HELP! DirectHome Medical sent me a BLANK SOFTWARE CD !

SleepyNoMore · Post by **SleepyNoMore** » Thu Aug 30, 2007 9:52 am

I ordered the Encore Software v1.6i & Usb Card reader bundle from DirectHomeMedical and they sent me the software version 1.8i and it is a BLANK CD ! Has anyone out there in CPAP Land ordered from this place before, I emailed them yesterday when I recieved the order and no response as of yet and I called them today on what appeared to be a CELL PHONE and left a message for them to call me back and I marked the message as URGENT and still as of yet, I cannot get in contact with them! Does anyone know how I can get a copy of the Software v1.6i, I have tried several websites and can't find it anywhere... Have I been RIPPED OFF ? The CD came in a CD Case that says Encore Pro and the CD says EncorePro version 1.8i (WOW) I am so upset as I pais $ 169.00 for the bundle and end up with a blank cd and can't use the card reader without the software. Please people, I am a brand new cpap user and I really need some help and advice! Thank You, SleepyNoMore
~~ " UPDATE" ~~ OK, I finally got in touch with Direct Home Medical and they said they would put a new Encore Pro Software CD in the mail today, whewwww - YES! I just pray that this one isn't BLANK like the first one was... The lady said they "TEST" these CD's before they are shipped out but how could that be if they are factory sealed ??? Maybe they re-wrap them but they sure didn't check the one they sent me or they would have known it was BLANK! Anyway, I am very THANKFUL they are making it right with me as that is alot of money & they are the ONLY website that even offers this program. I emailed cpap.com and they told me that the manufactures made them stop selling them to "US", the "PATIENTS"! Like we have "NO RIGHTS" to our own personal "DATA" so if anyone out there needs one, better hurry and order it. Also, need a RX to BUY a #@$&^!! MASK, unbelieveable !!! Respironics has to be in kahoots with the doctors and sleep centers so we have to pay for extra and ongoing visits , whatever man.............. "WE SHOULD PROTEST " or maybe we should stop buying there products for awhile and let them know why . I searched all over the internet & couln't find the software anywhere and the one they are sending me is VISTA compatable... Thanks to "EVERYONE" for all the help and advice. Until the next post, take care all you hoseheads, lol
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CPAPopedia Keywords Contained In This Post (Click For Definition): Encore Pro, CPAP

Guest · Post by **Guest** » Thu Aug 30, 2007 11:06 am

hence the reason you should deal with a brick-and-mortal DME.
Sorry to hear of your loss.

johnnygoodman · Post by **johnnygoodman** » Thu Aug 30, 2007 11:12 am

hence the reason you should deal with a brick-and-mortal DME.

Flamebait if ever I did see it. I strongly disagree as you are painting all internet retailers of CPAP equipment with the same broad brush.

Johnny

Guest · Post by **Guest** » Thu Aug 30, 2007 11:53 am

We did some business with them. They were hard to get a hold of by phone sometimes (and there was an acceptable reason for that) so we e-mailed back & forth (it may have been Adam)and he was very helpful & prompt in e-mailing us back even when they were closed on the weekend. They seemed to be an honest company and fulfilled their part. I would suggest you e-mail them and I think you will get things resolved. Don't be discouraged yet!!

Guest · Post by **Guest** » Thu Aug 30, 2007 12:15 pm

Anonymous wrote:hence the reason you should deal with a brick-and-mortal DME.
Sorry to hear of your loss.

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I think this is a brick and mortar DME who expanded into internet retailing.

Snoredog · Post by **Snoredog** » Thu Aug 30, 2007 12:16 pm

Direct Home Medical has a RETURN policy, I would review it and exercise it. I can't speak for their Customer Service as I've never dealt with them, but they do show a Return policy on their website.

IF the CD is blank I'm sure they will replace it once notified, it is not like you can easily erase a CD-R disc.

A blank CD is more likely the fault of Respironics burning it, not the vendor, if the CD was sealed in a container it came from Respironics that way.

Goofproof · Post by **Goofproof** » Thu Aug 30, 2007 12:22 pm

Anonymous wrote:hence the reason you should deal with a brick-and-mortal DME.
Sorry to hear of your loss.

As a B&M, DME, that would be unwise, because if I couldn't get it corrected soon, I'd have my Mossberg 12 Ga Assult shotgun at your B&M Door. Jim

One more reason to thank, Respironics for following, Resmed's lead to screw their patients into a software shortage.

