cpap DOT com and F&P Icon+ Auto warranty service

[monfster]

I recently purchased a Fisher&Paykel Icon+ Auto from cpap DOT com. (Purchased May 27th, 2015). 2 days ago I started getting error code 5.03. Called cpap DOT com to find out how to rectify this and was told, in essence, to send it in, they would look at it for about a week and then send it on to F&P, where turnaround is 3 to 6 weeks.

I explained that I wasn't wearing this gadget as "bling", but rather as a medical necessity. He mentioned that they had a "loaner" program, which is basically a bottom of the line cpap machine, but I would have to pay for it.

Now, this is a new machine, I've had it less than 2 months, and the F&P warranty is 2 years. Why doesn't cpap DOT com just send me a new one via a swap, like any coffee maker company would do?

Is cpap DOT com even an authorized repair outlet for F&P?

[49er]

I recently purchased a Fisher&Paykel Icon+ Auto from cpap DOT com. (Purchased May 27th, 2015). 2 days ago I started getting error code 5.03. Called cpap DOT com to find out how to rectify this and was told, in essence, to send it in, they would look at it for about a week and then send it on to F&P, where turnaround is 3 to 6 weeks.

I explained that I wasn't wearing this gadget as "bling", but rather as a medical necessity. He mentioned that they had a "loaner" program, which is basically a bottom of the line cpap machine, but I would have to pay for it.

Now, this is a new machine, I've had it less than 2 months, and the F&P warranty is 2 years. Why doesn't cpap DOT com just send me a new one via a swap, like any coffee maker company would do?

Is cpap DOT com even an authorized repair outlet for F&P?

Hi Monfster,

Call cpap.com and ask to speak with Carolyn or Johnny Goodman and discuss these concerns with them. If you register, I can PM you and talk about this further with you.

49er

[palerider]

Now, this is a new machine, I've had it less than 2 months, and the F&P warranty is 2 years. Why doesn't cpap DOT com just send me a new one via a swap, like any coffee maker company would do?

Is cpap DOT com even an authorized repair outlet for F&P?

well, I think you've hit on it right there. F&P warranty is 2 years. as you said, the coffee maker COMPANY might send you a new one.. or a refurb, or repair your broken one... but the SELLER of the coffee maker isn't going to do that...

deal with the manufacturer for warranty issues.

[Goofproof]

Unlike your Coffee Maker manufacturer, that makes and warrent is their products, CPAP DOT COM. is a retailer, Internet type, they don't repair XPAP's, they check to make sure, you have a problem and if so, then they have to follow the manufacturers process for repairs.

It's unfortunate you had trouble with your new purchase, I know how you feel. If I buy something and it preforms poorly or fails prematurely, I put the blame where it belongs.

The manufacturer, part of it's also mine, I chose it. That's why I check reviews before I buy, if I see a product that's been discontinued, or much cheaper that other like products or sold as refurbished, RED FLAGS pop up!

Ask others that use it, what they think. Bottom line it's your choice, sometimes a product fails, luck of the draw, that's why I have 3 machines.

Murphy and his law are going to have to get up early to get me. Good luck, Jim

Also the XPAP manufactures don't deal with end buyers directly, mostly.

[Wulfman...]

I recently purchased a Fisher&Paykel Icon+ Auto from cpap DOT com. (Purchased May 27th, 2015). 2 days ago I started getting error code 5.03. Called cpap DOT com to find out how to rectify this and was told, in essence, to send it in, they would look at it for about a week and then send it on to F&P, where turnaround is 3 to 6 weeks.

I explained that I wasn't wearing this gadget as "bling", but rather as a medical necessity. He mentioned that they had a "loaner" program, which is basically a bottom of the line cpap machine, but I would have to pay for it.

Now, this is a new machine, I've had it less than 2 months, and the F&P warranty is 2 years. Why doesn't cpap DOT com just send me a new one via a swap, like any coffee maker company would do?

Is cpap DOT com even an authorized repair outlet for F&P?

