M-Series warranty support

[JimIllinois]

I've checked out the Respironics web site and can't find how to get my new A-flex unit checked out under warranty. Actually, I found an area where they specifically refuse to deal with me directly. But, I bought the unit from cpap.com two weeks ago, and I remember seeing somewhere in the terms that cpap.com won't deal with me for warranty problems, either.

Anyone have any hints as to what I should do? The unit has not functioned right, from day one (it goes from min to max pressure within about 10 minutes of powering up; a steady climb).

[Wulfman]

I've checked out the Respironics web site and can't find how to get my new A-flex unit checked out under warranty. Actually, I found an area where they specifically refuse to deal with me directly. But, I bought the unit from cpap.com two weeks ago, and I remember seeing somewhere in the terms that cpap.com won't deal with me for warranty problems, either.

Anyone have any hints as to what I should do? The unit has not functioned right, from day one (it goes from min to max pressure within about 10 minutes of powering up; a steady climb).

You remembered wrong! They will take care of your unit just like any other DME......they send it in to the factory.

Call them and ask for their customer service department.


Den

[GumbyCT]

Anyone have any hints as to what I should do? The unit has not functioned right, from day one (it goes from min to max pressure within about 10 minutes of powering up; a steady climb).

I still think the 1st thing to do is to check ALL of the machine settings. It could save yourself an awful lot of grief.

[JimIllinois]

Thanks for the advice.

Gumby -

You think there is something beyond the min/max/ramp/c-flex settings that could do this? I'll check back in earlier threads for the software recommendations. I've just installed Windows 7 (32), so I have been putting off the experimentation with software.

[rise&shiner]

Not to burst any bubbles. You have a defective unit and Cpap should work with you to get a replacement, it is under warranty and it is also within the first 30 days. Don't let them give you a reconditioned unit either. Say that you want a different brand and stick to it. This is sometimes where it heps to use areliable DMe. I stgarated with the same unit you have and I had to stand my ground with my dme that did not want to risk having this happen with another respironics unit that I wanted the resmed autoset II instead. I also felt that my exhale was never going to meet the rythm of the respironics either so that helped me get what I wanted. I love my autoset but if I could of gotten any machine out there I would of gotten the Intellipap.

[Wulfman]

Not to burst any bubbles. You have a defective unit and Cpap should work with you to get a replacement, it is under warranty and it is also within the first 30 days. Don't let them give you a reconditioned unit either. Say that you want a different brand and stick to it. This is sometimes where it heps to use areliable DMe. I stgarated with the same unit you have and I had to stand my ground with my dme that did not want to risk having this happen with another respironics unit that I wanted the resmed autoset II instead. I also felt that my exhale was never going to meet the rythm of the respironics either so that helped me get what I wanted. I love my autoset but if I could of gotten any machine out there I would of gotten the Intellipap.

Whether it's "defective" would be determined at the factory. If there's a problem with it, the machine gets FIXED and comes back to the same person. "Reconditioned" also means "fixed" or "repaired". Personally, I'd rather have one that WORKS to one that doesn't......regardless of whether it's been previously used. I own several CPAP items (machines and masks) that were previously owned and/or used......and they've worked great.

The Respironics C-Flex or A-Flex follows YOUR breathing. It doesn't have a "rhythm".


Den

[rise&shiner]

Not to get into with wulfman.to be a newbie at the cpap thing and to have trouble with your first machine or mask is can be upsetting and it can have you feeling less then confident that this treatment is worth all the effort and help. To buy a used machine knowingly is one thing but to get a machine that is not working properly right out of the gait is a whole different animal. I am suggesting to start over from scratch if you can so that you stay on track with your treatment.

I am also speaking firsthand. I just had this happened to me the end of September within days of my getting my respironics series m I knew it wasn't working and it was very upsetting to me to have to deal with a machine that from the get go was giving me trouble. It was just better to start all over with a new unit then just get it fixed. It would have been entirely different story if this had happened months into my using the machine.

As much as you, wulfman, try to be supportive, I find you sometimes being pushy in your way is the right way, get over yourself.

[sthnreb]

Respironics won't deal with you directly. You have to go through Cpap, that being the place you purchased it from. Actually if it were just a warranty issue after the 30 days, any "dealer" should handle it for you. That said, you purchased it at Cpap so go through them with the 30 day replacement warranty for a new machine. If you are still within the 30 days and it is malfunctioning, demand a new replacement. Call on the phone and don't settle for less. I went through this myself about 5 years ago. I was newbie then and notified them after two weeks. I let it drag on past the 30 days and they only wanted to give me a "refurbished" machine then. I reminded them I notified within the 30 days of a malfunction. That made no difference. After much stress and no working machine, I finally was offered a complete refund provided I returned everything and at their discreetion as to the condition. I accepted that. Now they refuse to do business with me or purchase from the auctions. Whatever, I purchased a machine from another company and it all worked out. It's up to you to get what you paid for. A faulty machine is no good. If within the 30 days, they can return it to Respironics for a credit, if they will. Of course unless it is replaced, it takes away their sale. Good luck and let us know how it turns out.

