Sold a refurb s9

[Wildstar]

I was diagnosed last Summer with severe sleep apnea. I was given a Respironics machine. Had some problems with condensation and a loud wheezing noise when inhaling.

Swapped it out today for a Resmed s9. Took the unit home, and it has a scratched screen (no factory plastic covering) the bag has some small stains and it looks like someone wiped it down with a cleaner and threw it back in the bag. Is there any way to see if there is "mileage" on the machine in the factory settings?

I am really

[Wildstar]

Just found this on this board http://s7.zetaboards.com/Apnea_Board/topic/8574885/1/


1. Plug the machine in and (if necessary) hit any button to turn the screen back-light on so you can read the screen options (if it's not already on - the back-light goes off after a period of inactivity).

2. Simultaneously hold down both the Info and Setup buttons for at least 3 seconds, until the screen changes into the Sleep Quality screen.

3. Turn the Push Dial one notch to the left, which will select the Sleep Report option on the left side of the screen.

4. Push down the Push Dial one time, which will allow you to use the dial to scroll through the Sleep Quality options.

5. Turn the Push Dial to the left until you get to the next-to-the-last option, which shows total usage in hours.

6. Push down the Info button to get back to the main screen.

Also, as a note, if the DME resets the machine completely to factory defaults from within the clinician menu this does not re-set the usage hours back to zero - so there should be no possible way for a DME or other CPAP seller to falsify the usage hours on an S9 unit.

[Wildstar]

So I do this and I get this:

http://imgur.com/KQb2V

Am I reading this right? I was sold a machine as new that actually has 290 hours on it???

[kaiasgram]

Check out use time as well. Hours of use is when someone is actually using the cpap machine, vs. run time which is time the machine is on (but doesn't necessarily have to be in use, like during a cooldown cycle).

You said you swapped out, did you actually purchase this machine or are you renting? There was a recent thread here about how DMEs sometimes rent out machines with some hours on them.

Edit: To get total hours of use, press and hold the same two buttons, then select SLEEP QUALITY and go to SLEEP REPORT. Select "Period" and turn the knob to look at used hours for the past day, week, month, etc. I think you can look back as far as a year to see if the machine has hours of use.

[archangle]

The correct term for the "unresettable" hours is "Run Hours" on the S9.

With most insurance, your machine is technically a rental for the first few months. You have no right to expect a new machine when renting it, because if you can't use it, you return it and only pay rental for the months you used it.

[Wildstar]

I originally started using the respironics machine for 3 months which was the "rental try and buy" period. It started having problems so they told me I could try an s9.

The conversation I had with the rep when I asked her at the appointment if the machine was used was like this. "Is this machine used?" She said "I would Never sell you a used machine.." Hookay.

I have severe apnea so to not use this machine last night could have spelled disaster. I checked the hours after sleeping and now it reads 296.

[Centralea]

I've wondered about this. How are these units supposed to arrive - all still wrapped in original hygienic protective wrappings? While I was having my first appointment, the business partner came in and chatted to my 'sleep therapist' about a particular unit that they could sell, because it was paid for. Well, whatever condition it's in, I hope they don't try to sell it to me. I want it new out of the box. I don't want something with history or complications or salvage or fixes. How do they arrive from the manufacturer? In a box? In a carrybag? Does the carrybag come with the unit? What do they actually supply for the price? And do they actually supply a manual of some sort? That would have been handy to receive with my hire unit.

[chunkyfrog]

New machines come in a carton with the manufacturer's name, model name, etc. prominently displayed
all professionally printed.
Inside, everything is packed tightly, all small parts in heat sealed bags, cords bundled, sometimes wrapped,
with plug prongs often shrouded to prevent scratching, larger parts protected with plastic bags and
bubble wrap or foam, maybe even cardboard packing. Travel cases are clean and crisp.
I have never seen foam peanuts in the two new machines I have gotten this way.

