Supplier Frustration and Warranty Issues

[lifeski]

I have a Resmed S10 Autopap for Her that is 10 months old. The humidifer has stopped working. I contacted the company I have been using for 10 years (who also provided me with the machine) and they shipped me a replacement. First of all I was not provided with a For Her model but I was ok with that. The machine looks beat up, the door that covers the filter is broken and when I looked it has over 8500 hours of use! Mine has 2100. What are my options? Do I have to use the company that provided the machine provide warranty service? I certainly am not accepting what they sent me as a replacement. Also does anyone with insurance that covers cpap supplies use an online vendor? The company I have been working with used to be a small business but now they have been bought out by a large group and their customer service is horrible. Thanks for any advice.

Teresa

[LSAT]

Did they sent it to you as a replacement..or...to use while your machine is out for repair? Check with them. If it's a replacement, I would not accept it.

[SewTired]

They are supposed to send you a refurbished machine. Contact them and tell them that while you are fine with this as an emergency replacement while your machine is being fixed, this is an unacceptable replacement if they expect it to be permanent - not only does it have 2 years more of use than what you had, it is also the wrong model.

In most cases of warranty service, they actually FIX the machine. If they can't fix it, Resmed usually provides a NEW machine.

[eteddybair]

Hi,

I know all about these kinds of problems as I have been through several suppliers of CPAP machines and equipment. Right now, I have a great supplier and they might work with you. I receive my supplies on a regular basis through the mail and they have GREAT customer service. It is possible that they might help you too. Simply go to GOOGLE and type in "Reliable Medical Supply Company, Hwy 544, Conway, South Carolina. If they can't help you, maybe they can refer you to a company that can?

[Julie]

Secondwindcpap.com is terrific - very reasonable prices for well refurbed (and new) machines and super service if you have any problems - and I speak from experience (as do lots of others here).

[LSAT]

Secondwindcpap.com is terrific - very reasonable prices for well refurbed (and new) machines and super service if you have any problems - and I speak from experience (as do lots of others here).

She's not looking to purchase a new machine. Hers is 10 months old and under warranty. I believe she must go back to the DME that sold the item to have it be covered under the warranty.

[Julie]

Yes, but I thought it a good place to put in a plug.

[chunkyfrog]

Since eteddy did, I suppose you are covered.
Secondwind sounds great if no warranty or insurance is involved.

[lifeski]

Thanks for the feedback. The machine sent was supposed to be a replacement unit but obviously it is unacceptable. I will contact Resmed directly next week. Fortunately I have my old machine that works to hold me until I get this all sorted out.

Teresa