You've shoveled so much garbage, sarcasm and innuendos into this post that I believe it deserves a like response.
So, with sarcasm mode on, here you go.......

Being an authorized seller is NOT the same as being an authorized "repair" facility.
DMEs don't do repair work!

If you think these medical equipment companies will deal directly with the end users like it was a $20 toaster......think again! (yes, I know that F&P also makes dishwashers and other electrical products, but they're not medical devices.) And, even if it was a $20 toaster, they'd still require you to send it in before they replaced it.
So, by all means try calling F&P directly and ask them to replace your medical device without you sending it in first. These manufacturers require ANY DME and specifically the one you purchased it from (brick and mortar or otherwise) to send it to the factory for repairs.

This situation is precisely why many of us have backup machines!!! If you can't be without your "bling", have a spare!
Besides, purchasing through an online seller is less expensive than through a DME, so, you should be able to afford a spare.

It's also obvious that you didn't do any Google searches before you posted this, either.

I used this as a search criteria:

Fisher&Paykel Icon+ Auto error codes

And, came up with some of the following (and much more):

http://www.vivisol.nl/assets/uploads/services/ICON_.pdf

From that download I found:

Page 13

5.0-5.8...Motor Faults...Error symbol...Disconnect from power, then connect and re-start device. If error persists, return device

http://www.apneaboard.com/forums/Thread ... -Code-5-03

http://survivingsleepapnea.com/fisher-p ... 503-error/


So, get off your friggin' high horse, get your head out of your behind and be reasonable and logical before you try to besmirch our hosts.


Den

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[palerider]

So, get off your friggin' high horse, get your head out of your behind and be reasonable and logical before you try to besmirch our hosts..

Welcome back, Den, good to see your wisdom again... how was the vacation?

[Wulfman...]

So, get off your friggin' high horse, get your head out of your behind and be reasonable and logical before you try to besmirch our hosts..

Welcome back, Den, good to see your wisdom again... how was the vacation?

Probably not long enough for my critics.
I haven't actually been "gone"......still followed the forum most days......just felt that my responses weren't warranted, but saw a couple today that I couldn't resist responding to. So, I did.
In other words, you folks were doing just fine (and "interacting" in typical "forum decorum") without my input.


Den

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[chunkyfrog]

When I bought my first machine from cpap.com, it was not my first machine EVER.
Understanding the warranty service responsibilities and limitations of a RETAILER,
(I used to work in retail) I made sure my original machine was still in working condition.
I would never want to be without a working machine, so later on, I invested in backup machines
for both my husband and myself, also from cpap.com.
Brick and mortar DME's may be able to cover shipping and loaner machines, but it will COST you!
--and since everyone pays, even those who NEVER need it, they make a LOT OF MOOLAH.

[SewTired]

Geez Wulfman, take a chill pill. The guy has a legitimate gripe. He's likely a first time cpapper and this is his FIRST machine! You expect him to have a backup at 2 months when he just bought a brand spanking new machine?

Now to the OP.

One of the reasons why you get your machine cheaper online than at a local DME is because they don't provide the same level of support. One of those support things is a loaner machine (especially for free). It's unfortunate your machine doesn't work, but I agree that you have three choices - contact the Goodman's and see if they can swing some deal for you, send the machine into cpap.com or contact the manufacturer to find out if you can send the machine to them directly for repair or replacement.

Now, this is a new machine, I've had it less than 2 months, and the F&P warranty is 2 years. Why doesn't cpap DOT com just send me a new one via a swap, like any coffee maker company would do?

That is why you have a warranty. If your machine didn't work straight out of the box, I certainly would expect that to be replaced as soon as I sent it back by the retailer. However, your machine failed after a couple of months and that is a warranty issue. YOUR machine is sent in for repair. If it is replaced, it is replaced by the manufacturer, not Cpap.com (or any other online retailer).

Hey, it's frustrating. My machine came from a DME. I waited over 2 weeks for it. It failed the first night. I am still on the loaner 3 weeks later and I'm getting a new machine, not a fixed one. So, some of this sucks for us.

