DME questioned manufacturer's commitment to warranty - justified?

[halokittie]

Just got off the phone with the DME I've used for ~ 18 months regarding an order for a new bi-level. For context, I'm on Medicare with a private supplement and been with this DME since after my 1st CPAP, a 5-year old F&P Icon brick, died in 2017. They gave me a Dreamstation Auto Cpap and I went away happy in my ignorance of all things sleep apnea. Then my brother pointed me toward this board and my eyes were opened. However, the DME was very good about handling supplies, which is all the business I did with them.

Now, after much back and forth with you guys here regarding my stats, sleep studies and a bi-level titration, I am to get a new bi-level. From everything I've read here, I know to initially go with a ResMed AirCurve 10 VAuto and take it for a test run. If it doesn't work, then try the Philips DreamStation Auto BiPap. So far so good, but when my doctor's office goes to order it, they run into a blank wall.

The DME representative told me they will not order ResMed machines because ResMed does not honor the warranty. I've never seen anyone mention this in over a year reading this board. Has anyone here had a warranty issue with ResMed that wasn't handled properly? I'm looking at other DMEs in my area, but this leaves a bad taste in my mouth. Any guidance?

Thanks,
HK

[D.H.]

Since I started CPAP in 1999, I had two F&P CPAPs, on AeioMed (now out of business), and the Dream Station. Thus, I never had a ResMed xPAP.

However, I never saw anything like this on this forum. I'm sure I would have if that were the case.

[Pugsy]

Look harder at other DMEs.
That's a load of bull crap but similar bull crap to what I was told back when I started therapy and wanted to use the Respironics apap...I was told they wouldn't order me one because they were crap machines with lots of problems.
Instead they would only supply a F & P machine...which at the time was the cheapest machine out there...and I immediately fired them because they just wanted to make more money. I could see the hand writing plainly on the wall.

ResMed honors warranties...we have a few people here who have reported getting new machines under warranty.
Not as many as Respironics though....seems like at least here on this forum ResMed machine failures are less numerous than Respironics machine failures.

[bonjour]

I see the same thing as Pugsy on other forums.

Funny that ResMed also costs the DMEs more to purchase. The interest of the customer/patient at heart? I don't think so here.

[Dog Slobber]

The DME representative told me they will not order ResMed machines because ResMed does not honor the warranty. I've never seen anyone mention this in over a year reading this board. Has anyone here had a warranty issue with ResMed that wasn't handled properly? I'm looking at other DMEs in my area, but this leaves a bad taste in my mouth. Any guidance?

Hasn't been my experience with DME and ResMed.

When I got my machine, it seemed to blow inconsistent at higher pressures and sounded like the fan was straining.

I called the DME the next morning, she immediately ordered a new one, had it replaced. No hesitation, no problem.

[LSAT]

Just got off the phone with the DME I've used for ~ 18 months regarding an order for a new bi-level. For context, I'm on Medicare with a private supplement and been with this DME since after my 1st CPAP, a 5-year old F&P Icon brick, died in 2017. They gave me a Dreamstation Auto Cpap and I went away happy in my ignorance of all things sleep apnea. Then my brother pointed me toward this board and my eyes were opened. However, the DME was very good about handling supplies, which is all the business I did with them.

Now, after much back and forth with you guys here regarding my stats, sleep studies and a bi-level titration, I am to get a new bi-level. From everything I've read here, I know to initially go with a ResMed AirCurve 10 VAuto and take it for a test run. If it doesn't work, then try the Philips DreamStation Auto BiPap. So far so good, but when my doctor's office goes to order it, they run into a blank wall.

The DME representative told me they will not order ResMed machines because ResMed does not honor the warranty. I've never seen anyone mention this in over a year reading this board. Has anyone here had a warranty issue with ResMed that wasn't handled properly? I'm looking at other DMEs in my area, but this leaves a bad taste in my mouth. Any guidance?

Thanks,
HK

They don't want to sell you a ResMed because they don't make as much profit on it. Medicare pays the same amount regardless of the manufacturer and the ResMed cost is higher than Philips.

[Okie bipap]

My first machine was changed out under warranty after one month. It had a bad cell phone module in it. I simply took the machine in to be checked and they handed me a brand new machine. This machine quit after six months while we were out of town. As soon as I got home, I called my DME and they said to bring the machine in. They checked it, then handed me a different machine. This was a refurbished machine that had been returned to the DME and it has worked just fine since then. Just a side note, the doctor who runs the sleep clinic we use prescribes only Resmed machines. My prescription specified a Resmed bilevel machine with a range of pressures.

[beautifuldreamer]

I had purchased (out of pocket) a backup which was a ResMed S9 Autoset for Her, when I first started PAP therapy, and i liked using that device better than my Respironics that my DME gave me (no ResMed offered at the time).

I had a problem occur about a month after receiving the ResMed, and it was replaced for me- actually my prescription changed to a BiLevel, and they allowed me to switch out for a new bilevel and I just had to pay the difference of cost . . .

[halokittie]

Thank you everyone. Your experiences have helped me put my feelings in context. I should have said that the bad taste in my mouth wasn't for the bi-level, it was for the DME for saying what they did. I expect it is that they don't want to settle for a smaller profit margin. Their choice, I just hate this trash talking another business to cover it up.

So, I'm checking around to see if any other DME's in my area will do a Medicare assignment. If not I'll pay up front and file for reimbursement. Does anyone know offhand if any of the board sellers will file Medicare?

Thanks again,
HK

[Pugsy]

Filing for reimbursement from Medicare is tricky with cpap private purchases.
CPAP.com doesn't file any insurance and they aren't recognized by Medicare so it's doubtful you could get your money back if you used cpap.com.

What you can do...if your doctor will do it...is have the doc write the RX/order for exactly what you want...state brand name and model, etc...and then mark the "dispense as written" box. The DME can't substitute and will have to either order it for you or send you on your way to another DME. They might just be happier with smaller profit vs no profit.

[palerider]

ResMed does not honor the warranty. I've never seen anyone mention this in over a year reading this board.

The reason you haven't seen it is because it's a flat out lie.

[palerider]

ResMed honors warranties...we have a few people here who have reported getting new machines under warranty.
Not as many as Respironics though....seems like at least here on this forum ResMed machine failures are less numerous than Respironics machine failures.

Because, speaking as someone who's taken both apart, the Resmeds are engineered better, and built better.

[chunkyfrog]

And way too many DME's will lie their anuses off to make a buck.

[WRX03]

I have never had any issues with ResMed and warranty. BUT they have changed there return policy. Before both Respironics & ResMed you could contact them and say you have a broken unit, they would just send you a replacement along with a return label for the broken unit. ResMed went to; you send in your broken unit, they evaluate it, then they will send a replacement if they considerate it a non-patient caused problem.

[halokittie]

Well, it took a lot of phone work, and I will have to drive 90 miles round trip to take delivery, but I've found a certified DME willing to order the AirCurve 10 VAuto and take assignment of Medicare so I don't have to pay up front. Keeping fingers crossed

Thank you everyone. I'm sure I'll be looking to you for more help when I get my machine.

Regards,
HK