Happy with CPAP.Com! (was: Upset with CPAP.com)

[sonyat]

Does anyone know who I should ask for when I call CPAP.com to get this straightened out?

I chose CPAP.com because I'm very short on money, and the home health service wanted to charge $2000, of which my insurance would only pay 60%. However, they would pay 90% for any equipment I ordered directly (after a sizeable deductible). Even then, I had to borrow the money from family members. I'm in a pretty dire situation -- if I don't get to work on time, they are threatening to fire me. But if I do get to work on time, I'm dead tired.

So I ordered the IntelliPAP Standard for $284.95. When I clicked to buy there were several options to add-on, and I choose the SmartLink software for an additional $111.00. The add-on information simply says, Curious to see how your therapy is stacking up? Sleep therapy software allows you to track your therapy effectiveness on a nightly basis. * SmartLink Software with Module, Cable, Data Card and Card Reader for DeVilbiss IntelliPAP Machines ($111.00) Buy Now & Save $38.95

No where does it say:
This will only provide compliance data (hours and nights used).
Or, more accurately
All this $111.00 will allow you to do is PRINT your compliance data, since the machine already does the compliance data without this software.

So I paid $395.95 for an machine that provides only hours and nights used and lets me print this out. Now, the IntelliPAP Automatic WITHOUT the software provides all interesting therapy statistics, and costs $435.00, only $40.00 more WITHOUT needing software!! So why didn't I buy it?
1) I thought the AutoPAP was a different machine that required a different prescription. (right?)
2) How in the world was I supposed to know that the Standard IntelliPAP with additional $111.00 software was only going to add on a PRINT feature from my computer?

When I called today to ask if I could return the software, I got an earful about how I should have thoroughly read the web site! Hey, I thoroughly read what was on the web page their "buy" link took me to. How is my fault the web site was designed to suck me in like that? THERE IS NO LINK to the software description on the "buy" page. So I just trusted what was printed before me: Curious to see how your therapy is stacking up? Sleep therapy software allows you to track your therapy effectiveness on a nightly basis. * SmartLink Software with Module, Cable, Data Card and Card Reader for DeVilbiss IntelliPAP Machines ($111.00) Buy Now & Save $38.95

HELLO? I HAVE SLEEP APNEA AND AM TIRED ALL TIME AND DID NOT EXPECT THIS COMPANY TO BE MESSING WITH ME. I feel totally jerked around. It does say effectiveness right there on the page, NOT "compliance data."

[Slinky]

You needed to read full information about the PAP you buy as it is the PAP that "collects" whatever data its firmware provides for. The software can not provide any more data than what the PAP collects.

Packed with features, the CPAP is programmed with:

•Automatic Altitude Adjustment
•Pressure Ramp
•SmartCode compliance tracking
•Auto ON/OFF
•Reminder Alerts
•Backlit LCD
•Easy-to-Follow CPAP user Menu
•CPAP hose connects to back of unit

SmartCode is a simple and easy way to review your sleep performance without the need to purchase software. Starting the day after your first treatment, the IntelliPAP machine begins to display SmartCode messages on your machine's screen. Each message is a unique encrypted code containing the results of your sleep therapy. The IntelliPAP quickly confirms compliance using the Adherence Score. Doctors use the Adherence percentage score to determine whether a user is in compliance with CPAP LCD (Local Coverage Determination). SmartCodes report Adherence based on the best consecutive thirty days of usage.

Using the "Track Your Therapy" tool provided on the IntelliPAP AutoAdjust Product Page, IntelliPAP users can input 1 or several SmartCodes to generate a series of reports. Refer to the IntelliPAP SmartCode Report Comparison Chart for list of reports for each machine.

For more information on SmartCode and a list of sample codes to see how it works, visit our newsletter: Introducing SmartCode.

https://www.cpap.com/cpap-machine/devil ... ystem.html

* The bold and underline emphasis is mine.

The Goodmans are good people who try to do right by their customers. Despite it being clearly stated at the bottom of the above cited URL "Returns on Warranty Issues Only" I'm sure if you approach Johnny diplomatically and are willing to admit the mistake on your part he will try to work something out w/you. If you are going to be abusive and insist that the information provided is misleading I know that "I" would be inclined to just tell you too bad, so sad, your mistake.

[sonyat]

I have no intention of being abusive. I was actually really surprised by the reaction I got when I called.

I did read on the web site that the machine provides compliance tracking. But when the next page says, "add $111.00 for software that tracks therapy effectiveness", how am I supposed to know that it simply means, "add $111 on for printing out compliance tracking"? I believed I was adding a feature that tracked additional information.

I understand now that the software only tracks what the machine collects, but I didn't as a newbie. I thought it was like a hardware upgrade or software installation.

[brazospearl]

Sonyat,
Sorry this happened. You probably need to talk to Johnny directly; he (and the others at cpap.com) really do try to provide excellent customer service. This is exactly the kind of thing that happens when we don't get enough sleep, the fine print and little details can overwhelm us! Let us know what happens.

[sonyat]

Thanks, brazo. I really thought the web site was incredibly excellent -- and so easy to upload my script, super fast shipping and turn-around times, really great! So I was just a little taken aback by the phone call interaction...

[sonyat]

Actually, I don't even want the money back or an exchange or anything. I would be happy if they changed the wording on the next page so other newbies don't get confused!

