Cpap.com responds to reasonable suggestions

[idamtnboy]

I've only bought one item from cpap.com, but my new Hybrid mask arrived right when projected.
I plan to order my husband's cleanable water tank for the H5i from them after the first of the year,
Maybe I'll use phone order to ensure it's in stock.

I saw a YouTube video today where a guy shows how easy it is to disassemble the standard H5i tank to clean it. You may have no need to buy the 'super duper cleanable, and probably not cheap' tank for hubby's machine. You can probably find the video fairly easy on YouTube.

[BanjoPaterson]

My experience with cpap.com has been nothing short of excellent. When resmed failed to include an item in their packaging cpap.com sent an identical item. I think this was a once of occurrence.

My two cents.

[fadedgirl]

UB, I had that happen before as well and was not happy about it as I had selected overnight shipping...and expected such. Frankly, I *needed* such at the time. So I learned to type in the comments section when I place an order "Please ship all in-stock items ASAP.".

Problem solved.

Its been a while since I've ordered (I tend to stock up now...lesson learned), but it seems as though this should be a "check box" choice during checkout (to not hold shipping in-stock items if any other order items are not in stock). Since their policy on this is the opposite of nearly every other online company it would be prudent to inform customers of it during check out.

[SleepyT]

so what about it, uncle bob? you gonna give johnny another chance?

[SleepingUgly]

Howdy UB,

I asked our buying and CSR teams to look into this.

The product was ordered from the manufacturer on September 13, 2010 and we were provided an ETA of October 18th, 2010. We sent an email advising the item would be in stock on the 18th.

On the 21st you called to check if the package had shipped and we told you the item was not expected until the 23rd as a result of a further delay. Unfortunately the manufacturer was not able to meet even the delayed shipment on the 23rd as expected. You should have been offered an order split here.

Our system depends (heavily) on the manufacturer's delivery dates being correct and in this case we received at least three incorrect expected dates ahead of actually receiving product.

We used to auto-split orders but we learned that many people want an item delivered in a certain span or window due to vacation, travel or delivery to workplace. When they would get a "this package is coming" notice and didn't request it, they would be unhappy. Now we split orders on request and honestly I'm unsure why this wasn't offered directly as you were a good candidate on the 21st, taking your time to call in and receiving bad news.

I'm sorry this happened. We should have offered the split in this situation. I think a system that says "Product X has an updated expected date of Date Y, would you like us to ship items A and C now and ship Product X on arrival" would make a lot of sense. We don't do this now and I'm not sure our competitors do either. I've opened a feature ticket related to this issue and am happy to keep you posted if you are interested.

I hope we can keep your business.

Johnny

Johnny is such a mensch.

[Uncle_Bob]

Howdy UB,

I asked our buying and CSR teams to look into this.

The product was ordered from the manufacturer on September 13, 2010 and we were provided an ETA of October 18th, 2010. We sent an email advising the item would be in stock on the 18th.

On the 21st you called to check if the package had shipped and we told you the item was not expected until the 23rd as a result of a further delay. Unfortunately the manufacturer was not able to meet even the delayed shipment on the 23rd as expected. You should have been offered an order split here.

Our system depends (heavily) on the manufacturer's delivery dates being correct and in this case we received at least three incorrect expected dates ahead of actually receiving product.

We used to auto-split orders but we learned that many people want an item delivered in a certain span or window due to vacation, travel or delivery to workplace. When they would get a "this package is coming" notice and didn't request it, they would be unhappy. Now we split orders on request and honestly I'm unsure why this wasn't offered directly as you were a good candidate on the 21st, taking your time to call in and receiving bad news.

I'm sorry this happened. We should have offered the split in this situation. I think a system that says "Product X has an updated expected date of Date Y, would you like us to ship items A and C now and ship Product X on arrival" would make a lot of sense. We don't do this now and I'm not sure our competitors do either. I've opened a feature ticket related to this issue and am happy to keep you posted if you are interested.

