Resmed sent the same response back to me

[snoregirl]

I sent Resmed the response that they sent out (as posted by another member a day or two ago) and I asked if they really wrote this "doggy do-do" and voiced my opinions concerning their new internet pricing policy).

Not that I expected anything at all that resembled a caring, personal respsonse, but it made me feel better to send it.

Here is the really good part.

They emailed me back and sent me THE EXACT SAME RESPONSE that I had included in my email to them as a response to my question as to whether they had actually written it.

AMAZING. Automated responses to customer email. Most likely based on keywords found in the customer email (internet??)

Ok, just for fun I emailed them back and told them how amazed by their canned uncaring email and not answering my questions.

I fully expect another round of the same email response. Time will tell.

Not a company I care to do business with.

[Snoredog]

[quote="snoregirl"]I sent Resmed the response that they sent out (as posted by another member a day or two ago) and I asked if they really wrote this "doggy do-do" and voiced my opinions concerning their new internet pricing policy).

Not that I expected anything at all that resembled a caring, personal respsonse, but it made me feel better to send it.

Here is the really good part.

They emailed me back and sent me THE EXACT SAME RESPONSE that I had included in my email to them as a response to my question as to whether they had actually written it.

AMAZING. Automated responses to customer email. Most likely based on keywords found in the customer email (internet??)

Ok, just for fun I emailed them back and told them how amazed by their canned uncaring email and not answering my questions.

I fully expect another round of the same email response. Time will tell.

Not a company I care to do business with.

[Guest]

you must have alot of time on your hands

[Guest]

I think pretty much every company does this, especially during times of high profile high-volume publicity.
I can't exactly say I blame them. I barely have enough time to go through the emails I receive in a normal day as it is. Increase that to even a few hundred and I'd never have time for regular work. I'd be very supprised if they got anything less than 2000+ emails per day, especially considering the current publicity.
Frankly, I'd rather them use an automated response system than pay for a bank of people to do nothing but read emails all day. That money could be much better spent on developing new products.

[snoregirl]

1) In reply to first guest. Not that I have an excessive amount of time on my hands, but I have enough to do whatever I personally find amusing. And this qualifies.
It may actually be fun to see how many times resmed will respond with the same canned email. Spare time is to use as the person who has it enjoys.

2) I have a good number of emails and indeed used one of my "spam collection emails" for this purpose. So I am not terribly worried about my email being sold

_________________

CPAPopedia Keywords Contained In This Post (Click For Definition): resmed

[Guest2]

I think pretty much every company does this, especially during times of high profile high-volume publicity.

I think you're pretty much wrong.

Frankly, I'd rather them use an automated response system than pay for a bank of people to do nothing but read emails all day. That money could be much better spent on developing new products.

Are you serious? You must work for Resmed. If not, maybe you should consider getting a job with them. It seems you share the same philosophy-- "We pretend we are concerned about our customers, but we really aren't. We want the patients to believe their well-being is very important to us, just not quite important enough to warrant actually reading any of the correspondence they send us."

Yet another PR blunder. They just keep piling them on.

[Guest]

I think pretty much every company does this, especially during times of high profile high-volume publicity.

I think you're pretty much wrong.

Really? I'm basing my statement on having worked with a few dozen companies over the years all of whom have employed some form of automated email handling for emails. Many of my friends, customers and coworkers have also come across the same thing when the topic has come up over the years. What makes you think they don't? I'm sure many companies don't. But I'm fairly comfortable with my belief that most do.

Frankly, I'd rather them use an automated response system than pay for a bank of people to do nothing but read emails all day. That money could be much better spent on developing new products

Are you serious? You must work for Resmed. If not, maybe you should consider getting a job with them. It seems you share the same philosophy-- "We pretend we are concerned about our customers, but we really aren't. We want the patients to believe their well-being is very important to us, just not quite important enough to warrant actually reading any of the correspondence they send us.".

