Respironics nightmare

[Guest]

I purchased a humidifier for my REMstar cpap from cpap.com

When it arived, I found out it was not compatible with my model of REMstar lite.

Mechanically the cpap machine fit the humidifier, but the lite model doesent have the ability to "integrate" with the humidifer.

Even though the literature on cpap.com and elsewere says "Works with the NeW REMstar family", it fails to mention that the lite is the exception.

Asking cpap.com to allow me to return the useless item, and pay the diference for the correct model, gets a reply of, we will offer a 50% refund or the non functioning item is yours to keep.

Contacting Respironics gets the same response.

" I am sorry for the confusion you have encountered regarding your CPAP and humidifier. The “Remstar” brand has been used since the Mid 1990’s and there have been multiple releases and varieties of CPAPs and humidifiers. Just like Ford Motor Company releases different Mustangs from year to year. The representation of these products by an Internet Dealer is solely the responsibility of that dealer.



Regards,

Philips Respironics Product Support."

They are providing no help or remedy.

We do have a "Consumer Crusader" on the local FOX television station that will be my next step in attracting attention to my delima.

[Guest]

BUYER BEWARE


Greetings,

Agian we do appologize that this unit does not fit your machine.
As per the statement you forwarded the Remstar clearly states it works
with the "New" Remstar family. We can extended you a 50 percent
refund.
Please contact us with you reply at the number below.

Thank you for coming to us with your CPAP needs. If we can help
further, please contact us by email at cpap@cpap.com or by calling us
toll free at 800-356-5221, or on our direct line at 713-351-3414. We
are here to help.

Regards,
Jeffrey Rose
CPAP.com


In a message on Wed, 14 Jan 2009 12:45:14, you said...

> The following was taken from your listing for this humidifier.
>
>
> "Unique, tubeless design that works with the new REMstar family."
>
>
> Since no mention is made of it not working with a specific model in
the
> REMstar family, I feel cheated.
>
> I would be willing to return this unit, at my expense, and exchange
it for
>
> the correct unit required by my machine, paying the difference
between this
>
> and the H2 humidifier, and the shipping charge.
>
>
>
>
>
>
> ----- Original Message -----
> From:
> To:
> Sent: Wednesday, January 14, 2009 11:28 AM
> Subject: CPAP.com Responding to Your Comments
>
>
> > Dear Wm,
> >
> > We appreciate your comments about our products and services and
would
> > like to respond to them.
> >
> > I do apologize that the humidifier does not work with your
machine.
> > I can not offer a full refund, but would like to offer a 50%
refund,
> > if you return the humidifier to us. If you would like this please
> > contact us for an RMA#.
> >
> > You also have the option of selling the humidifier on
cpapauction.com
> > to recover your money.
> >
> > Thank you again for taking the time to provide feedback to us. If
you
> > have any further remarks or questions, please reply to this email
or
> > call us toll-free at 800-356-5221, or on our direct line at
> > 713-351-3414. We are here to help.
> >
> > Regards,
> > Eva Mourad
> > CPAP.com
> >
> >
> >
> >
> >
> >
> > Want to learn more about cpap?
> > Please visit, http://www.cpaptalk.com
> > A Forum For All Things CPAP
> >
> >
>
>
>
--------------------------------------------------------------------------------
>
>
>
> Internal Virus Database is out of date.
> Checked by AVG - http://www.avg.com
> Version: 8.0.176 / Virus Database: 270.9.19/1857 - Release Date:
12/19/2008
>
> 10:09 AM
>


Want to learn more about cpap?
Please visit, http://www.cpaptalk.com
A Forum For All Things CPAP

[ScottyT]

I have to agree -- that is very confusingly written. I'd be mad too.

[Wulfman]

Since we have no idea of what your original conversation with CPAP.COM was, it's not fair for you to be sniping at them on this forum. I remember the "Lite" version from seeing them in the list of machines in previous years.....and I also remember that they didn't use "standard" components like the "Plus", "Pro 2" and others did.

It just proves that you either need to KNOW what equipment needs to be ordered in advance of ordering it or make yourself perfectly clear about WHAT you are ordering (and, again, you need to know the specific part information before ordering).

So, what did they send you?

Den

[boston]

when it comes to buying this kind of stuff, you gotta do some homework and make sure what your ordering is compatible.
my thoughts are whoever sold you the cpap, probably told you it was the newest so you thought you were getting the right humidifier, but cpap.com also has their 800 number at the top of every page to call with questions.

bottom line, you bought something you thought was right, wound up being wrong.
cpap.com didnt order the wrong item, you did.

taken from cpap.coms return policy. When buying anything like this, you should read the return policy.
"CPAP.com will accept returns on any unopened product within 30 days of the original ship date. A 15% restocking fee will be subtracted from the original cost and a credit for the difference will be issued. Shipping costs are not refundable. Please note that any product that has been opened can not be returned. "

Sounds like they are going above and beyond here offering 50% refund.

I believe as consumers we have a responsibility when we purchase items. Your item cant be resold as new, so they are immediately taking a loss that is not any fault of their own. Had they shipped the wrong item, id support you 100%. But these arent the kind of items they can resell as new. Theyd probably have to put it on cpapauction.com as used and take a huge loss.

