Issues with Philips recall/remediation

General Discussion on any topic relating to CPAP and/or Sleep Apnea.
Samolotus
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Joined: Sat Apr 08, 2017 8:14 pm
Location: Kansas

Issues with Philips recall/remediation

Post by Samolotus » Sun Nov 27, 2022 4:31 pm

Hi all! I have a Philips Advanced System One ASV machine that was included in the mass recall. I finally got through the remediation process and it has been super frustrating. The System One has been discontinued so they sent me a Dream Station as they said production of the System One ended a couple hears ago. Fine, no problem so they send me a Dream Station, but it's the one that has been discontinued. Fine, no problem but they forgot to send me the humidifier. So I had to get on them about that. They send it. So I go to set it up and it's asking me to take the modem from my old Dream Station and put it in the new one. Ummm, I didn't have an old Dream Station and the modem from the System One does not fit.

Their customer service is a joke. Has anyone else experience issues with this process?

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Jlfinkels
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Re: Issues with Philips recall/remediation

Post by Jlfinkels » Sun Nov 27, 2022 4:44 pm

Some have, many have not. The process was frustrating and poorly handled start to finish, but given they had to replaced 5.5M units personally I’m willing to cut them a bit of a break. I’m sure others can chime in with plenty of horror stories, but not all of us have experienced it first-hand.
Sometimes it is the very people who no one imagines anything of who do the things that no one imagines

D.H.
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Joined: Sun Sep 04, 2016 7:07 pm

Re: Issues with Philips recall/remediation

Post by D.H. » Sun Nov 27, 2022 8:09 pm

In all cases, you can use old standard (non-heated) hoses and masks.

If they send a refurbished/re-manufactured/rehabilitated/remediated DS1, you can use the humidifier, the modem, the filters, the SD card, and heated hoses from you old machine.

If they send a DS2, you can use the heated hoses and the SD card, but nothing else (except what's mentioned in the first paragraph).

Of course, this presumes that your old machine was a DS1. If it's something older, you can't use anything (except what's mentioned in the first paragraph).

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RestlessinWoolley
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Location: Sedro Woolley, Washington USA

Re: Issues with Philips recall/remediation

Post by RestlessinWoolley » Mon Nov 28, 2022 1:02 am

I feel your pain. I have been battling them for 6 months. Finally insurance paid out a new machine and since there is No Dreamstation 2 ASV yet insurance paid of an AirCurve 10 ASV. My old DME was supposed to replace it but they got bought out by a bigger company and after multiple screw ups of resupply i changed DMEs. So they trashed my recall claim. But last week Philips reached out since i was supposed to be medically necessary at the top of the list and saw I still have my recalled unit. Supposed to hear back this week when ill see my recall replacement if i even see one now since i have a new machine. If i do somehow get a replacement ill most likely donate back to the sleep lab as they are still using a System One for ASV Testing as i wont need 2 new machines.

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Additional Comments: Resmed AirCurve 10 ASV
EPAP Min 6, Max 15, PS Min 6, Max 21, BURR 10, Press Max 25, BPM 11, Ti 1.2

"I hate the word 'Handicapped' and 'Disabled'. They imply that you are less than whole don't see myself that way at all". ~Aimee Mullins

Aretino
Posts: 94
Joined: Sun Mar 15, 2020 2:07 pm

Re: Issues with Philips recall/remediation

Post by Aretino » Mon Nov 28, 2022 8:42 am

Phillips has really dropped the ball on this issue. I gave up waiting on a replacement machine. My Dreamstation 1 with an aftermarket non foam air chamber works great.

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Machine: ResMed AirCurve 10 ASV Machine with Heated Humidifier
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Additional Comments: Started 2005 with a Remstar machine. Then a 2020 Dreamstation 1. Now a Resmed Aircurve ST

reader2580
Posts: 103
Joined: Tue May 14, 2013 6:57 pm

Re: Issues with Philips recall/remediation

Post by reader2580 » Tue Nov 29, 2022 1:34 pm

I got my reconditioned Dreamstation machine a week or two ago. I still have a System One CPAP that Philips will replace with a newer model, or give me $50 for sending them the machine.