Encore Pro software missing data - my email to Respironics

[Guest]

I keep reading that the settings can be put on the smartcard. How? I have encore and don't recall seeing anything like that.

Never mind, I found it.

[Nodzy]

Respironics has not responded to the email I sent on Monday, September 10, 2007, or to the one I sent (below) this afternoon that included the full exhange history intact in it.

Hi [Respironics Product Support],

I have not received a reply to my second email to Respironics Product Support, sent directly to you on Monday, September 10, 2007, and wondered if you require more information about the “missing daily data” problem that I revealed.

The .pdf I sent to you, and hyperlinked to in that email, was not included in this email but is available at the address below…. should you need to access it again. I did not make the below .pdf address an active link in this email, thinking that your email system may “black-hole” or “spam-file” emails with active links or attachments. All other hyperlinks were deactivated in this email also, to ensure unhindered delivery.

xxx.b419.net/cpap/res/xxxxxxxx.pdf

While the intermittent problem may only appear to pertain to the incomplete visual mirroring of raw or binary therapy data, it nonetheless is a troubling one. Inexplicable, intermittent absences of one to two days of event data precludes doctors, respiratory therapists and the patients from having the entirety of intimate data details with which to thoroughly assess every night of a patient’s PAP therapy, and to make adjustments in their therapy where significantly needed.

I trust that your development team(s) can recreate the problem. Which should not be too difficult or lengthy a process considering that the problem presents commonly among hundreds of people using Encore Pro with M-series flow generators. A remedy for the problem would be appreciated.

Your reply will be welcomed.

Sincerely,

[Nodzy McNodder]

I'm certainly interested in knowing how they perceive the intermittent problem of absent daily data that I presented to them (in addtion to many others complaining about the problem before my effort), and how they can rectify the matter. Well, if they will.

With the focus seemingly on the announced "Encore Viewer" they may not address the intermittent problem of absent daily data with the M-series units and Encore Pro -- at least not until they get Encore Viewer completed and to a rollout day. Time will tell.

Too, it could be that Encore Pro has a severe caffeine allergy and the users are occasionally setting mugs of tea, coffee or soda too close to the computer.

Nodzy

[Wulfman...]

It would be "something" (pick your own word or phrase to describe this) if the data was ALSO missing in the Encore Viewer program.

Anybody wanna make a wild speculation on this scenario?

Den

[ozij]

Eventually you'll probably get an email from the company, informing you that they don't know of any missing emails.


O.

[Lineman]

Respironics has not responded ...

I'm certainly interested in knowing how they perceive the intermittent problem of absent daily data that I presented to them (in addtion to many others complaining about the problem before my effort), and how they can rectify the matter. Well, if they will.

Nodzy, you made a coherent, logical, well documented and serious statement about a problem with their product. You made the error very clear and followed it up with additional supporting data. In all, you come across as an intelligent responsible patient who is very interested in managing his own health care. Thus I think you are going to be ignored or worse.

Why? This is how I think they will consider you: you're a patient not a doctor or DME tech. The fact that you know more about their software than any doctor or DME tech only shows the Product Support people that you are dangerous! They are going to consider you a "medlesome geek" or perhaps one of those people who think they know more than a doctor (oh my) and go about telling other people to do things against their doctors wishes (like change the settings on their prescription medical devices!).

No wonder they don't want that software out there in patient hands, they will get (or are already getting) questions like yours. And they don't have a clue what's wrong! The original sw designers were probably on contract and have long since left the area. Whatever updates are being made are only minimal and cosemetic. No serious debugging capability exists there anymore I bet.

If Product Support has to field questions from users about software, who do you think they would rather have asking those questions? A bunch of med techs who are barely computer literate or a smart techno-savy person like you? That's why they want this Encore Pro software restricted to DME techs and doctors. IMHO.

[6PtStar]

I suspect they consider every days data not nessary. So you loose a couple of days every month or so big deal. Does not alter the trend. Besides it;s just your data.

[mindy]

Hi Nodzy,

Kudos on the email you sent. It was clear, concise and polite!

I've also had the lost data problem on one occasion. I had trouble falling asleep so it recorded about 1/2 hour and then I got up for awhile and took a sleeping pill. Since it was Ambien, my memory was affected and I forgot to put mask back on and work up in the am without it. Since I was tired, I put it back on and slept for several hours.

Since I read the Smartcard data with EncorePro that afternoon, I saw the data that day (although it was somewhat screwy). When I downloaded the Smartcard after that, the data was gone. Note that this doesn't seem to happen when the gap between 2 sleep sessions is very short or a normal day.

