Philips Replacement, No Modem

My Philips System One BiPAP was recalled like everyone else's. After 20 months of waiting, I recently received a Dreamstation BiPAP. The instructions clearly state that modem installation is necessary "to ENSURE PRESCRIPTION DELIVERY to your replacement device." (emphasis in instructions). There are two choices: (1) use the modem from one's existing Dreamstation (inapplicable to me); or (2) install the modem received with the replacement device.

Philips did not ship a modem with the unit. I called the phone number provided. After a 50 minute hold, I was told that I should contact my DME provider and a modem would be provided at no charge. This seemed ridiculous. And it is. I called Apria and the person I spoke with had never heard of such a thing. So I'm stuck with a device that isn't complete per the instructions provided and isn't set for my prescription. I spent an hour on the phone to raise the issue and got a rubbish answer.

Anyone else with this issue? Is there an alternate way to contact Philips? Thanks in advance.

Marc

Tunapalooza wrote: ↑

Tue May 16, 2023 12:34 pm

There are two choices: (1) use the modem from one's existing Dreamstation (inapplicable to me); or (2) install the modem received with the replacement device.

... or (3) set the pressures and options yourself.

There are youtube videos that show how easy this is.

ChicagoGranny wrote: ↑

Tue May 16, 2023 2:44 pm

Tunapalooza wrote: ↑

Tue May 16, 2023 12:34 pm

There are two choices: (1) use the modem from one's existing Dreamstation (inapplicable to me); or (2) install the modem received with the replacement device.

... or (3) set the pressures and options yourself.

There are youtube videos that show how easy this is.

That's what I get for relying on the bolded, all-caps information from the provider of the medical equipment.

Does the modem also allow monitoring and adjustments by my sleep doctor? That would avoid the need to make an appointment and take time off of work. (The machine was delivered without an SD card. I'll reformat one I have lying around and use it.)

Edited to add: Aside from whether or not my doctor needs to be in the loop, I don't appreciate being lied to by Philips. Falsely being told that my DME provider will send me the modem for free, just to get me off the phone, is unconscionable.

Tunapalooza wrote: ↑

Tue May 16, 2023 2:59 pm

Does the modem also allow monitoring and adjustments by my sleep doctor?

Yes, if he subscribes to the service. But why not do it yourself with OSCAR? That's what all the regulars here do. You won't have to mess with a doctor and lose time from work.

Most of us can analyze and fine-tune our therapy better than a doctor. Forum members are happy to help you. Links in my signature.

If you do put the settings on yourself, pay attention to the functionality of the machine. On the 'other' apnea board there was post that the poster had received a refurbished Philips Respironics Auto BiPAP which included the modem, but not installed. After using the machine several nights (without the modem installed) it appeared the humidifier was not functioning. The poster then installed the modem and then for whatever reason the the humidifier and heated tube began working. My own DS2 replacement got its settings uploaded when I powered it on and also replaced my recalled DS1 in DreamMapper when it 'called home' on powering it up.
If there is an issue with something not functioning properly, unfortunately it may mean another call to Philips and be sure to mention Apria as your DME.
https://www.apneaboard.com/forums/Threa ... #pid473883

I did have a question about my DS2 and DreamMapper when I got it as a replacement and I contacted DreamMapper support via email. While your issue not having the modem is different than mine was, their tech help was responsive is quickly getting back to me. It may be worth shot to shoot them an email and see if they can do something or forward to the right people. You need a modem to connect to DreamMapper and you weren't provided with one.
DreamMapper support email.......
dreammapper.support@philips.com

Does the modem also allow monitoring and adjustments by my sleep doctor? That would avoid the need to make an appointment and take time off of work. (The machine was delivered without an SD card. I'll reformat one I have lying around and use it.)

Edited to add: Aside from whether or not my doctor needs to be in the loop, I don't appreciate being lied to by Philips. Falsely being told that my DME provider will send me the modem for free, just to get me off the phone, is unconscionable.

Does your doctor monitor and adjust over the air? Most don't. Some do, but it's rare. Do you want to tie yourself in knots for nothing (assuming that you don't really need to modem as Grumpy noted to adjust the settings) ?

As for lying by Philips, they don't care. They don't care about the hour you spent on the phone trying to talk to a human. They don't care if your DME gets around to supplying you with a modem or not. They are not worth losing sleep over. Just keep it in mind next time you need a new machine.

Your doctor took an oath to do no harm.
There is no comparable oath for manufacturers, dealers, or insurance companies.
It is truly a shame.