[Wildstar]

Well this is a extremely non-enjoyable start to my Saturday morning.

Liz from NWMED.com was the on-call for the company today. She also was the person who set me up with the machine yesterday. I called her and told her that I found that the machine was used and had 290 hours on it.

She went into defensive mode, almost as if she was reading a script. She said, "Oh yes, that's because the machine you gave back to us was used."

I said that I was paying for a new machine, one that was costing me and my insurance $1700 for the unit (cough). She said, "well you gave us a used machine". I asked her if she remembered our conversation when I noticed the screen and she said, "WHAT conversation?" I said, "I asked you if the machine was used and you looked at me and said you would never sell me a used machine." She said, "I NEVER said that, I would NEVER say that."

The conversation quickly eroded due to her defensiveness with such things as, speaking to me, "you have a terrible memory", "you're calling me a liar!" etc. I was shocked that she said I was calling her a liar. In my business life, professionalism is something I pride myself on, and that's something I just don't do. I also reminded her that she was 20 minutes late for the appointment and she reminded me that I had missed an appointment earlier so I probably had memory problems. Trying to salvage the conversation I did say that we all make mistakes and perhaps she was just hurried and forgot that she told me the machine was new? But she demanded that I was calling her a liar and if you can believe this, hung up. Oh my.

So the machine was used. I was told by Liz that it was new, and I think they are going to railroad me. The facts are I purchased a defective machine originally, and the replacement which was a different make was a refurb. Not happy. Clearly there are in-house rules for returning equipment.

To compare this, if I purchase a HDTV from any outlet and it is defective, I will get a replacement that is new, not used otherwise they have to discount the unit. I would think this would apply to any high priced electronic. Medical or consumer.

[Sir NoddinOff]

This treatment is way below the norm... almost a record breaker! I think it's time to tell us the name of the DME and the city where it's located - hopefully no one else in your region has this horrible experience..

[nanwilson]

Just pack up the machine and go to their office, tell them they can just stick it where the sun don't shine and make sure you TELL them you have made arrangements to go to another supplier...then see how fast they backtrack Once you have a new machine in hand ....change suppliers for all your regular replacement stuff. Do not take their guff or blubbers...just stick to your guns, its your therapy and your health they are playing with.

[LSAT]

Why don't you return the unit to the DME and go somewhere else. Check with your insurance to see who else is in network. When you tell the DME you are going somewhere else they will be quick to do anything for you.

[Wildstar]

Just pack up the machine and go to their office, tell them they can just stick it where the sun don't shine and make sure you TELL them you have made arrangements to go to another supplier...then see how fast they backtrack Once you have a new machine in hand ....change suppliers for all your regular replacement stuff. Do not take their guff or blubbers...just stick to your guns, its your therapy and your health they are playing with.

Thanks everyone, yes I am going to be taking it back first thing on Monday. My biggest worry is that they will throw the contract in my face and say "see! see! you signed this! sol sucker!" Actually I take that back, my biggest worry is going without a machine as I have been diagnosed with severe sleep apnea.

For whatever reason I get a complete shutdown of my throat etc when I get sleepy. My body holds off on waking me up until it the absolutely last second, literally give me the death panic and I don't want to go through that again. I had to use the machine last night, they will probably use that as a point of contention. I mean hey, I should have just stayed up the entire weekend to avoid dying in my sleep right?

ps, what is the acronym DME stand for? Sorry newbie here!

[DoriC]

Do you have insurance? If so I'm sure they'd like to know about this if the DME is contracted with them.

[Wildstar]

Do you have insurance? If so I'm sure they'd like to know about this if the DME is contracted with them.

Yes, have great insurance, at least for the machine! My coverage is 80 percent, I pay the other 20 percent. They aren't contracted with my insurance that I know of. My insurance allows me to pick whatever specialist with whomever I want. This particular Dr is with University of Washington and NWMed.com is allowed to sell their units to their clients. At a $1000 markup.