Resmed is refusing to fix my broken auto-pap machine

[GumbyCT]

Dealing with technical issues using emotional terms usually does not get the desired results.

You should document the temperatures using a thermometer.
For each setting measure the temp in the tank and coming out of the tube.

Report the settings back to the manufacture and see what they say.

While I am a techy and understand what you are saying - the user should be able to say "it's broke" or "machine broke" or this is not working right, please check it". The repair center is where the technical details should be sorted out.

IF we gotta do their job - what do we need them for?

After all you don't record temps when your car air conditioner stops working, do you?

[Slinky]

Good point, Mindy. An obviously simple possible solution - kinda like the question did you check to see if it is still plugged in? Ooops! Red face. Its not.

[BigTex]

Dealing with technical issues using emotional terms usually does not get the desired results.

You should document the temperatures using a thermometer.
For each setting measure the temp in the tank and coming out of the tube.

Report the settings back to the manufacture and see what they say.

While I am a techy and understand what you are saying - the user should be able to say "it's broke" or "machine broke" or this is not working right, please check it". The repair center is where the technical details should be sorted out.

IF we gotta do their job - what do we need them for?

After all you don't record temps when your car air conditioner stops working, do you?

They are not refusing to fix it. They already sent her a replacement for what they think is wrong.

Obviously they dont think there are anything wrong with the machine since they are sending her new humidifiers.
Sending them more info might help the process along and it will not take very much time or effort to do so.
That is not the same as doing their job.

[BlackSpinner]

While I am a techy and understand what you are saying - the user should be able to say "it's broke" or "machine broke" or this is not working right, please check it". The repair center is where the technical details should be sorted out.

IF we gotta do their job - what do we need them for?

After all you don't record temps when your car air conditioner stops working, do you?

"Hello"
"Its not working"
"What is the error message?"
"I don't know."
"Can you read me what is on the screen?"
"Oh I rebooted"
"What exactly were you doing when you had the error?"
"Typing in things"
"Which things exactly?" (There are 5 sets of screens with data to enter)
"Oh I don't remember. But it has to be fixed ASAP"
"Why don't we enter the data slowly right now"
"I don't have time right now, I am going for lunch, will it be fixed when i get back?"

.........

[jwerley]

Mindy...To answer your question first......They (Resmed has replaced the whole humidifier, not just the plastic that holds the water. I am waiting to get my unit back from them with the third humidifier that they said they were sending to me. When I do get it back I intend to try all of the suggestions that You kind people have suggested. I really like the numbers suggestion (measuring the temp of the water and the air). I just hope that they send me back my machine this week so I can proceed with what I need to do. Dollar, I like your suggestion very much, but I am on a fixed pension and money is a problem, however I have not thrown out that idea all together.

[GumbyCT]

Obviously they dont think there are anything wrong with the machine since they are sending her new humidifiers.

We don't know what Resmed is being told. Since they do NOT speak directly to the user there is a very real possibility the problem description is NOT what it should be. You know how information tends to get distorted when it goes thru too many ears?

I really like the numbers suggestion (measuring the temp of the water and the air).

My experience has been the person you will talk to won't have a clue what those numbers mean and as a result will likely not relay those numbers either.

I used to think the people answering the phones at my DME were RT's - well it turns out they are people who are willing to work for next to nothing. Sometimes they can repeat part of what you told them. Once they learn a few buzz words they move on.

Do you feel lucky today?

[Slinky]

Hye! Gumby! I've encountered medical doctors' desk dragons like that. They couldn't get a message straight if their life depended on it. Dumb as rocks.

[mindy]

Mindy...To answer your question first......They (Resmed has replaced the whole humidifier, not just the plastic that holds the water. I am waiting to get my unit back from them with the third humidifier that they said they were sending to me. When I do get it back I intend to try all of the suggestions that You kind people have suggested. I really like the numbers suggestion (measuring the temp of the water and the air). I just hope that they send me back my machine this week so I can proceed with what I need to do. Dollar, I like your suggestion very much, but I am on a fixed pension and money is a problem, however I have not thrown out that idea all together.

I don't know about the s8, but in the s9 the power for the humidifier comes via the main unit. So I'm guessing that there could possibly be an issue with the main unit power feed to the humidifier. If you can do it, I'd be tempted to go to the s9 autoset -- I love that machine. I've had it for about 2 weeks now and it works well. But I do understand about being on a fixed pension -- as I am, too.

Good luck!!
Mindy

[billbolton]

I don't know about the s8.....

The S8 is very different to the S9 in terms of the humidifier arrangement

Cheers,

Bill

[irish-granda]

Having the same issue. ResMed won't honor the 2 yr guarantee. I receiverd the machine in the middle of February of 2011. The contend that their warranty starts when they ship it to the provider, not when the user receives it. Still fighting with them to fix the issue..

[VikingGnome]

If Medicare paid for your AUTOSET, then it has a 5-year warranty. Your DME is supposed to take care of things like this for you. Tell the DME that "agrees" with you, that they need to give you a new AUTOSET because under Medicare it has a 5-year warranty. (Medicare provides a 5-year warranty because they will only allow you to replace your xPAP once every 5 years. If it breaks down/malfunctions during that time, the DME is supposed to replace it for you.

[purple]

Did you get the machine through a DME? Usually it is the DME whom we are supposed to complain to. I am amazed that Resmed talks to an ordinary user person at all.

If the DME will certify the machine is failing, then they should quickly ship you a new one. Might be that they will try to get you to make all the co pays again. JanKnitz, maybe you can come in and advise on this.

I know that our forum Sponser, cpap.com is capable of evaluating a machine and being able to issue the certification that the machine is not working correctly. But it costs the machine owner money, for both shipping and the evaluation. Not sure what cpap.com does if they sold the machine.

[Guest]

You need to use a thermometer and record the temperature, along with settings in effect at that time.
You need proper documentation.
Subjective statements like "too hot", and "can't breathe" are not very useful.
It is too easy to dismiss them.
You need NUMBERS. Numbers have power.
It is a little more work--but completely necessary.

I agree with that above. How high is the temperature will help us to know how dangerous and risky its to your safety.

[Slinky]

Philips Respironics' warranty states warranty begins w/delivery to the DME but Resmed's has always stated warranty begins w/delivery to the patient. If they have changed their warranty period it had to have begun w/the S9s. I'd dig out the warranty or go online and check the warranty out for myself.

AND has been stated the warranty must be handled thru a DME provider. Double check w/Medicare to be sure but to the best of my knowledge Medicare does NOT warranty your PAP or accessories.

[bilgerat57]

I'm coming into this one a bit late. I just got an S9 auto today so that's why this caught my eye. I'm curious, when you say you sent the thing back, did you send the entire unit (blower and humidifier) or just the humidifier portion? Is it possible that the two were not fully connected? This problem almost sounds like a short in the interface wiring or possibly a control software glitch in the blower portion. I would be very interested in hearing about the outcome of this problem. I work offshore so if there is a problem I need to watch out for it's good to know who's chain I need to yank hard on before I'm in the middle of nowhere!