CPAPtalk.com

palerider wrote:

bay123 wrote:

chunkyfrog wrote:Turn around and diagnostic time actually sounds reasonable.
You need to communicate directly to the dealer, rather than slam them on their own forum.

There is no use to slam them, I just try to understand the market to educate myself, although it maybe be too late.
Now I feel that ordering a cpap machine is more like you marry to a person.
Once you have paid the money, you married to that machine with a serial number which they assigned to you.

your ignorance is stunning.

bay123 wrote:

chunkyfrog wrote:Turn around and diagnostic time actually sounds reasonable.
You need to communicate directly to the dealer, rather than slam them on their own forum.

There is no use to slam them, I just try to understand the market to educate myself, although it maybe be too late.
Now I feel that ordering a cpap machine is more like you marry to a person.
Once you have paid the money, you married to that machine with a serial number which they assigned to you.

Goofproof wrote:

bay123 wrote:

chunkyfrog wrote:Turn around and diagnostic time actually sounds reasonable.
You need to communicate directly to the dealer, rather than slam them on their own forum.

There is no use to slam them, I just try to understand the market to educate myself, although it maybe be too late.
Now I feel that ordering a cpap machine is more like you marry to a person.
Once you have paid the money, you married to that machine with a serial number which they assigned to you.

Not true, if the machine is sent in for repair, you don't get the same machine back, you get a refurb, you need to read more type less. Jim

bay123 wrote: I amd new and I don't have any idea about Apria and Lincare.
I am the 1st time cpap machine buyer in USA, and unfortunately I decided and bought my 1st machine from cpap.com.
I am really confused and wonder if the whole cpap box I received is "packed" by resmed or by cpap.com.
SD card missing, SD card and adapter covers are dirty and sticky.
So I talked to them about exchange, the way we did all the time at Bestbuy or Frys.
But the seller want to issue a RMA#, even I have not used machine so far.
And the seller told me that it takes approx 1 week for diagnostic
and can take anywhere from 3-6 wks to get a new replacement.
It depends if we have to send it to the manufacturer which will take longer....
Personally I feel that DME and manufacturer are having much better relationship in USA.

bay123 wrote: I really don't think this rule makes any sense:
The warranty is tied only to a online dealer where you bought your cpap machine.

jtravel wrote:

bay123 wrote: I really don't think this rule makes any sense:
The warranty is tied only to a online dealer where you bought your cpap machine.

Your still covered by the Manufactures warranty if the original DME went out of business or you moved.
For Warranty Repairs when it's still covered you can take it to any Authorized dealer/DME for the Machine you purchased and have them start the Warranty Process.

The Manufacture however will not deal direct with the End user for warranty issues. They will if you contact them point you to a DMA in your area that Could help you get the Process started.

Wulfman... wrote:

Goofproof wrote:

bay123 wrote:

chunkyfrog wrote:Turn around and diagnostic time actually sounds reasonable.
You need to communicate directly to the dealer, rather than slam them on their own forum.

There is no use to slam them, I just try to understand the market to educate myself, although it maybe be too late.
Now I feel that ordering a cpap machine is more like you marry to a person.
Once you have paid the money, you married to that machine with a serial number which they assigned to you.

Not true, if the machine is sent in for repair, you don't get the same machine back, you get a refurb, you need to read more type less. Jim

That may depend on the nature of the repairs. Back in 2006, when I was having whining noises in my original Pro 2, I sent it back to CPAP.COM to send it to the factory for repairs under warranty. Got the same machine back and it was silent.....fixed. They did zero out the user hours but the blower hours were still there, so they didn't change the PCA board......just the blower, I suspect.


Den

.

bay123 wrote:

jtravel wrote:

bay123 wrote: I really don't think this rule makes any sense:
The warranty is tied only to a online dealer where you bought your cpap machine.

Your still covered by the Manufactures warranty if the original DME went out of business or you moved.
For Warranty Repairs when it's still covered you can take it to any Authorized dealer/DME for the Machine you purchased and have them start the Warranty Process.

The Manufacture however will not deal direct with the End user for warranty issues. They will if you contact them point you to a DMA in your area that Could help you get the Process started.

Your feedback is different.
Do you mean that in the future I can find a authorized local dealer in my city to take care warranty issues? I can forget cpap.com

johnnygoodman wrote:CPAP.com does not store credit card data past the card type, last 4 and the expiration data.

When you enter your credit card, it is encrypted and securely transmitted to our credit card processor, who stores that data and gives us back a token we can redeem to charge you on order shipment.

That same token is used to issue you refunds. When we delete that token and you are due a refund, the process gets involved and inefficient as we don't have the original token which corresponds to the charge. This slows the time to process your refund.

However, if you insist that we delete the auth token from our side, we will do so. You should be aware that this isn't doing what you think it is doing - CPAP.com doesn't have you cc info necessary to charge your card and never did.

