HDM - Z1 Small Package, Big Disappointmemt

[lloydjason]

Traveled to California with my z1 for the first time this weekend. Was excited to pack it in my small messenger bag without any issues. Yes, it is super lightweight and portable. Unfortunately upon arriving at the LAX Marriott it would not start. I just got a flashing screen with flashing eights. Quickly went to HDM's website which provided no helpful support. I also checked the PDF support manual. Nothing. I then called HDM's support line and was told that they couldn't help and to contact Direct Home Medical. Direct Home Medical was extremely helpful and tried to do basic troubleshooting, which didn't resolve the problem. As soon as I return home I need to ship the unit back to Direct Home Medical, after paying 18 dollars for their shipping costs (?!?). What upsets me the most is that I have used my Cpap religiously since being diagnosed, and the HDM Z1 was purchased to make traveling easier. This weekend was the first time I had to go without treatment.

Oh, and still no Mac support for data tracking.

[chunkyfrog]

Good to know. Sad you had a miserable trip.
Producing and marketing a charming product is not enough--product support is HUGE.
If a company fails to recognize that, they are not going for the "long game".

[johnny_ashe@hotmail.com]

My Z1 also failed completely on Feb 14 after approx. 4 weeks of nightly use. I contacted HDM via their support web page and was told by the 'chat' rep

"HDM: If the product was purchased from the HDM website or thecpapshop, we would be able to assist you with warranty/machine issues."
"Me: Please answer my question concerning the support phone number - "Contact Support by Phone" on the HDM support web page does NOT provide support for HDM products not sold by thecpapshop"
"HDM: Concerning issues with a malfunctioning machine, no we do not. That is the responsibility of the company the machine was purchased from."

I have shipped the unit back to the vendor I purchased it from for evaluation.

I really wanted to like this machine but I have serious concerns about reliability and customer support.

[SupportIsImportant]

That frustrating and disappointing. I was considering a Z1, looks like I'll be going with Transcend now. When support is lacking customer service that badly I just inform the support tech that I'll spend the time I would have been working on solving the problem with them out on message boards proclaiming loudly to the world of their lack of quality and complete failure to support their product. If they don't shape up and serve their customer (regardless of the channel it was purchased through) at least I can prevent some future customer from making the mistake I just did.

Thank you for helping me avoid the Z1 mistake this time.

[chunkyfrog]

I might consider a Transcend Auto--IF I can rent one for a couple of weeks to determine it is comfortable to sleep with.
But . . . I really don't NEED another machine.