Resmed & Authorized Internet Retailers

[hotdax]

I may be a newbie hear, but I am a responsible person and did not try to be alarmist. At the start I did not know what the problem was: it was Sat morning, I was dehydrated and wondered about the H4i. I posted the most logical title I could think of - what I was told. I didn't want to implicate anyone and that's why I didn't name the provider and asked if anyone else knew about a problem with the H4i.

But as the storm developed, I started getting worried - I started thinking I was ripped off - I just dropped all this money on a piece of crap - I'm having thyroid surgery on Wednesday and what am I going to do? - now the machine doesn't work - great what am I going to do? - do I cancel my surgery? - will I get my money back!

The request in title change was fine - the situation was changing. However the posts about me dropping a bomb and running were unfair. I was trying to be fair and didn't want to name names. By this morning I was convinced I was ripped off and darn-nit I'm going to name names. Some folks wanted that right away, but I don't want to ruin anyone's business. I run a fishing blog and know how one little post on a heavily visited site can influence business. Also my posts are long because of the serious nature and I want to be detailed and not flippant.

I have tried to update everyone as the situation changes- here's the latest.
1. ResMed: The H4i is on the market.
2. ResMed Preferred Internet Providers: Yes there are authorized dealers, but the RPIP program ended in December and according to ResMed Customer Rep Tina this was a program for dealers only - it had nothing to do with patients - even though it was listed under the 'patients section'. Tina informs me that ResMed will update their website. When I asked if they were going to add the magic words "call us for authorized dealers" she said no, but that's a good suggestion and she'll pass it on.
3. ResMed: when I called them this morning, gave them my name and started explaining my problem she knew who I was and had already looked up the company name. She couldn't find it on their list. A few hours & phone calls later she said they were an authorized provider. It's clear that ResMed has some organizational issues and hopefully no one will have to go through what I did.
4. Are they an authorized dealer?: CALL RESMED. Although they may not have the most current list, atleast you'll know you covered your bases. Authorized Online Providers need to complain to ResMed and insist on clarity otherwise they will lose out to cheaper grey market sellers.

mysleepmask.com: I sent an email to them and expected a response from them after 12pm EST (9am pst). When I didn't get a response I started thinking "oh yeah, I've been ripped off" and my posts started to name names, especially after talking to ResMed. But as is often the case, when you're buying something everyone returns your call quickly and when you've got a problem - not so quick.
mysleepmask.com: I gave them 2 hours before i called them back. When I called them back the customer service rep I dealt with before basically said: "I'll talk to my boss and tell him about it". Not very encouraging at this point.
mysleepmask.com: Half Hour later the owner (?) or boss calls - I tell him everything he responds with 'we're an authorized dealer'. I tell him 'look they say you're not & I want a refund".

I hang up with him and 15 minutes later Tina at ResMed is calling me and telling me mysleepmask.com is an authorized dealer.

The owner calls me back - I'm convinced they're an authorized dealer and agree to address the defective unit problem. I am now awaiting a call from their Respiratory Therapist to help diagnose the problem. The owner says they will swap out the H3i for the H4i. I told him about my surgery and he seems willing to fix the situation (not the surgery part!)

It's not completely resolved yet (the RT hasn't called me), but for the first time in 2 days I have hope. I will post more updates. It looks like mysleepmask.com, an authorized ResMed dealer, is trying to help me and I am doing my best to convey this to you.

[mdbarthe]

Thanks for pursuing this, hotdax!

The updates and information are appreciated.

It surely is frustrating when you throw your money out there for a product and then it doesn't work. It's even more infuriating when the seller appears not to care or be interested in the fact that you are not satisfied.

Stay with it!!

[dieselgal]

Did he address the issue that apparently someone from his business lied to you about a problem with the H41 and told you that it wasn't available?

[jnk]

. . . I wanted the H4i humidifer but they shipped the H3i (even though when I purchased it they said it was a H4i). When I called to get it switched, they said that they (the provider) and ResMed was having problems with it and it was pulled from the market and thus they only have the H3i. . . .

So was that a misunderstanding, or did someone lie to you outright? And if you were lied to like that, has the provider lost its authorized status over it? Because somebody somewhere needs their something-or-other kicked, seems to me!

I have no problem with your posts. And thread titles are an acquired art that few of us have the hang of yet, me included.

I found this thread very informative, so I'm glad you started it, but I am sorry you have gone through the experience you have.

May your experiences be more pleasant from here on in!

jeff

[dsm]

Don't shoot the messenger.

As I recall, the initial subject line had three question marks; one following each of three items of concern to the OP. I saw no shock tactics implicit in those questions. What I saw was an individual using the limited space in the subject area to say she had three questions. In the body of the post I saw not one area of indictment of ResMed. In fact, I saw the outline of a series of statements made by a seller of equipment that triggered the concern and a series of questions that requested additional input and clarification from other users. Nowhere did Hotdax state anything that could be construed as 'you should be alarmed!' Perhaps answering the questions would be the better course of action rather than shouting "sedition!"