You can't delete the credit card information from the credit card processor as there are laws that bind the processor from retaining and reproducing that data on demand of government agencies. If the credit card processor is breached, well, that like the bank getting robbed, the data was in the most secure place is could have been. The recent string of breaches have related to companies storing your full credit card data on their servers, then failing to properly secure it.

Here are FAQs on our credit card and token process: https://www.cpap.com/cpap-faq/Security.html

When you see a saved credit card on your account, those are active and inactive tokens only. A new token is requested upon use of these cards.

Here are FAQs on the topic of CPAP.com credit card security:

https://www.cpap.com/account.php?s=creditcards

In conclusion:

1. You shouldn't do business with companies that store your full and charge-able credit card information to their servers, unless they are level 1 certified. While we take security seriously, we know our limits and we hand off this very important job.

2. Asking CPAP.com to delete your credit card information isn't accurate. We don't have it. We do have your auth tokens. We will delete your auth token but in so doing it will delay processing your refund.

atab wrote:

johnnygoodman wrote:CPAP.com does not store credit card data past the card type, last 4 and the expiration data.

When you enter your credit card, it is encrypted and securely transmitted to our credit card processor, who stores that data and gives us back a token we can redeem to charge you on order shipment.

That same token is used to issue you refunds. When we delete that token and you are due a refund, the process gets involved and inefficient as we don't have the original token which corresponds to the charge. This slows the time to process your refund.

However, if you insist that we delete the auth token from our side, we will do so. You should be aware that this isn't doing what you think it is doing - CPAP.com doesn't have you cc info necessary to charge your card and never did.

You can't delete the credit card information from the credit card processor as there are laws that bind the processor from retaining and reproducing that data on demand of government agencies. If the credit card processor is breached, well, that like the bank getting robbed, the data was in the most secure place is could have been. The recent string of breaches have related to companies storing your full credit card data on their servers, then failing to properly secure it.

Here are FAQs on our credit card and token process: https://www.cpap.com/cpap-faq/Security.html

When you see a saved credit card on your account, those are active and inactive tokens only. A new token is requested upon use of these cards.

Here are FAQs on the topic of CPAP.com credit card security:

https://www.cpap.com/account.php?s=creditcards

In conclusion:

1. You shouldn't do business with companies that store your full and charge-able credit card information to their servers, unless they are level 1 certified. While we take security seriously, we know our limits and we hand off this very important job.

2. Asking CPAP.com to delete your credit card information isn't accurate. We don't have it. We do have your auth tokens. We will delete your auth token but in so doing it will delay processing your refund.

Thank you for the explanation. I actually didn't read this before posting the earlier one. I was responding to a different post where chunkyfrog was quick to point out what an idiot I am. (No hard feelings, you have helped me out before. I don't forget.)

I now understand how the system works. I am very conversant in computer security and have implemented token based authentication systems as a consultant. But I have to (politely) point out one thing: It is very important to convince customer that everything is secure. You say asking to delete credit card information does not make sense, but if I request to delete auth token you would do that. Please note that I used the API on your site to delete credit card information. I know you have a URL on this which many don't read. It is also important to heed to customer requests. Many on-line vendors have less security than this; but they don't frustrate customers by taking the stance "you can't remove this for 90 days".

One more thing: I love this forum. People here have helped me out many times with my apnea problems. This forum is made possible by cpap.com. I am grateful to them for that. People here seem to love cpap.com. I am sure they are good. This was my first transaction. But jumping on anyone who criticize cpap.com is NOT the way to help them. That would just alienate people.

atab

atab wrote:

@atab:
You need to read and UNDERSTAND Johnny Goodman's post on the previous page.
Try again. I know you can do it.

I do understand. I don't want anybody to keep my information without my approval. It might be more convenient to me and it might be 100% safe. But my information is mine. They might have this information in their accounting system. But they should not display it on web account and they should not blatantly tell me they will not remove it. If they want to do that, they should have a notice on their site indicating "your credit card information will be associated with your account for 90 days, we will not remove it on your request". Then I use a different seller or a virtual number.

I know cpap.com hosts this site. I am appreciative of their helping hand. But that does not mean I am ready to dance to any tune they play.

BTW. I just got email from cpap.com saying they removed my credit card information.

bay123 wrote:I really don't think this rule makes any sense:
The warranty is tied only to a online dealer where you bought your cpap machine.

palerider wrote:

bay123 wrote:I really don't think this rule makes any sense:
The warranty is tied only to a online dealer where you bought your cpap machine.

oh yeah?

ever drive your car back to the manufacturer for warranty service? or did you take it to an independently owned DEALER?

Goofproof wrote:Then maybe contacting cpap dot com would be more advisable than coming here with attitude to crap. We run no business here, but many of us have dealt with cpap dot com, and have seen many time where they have went past where we would to keep a customer happy, even when it wasn't warranted. Mistakes happen, we are people after all, Johnny usually tries to correct problems, many times even if his company isn't at fault. Jim