Will you e-mail Johnny Goodman at cpap,com?

Alisha · Post by **Alisha** » Thu Mar 29, 2007 8:08 pm

If you are using EncorePro version 1.6i software, you must have noticed that the Sleep Therapy Daily Details Page is missing several days each month. Not only do you not receive AHI and other data for those days, this also affects your weekly average AHI.

Respironics is telling those who contact them that EncorePro version 1.8i does not skip days, but they cannot give the patient a replacement. They can only deal with a supplier/DME.

If Respironics won't replace the defective software version 1.6i with the version 1.8i (which they say does not skip days of Daily Data) because we are not suppliers, COULD WE NOT ALL WHO PURCHASED OUR SOFTWARE FROM CPAP.COM ASK JOHNNY AT CPAP.COM (WHO IS A SUPPLIER/DME) TO SEE IF RESPIRONICS WOULD REPLACE THEM FOR HIM? If we had to return the 1.6i software to Johnny for the replacement, I would be willing.

Respironics replaced the faulty tanks for the M, why should they not replace the faulty software? I love the M Auto Cpap. I just wish they had ironed out the wrinkles before they put it on the market.

If Johnny gets enough e-mails and understands our disappointment with this software, I believe he will intervene on our behalf. Just write a simple e-mail telling him the software problem, what Respironics is telling us, and ask him to please intervene on our behalf since he is a supplier and we are not. The e-mail address is johnny@cpap.com

I think it's worth trying...if enough of us will put forth the effort.

Regards,

Alisha

Wulfman · Post by **Wulfman** » Thu Mar 29, 2007 8:30 pm

Alisha,

I'm not necessarily disagreeing with you, but they do have the following as part of the information that's listed with the product description:

Software is intended for use by Sleep Labs and DMEs. We do not provide technical support for software purchases.

Maybe Johnny will see your post and offer some insight in this.

Good luck.

Den

Guest · Post by **Guest** » Thu Mar 29, 2007 9:23 pm

hahah probably not
The software is NOT FOR PATIENTS! What part of that isn't clear?

Ric · Post by **Ric** » Thu Mar 29, 2007 9:53 pm

I sort of agree with parts of both of the above posts (Den and Alisha). I think Respironics should make good on defective merchandise, be it hardware or software. If they could do it directly to the customer that would be waaay kewl. But if they feel better doing it indirectly through the DME (online or offline) that would be OK. But not standing behind their product by supporting it in some way or another is OUTRAGEOUS !!! .

I sort of agree with Den, I don't expect the technical support people at Respironics should have to listen to screechy whiney end users who are in over their heads and don't have the technical prowess to operate the software. They have chosen not to take on that problem, that's ok. That is factored into their price structure. But I don't think it would put them out of business to make the upgrades available to end users who have already paid the price. Especially if we have the receipts and the serial numbers and all the regular proofs-of-purchase. I think I mostly agree with Alisha

-Ric

NightHawkeye · Post by **NightHawkeye** » Sun Apr 01, 2007 3:10 pm

Hmmm . . ., as a user of 1.5i I haven't experienced the problem. (Yeah, I know my profile says 1.6i - I picked the closest answer available.)

Back when I purchased my BiPAP-auto, when it was still fresh on the market, the only version of Encore which worked with the machine was the new version 1.5i and it was only available via free download from the web. One simply couldn't buy version 1.5i. Maybe I was naive, but I had a higher opinion of Respironics then. It seemed the company cared about the end-users of their products.

Oh well . . .

Regards,
Bill

Linda3032 · Post by **Linda3032** » Sun Apr 01, 2007 3:14 pm

Yes Bill, we were a couple of the lucky ones when Respironics screwed up and had the "free download" online.

If we ever have to get an M Series machine we're screwed -- except I would just live with the occasional loss of a couple of data days.

NightHawkeye · Post by **NightHawkeye** » Sun Apr 01, 2007 3:46 pm

Unfortunately, I don't think 1.5i will work with the M-series machines, Linda. Better stock up on the Tank while you can . . .

Regards,
Bill (who has instead been eyeing the PB420e . . . )

Linda3032 · Post by **Linda3032** » Sun Apr 01, 2007 4:13 pm

NightHawkeye wrote:Unfortunately, I don't think 1.5i will work with the M-series machines, Linda. Better stock up on the Tank while you can . . .

