PR Remstar Support: Do they respond?

[mtncpapblue]

I tried sending one of those web messages on the PR site. No response.

I do have the technical customer care number: 800-345-6443.

Any experience with how helpful they are. I read this and that about PR support, not great stuff .... Just want to know what I will be up against when I start.

[ChrisD]

What are you trying to get help with? Did you search this forum for an answer?

Chris

[chunkyfrog]

They may be off for the weekend.

[mtncpapblue]

I want to know if the humidifier heat is turned off when the water is low. And if the heated hose is turned off similarly. I did not really want to let it run dry and see what happens - probably would be OK, but may reduce lifetime of element.
I posted this today, with no answers.

[purple]

Respironics the company has a policy of not talking with end users. We are supposed to talk with the DME. The DME is supposed to be holding our hand. That is why they get more money than the internet sellers of xpap stuff. Also part of why insurance companies require that we have a local brick and mortar DME.

Not a good answer to your question: With a System One Auto, if the machine is on, blowing, but the patient is not breathing with it, then the humidifier is not supposed to heat up. I know nothing about Climate Line hoses.

Likewise I have been told that if ones Respironics machine is not functioning, the user/patient is supposed to have their own DME certify the machine has failed, and it is DME is holding the warranty. The DME works out the exchange with Respronics. Ordinary patients are not supposed to speak with Respironics Warranty or Technical Support. That is for the DME's to call. There is another option on failure of, ship it in, and pay like sixty seventy dollars to verify it has failed. Not sure if we ship the machine to Respironics that checks on the machine, or that was cpap.com. I think one also has to pay shipping to either get the machine back or a new machine. Nothing is free.

One of the big reason that we are required to have a local Brick and Mortar DME is the percentage of people who quit using the treatment, because of adjustment issues. Does anyone know what the percentage of quitters is?

[mtncpapblue]

Excellent points, purple. I need to be a bit more persistant with my DME. I got a stand-in person last time and it was a waste of my time for anything but the boiler-plate answers. I guess I just have to keep asking the hard questions, and eventually they will have to get the answers from RP, etc.. I think that typically they are dealing with the 'did you plug it in' problems, while these machines are fairly complex, and when a subtle problem comes up they are completely stumped.