Be careful buying at cpap.com

[Cuda]

I got great service and pricing but here are some things to remember:

Do not just go and buy things, try filling a cart and leaving. You get punished by simply purchasing right away, if you try and leave to shop competitors the website will stop you and offer 2 day shipping!

Cpap.com sells items that are mutually exclusive to the consumer. Even if you call on the phone they will sell you the elbow adapter for a S9 AND a ClimateLine hose.

Once I opened the adapter and looked at the back of the S9 I quickly realized I had been had, it's useless. I guess I just throw it away. They should change the website so people cannot order both and tell phone staff to let consumers know the part will be useless. I opened mine so I am out of luck and threw it away seconds after getting it.

For those like me with no insurance its irritating, I hope they fix it but then again they make a buck or two each time they do this to someone so I doubt it will change.

[kempo]

If you look up the elbow adapter on cpap.com's page it tells you what machines the elbow will not work with under "Product Features". The S9 is one of them.

https://www.cpap.com/productpage/respir ... -cpap.html

[LinkC]

Oops! Guess they assume their customers can read...

Good catch, kempo!

[scrapper]

I'm sorry, I must disagree.

I've gotten nothing but excellent service from cpap.com. I usually price check before I purchase anywhere--including cpap.com--and I refuse to be "punished" by any computer or internet.

When I've called in to customer service, I've found them to be excellent also.

This very forum is one example of the kind of people Johnny & Carolyn are.....

I'm sure that if you take the time to talk to them about your concerns, they would be more than fair with you. If you made a hasty decision and in your opinion "got took"....it's hardly cpap.com's fault.

Insurance or no insurance, we always pay....it's just a matter of whether it is up front, or in higher premiums.

[sydneybird]

I was looking to purchase the white filters ($14) for my RemStar System One at cpap.com, but shipping was going to be $7. I thought that was too much for postage since I knew that the filters could be sent in an envelop with one or two stamps. I was tempted to buy something else to trigger the free shipping, but I really didn't need anything else. Either I lingered too long with my decision or it knew I was searching other sources, but an instant messaging window popped up to offer me free shipping. Sold. The filters work, I received them in a few days, and the price was right. I value cpaptalk more than you know and I value cpap.com for their consumer product reviews and will purchase from them as much as possible and have recommended others to do the same.

How would CPAP.com know you are not buying parts for a number of different machines? I'm sure they will sell you anything you want no matter what machine you might have. I'm not sure it is their job to verify what you are going to use each item for in a purchase.

[Cuda]

Look guys, people are going to assume a product is meant for the s9 if a user clicks on "customize and buy" and its an option. If its not an option then why have it as something to "customize" when purchasing the s9?

I said the pricing and service were excellent. You guys need to look at things a being more gray than black and white. A company does not have to be perfect or incompetent. Sometimes a really good company can make mistakes. GULP!! Yes its true.

Calm down fanboys, I happen to be someone that can say they are satisfied with the service but at the same time note things I did not like. Thats how companies improve themselves.

If the part does not work with a certain cpap machine whats wrong with asking they don't have it as an option to customize said machine?

[sydneybird]

If the part does not work with a certain cpap machine whats wrong with asking they don't have it as an option to customize said machine?

Cuda, that is a good point not explained in the first post. I tried it myself and it is offered the elbow as an option for the S9. On the options page you can't click on the elbow to go to the elbow description to get more info. After putting into my cart I had to use search for elbow to find it. After all these steps it says not compatible with S9. That is a problem. I would hope that CPAP.com would give you a credit and pay for return postage if you brought it to their attention. Sorry to jump on you.

You are correct about trying to close the browser window with something in your cart. An instant chat box pops up and if you wait long enough without replying you will get a special offer; I got free shipping, but that was my first purchase if that mattered. It is their UpSellit automated chat system in action I guess.

[kempo]

Well, I don't know why the elbow wouldn't work for the slimline hose that comes with the s9 but I think it is pretty obvious a $6.49 plastic elbow would not work with the climateline hose. Now having said that if you were speaking to someone on the phone about buying the climateline along with the elbow they should have told you the pair would not work together.

We have all made mistakes. Give them a call and explain what happened.

[SleepingUgly]

Sorry to jump on you.

Sydneybird, don't be so hard on yourself. Cuda's post, starting with the title "Be careful buying at cpap.com" and ending with:

I hope they fix it but then again they make a buck or two each time they do this to someone so I doubt it will change

are pretty harsh and disparaging.

That she/he subsequently wrote:

I said the pricing and service were excellent. You guys need to look at things a being more gray than black and white. A company does not have to be perfect or incompetent. Sometimes a really good company can make mistakes. GULP!! Yes its true.

Calm down fanboys, I happen to be someone that can say they are satisfied with the service but at the same time note things I did not like. Thats how companies improve themselves

is an attempt to blame you guys for jumping on him/her for saying what she actually said by acting as if she/he didn't say it.

The right thing to have done is to have asked cpap.com to correct the problem, refund the piece, whatever, and only if that failed, to have gone public about it. A "really good company" that just "made a mistake" deserves that.

[Goofproof]

You should "Be Careful Buying Anything Anywhere", Do your homework!!! If you don't you may end up paying too much, or buying something you can't use, and or don't need. Buying things is easy, being informed it the hard part. Being lazy costs us all money. Jim

A good many XPAP users don't even know what equiptment they own.

[MoonBear]

Hi,

My experience with cpap.com has been excellent. as a newbie, I have called and asked questions before purchases, and have learned much from the reps. I was first sent to Apria, and asked the rep there if he had heard of cpap.com . He said he calls them when he has a fitting or equipment question from a client!

The cpap world has a dizzying array of tins and fitting mask with liner with pads with hoses and machine. as a proactive consumer and as a business owner, I would call cpap and tell them about this. They may appreciate and change things so others do not have the problem. Certainly, I would want to know if I was not serving my customers. Havig said that, companies are only made up of many humans, and we all make mistakes. I would not be surprised if they offered you a credit or return on the part if you call them.

A good cautionary tale for all of us about being certain we do our homework. Thank you for posting.

Namaste,
MoonBear

[Breathe Jimbo]

"Stupid is as stupid does."

[carolyngoodman]

Howdy,

Sorry for the slow response on this one. I saw this post late this morning.

Cuda was right. We mistakenly had the elbow adapter on the customization page for the S9 AutoSet. It is a fair and rational assumption that if a product is on the customization page, it should be compatible with the base product. We do not expect our customers to have to go and read the product pages of customization products for compatibility when we suggest it accompany the purchase of the base product.

When we first implemented the customization page with the redesign and with each new product we post, we check for compatibility of the customization items, including filters, tubing, and comfort items. For the S9, for the elbow adapter was missed.

Cuda should not have been offered this product along with his S9. We have corrected the customization for the S9 machines, and we have checked the other machines that the elbow adapter is not compatible with.

We understand how Cuda was upset here and felt he was misled. We contacted Cuda and apologized for our mistake and offered him a refund. We are glad he has accepted our apology and brought this issue to our attention.

- Carolyn

[SleepingUgly]

Great! Hugs all around!

Cuda, you ought to change the title of this thread to reflect how fair cpap.com was with you.

[LinkC]

Good on you, Carolyn! This exemplifies the great customer service we've all come to appreciate from cpap.com.

And I'm sure this issue could have been accomplished much easier with a simple phone call.

But on the upside, you can't get advertising much better than the unsolicited testimonials here...