Flipping heck!! If the needles are faulty your pharmacy should send them back to the Manufactuerer or at least report it to them! And replace them, they're not that expensive and it's your treatment that's being delayed.
When somebody comes to our pharmacy with a faulty pen (it's usually the hepatitis patients not diabetics by the way, i guess the diabetes clinic must be better at educating it's patients than the medical outpatients guys..) we look at the device and see if we can get it to work, sure, but we usually replace the pen right away, even if it's just because the patient has forgotten to prime the device properly. And if there's a genuine problem we'll ring up the manufactuerer and demand a replacement! I think i've only seen one byetta reject and that was over a year ago. We also try to take the phone number of the patient so we can call them back and tell them what the manufactuerer told us.
Part of my job is in Quality Assurance and we handle all the defective product complaints and we have to test all the needles and syringes that we use in the manufactuering parts of the pharmacy. It's boring but it has to be done, and you do get to squirt water around in syringes heheheh. Seriously i'm sure there's some rules about how you deal with defective products and i'm sure that your local is breaking them. You could write a snotty letter to head office about how your treatment was delayed (imagine if you were dependant on insulin!) and how unsympathetic (or just pathetic) the staff were.
Surely you should be serious about product complaints no matter what you're selling.
