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The device with the lens was returned loose in the carton.The lens stop and plunger lock were removed.The plunger was oriented correctly.Viscoelastic was present in the device.The plunger was pressed against the optic edge.The lens was slightly rotated and advanced toward the far end of the loading area.The trailing haptic was folded toward the optic with the distal haptic tip adhered on the anterior optic surface in dried solution.The other haptic was bent in the gusset area up the wall of the loading area due to being rotated.The distal haptic tip was inside the nozzle entry area.The nozzle was removed and cleaned for further evaluation.The lens was removed during cleaning.Topcoat dye stain testing was conducted with acceptable results.Several photos were provided of the used device.The photos versus the returned sample position would suggest the plunger rotated the lens more during shipment due to being returned loose in the carton.A device history record review and a non-conformance review of the reported lot number was conducted.The deviation review did not reveal any potential contributing factors to the reported complaint and all corresponding production release specifications defined in the device master record were met.A non-qualified viscoelastic was used.The root cause for the reported complaint may be related to a failure to follow the instructions for use (ifu).A non-qualified viscoelastic was used.The ifu instructs: during device preparation and implantation of the company iol with the company preloaded delivery system, a company qualified ophthalmic viscoelastic device (ovd) should be used.The use of an unqualified ovd may cause damage to the lens and potential complications during the device preparation and implantation steps.The ifu instructs: take at least 7 seconds to gently fold the iol by advancing the plunger forward in one smooth, continuous motion until the front edge of the optic is even with the ¿fill-to¿ line on the nozzle.Do not allow any portion of the lens to exit the nozzle tip.At this position the blue spring will contact the clear main body.It is important to not advance the plunger abruptly to fold the iol as improper folding and lens damage may occur.Plunger override may occur: ¿ due to rapid advancement faster than the ifu recommended rate.¿ due to the use of a non-qualified viscoelastic.Material properties of non-qualified ovds may contribute to underfill, overfill, misfolding of the haptics, or other inconsistent folding outcomes.¿ if the operating room temperature is too high (> 23°c / 73° f) lens folding consistency is negatively affected, the lens is more adherent and this may inhibit lens advancement.Any of the above listed causes alone, or in combination, may create the reported event.Topcoat dye stain testing was conducted with acceptable results.The customer complaint was for injector failed to engage the lens.The provided photos show that the plunger was slightly retracted from the optic (not overriding).It is possible that a previous plunger override may have occurred, followed by a plunger retraction.The plunger was pressed against the lens upon return versus in the provided customer photos.This may have occurred during return shipment loose in the carton.The manufacturer internal reference number is: (b)(4).
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