[JimIllinois]

I am sorry to have misled everyone.

My reading of the terms when I purchased the unit indicated they won't handle warranties. After the above messages, I did go to cpap.com to ask about the warranty issue.

The first reply yesterday indicated they would take it back, and charge a diagnostic fee - they check it before passing it on to Respironics. When I asked for clarification, they said there would be no diagnostic fee in my case - maybe because it's still within 30 days..?

So, I have a return number, they'll look at it when it comes back to make sure I am not insane, then they'll pass it on to Respironics if necessary. It all seems to be a very high level of service.

[Wulfman]

Glad to hear that, Jim.

From MY own, first-hand experience, when my original Pro 2 (bought from CPAP.COM in 2005) developed a "wheeze" in the C-Flex mechanism in 2006, I sent it in to them to be sent into Respironics. I received the very same machine back several weeks later and it has been functioning beautifully ever since (and exceptionally quiet). It was still under the 2-year warranty, so there were no charges, other than the shipping to CPAP.COM. They run a first-class operation.


Den

[sthnreb]

I believe in many cases it's easier for them to replace a malfunctioning machine with a refurbished machine. That also speeds up the turn around time and give Respironics the opportunity to look at and refurbish your old machine at their leisure. However if you specify they will repair your machine and return it. They will tell you this may take longer. Also, a refurbished machine carries a new 2 year warranty. So, if your machine is like 18 months old and they replace it with a refurbished, you have two more years of warranty on the refurbished machine. Many prefer that option as it extends the warranty period. In this case, a new machine is in order. I have a Bipap auto I purchased from another company and it would stop intermittenly at night, sometimes starting back up, sometimes not. That would leave you gasping for air. I returned it 4 times and got 4 different refurbished machines. Each one after about a month would do the same thing. Sometime in the night it would just stop blowing. It was hard for me to believe I was getting so many faulty machines, but I could find nothing else wrong. I had a dedicated circuit run to the machine and outlet. It was in good order, new wire, breaker and all. I was ready to go with a different brand machine. Finally after the last machine, I replaced the breaker in the panel. I just couldn't believe I was getting so many faulty machines. That appears to have solved the problem. Even though the breaker was not tripping, it was evidently losing enough to cause the Bipap to stop. That's what happened in my case.

[JimIllinois]

A refurbished unit makes sense as a replacement for older machines, but since mine is only days old, I'd really prefer to keep it. I also have no time pressure, since I bought it for a back-up.

[sthnreb]

You are right on the older machines, a refurbished seems best. If less than 30 days and a problem, I would want a new machine. Let them repair that one and use as a refurbished. Of course if you prefer to have that one fixed you would just be without it until then. Actually a new machine shouldn't malfunction if they have any kind of quality control in place.

[JimIllinois]

To follow up...

I sent my new but non-functioning M-Series back to cpap.com in mid-November, they checked and agreed it was bad, sent it to Respironics, and we all waited.

About a month later, I inquired, and was told Respironics had a parts issue and had now agreed that they should just send me a new one rather than wait forever for the right part(s) to arrive.

I haven't seen it yet, but UPS has it as we speak.

Warranties in general are not a good experience. Shouldn't it just work right from the beginning (and work forever...)? But if you buy enough stuff, some portion of it will fail, and this was my turn. Good thing I had a spare - I highly recommend them, if you can afford it.

I'm just glad to soon be putting it behind me.

Happy New Year!

[Patrick A]

I've checked out the Respironics web site and can't find how to get my new A-flex unit checked out under warranty. Actually, I found an area where they specifically refuse to deal with me directly. But, I bought the unit from cpap.com two weeks ago, and I remember seeing somewhere in the terms that cpap.com won't deal with me for warranty problems, either.

Anyone have any hints as to what I should do? The unit has not functioned right, from day one (it goes from min to max pressure within about 10 minutes of powering up; a steady climb).

Cpap.Com works with you better than any brick and morter DME that I knew of before I went to the one I am with now. If you are having problems with the settings on your machine call them. Their Phone Number is 1-800-356-5221 ask for customer service tell them what you think is wrong and they will tell you how to change your ramp settings.