[Guest]

Here is the verbage from the cpap.com specs for the humidifier I ordered.

cKey Product Information
Manufacturer: Respironics


Going to greater depths to improve patient compliance, Respironics developed an integrated, easy-to-use heated humidification system. The easy-to-set-up REMstar Heated Humidifier offers:

Unique, tubeless design that works with the new REMstar family. Its simple rubber coupler connection provides secure contact between the water chamber and the CPAP.

Clear, two-piece water chamber that's easy to fill and is dishwasher safe.

A lighted humidifier control button on the CPAP unit makes adjusting humidification levels easy.

Heater plate status light makes it easy to see when the humidifier is on or off.

The Heated Humidifier plugs directly into the REMstar - so there is only one plug going from the CPAP to the wall outlet.

Returns Offered on Warranty Issues Only

There was also a picture of a REMstar unit mounted to the humidifier.
NO where in this verbage does it make exceptions to bot working with specific models of the "NEW REMstar family.
This same advertising verbage can be found on numerous cpap vendor sites. It is obvious something thaT CAME FROM rESPIRONICS ADVERTISING DEPARTMENT.




by boston on Tue Jan 27, 2009 8:07 am

when it comes to buying this kind of stuff, you gotta do some homework and make sure what your ordering is compatible.
my thoughts are whoever sold you the cpap, probably told you it was the newest so you thought you were getting the right humidifier, but cpap.com also has their 800 number at the top of every page to call with questions.

bottom line, you bought something you thought was right, wound up being wrong. cpap.com didnt order the wrong item, you did.


If I ordered a brand X humidifier to use with a brand YZZ humidifierI could understand if problems came up I would be on my own.
Reading "Works with the NEW REMstar family" gives no indication there are exceptions to specifric machines.

The original coment to cpap.com was made via their online contact page. That coment stated that I bought this humidifier, labeled for use with the REMstar family" and that my machine was not included in that family. How can we get me the right humidifier.

Phillips Respironics is also taking the legalist approach of you didnt ask enough questions and got a useless piece of our equipment, so you are stuck with it.

[pogertt]

Boston, are you an employee of cpap.com?

Pogertt

[Guest]

is "verbage" like cabbage? Did you mean to type verbiage?

[Georgio]

It believe it is the case that cpap.com is not permitted to sell used (opened) items since this is "medical equipment". They have offered to take a 50% loss due to no error of their own.

Georgio

[Goofproof]

It's nice to put the blame for something that goes wrong on others, But the facts are, You didn't know enough about the equiptment you use, and didn't take the time to learn, or ask questions from the people who could help you. That's probably why you are still signed in as a guest, instead of becoming a part of our group.

If you had taken the time to ask, you probably been told to get the HC-150 stand alone HH, that works better than any OEM out there and fits everything. So I guess you will just have to continue to blame others for your mistakes instead of "Maning Up", and dealing with them.

The rules are plain of the exchange of opened products, you can sell the product at a loss to someone that needs it. or return is as stated and take the loss.

P.S. 16 inch Chrome Rims won't fit a Pinto without bodywork! Jim

[WearyOne]

I don't like restocking fees of unopened, unused items--I don't pay that at a store down the street, I don't think I should have to pay it for online items either. I can certainly understand, though, not even accepting a return on a medical item such as this that has been opened, and possibly even used, so offering 50% in my thinking is generous. In these situations, I make absolutely 100% sure it's what I need.

Is the "lite" even part of the "New REMstar Family"? On Respironic's website, in addition to several REMstar machines, and M Series, etc., they have a whole category called, "REMstar Family," and there is no "lite" model listed. http://remstar.respironics.com/. Maybe that's what is meant by the "REMstar Family." rather than it meaning just any REMstar machine.

Pam

[Goofproof]

Boston, are you an employee of cpap.com?

Pogertt

I'm not! I'm just a normal person that sometimes makes a mistake, and takes care of it and learns not to do it again, and I don't blame others for my mistakes.
Are you a employ of a DME? Jim

[AuntieNae]

Hey, to turn this around .. why not post a message here on the forum asking if anyone else needs the model you got .. and you could offer a trade?

[Wulfman]

Using Google........

Here's the link to the user manual:

http://www.respironics.com/UserGuides/U ... arLite.pdf

Page 11:

Adding a Humidifier

The Respironics H2 Heated Humidifier and REMstar Pass-over Humidifier are
available from your home care provider. A humidifier may reduce nasal dryness
and irritation by adding moisture (and heat if applicable) to the airflow.

The H2 humidifier:

https://www.cpap.com/productpage/respir ... -hose.html


Den

[mindy]

Although I can sympathize with Guest's predicament, he/she does have alternatives (the 50% refund, cpapauction, etc), like others who have posted I believe that we each need to take responsibility for verifying that we're purchasing the right "add-on". It's very easy to just point-and-click to order things, but if there's even the tiniest doubt, the 800 number should be used to verify!

I have ordered the wrong thing from on-line vendors (and brick-and-mortar stores, too) and have not been offended when they didn't want to take a return that was caused by my mistake. There are some vendors who take returns under almost any circumstances but they do not include medical equipment vendors. It's my understanding that the "rules" in this case are stricter --- as well they should be.

Mindy