JimW203

One measure of a controversial thread is how fast it attracts readers (& posts) - just look at the #s for this one. There is a story there. Hotdax has done the right thing in retitling & am sure the #s will also settle down.

To Hotdax,
Good luck & I hope they do sort it out for you. I'd feel keen to 'sort' the DME out if they spun me that line.

DSM

[hotdax]

I talked to the RT and determined there was no problem with the unit, so the s8 part is okay. She then started telling me that the H3i and the H4i are just about the same - it just holds more water - and all you need is a conversion kit. I told her no I want the H4i, not the conversion kit, and back and forth it went. Finally I said "i ordered the h4i, i want the h4i, your cust. rep told me it was recalled and not available, so I accepted the H3i but now I know better and I want the H4i NOT a conversion, I want to see the words H4i on the unit". She replied "oh so you want the H4i and not the conversion" I said just tell Weston (the owner or boss) there's nothing wrong with the S8 part and that he needs to send me the H4i. Frustrating to say the least.

Mistakes were made by the provider and ResMed. I'm not happy with anyone right now.

[hotdax]

Just realized I got an email from ResMed asking what my H4i serial number was in reply to the recall question. The product manager did not call me today. I wonder if they really did have a problem with the H4i.

[hotdax]

The owner/big boss of mysleepmask.com called me and he said that they will order the H4i and I should receive it in about 1 -1/2 weeks. He also told me I could keep the H3i since it's used.

At this point I am happy & hopeful it will all work out, the provider has stepped up to the plate. I'll post a final - it all worked out when I get the H4i.

[JimW203]

The owner/big boss of mysleepmask.com called me and he said that they will order the H4i and I should receive it in about 1 -1/2 weeks. He also told me I could keep the H3i since it's used.

At this point I am happy & hopeful it will all work out, the provider has stepped up to the plate. I'll post a final - it all worked out when I get the H4i.

Glad you are getting results; "the squeeky wheel gets the grease." I know the stress has been taxing and hope you are in good hands in the surgery (stress is the last thing you need under those circumstances).
Not to stir the pot, but did the seller originally charge you for the H3i ($199.99 on their website) or for the H4i ($245.99)? I hope they don't try to jack the price up at this point.

JimW203

[Paul56]

The owner/big boss of mysleepmask.com called me and he said that they will order the H4i and I should receive it in about 1 -1/2 weeks. He also told me I could keep the H3i since it's used.

At this point I am happy & hopeful it will all work out, the provider has stepped up to the plate. I'll post a final - it all worked out when I get the H4i.

Glad you are getting results; "the squeeky wheel gets the grease." I know the stress has been taxing and hope you are in good hands in the surgery (stress is the last thing you need under those circumstances).
Not to stir the pot, but did the seller originally charge you for the H3i ($199.99 on their website) or for the H4i ($245.99)? I hope they don't try to jack the price up at this point.

JimW203

$245.99 for the H4i? Is that USD?

$150 USD at the site here: http://www.thecpapshop.com/humidifiers/26940.html

[Debjax]

I should think that if they keep that kind of tactic up, they won't be for long....Resmed may not be too happy that they are giving misinformation about the products to Resmed's detriment. I will remember to not purchase from them.

[Guest]

All of this is such a joke. I can't wait until the manufacturers just start selling directly to end-users. What possible "service" can these internet stores give that the manufacturer can't?

[hotdax]

They are doing the right thing: they are not charging me for the difference, are shipping the product to me without charge & allowing me to keep the H3i humidifier (which I did not ask for).

ResMed is part of the problem. If they have authorized dealers and will only honor warranties purchased from these dealers they should list these dealers. When I challenged ResMed re their "ResMed Preferred Internet Provider" they told me:
1. "The 'blue seal' doesn't mean a provider is a RPIP"
2. In regard to finding authorized dealers: "you should call us for a list" which they don't tell you to do.

Three hours later ResMed told me:
1. "The RPIP program ended in Dec 2008" (they failed to update their website 3 months later)
2. "it only applied to dealers" (then why is it listed under patients? - they don't know)
3. What does the program ending in December mean? Do you have authorized dealers? "No, it's just what we expect from them". I guess now that the program has expired they expect something different?

Get it together ResMed.

I am exhausted, I am trying to get ready for the surgery and found myself doing this all day.

Note I have updated my first post too.

[Designer]

Hi Hotdax and everyone,
Phew...you guys had me worried there. Just to clarify, as you guys would probably know anyway, that there were plently of cooks in the design process of the H4i. My contribution was the new flip lid, seal and cleanable water chamber, a mate of mine went crazy with the cleaning plug. The electronics, however where left to much smarter people than myself.
Cheers John (aka Designer)

[ozij]

Thanks for posting, and updating so clearly and thoroughly, and edpecially for doing so when you're preoccupied with the coming surgery. Good luck on your surgery!
O.