I've found that I do much better with therapy like this when I feel I have some control over things and freak out when I don't. Thus having the software is a "must" for me (and I'm sure for others, too). It's a very frustrating situation when we have to scrounge or pay high $ for software and then have no "official" support. The folks on this forum have been terrific in helping - without you I'd be really miserable!

Mindy

[jules]

shameless bump

plr66 - you might want to search nodzy's post for missing data using advanced search - there might be more recent lack of developments on this

[ractar28]

Dear Nodzy,

Thank you for your email. After painstakingly dissecting the source code, we have found that one of the following is causing the issue you're experiencing:

1. You're suffering from dimentia.
2. Your machine isn't working properly, is out of warranty, and must be replaced ASAP by a new device of our manufacture. If you are still within your warranty period, we suggest you wait until the warranty expires to contact us again.
3. You are using a mask, hose, headgear, or other item not manufactured by Respironics.
4. The electrical outlet you are using is manufactured by someone other than Respironics.
5. The air being taken in by the machine is not manufactured by Respironics.

If you have checked all of these things and still experience the problem, we would appreciate you upgrading to the latest version of the software. If you already have the latest version, please let us know and we'll change the version number and re-compile the program and sell it to you at a 1% discount.

We want you to know that patient care is our number 2, I mean number 1 priority. Should you ever feel your life is in danger from your cpap device, please don't hesitate to call your DME provider. If they don't return your call within 14 business days, please consider calling them again.

* I'm sure some trademarks are listed and if so, they are trademarks of the companies which hold the trademarks and any use of them is cuz I felt like it.
* Not to be taken as medical advice.
* If you are not a DME provider, please delete this email because we don't talk to patients.
* If you are a DME provider, you already know we don't care about you either.

Sincerely,

Big Giant medical equipment company that just doesn't give a rat's snoot.

[grandmma]

Ractar28, your wording is wonderful. Maybe because we all sense that's how the manufacturers do feel, and not just CPAP. What a hoot, thoroughly enjoyed reading that post. And yes, I'm another M Series user that regularly uses data if I don't download before the week is out. D'oh.

Nodzy, great emails. And even if they don't care to reply, we appreciate them!

[rested gal]

LOL, ractar!! That was funny!!

[Snoredog]

Last time the yoyo's here did a stupid email campaign like that to that turd colored box making company they pulled the software completely from the market, then you had nothing. I think you only got Encore Viewer from Johnny going to bat for us the Patients.


Do you think they actually CARE if you loose a day or two from your reports? Absolutely NOT.

You are NOT their customers, doctors and DME's are. That's why they won't talk to you on the phone.

When they ask their customers if they have problems of losing data what do you think they say? um NOPE and the deaf company with the turd colored boxes reply: well we got 10 emails from some yoyos who say we are losing data... what do you think them Brick and Mortar DME's and Doctors say when they learn the complaint is coming from patients?

you guessed it,

They will say well them Patients shouldn't have the software at all. So what do they do? They pull the software again from market just like they did the last time.

You guys haven't learned a thing.

[mindy]

After all this time it's clear they aren't going to admit to anything.

Otoh, for a machine that generally retails under $1k, having all machines sent back to be fixed for a non-urgent problem seems to me like a great way to get them to jack up prices. I was pretty steamed about it a year ago but have found that, with tincture of time, I just shrug my shoulders and say "Dang, got bitten by that little bug again" and move on. It's not a disaster for my therapy to miss a day or two now and then - just annoying.

What I find more irritating is that Respironics won't admit to the problem with a timetable for fixing it.

Mindy

[Nodzy]

Gotta love it... when I'm max'd-out bored with everything else.

Ractar... kudos for a great post.

Last time the yoyo's here did a stupid email campaign...

No thanks, I'm not into yoyo's.... I prefer swatting elephants with flies.

Can anyone suggest a valid fix for the malfunctioning automatic-set-the-table feature on my UVB-powered, waterless, no-soap-necessary dishwasher?

Nodzy

[plr66]

(Post dated September 13, 2007) It would be "something" (pick your own word or phrase to describe this) if the data was ALSO missing in the Encore Viewer program.

Anybody wanna make a wild speculation on this scenario?

Den

I'm not sure how I missed this thread until now, but I recently posted concerns about 2 problems with EncoreViewer: the missing data (well waddya know....over a year after Den's prediction, based upon the problem with EncorePro at that time), and the inability to save to any format except Microsoft Office Document Image Writer (horrible and impractical format IMHO). This is so ridiculous. Is there nothing that can be done in terms of consumer protection at a federal level? This is medical equipment which must be monitored accurately! I just don't get it. I absolutely will not purchase another Respironics product.