Respironics "One-Touch" Warranty - Did you know...

[dllfo]

5 Segments to it:
1. 30-Day Direct Replacement. You get a new unit if a problem occurs
within the first 30 days. (I have shortened the actual wording)

2. 2-Year Warranty: If a unit malfunctions within the warranty period (but
after 30 days of ownership, it will be replaced with Advanced Exchange
"certified like new unit", full two-year warranty, with zero therapy hours.

3. Non-Warranty Repairs: If the unit requires repair after the warranty
period expires, it will be repaired at our new "reduced" fee schedule, with
no evaluation fee.

4. Complimentary Repairs: If the same unit requires a second
non-warranty repair, during its five-year useful life cycle, Respironics will
pay for the service.

5. Product Useful Life: After a product has exceeded its five-year useful life
expectation, we recommend the purchase of a new device.

This is much better than I thought. The downside would be that the patient who owns their own unit would be without treatment for a period of time.

IF you have a Respironics unit with a yellow sticker on it, and the yellow sticker has a serial number starting with a "U", it is a "Certified Like New Device".

So if your unit fails, and you own it directly, no DME involved, you call their 800 number, customer service determines the status of your unit (is it within the 5 year warranty period) and then issues an RA number and send you a replacement "next day" delivery.

This is much better than I thought it would be. Apria took several days each time my SV was replaced. I am on my 3rd SV. I did NOT ask for a new SV. I asked about a strange noise on one and I think my first one quit recording on the Smart Card. Apria does not have a back-up plan for SV users. At least when I emailed corporate HQ they did not even reply. Local Apria gets testy about the entire "SV" thing. They complain it costs them too much. If you and I can buy the "SV" and HH for around $3500, then Apria probably pays less than that. How much less? I would think at least 10% less, maybe not. THEN Medicare (as a benchmark) pays them $5,057.34 and your copay is $1,264.34 for a total of $6,321.68 in 13 months time. (2007 Medicare rates) BTW, I bought one item from Apria. It was for my oxygen machine and I did not "qualify" for it. I paid $22 for an item that was selling on the internet for around $34, and I really searched for the best price. 500+ stores should get them a discount, no?

I understand we only have a few people actually on the SV unit, but the return part applies to all Respironics units sold after April 4, 2005. At least, that is what the letter says.

Has anyone used this service?

[GumbyCT]

So if your unit fails, and you own it directly, no DME involved, you call their 800 number, customer service determines the status of your unit (is it within the 5 year warranty period) and then issues an RA number and send you a replacement "next day" delivery.

What is their 800 number?

[dllfo]

Remember it is for returning units, NOT general questions. EDIT: PM me and I will send it to you. I am removing it from the original post to avoid confusion.

I am not addressing that comment to you GumbyCT, but to the general group.
It is easy to copy a number down and forget which Respsironics number it is.
I plead guilty to doing that myself a few times.

[Guest]

Have you used this system to return your machine yourself without going thru the DME at all?

[dllfo]

No. I have not returned a machine that I owned. I own a couple but have not actually returned one.

I was thrilled to hear of their overnight return policy. I hope it works as advertised.

Have YOU sent anything to them?

[OldLincoln]

A little side bar here.... I haven't found a way to register my Respironics machine. If it is supposed to be through a DME, haw do you verify it really is and in your name?

[dkessinger]

My Respironics failed, would not automatically start up when I started to breath through it. Took it to the DME and they sent it in and gave me a loaner. The repair took four months and the DME said that it is always that way on repairs.

[SleepyNoMore]

I bought a M series auto through directhomemedical.com and I thought it may have a heating issue so I emailed them and they made me go online and fill out their return form($12.50) then I had to pay shiiping and handling to return it to them, I could not go through to respironics directly...

So they (directhomemedical) recieved the unit from me, then they checked it out and found nothing wrong with it, then they sent it to respironics and (they found nothing wrong with it) and they sent a STINKY USED cpap machine back to direc thome medical and they sent it to me, my M Series was LESS than 2 months old.. I emailed a man at respironics, oh I called first and this nice lady named B. gave me this man's email address so I emailed him and he called me on my home phone (basically screaming at me) and telling me that their policy was to send out (so called refurbished) with lots of smelly CROSS-Contamination, it wasn't even cleaned before leaving Respironics.......

So, I emailed direct home medical and they also said that was Respironics policy, I brought the cross- contamination with them and then I called B. at Respironics and she ended up getting me a "BRAND NEW" M Series, whewwww was I lucky to get a good, new clean fresh cpap back, it took about a month or more, but at least I had a back-up (my orginal classic Remstar auto w/c-flex!

So there is my story, they send you a used one if your machine is over 30 days old and they do not (or at least they did not clean the used one they sent to me)! You will never see your orginal again, always write down the serial number and model and blower hours before sending it in!!

SleepyNoMore

[dllfo]

PM me your email address and I will send you a scanned copy of the letter included in my SV package. It is signed by Dave Mroz, Director, Homecare Service. Dated April 4, 2008.

It says "Applies to current REMstar Product offerings, BiPAP Pro, BiPAP Pro II,
BiPAP Plus, BiPAP Synhrony S & ST." Some machines were not invented on that date, but it is implied they qualify.

I have a sheet of paper from Respironics:

Certified Like New Device

Uniquely labeled box Peel-off SN# label

Certified Like New Model # identifier Pre-paid pre-packaged return shipping
label.

1024352
DS 04/04/2005

I wonder if DH kept that form and shafted you. I may have bought from them but I can't remember.