Sleepdeprived · Post by **Sleepdeprived** » Thu Aug 30, 2007 12:26 pm

[quote="SleepyNoMore"]I ordered the Encore Software v1.6i & Usb Card reader bundle from DirectHomeMedical and they sent me the software version 1.8i and it is a BLANK CD ! Has anyone out there in CPAP Land ordered from this place before, I emailed them yesterday when I recieved the order and no response as of yet and I called them today on what appeared to be a CELL PHONE and left a message for them to call me back and I marked the message as URGENT and still as of yet, I cannot get in contact with them! Does anyone know how I can get a copy of the Software v1.6i, I have tried several websites and can't find it anywhere... Have I been RIPPED OFF ? The CD came in a CD Case that says Encore Pro and the CD says EncorePro version 1.8i (WOW) I am so upset as I pais $ 169.00 for the bundle and end up with a blank cd and can't use the card reader without the software. Please people, I am a brand new cpap user and I really need some help and advice! Thank You, SleepyNoMore

Guest · Post by **Guest** » Thu Aug 30, 2007 12:32 pm

I have dealt with them before, but not for anything related to CPAP. They charged my card and then never provided tracking info. I had to call them a number of times. What happened was they delayed placing the order for the item I ordered (Xvest weight vest). When I finally got a hold of someone, they stated there was a back up at the manufacturer (I had already checked this out and while there had been earlier in the year there was no longer a delay). I pointed out that if that was the case they should not have charged my card and that I had spoken with the manufacturer. I threatened to challenge the charge with AMEX and they provided a tracking number that evening.

While I was not pleased with the company, they did work to resolve my problems. I would just keep being a thorn in their side until you get an answer. If you charged it check to see what protection the credit card company can give you as far as returns.

TM

RosemaryB · Post by **RosemaryB** » Thu Aug 30, 2007 12:34 pm

[quote="Anonymous"]hence the reason you should deal with a brick-and-mortal DME.
Sorry to hear of your loss.

6PtStar · Post by **6PtStar** » Thu Aug 30, 2007 1:16 pm

Sent you a PM

Cliff · Post by **Cliff** » Thu Aug 30, 2007 2:18 pm

I have dealt extensively with direct home medical, and I will tell you, they have done a wonderful job! I doubt you have anything to worry about. give them time to figure out what happened and I am sure they will do whatever it takes to resolve the issue.

Cliff

roster · Post by **roster** » Thu Aug 30, 2007 4:47 pm

[quote="Anonymous"]hence the reason you should deal with a brick-and-mortal DME.
Sorry to hear of your loss.

comtech5 · Post by **comtech5** » Thu Aug 30, 2007 5:43 pm

I for one am tired of the ambiguity relative to Respironics Software. Someone in charge of this board (hello moderators?) should take responsiblity and put up a sticky with FAQ's with accurate answers. Some of the FAQ's might be:
1.) When did Respironics decide to restrict sale of the software to patients?
2.) Why did they take such a drastic measure?
3.) If I bring my DME a prescription for the latest software, will Respironics allow them to sell or give it to me? If yes, is there a list price in place from the manufacturer?
4.) Is the software free to DME's?
5.) How long does Respironics plan to keep the software from getting into the hands of patients? Indefinitely?
6.) If the DME gave the software away instead of selling it, would Respironics frown upon that?
7.) How many CD's or passworded downloads could a DME order before Respironics became suspicious? How could Respironics enforce the giving away of software to patients? Let's say the DME has 100 respiratory therapists employed and they order 100 copies on CD for distribution to each employee, i.e. what is Respironics going to do?...have onsite inspections to see that none of the CD's left the building? Maybe every employee can hang the CD's from their necks as proof to the CPAP police that no violations took place?
8.) Does Respironics have control over the distribution of the software to patients who would buy it from a DME in a foreign country?
9.) Is it known if Respironics currently restricts foreign mail order sales to patients in the US?

roster · Post by **roster** » Thu Aug 30, 2007 5:48 pm

comtech5,

I understand and share your frustrations. However, I certainly hope the gracious sponsors of this site do not feel obligated to answer those questions.

Mask	Humidifier

HELP! DirectHome Medical sent me a BLANK SOFTWARE CD !

HELP! DirectHome Medical sent me a BLANK SOFTWARE CD !

Re: HELP! DirectHome Medical sent me a BLANK SOFTWARE CD !