Blank CD received from CPAP-Is it normal?

[CPloy]

Disappointing experiance with CPAP DOT COM, and bad customer service

Ordered the items below, shipped out via UPS at 2nd december.
Quite a wait, but nonetheless received the package few days back.

To my amazement, i could not use it yet, till now.
Simply because the CD received, although with proper printing etc, is BLANK!
Tested out with a few different pc/laptop and the content is blank.
Not a single content inside the CD.

Emailed CPAP a few times, 3 days on and not a single reply.
Is this the normal standard for CPAP customer service?

Appreciate if anyone can advise on how should i proceed to resolve the issue.
Thanks.

Product
Sandman USB Card Reader (Memory Card Reader)
Sandman Auto HC CPAP Machine with Built In Heated Humidifier
Soft Sandman Series Therapy Software Version 1.4
Breeze SleepGear CPAP Mask with ONE set of Nasal Pillows - Medium (Clear)
Premium Chinstrap $24.70

[rasputin]

Have you tried calling them?

[Gerryk]

1-800-356-5221

Where did you send your email to? If they sent you an email from shipping, tracking or ordering a person never got the email. When you order something online, never never respond to the email for shipping, tracking or ordering. That is normally an automated email and not monitored by a person.

Just pick up the phone and give them a call. I bet if you had done that on day one your new disk would be in your hands by now. Oh, that disk being blank isn't their fault, it is the manufacturers fault not the supplier.

Gerry

[CPloy]

Thanks.

I ordered from overseas, thus i emailed to the address listed in their contact section.
cpap at cpap dot com

Will try to call in if no reply.
Thanks

[Wulfman]

I believe I remember reading of this happening one other time (blank CD).

And, yes, it's the manufacturer's fault......not CPAP.COM's.


Den

[Jay K]

I emailed them at cpap@cpap.com a couple of days ago with a time-sensitive request concerning a pending order and they haven't yet responded; I'm beginning to think they won't respond at all. I'm not happy.

[Goofproof]

You would probably find you get better service by calling their 1-800 Number, and speaking with a LIVE person. It would help if you had your invoice billing in hand so they could see what you bought. if the CD is blank it's the maker that's at fault, they probably have to have the disk back, but I'm sure they will resolve the problem if you will let them. It won't be solved on the forum, it can only be resolved by the company you delt with. Jim

[Gerryk]

Try calling them. Sometimes emailing isn't the best thing to do or the best way to conduct business. Emails get mixed up and sent to the wrong recipient all the time.

[letchworth]

I believe I remember reading of this happening one other time (blank CD).

And, yes, it's the manufacturer's fault......not CPAP.COM's.


Den

Yes, I have been involved in the manufacture of CDs--- Usually the process involves the printing of the CDs--- then the recording (in my case the next step is testing each CD- but most people test a random CD in the batch).

CPAP.com would receive a bulk pack from which they would ship yours (I've never heard of a sales outlet testing each CD before shipping--- they are depending upon quality control of the manufacturer).

NOW-- the real problem, as you have indicated, is not so much the defective CD (that happens- lemons)-- but the poor response to an established customer care process. I have in my hands a copy of a return authorization (for a defective PowerOut alarm by Reliance)-- It states:

You may contact us by replying to this email, or by calling toll-free to 800-356-5221 or 713-351-3414. We are here to help in any way we can.

Regards,
Paul Nash
CPAP.com

The address given is:
From: "cpap@cpap.com" <cpap@cpap.com>

That is NOT an un-monitored email address--- but the one that Paul Nash (from CPAP.COM) advises me to use to contact them.

I am surprised and disappointed that you have received this kind of service from them-- hopefully the situation can be rectified to your satisfaction
letchworth

[johnnygoodman]

Howdy All,

This complaint is true. We blew it.

1. The email was never transferred. The CSR who got this email filed it away in their own box expecting to hand it over to the manager, whose shift changed. This CSR has been kicking butt for years, picked this email out of the stream and missed the hand off. Our mistake.

2. The CD we shipped was brand new in original packaging and also completely blank -- as was the last one we have in stock when we tested it this afternoon. Covidien is back ordered without an expected date. We're now scrambling to find one some where else.

We have emailed back a reply. The customer can get their money back or wait and see if we can get a copy to send out.

We've very sorry this happened. It is not our intention nor our regular practice to not respond to emails. We value the business and want to keep it. We are working to make this right.

Johnny

[Gerryk]

I figured something like that happened or he emailed an unmonitored automatic emailer, that's why I gave him the number to call. I believe someone else gave him the number too.

Oh well, @#($ happens, no harm as long as it's corrected, which is was. I hope he feels the same way. How many companies will even admit what happened?

Gery

[Jay K]

Okay Johnny Goodman, how about now responding to my email sent to cpap@cpap.com this past Sunday at 10:39 pm PST? Probably two late to do anything about my request (which would have been timely had your people monitored your company's email in a timely manner) but at least you could now respond as a courtesy. The email came from HJayK1@. . .

[Gerryk]

Jay, apparently something happened with their email system. Give them a call.

[Jay K]

GerryK, If something happened to their email system wouldn't Johnny Goodman have mentioned it here, rather than ignore my earlier post complaining about a lack of a response? He did post after I posted my first complaint but ignored my complaint entirely in his post, just as cpap.com appears to have ignored my email.

[Gerryk]

Jay, I completely missed your earlier post before he posted. I just looked back and saw it, sorry but I did miss it. Why not just drop a call to them. I would bet everything would be straightened out quickly.

Gerry