Respironics customer service is USELESS

Okay, I bought a Respironics ComfortFull full face mask. Naturally, the DME says "no returns once opened". I used the sizing chart from Respironics and chose a large based on that template. Well, the mask is too big, so I email Respironics to ask if they would replace it with a Medium mask. They say they don't deal patient direct, and to contact my DME and they should be able to get a replacement for me. Yeah sure. I explain that the DME says "no returns" and referred me to the mfg, but Respironics still can't deal directly with a patient.

That's such a danged shame since I just took delivery of my Apap with A-flex. I sure hope they stand behind their APAP machines better than their masks.

Well, your DME is obviously clueless. Go back and ask why you can't return your mask under Respironics' 30-day Satisfaction promise Program which is automatically extended to all of its dealers: (From SleepApnea.com)

Comfort Series and My Life Series 30-Day Satisfaction Promise Program
The goal of the Comfort Series and My Life Series of masks is to help you fit "100% of your patients, 100% of the time." The program takes our intent one step further-your patient will be satisfied with our mask or we'll replace it. If a patient discontinues use of a program-approved mask in favor of another mask during the first 30 days of use, we will replace the original mask at no charge.

Your local DME should definitely replace your large for a medium. What kind of DME would want one of its patients with the wrong-size mask? Which DME is it?

Thanks. I'll check with my DME again.

LOL you haven't called Resmed's Customer Service yet and talked to witch hazel have you??

LOL

theDean is right on this one, your mask should be replaced. What is the name of this DME?

well crap, it wasn't a DME that I bought it from. I assumed it was, but I guess it really doesn't matter since all of the DME sites I've seen all say "no returns, no refunds if opened".

Post the website than, people from Respironics DO read this forum and CAN get this resolved for you. Provided you didn't buy it from a 3rd party. The Dean is absolutely correct, Respironics will replace the mask to the DME at NO cost to them if you return it for ANY (to include not liking the color) reason.


Keep us posted on how it turns out. Let us know who you purchased it from as well so others can steer clear of them. Hold them accountable.


AKCPAPGUY

ractar28 wrote:well crap, it wasn't a DME that I bought it from.

something smells fishy

Guest wrote:Post the website than, people from Respironics DO read this forum and CAN get this resolved for you. Provided you didn't buy it from a 3rd party. The Dean is absolutely correct, Respironics will replace the mask to the DME at NO cost to them if you return it for ANY (to include not liking the color) reason.


Keep us posted on how it turns out. Let us know who you purchased it from as well so others can steer clear of them. Hold them accountable.


AKCPAPGUY

viewtopic.php?p=303295#p303295

ractar28 wrote:I've used bestcpapprice.com and was very happy with their pricing.

ETA: CPAP.com will price match most items, but I'd rather see the best price up-front.

This is most obvious on Respironics products, which have Minimum Advertised pricing in effect. Cpap.com offers the ComfortFull 2 Full Face CPAP Mask with Headgear for $99 https://www.cpap.com/productpage.php?Ig ... &PNum=2058, whereas bestcpapprice offers the same item for $77. https://www.bestcpapprice.com/Respironi ... 0-242.html

Both sites say "no returns on opened products".

Cpap.com offers 7-day price protection (100% of the differece) on their products (and doesn't seem to limit the products they will price match on).
bestcpapprice.com offers 14-day price protection (110% of the difference) on their products, but does limit the products to higher-priced items like machines and masks, and offers no price guarantee on things like hoses, filters, and such (although the ones I checked for my particular machine were lower on bestcpapprice.com).

Both thedean and AKCPAPGUY are brick and mortar DME's who know what they're talking about.

Respironics do not - ever - consider patients to be their customers. I doubt they would back you on a complaint about a dealer who doesn't even comply with their MAP policy....

viewtopic.php?p=303295#p303295


O.

