly displayed on the packaging. However, model numbers 200.3377 or 200.3378 also provide a clear indication that this is a device we are taking off the market.

Please return the B-Well Steriliser to the point where you purchased it, or return it to our distributor or to the subsidiary in your country. You can find a detailed list of the Medela branches at www.medela.com/b-well.))
Medela will reimburse you the relevant amount.
Regarding an alternative or replacement device, unfortunately we must inform you that our company does not offer any other sterilisation devices.

For more information, please visit www.medela.com/b-well.  If, for any reason, your query remains unresolved after following the process described above, please send another e-mail to the address b-well@medela.ch.

Thank you once again for your assistance.

Yours faithfully,

Medela AG

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I happily and naively thought that I need to just bring the steriliser there (they are located at Jalan Tandang Factory area in Petaling Jaya – to locate them, it is best to search for “Nestle Jalan Tandang” on Waze and you can easily spot them in the new factory area with Medela flags). However, on my first visit, I was told that I need to bring my receipt to them. I was of course furious as it is a more than a year buy. Their rationale was they need to reimburse the amount that we bought (but I still feel that they made it difficult to us, the buyers – as they can easily refund us the lowest market price). In addition, I was told that upon submitting the receipt with the item (which I carried in and out with my toddler) – they will prepare a cheque, which they could not bank it but need us to be present to collect it – as we need to sign received. So, we disappointedly went home – but since GBS Marketing was having “playtime” in their new show room, we went there – which compensate our lost time.

So, we went back home and fortunately, I am a hoarder. I managed to search back the receipt (LOL!) after a month (as I wanted to go to the GBS Marketing warehouse sales)! So, we went there to submit the receipt and return the product (plus the warranty card). I was just given a photocopy of the form I filled up. They told me that they will contact me in a week’s time – which they did. And, we happily collected the amount RM280 in cash, instead of cheque!

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Well, since we don’t really need a steriliser at this point of time – as our girl just direct latches, we now have an additional RM280 savings. It was fortunate that I found the receipt and it is more fortunate that I am a stay-at-home-mum – since if I were working, how many trips do I have to go plus they don’t open on weekends.

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