I hope we can keep your business.

Johnny

Thankyou for looking into this.

I did email asking if the in stock items could be shipped explaining that's what many on line vendors do. I then got the following reply.

I am sorry we are unable to help you with your CPAP needs at this
time. Please contact us again if we can help in the future.

So i figured if that's the policy then so be it. I didn't expect the policy to be changed just for me.

I'm sure i'll be shopping at cpap.com again in the future.

[chunkyfrog]

I already have my tank; but it looks like my co-pay is going to be more than the entire online price--maybe even including shipping!
Needless to say, Hubby's tank will NOT be a local DME item.

[jnk]

. . . I'm sure i'll be shopping at cpap.com again in the future.

Nun-o-my bidness, but a thread-title change might sure be a nice touch, eh, UB?

[johnnygoodman]

Howdy UB,

I asked our buying and CSR teams to look into this.

The product was ordered from the manufacturer on September 13, 2010 and we were provided an ETA of October 18th, 2010. We sent an email advising the item would be in stock on the 18th.

On the 21st you called to check if the package had shipped and we told you the item was not expected until the 23rd as a result of a further delay. Unfortunately the manufacturer was not able to meet even the delayed shipment on the 23rd as expected. You should have been offered an order split here.

Our system depends (heavily) on the manufacturer's delivery dates being correct and in this case we received at least three incorrect expected dates ahead of actually receiving product.

We used to auto-split orders but we learned that many people want an item delivered in a certain span or window due to vacation, travel or delivery to workplace. When they would get a "this package is coming" notice and didn't request it, they would be unhappy. Now we split orders on request and honestly I'm unsure why this wasn't offered directly as you were a good candidate on the 21st, taking your time to call in and receiving bad news.

I'm sorry this happened. We should have offered the split in this situation. I think a system that says "Product X has an updated expected date of Date Y, would you like us to ship items A and C now and ship Product X on arrival" would make a lot of sense. We don't do this now and I'm not sure our competitors do either. I've opened a feature ticket related to this issue and am happy to keep you posted if you are interested.

I hope we can keep your business.

Johnny

Thankyou for looking into this.

I did email asking if the in stock items could be shipped explaining that's what many on line vendors do. I then got the following reply.

I am sorry we are unable to help you with your CPAP needs at this
time. Please contact us again if we can help in the future.

So i figured if that's the policy then so be it. I didn't expect the policy to be changed just for me.

I'm sure i'll be shopping at cpap.com again in the future.

I looked back at the email history. Here's the email I think you are referring to:

Re: Backordered CPAP Item for Order #502795 Needs Your Attention

Body: Please cancel this order ASAP

Most on line vendors will ship parts of the order in stock to save holding up the whole order. I need to find such a vendor for my cpap supplies.


Here's my explanation:

If a customer mentions canceling an order during a call or email, that takes priority over anything else. We don't want to be the company that won't honor a cancel request or makes it hard to say "no thanks". We want customers who want what we're selling and are happy to be dealing with us. I set up this rule and in this case the "cancel on request immediately" rule took away the ability of our CSR to step in and "save the order".

We do split orders, but if we get a "Please cancel this order ASAP", we're going to do that. We should have mentioned that we split orders in the cancel email. At that point, frankly, this order was so backwards that those CSRs very likely could see we simply blew it, you were moving on and there was little to be done but promptly honor your final request.

The bottom line is that our split order system is broken, we are fixing it and I'm sorry it has us cross threaded. I hope we do get another chance in the future. Worst case, CPAP.com's service process flow with regards to splitting orders will be improved as a result of this mess. Once again, yikes + sorry.

Johnny

[chunkyfrog]

Johnny: you guys will definitely get my business for the hubby's tank--DME wants $60; BCBSNE pays less than $20.
Our copay is more than your entire price!

[Uncle_Bob]

Howdy UB,

I asked our buying and CSR teams to look into this.