Send me your email address and I will cheerfully send this to you by scanning it in, but do it REAL FAST. PM me. I won't be home most of tomorrow, but will do it tomorrow night if you want.

After years on Morphine I am going off it Saturday night at midnight. It is complicated, but I don't know how well I will feel for a week to 8 weeks, depending on who you listen to. I think a week, but who knows.

[SleepyNoMore]

dllfo,

I have sent you a PM!

[Snoredog]

this all sounds nice, but when push comes to shove you have to go by the limited warranty that came with your machine.

Many of us seen how well they responded to the leaky humidifiers. They were so defective they had to completely redesign the POS.

I bought my Aflex after the date and it don't say anything close to what you posted here, maybe that is what the warranty says for the SV, but for the $3500+ price they are charging for that machine over a typical Auto they should be picking it up and delivering a replacement in a limo.

I bet you won't see that warranty posted on their website.

This is what the Warranty says for the SV on the next to last page of the manual:

LIMITED WARRANTY
Respironics, Inc. warrants that the BiPAP autoSV system shall be free from defects of workmanship and materials and will perform in accordance with the product specifications for a period of two (2) years from the date of sale by Respironics, Inc. to the dealer. If the product fails to perform in accordance with the product specifications, Respironics, Inc. will repair or replace – at its option – the defective material or part.
Respironics, Inc. will pay customary freight charges from Respironics, Inc. to the dealer location only. This warranty does not cover damage caused by accident, misuse, abuse, alteration, and other defects not related to material or workmanship.
Respironics, Inc. disclaims all liability for economic loss, loss of profits, overhead, or consequential damages which may be claimed to arise from any sale or use of this product. Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to
you.
This warranty is given in lieu of all other express warranties. In addition, any implied warranties – including any warranty of merchantability or fitness for the particular purpose – are limited to two years. Some states do not allow limitations on how long an implied warranty lasts, so the above limitation may not apply to you. This warranty gives you specific legal rights, and you may also have other rights which vary from state to state.
To exercise your rights under this warranty, contact your local authorized Respironics, Inc. dealer or contact
Respironics, Inc. at:
1001 Murry Ridge Lane
Murrysville, Pennsylvania 15668-8550
1-724-387-4000

Reads like a typical Limited Warranty written by a bunch of attorneys to me, don't resemble anything you posted above.

[Guest]

Dllfo,

To my knowledge this program cannot be used by an individual to return their Xpap machine directly to Respironics. I can use this program at the DME I work for, but choose not too for repairs, we have more than enough rental machines to ensure that our patients are taken care of while their own machine is being repaired.

I and my rep may be wrong, but he doesn’t know anything about Respironics extending this program to allow individuals to return their machines without going thru the company they purchased it from, online or B&M.


AKCPAPGUY

[dllfo]

Snoredog,
I won't argue with you. All I know is I have this info scanned in now. I sent 5 pages to SleepyNoMore...this includes the shipping label and its instructions.

I know what you are saying, BUT .... it is just like the ticket you get when you park your car. At least when an employee parks it the parking lot DOES have liability, but the ticket stub says it does not have liability.

Repironics can print whatever they want, a judge and jury will have the final say if anyone pushes it.

I file complaints with the BBB in the city where the Corporate HQ is at. That is, IF you have a complaint against Respironics, look up their corporate HQ, or better yet, look up the company that just bought them. File complaints in THEIR home state. I did that with Directv and others and you would be amazed how the local attitude changes in most cases. Office Max did not care about anything. Written extended warranties mean nothing to some companies. You can also ask your local TV station to investigate some of these complaints. You would be astounded at the cooperation you can get that way. Consumer Affairs in California (State Agency) has solved one or two of my problems over the years. I filed a complaint against a major life insurance company with the AG in New York. It worked great.

While I don't want to abuse the concept, if you have been wronged and have written proof, maybe even verbal promises, between "human interest" stories (especially when health is involved) you might be surprised at the results.

Apria is a good example. I am authorized TWO nasal pillows a month with Medicare. I told Apria this and they still sent me one. I asked again and only got one. An email to Corporate asking why Apria refuses to comply with Medicare Guidelines got immediate results. I now get two a month. The SV can turn my nasal pillows to mush in a much shorter time frame. Since no one else has ever hit 30 cmH2O, I guess it is just my problem.

OldLincoln, as for how to determine if your machine is registered with Respironics, you can contact Respironics. Email them, ask if they show this unit registered to you. If that does not work, look up their customer service number and call them. If they don't assist you, FILE a complaint.

Some of you may think I am the nastiest jerk in the world, but I really do try to "get along" with DME. My rule is --- after they mess things up 3 times, I go up the chain of command --- REAL HIGH. It usually works. If not I go to Plan B.

[dllfo]

AKCPAPGUY,
I understand what you are saying and I DO understand why Respironics would prefer NOT to deal with owners directly, but this is my Ventilator and I can't hold my breath for two weeks while it gets shipped to the DME. Their people are busy too, so it might take a day or two for them to "look at it".

My SV is not a convenience (See CCHS), it is a necessity. As I said before, I know from experience I cannot depend on Apria to make a one day turnaround. I would gladly pay the over night shipping charge of approx. $100 to get my unit that fast. As several of this forum have told me in PM and emails, my situation is much, much different than the average person in here.

I will PM you. EDIT: I guess I won't PM you since you aren't signed in.

_________________

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[dllfo]

SleepyNoMore, I sent you some emails with the info, hope it helps.