The cost for the loaner is actually pretty reasonable since you get the loan until you get your repaired/replaced machine.
https://www.cpap.com/productpage/cpap-m ... oaner.html

[Wulfman...]

Geez Wulfman, take a chill pill. The guy has a legitimate gripe. He's likely a first time cpapper and this is his FIRST machine! You expect him to have a backup at 2 months when he just bought a brand spanking new machine?

That response was AFTER I took my daily "chill pill".

I've seen way too many jerks trying to bash CPAP.COM on this forum and they (deservedly so) DO reap what they sow.
Another thing I've long said is that the vast majority of people purchasing (medical) devices like these do virtually NO prior research on what they're getting. In contrast, if it were some other electronic technology (like iPads, cell phones, digital cameras, computers, etc.), they know them inside and out BEFORE they plunk their money down. We were ALL first time users in this therapy at some point and if you apply the rationale across the spectrum, there should be no reason for someone being as illogical as this person was.

From a personal note, when I was doing my research on this therapy ( early 2005 ), I talked to several people at CPAP.COM about several machines. I always like to give a special "thank-you" to Becky Polk who was working there at the time ( 2005 ) for giving me good answers to my questions and steering me toward the (new at that time) machines I came to love.


Den

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[SewTired]

I don't disagree with you Wulfman. I think the OP simply thought that all retailers SHOULD HAVE similar policies (like the 90 day returns that Target does) and that simply isn't true or reasonable. It's a bummer not to remember to ask the return or exchange policy on something you just paid $600-700 or more on. Most of us have failed to do that at least once.

[Krelvin]

That response was AFTER I took my daily "chill pill".

Blue or Red ones? I think I need some of those.

Never had a DME repair much of anything for me, they sent it to the mfg. Apria would not even give a loaner once. Learned quickly, backup hardware, masks, hoses and supplies. I need this to sleep, can't wait 11-15 business days.

[Wulfman...]

That response was AFTER I took my daily "chill pill".

Blue or Red ones? I think I need some of those.

Never had a DME repair much of anything for me, they sent it to the mfg. Apria would not even give a loaner once. Learned quickly, backup hardware, masks, hoses and supplies. I need this to sleep, can't wait 11-15 business days.

Mine are green. (ARB blood pressure med - Losartan)


Den

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[Wulfman...]

In full disclosure.......
I actually didn't have a backup machine (or other spare anything else) for almost a year after I started therapy. I could have had CPAP.COM overnight a machine to me, if it was necessary. Would have been a little inconvenient, but it could have worked.

From reading on the forum in those years, there were many users who were knocking their machines off their nightstands and ruining them.......and otherwise experiencing problems with their machines.
I did have a slight noise issue (C-Flex "wheeze") with my first one and sent it in for warranty repair AFTER I got my first spare machine.

Once I hit the one-year mark and became even more comfortable with my therapy, I started stocking up on equipment and consumables. That was also about the time that the newer "M Series" machines were coming out and they had "issues"!!!
No thanks! I'll stick to what I started with. As time went along, they became less costly and for awhile, it seemed like they were EVERYWHERE in the "previously-owned" environment/market.

So, part of where I'm coming from is my own experience and that of others.
Another part is that if you find something you like, buy enough of it/them to last you as long as you feel you'll need them because they'll stop making it at some point and/or the sources will dry up.


Den

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[Goofproof]

So, get off your friggin' high horse, get your head out of your behind and be reasonable and logical before you try to besmirch our hosts..

Welcome back, Den, good to see your wisdom again... how was the vacation?

Probably not long enough for my critics.
I haven't actually been "gone"......still followed the forum most days......just felt that my responses weren't warranted, but saw a couple today that I couldn't resist responding to. So, I did.
In other words, you folks were doing just fine (and "interacting" in typical "forum decorum") without my input.


Den

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There you go, blaming everything on us again! ⊙ Good to see you. Jim
We are need of some sanity, it's been outnumbered lately, here and in the real world.