Regards,
Bill (who has instead been eyeing the PB420e . . . )

Yipes, you're right, Bill. I only have two. If one becomes available in the forum I'd probably have to fight Jim for it. .

Wulfman · Post by **Wulfman** » Sun Apr 01, 2007 4:46 pm

To comment on Ric's post, I was only making the point that the sellers have an "out" when it comes to providing/selling/supporting the software. I've always felt that Respironics should produce a user-friendly version that comes packaged with the machines (might as well throw in a card reader, too).

I think it'll be interesting to see what happens with this therapy, technology-wise, in the next several years. Will it become even higher tech?.....or pretty much the same thing in different boxes?

But, just in case, if these machines last for at least 5 years each.....I'm set for at least 15 years. And, if it means plunking out a C-Note every few years for software, I don't consider that excessive to monitor my therapy. At least my doctor won't be getting it.

Den

Alisha · Post by **Alisha** » Sun Apr 01, 2007 5:01 pm

Den, your profile shows that you're using RemStar Pro-2 cflex cpap and that you already use the v1.8 software. What are the other two machines you own to take you through 15 years? Just curious in case I, too, decide to "stock up."

Regards,

Alisha

NightHawkeye · Post by **NightHawkeye** » Sun Apr 01, 2007 5:09 pm

Hmmm . . ., I just thought to check my profile and notice it now shows that I'm using Encore version 1.8i . . .

Funny that Johnny managed to do automatic updates to the online profiles . . .

Regards,
Bill

Wulfman · Post by **Wulfman** » Sun Apr 01, 2007 5:11 pm

Alisha wrote:Den, your profile shows that you're using RemStar Pro-2 cflex cpap and that you already use the v1.8 software. What are the other two machines you own to take you through 15 years? Just curious in case I, too, decide to "stock up."

Regards,

Alisha

Alisha,

I have two REMstar Autos and the Pro 2 (my first machine). I don't actually have version 1.8 (as the forum program pulls whatever current software version CPAP.COM is selling and inserts it there). Actually, I have versions 1.4 and 1.6. (and, a downloaded copy of 1.5i from when it was available)
The equipment I have is of the same "generation", so they all use the same humidifiers, filters and software versions.

Den

Alisha · Post by **Alisha** » Sun Apr 01, 2007 5:35 pm

Bill, I, too, just noticed the system has changed our software to v1.8i. I AM NOT TOO HAPPY WITH THIS, SINCE I HAVE NOT BEEN SUPPLIED WITH THIS CORRECTED VERSION AND AM USING THE v1.6i WITH THE 'BUG' WHICH CAME WITH THE BUNDLE I PURCHASED FROM CPAP.COM. IT SEEMS A LITTLE INSULTING TO SEE MY SOFTWARE CHANGED TO v1.8i WHEN I HAVE NOT NOT RECEIVED THIS CORRECTED VERSION.

This past Thursday and Friday nights v1.61 failed to show my statistics, while I am still working with tweaking pressures and mask-use to get my therapy where I need it to be. It is disappointing, to say the least.

Thanks for the info, Den. Since I have the M Series auto (which I love, by the way), I guess stocking up wouldn't help me now. LOL

Regards,

Alisha

cheesy_rice · Post by **cheesy_rice** » Sun Apr 01, 2007 5:55 pm

Wulfman wrote:Alisha,

I'm not necessarily disagreeing with you, but they do have the following as part of the information that's listed with the product description:

Software is intended for use by Sleep Labs and DMEs. We do not provide technical support for software purchases.

Maybe Johnny will see your post and offer some insight in this.

Good luck.

Den

i wouldn't consider defective software to fall under "technical support".

i would consider it more of a "Customer Service" issue.

Goofproof · Post by **Goofproof** » Sun Apr 01, 2007 6:00 pm

NightHawkeye wrote:Hmmm . . ., as a user of 1.5i I haven't experienced the problem. (Yeah, I know my profile says 1.6i - I picked the closest answer available.)

Back when I purchased my BiPAP-auto, when it was still fresh on the market, the only version of Encore which worked with the machine was the new version 1.5i and it was only available via free download from the web. One simply couldn't buy version 1.5i. Maybe I was naive, but I had a higher opinion of Respironics then. It seemed the company cared about the end-users of their products.

Oh well . . .

Regards,
Bill

Check your profile everyone has been upgraded to Version 1.8i! HA! Ha! Jim That's some smart software.