[plr66]

Actually, I don't even want the money back or an exchange or anything. I would be happy if they changed the wording on the next page so other newbies don't get confused!

You sure do bring back memories for me of just 2 short years ago when I began reading everything I could on cpap.com and found myself confused by the simplest descriptions given in great detail on the website for equipment choices. At the time it just seemed so very unclear. I've always been one to call for a real person to clarify the confusing items before ordering anything online--so I did well.

But just to reiterate: cpap.com is a wonderful company, and Johnny has IMO worked beyond the beyond with folks who did not understand the website and made errors in their decisions. Go with your stated approach, and I feel sure that the website descriptions will be reviewed for possible clarification.
Hang in there!

[newhosehead]

Thanks, brazo. I really thought the web site was incredibly excellent -- and so easy to upload my script, super fast shipping and turn-around times, really great! So I was just a little taken aback by the phone call interaction...

Actually, I can relate to the last part of your comment. I was going to order a very small comfort-type item from cpap.com and was NOT impressed with the person I spoke to. NOT my idea of customer service. Suffice it to say, I found another place to order from.

Don't misunderstand. I know everybody has off days, it was not the end of the world. Just not what I expected, frankly, but certainly must not be the norm as cpap.com seems to consistently get great reviews.

I really hope and trust this will work out to your satisfaction.

Jeanette

[sonyat]

Jeannette, aha, I wonder if there's just someone working customer service who gets annoyed with people easily! Honestly, if she had just said, "Sorry, we can't do a return on that item, but I can see how the wording of the order page was confusing, next time realize that software does not add to the features of the machine" that would have been MUCH better customer service. But instead it was "Well, that's what you get for not reading additional information." How am I supposed to know how much more to read? The page was served up to me, and said what it said.... "therapy effectiveness" as an add-on!

[SleepingUgly]

If I were Johnny or Carolyn (his wife), I would want to know the names of the employees who did not respond appropriately over the phone. Hopefully Johnny will work with you on this matter. Even though it was your mistake/misunderstanding, you are a tired customer who had to borrow money to get a machine, and did not get what you thought you were getting. I think they are good people who will try to work with you.

[plr66]

Jeannette, aha, I wonder if there's just someone working customer service who gets annoyed with people easily! Honestly, if she had just said, "Sorry, we can't do a return on that item, but I can see how the wording of the order page was confusing, next time realize that software does not add to the features of the machine" that would have been MUCH better customer service. But instead it was "Well, that's what you get for not reading additional information." How am I supposed to know how much more to read? The page was served up to me, and said what it said.... "therapy effectiveness" as an add-on!

Sonyat, since you are discussing a customer complaint on the forum sponsored by the company you have issue with...please now take this off the forum and discuss it directly with the folks at cpap.com. While we may empathize with you, it is not a forum issue, and should be dealt with in a non-public manner. I have no vested interest in cpap.com--just a recommendation for appropriate discussion of your issue.

[newhosehead]

Jeannette, aha, I wonder if there's just someone working customer service who gets annoyed with people easily! Honestly, if she had just said, "Sorry, we can't do a return on that item, but I can see how the wording of the order page was confusing, next time realize that software does not add to the features of the machine" that would have been MUCH better customer service. But instead it was "Well, that's what you get for not reading additional information." How am I supposed to know how much more to read? The page was served up to me, and said what it said.... "therapy effectiveness" as an add-on!

Sonyat, since you are discussing a customer complaint on the forum sponsored by the company you have issue with...please now take this off the forum and discuss it directly with the folks at cpap.com. While we may empathize with you, it is not a forum issue, and should be dealt with in a non-public manner. I have no vested interest in cpap.com--just a recommendation for appropriate discussion of your issue.

plr, You make a good point and I apologize if I have added fuel to the fire, so to speak. That was not my intention, but maybe I didnt think it through well enough before posting. I have had poor judgment all day, seems to me.

Jeanette

[timbalionguy]

The CPAP.com site was recently completely redesigned. perhaps the inclusion of this information on the IntelliPAP basic was an overshight. Sorry you are having the problem you are. My experiences with CPAP.com have been nothing but excellent. And yes, Johnny listens.

[plr66]

plr, You make a good point and I apologize if I have added fuel to the fire, so to speak. That was not my intention, but maybe I didnt think it through well enough before posting. I have had poor judgment all day, seems to me.

Jeanette

Jeanette, no affront was intended. Your points are completely appropriate. Just needs to go the next step, I think. We all can use each others' judgment at times, and that's why this is such a great support network!

[Goofproof]

All the needed info IS listed on the web site in a easy to find setting. https://bb4b1663da2f8a31ea1b-be9b2e315e ... arison.jpg. i am sure you, like we all have at times got caught with wanting something so bad, that we failed to do the necessary homework, or ask others that know about things.

As long as the seller didn't miss lead the buyer, I think it would be in error to hold his feet to the fire, for my own mistake. People that do take phone orders probably do get a little put out at others mistakes, even worse after the 100th one in the day. (Call Early ) Many customers and forum members don't even get their equiptment they use correct, after a while it would get old, we all don't have the power to put all things behind us, we should but we don't.

You could sell your new machine and get the one that uses software, then you would have what you wanted. I'd probably get used to the machine before I changed, just in case I wanted to try another brand. I hope you adjust to XPAP treatment quickly, it's inportant, and when you do you won't want to be without it. Jim