The product was ordered from the manufacturer on September 13, 2010 and we were provided an ETA of October 18th, 2010. We sent an email advising the item would be in stock on the 18th.

On the 21st you called to check if the package had shipped and we told you the item was not expected until the 23rd as a result of a further delay. Unfortunately the manufacturer was not able to meet even the delayed shipment on the 23rd as expected. You should have been offered an order split here.

Our system depends (heavily) on the manufacturer's delivery dates being correct and in this case we received at least three incorrect expected dates ahead of actually receiving product.

We used to auto-split orders but we learned that many people want an item delivered in a certain span or window due to vacation, travel or delivery to workplace. When they would get a "this package is coming" notice and didn't request it, they would be unhappy. Now we split orders on request and honestly I'm unsure why this wasn't offered directly as you were a good candidate on the 21st, taking your time to call in and receiving bad news.

I'm sorry this happened. We should have offered the split in this situation. I think a system that says "Product X has an updated expected date of Date Y, would you like us to ship items A and C now and ship Product X on arrival" would make a lot of sense. We don't do this now and I'm not sure our competitors do either. I've opened a feature ticket related to this issue and am happy to keep you posted if you are interested.

I hope we can keep your business.

Johnny

Thankyou for looking into this.

I did email asking if the in stock items could be shipped explaining that's what many on line vendors do. I then got the following reply.

I am sorry we are unable to help you with your CPAP needs at this
time. Please contact us again if we can help in the future.

So i figured if that's the policy then so be it. I didn't expect the policy to be changed just for me.

I'm sure i'll be shopping at cpap.com again in the future.

I looked back at the email history. Here's the email I think you are referring to:

Re: Backordered CPAP Item for Order #502795 Needs Your Attention

Body: Please cancel this order ASAP

Most on line vendors will ship parts of the order in stock to save holding up the whole order. I need to find such a vendor for my cpap supplies.


Here's my explanation:

If a customer mentions canceling an order during a call or email, that takes priority over anything else. We don't want to be the company that won't honor a cancel request or makes it hard to say "no thanks". We want customers who want what we're selling and are happy to be dealing with us. I set up this rule and in this case the "cancel on request immediately" rule took away the ability of our CSR to step in and "save the order".

We do split orders, but if we get a "Please cancel this order ASAP", we're going to do that. We should have mentioned that we split orders in the cancel email. At that point, frankly, this order was so backwards that those CSRs very likely could see we simply blew it, you were moving on and there was little to be done but promptly honor your final request.

The bottom line is that our split order system is broken, we are fixing it and I'm sorry it has us cross threaded. I hope we do get another chance in the future. Worst case, CPAP.com's service process flow with regards to splitting orders will be improved as a result of this mess. Once again, yikes + sorry.

Johnny

You are right i should have probably sent the suggestion in prior to the cancellation. I was in a panic as i had collapsing Swift LT pillows and needed replacements ASAP. A lesson to myself to check on my supplies, i thought i had another pair but didn't.

Good to hear you do split orders. And thanks for responding well to suggestions. I know its rare for you to be out of stock and i know its impossible to deal with suppliers who keep changing estimated supply dates on ya.

I changed the title of the thread

Thanks
UB

[scrapper]

Johnny has been really decent.............and UB, you've also stepped up to the plate and been a decent man.

Class acts, all around

Hats off to both of you...........

[DoriC]

All's well that ends well!

[LackingSleep]

UB,

For filters and Tubing try cpap filters and supplies dot com. Largest inventory and best pricing.

matt

[rested gal]

LackingSleep, I think cpap.com will price-match if a person finds something priced cheaper at another online store.

Johnny has been really decent.............and UB, you've also stepped up to the plate and been a decent man.

Class acts, all around

Hats off to both of you...........

I agree with scrapper.

How many support sites (like this forum) allow info to be exchanged about "other sites" selling cpap supplies, and have an owner (like Johnny Goodman) who tries hard to make things right when there's a problem?

All the more reason to give cpap.com my business when I can.