I'm not sure where you come up with the jump that I work for ResMed and not that it really warrarnts a response but no I don't.
I am however enough of a realist to accept the fact that:
a) It wouldn't even be vaguely productive to pay a few full time employees to do nothing but read emails all day long.
b) That much would be much much much more well spent on paying someone else to design and develop better machines and masks
c) Reading "I'm pissed off because I don't like my DME" emails all day does absolutely ZERO for ResMed.
d) If you think that ResMed should care about complaints against a specific DME company than you must also believe that ResMed should employ people to investigate such claims and then also employ other people to determine what to do about it. The last thing I want to do is now saddle manufacturers with the burden of being a police force and judical force. Oh, and don't forget a way for companies to appeal any judgement levied against them. Can you even begin to imagine the costs?! If you think this stuff is expensive now....

What is boils down to though is this:
Explain to me why it's productive and beneficial for any random manufacturer to read the same 2,000+ emails a day? Seriously. I honestly don't see how it's productive. And we aren't talking about "Hey this new mask you made poke a hole through the side of my cheek". We are talking about the automated response to the "Did you people write this Dog Crap and your price increases are stupid" emails and the "I hate my DME because they haven't called me in 6 months" emails.

[oldgearhead]

..Come on, just calm down and send an email to eBay.

[Wulfman]

I'm basing my statement on having worked with a few dozen companies over the years.....

Hmmmmm.......impressive employment record......?
You must be about 137 years old.

Explain to me why it's productive and beneficial for any random manufacturer to read the same 2,000+ emails a day?

If you're going to go to the effort of having a mechanism for people to correspond with your company, then you've got to have a means of reading and responding to that correspondence. If they can afford the corporate jets, the country club dues and all the other executive perks, then they can afford to hire somebody at minimum wage to read the e-mails.
It's called "public relations".....(of which ResMad is very lacking)


Den

[Sleepless in St. Louis]

I can pretty much guess what happened. I am a marketing manager and have written many "canned" responses to potential thorny customer questions. I would craft a message for our customer service reps to use when asked about the given issue. It may seem impersonal to you, but it's the best way to make sure that a consistent answer and "face" is presented to the public. Customer Service reps are great people but usually only have training to answer certain types of questions and can quickly find themselves "over their head" when trying to explain a situation they often do not fully understand themselves. We always felt it was better to approach a problem this way then to let "anything goes" be the word of the day. The rep that responded to the original poster probably did not fully read your message. Instead they picked up on the question and just responed with the prewritten answer. A training issue for that CSR in my opinion. Made a problematic situation worse.

[Guest]

They couldn't have read the email AT ALL as I sent THEM the same exact words that they then replied back with.

[Snoredog]

Resmed CEO and Marketing Manager:

[snoregirl]

I couldn't have said it better Snoredog.

[Guest2]

If you think that ResMed should care about complaints against a specific DME company than you must also believe that ResMed should employ people to investigate such claims and then also employ other people to determine what to do about it.

Haven't you heard the news? Resmed claims they care very much. In fact, they are so deeply concerned with the service we receive, they've raised internet prices of their products over 40% to prove it to us. Can't you feel the love?

The rep that responded to the original poster probably did not fully read your message. Instead they picked up on the question and just responed with the prewritten answer. A training issue for that CSR in my opinion. Made a problematic situation worse.

You're right. The CSR should have actually read the letter. Can you imagine running a company where the CSR's don't even bother reading the incoming emails? What kind of company/manager could possibly think that is a wise business decision? A company like Resmed who thinks they are so powerful and so untouchable, they don't have to bother? It's going to come back to haunt them, just like their pricing control policies will.

Resmed's once stellar reputation continues to go down the toilet.

[Guest]

I'm basing my statement on having worked with a few dozen companies over the years.....

Hmmmmm.......impressive employment record......?
You must be about 137 years old.

They all went out of business. Poor customer service.