Respironics does take care of their customers Their customers are their retail outlets, they put in place MAP pricing, to protect their profits from discount sales. They took a good product (The Tank) and made one that could be made cheaper, so their customers could make more profit. They shut down the sale of of a better software package, so they could offer a feature cut package at a higher cost, for more profit to their customer,the retail outlets. And they refuse to recognize or correct the shortcomings of their latest series the "M", as regards to the leaking HH, and the data recording losses.

I'd say if they took much better care of their customers. We would have to go to the other brands, for new machines and supplies. Jim

The only problem with that thinking, is the other manufacturer's think the same way. We need to be buying or products from Binford, Tim would see we had enough power at least.

ozij wrote: viewtopic.php?p=303295#p303295

ractar28 wrote:I've used bestcpapprice.com and was very happy with their pricing.

That is BEYOND wrong. You jumped to a BAD conclusion. I did NOT buy the mask from bestcpapprice. I actually got it from cpapauction, from a seller there that sells new masks.

ozij wrote: Respironics do not - ever - consider patients to be their customers. I doubt they would back you on a complaint about a dealer who doesn't even comply with their MAP policy....

viewtopic.php?p=303295#p303295

They DO comply with the MAP pricing. I posted a link I got, AS A CUSTOMER, requesting their preferred pricing -- same as I did with the link from cpap.com.

So, let me clear some stuff up REAL quickly here.

1. I don't work for, or even know anyone who does work for, bestcpapprice.
2. I am a customer only, ordered from them exactly ONE time, after trying to find the best price I could for a machine I was going to pay for OUT OF POCKET.
3. MAP pricing sucks. It's price-fixing, plain and simple. The fact that the FTC hasn't stepped in and required complete removal of MAP pricing really bugs me. Yes, I know Respironics didn't invent the idea and that several other companies,including Apple, use it. I still don't like it.

I'm with you Goofproof. I've been waiting over a month for a return call from one of their techs. All I wanted to know is whether the sizing of the Comfort Gel Full Face mask was identical to the sizing of the Comfort Full II. I thought it was a fairly easy question. At first I was told by the lady who answered the phone, that they would not answer my question, I would have to see my DME. When I told her that my DME was useless (unless I wanted a potty chair) and that I had already ended that relationship, she said she would have a tech call me. I have since purchased both an Ultra Mirage Full Face and a Mirage Quattro. I couldn't find a sizing chart for the Comfort Gel FF anywhere. I guess they are going the same way so many other businessess seem to be going. And still, some folks wonder how we got ourselves into the global predicament we're in.

In case it isn't clear, I've had my feathers ruffled by what actually was a "reasonable" deduction by ozij, but it was the wrong deduction.

Here's my issue. Respironics made the mask. Respironics made the sizing guide that I used to make sure I got the right sized mask. So, I should return the mask to the point of purchase, who will return it to Respironics, who will send them a new mask, who will then send it to me. UPS must love them.

No matter where I got the mask (as long as legal), the mfg should stand behind it. They aren't. It's that simple. In short, screw Respironics for not standing behind their product and sizing guide.

Sadly, like it or not, the DS510HS that I have is awesome (except for the inability to get useful readings from the unit without buying their overpriced software -- still looking for a torrent for that one). The a-flex feature is FANTASTIC. I woke up in the middle of the night and naturally wanted to rip my mask off. For the first time with an xPAP machine, I had to stop myself -- there was no legitimate reason to remove the mask. Other than the mask being a mask and just being something that's "unnatural", there was no discomfort from the air at all.

The mask, btw, is a Resmed Ultra Mirage II, not the comfortfull face mask that I'm having obvious issues with.

ractar how illogical you are. Respironics DOES "stand behind" its mask. They have the 30-day guarantee program. They can't FORCE each one of its retailers to abide by the program. As I've stated before, take the blessed mask back to your DME and say you want it exchanged immediately under this program. If they refuse, ask for the refusal in writing and/or tell the DME you will let Respironics know that it's not honoring the 30-day policy.