Customer confirmed will not be returning product.Without the device the reported issue could not be confirmed and possible causes of the failure could not be determined.This product is a serviceable item and historical review of similar complaints against this product was determined to be related to normal wear and tear.At this time, there is no evidence that a manufacturing non-conformity contributed to the reported complaint and the instructions for use (ifu) were reviewed and determined to provide adequate instructions and warning for the safe and effective use of the device.Therefore, no corrective or preventative actions are necessary.All complaints are trended and reviewed by management on a monthly basis.As part of this monthly review, any excursion above the control limits for this failure mode will be assessed, documented and acted upon as warrant.Manufacturer reference file # (b)(4).Product will not be returning.
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The patient's guardian reported the canopy is ripping at the seams inside and outside.The netting has holes and the front of the canopy has been glued by the guardian.The canopy is in very bad condition.Additional information from the guardian, received on 2019/04/12, stated the issues with the canopy was discovered when the user fell through the canopy due to the split in the seams.Guardian confirmed the patient did not suffer any injury from the fall.The date the issue was discovered is unknown.
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