Phillips / Philips Respironics recent recall notice discussion thread

[Holocron]

I got the same message this morning, although I had called on Friday and was told that I was still in the system. Holocron, it never occurred to me to ask if I had a "case handler."

I didn't ask if had one. I called the number on the website after they changed it from "have your dr fax the info" to "call us to confirm things." I was initially told, after waiting to get through to someone and reviewing my information that the people at the number on the website did not cover devices with my serial number and that I should call someone else. I insisted that they transfer me to someone else. I eventually was connected with someone, verified all the information, told I would get an email update, they gave me their phone number and name.

Since the "error" is still on the website, I guess I'll be calling tomorrow.

[aStuff]

The site is working again for me. Same old message though.

Thank you for providing your information. Your durable medical equipment provider will provide you with your replacement device as soon as they receive it from Philips.

[Holocron]

This is me not holding my breath.

[Holocron]

I still do not believe this to be real.

[jtravel]

I have been using a Resmed Autoset 10 as i wait for the replacement of my system one 560 that I had purchased from Cpap.com several years ago.
Unfortunately My Autoset 10 is now over 5 years old and shutting itself off and restarting during the night. I have Auto off is disabled so something is wrong with it. After reading everything from philips It seems the risk of exposure or harm from the foam is low so I have decided to start using my low hour 560 again. I faxed my original prescription to them back in Oct but then they changed it to they need to contact my doctor. Called and provided all that information to Philips last month but no movement or change on the portal so far.

[Holocron]

I still do not believe this to be real.

FWIIW, I received a Dreamstation 2. I think it is new, but I can't confirm that, I guess, without powering it up. Box contained return shipping instructions for my old unit.

I bought a Resmed Airsense 11 out-of-pocket a couple months ago, so I'm really not sure what I will do with either. I guess the Dreamstation 2 could be a backup (that's sort of what my travel AirMini was for). Hold on to the old unit, maybe, in the event of any litigation?

[remstarcpap]

I seem to be stuck at the stage of needing to call "Please reach out to us at 888-511-2797 for assistance. and give them my Dr.'s info, and all of my info.

I've tried calling the number listed, but haven't been successful at getting through or getting a callback.

Does anyone have any suggestions? Is there a better number to call? I already faxed them all the information but that seems to have gone into a Respironics time warp. I'd like to finish this process.

[beautifuldreamer]

I seem to be stuck at the stage of needing to call "Please reach out to us at 888-511-2797 for assistance. and give them my Dr.'s info, and all of my info.

I've tried calling the number listed, but haven't been successful at getting through or getting a callback.

Does anyone have any suggestions? Is there a better number to call? I already faxed them all the information but that seems to have gone into a Respironics time warp. I'd like to finish this process.

i kept calling because they did not return my call. when i finally spoke to someone they said that they were in process of hiring staff to work with the system ones and would have someone call me when that staff was in place. haven’t yet gotten a call. i believe it’s time to try calling again.

[stevenal]

I've had luck getting through when I call just after 8:00 AM Eastern. Never happy with the answer, but at least I can speak with a human.

[remstarcpap]

I've had luck getting through when I call just after 8:00 AM Eastern. Never happy with the answer, but at least I can speak with a human.

Great, I can set my alarm for 5am PST, and waste even more time on this!

[chunkyfrog]

After 75 pages of grief, I think we can conclude that
RESPIRONICS DOES NOT CARE.
They used to make a couple of nice masks, though--both discontinued.

[jonquiljo]

After 75 pages of grief, I think we can conclude that
RESPIRONICS DOES NOT CARE.
They used to make a couple of nice masks, though--both discontinued.

Bravo! Yes. How true.

I can also say that I would wager that Philips Respironics “sleep division” — or whatever they want to call it will be extinct in a couple of years.

Philips keeps calling me to get them Rx data — even though my Rx was written as a lifetime prescription. They claim that the FDA makes them do this — WRONG!
Philips instead wants a new Rx. THEY DO THIS TO MAKE IT HARD TO COMPLY WITH THEIR ‘rules” and have People just give up. I have actually 6 machines that are subject to the recall and Philips will only replace one of them. Well, my original sleep Dr retired and only Philips wants a Rx from 2019 or earlier. Try getting a new appointment, a sleep test in less than 4 months. Even more - how many Dr’s will talk to anyone — let alone to talk to some clown at Philips to get proof of an Rx.

Well, I use a Resmed (10) now, and its great. Why go back to a company who cant properly design a medical device? This recall is about the biggest show of stupidity I have ever heard of. Sound abatement foam in the airway? The FDA should put them out of business. They can’t design anything right.

Philips today told me that they have satisfied 50% of all recall requests. My guess is that recall requests are about 1/10 of all machines eligible for a recall. What a joke.

Buy Australian — buy Resmed!

[jonquiljo]

I have been using a Resmed Autoset 10 as i wait for the replacement of my system one 560 that I had purchased from Cpap.com several years ago.
Unfortunately My Autoset 10 is now over 5 years old and shutting itself off and restarting during the night. I have Auto off is disabled so something is wrong with it. After reading everything from philips It seems the risk of exposure or harm from the foam is low so I have decided to start using my low hour 560 again. I faxed my original prescription to them back in Oct but then they changed it to they need to contact my doctor. Called and provided all that information to Philips last month but no movement or change on the portal so far.

Contact your Dr? What nonsense! How many Dr’s do you know who will talk to ANY vendor. philips is trying to make make you give up.

Be careful. Philips is trying to downplay the severity of “foamgate”. They wouldn’t be spending billions to do a “voluntary “ recall (the word voluntary makes it sound minor) if there weren't a real problem. And a 560 is an old machine with old foam.

Really, be careful.

[kbh209]

After 75 pages of grief, I think we can conclude that
RESPIRONICS DOES NOT CARE.
They used to make a couple of nice masks, though--both discontinued.

Yup and it's time for the prescribing sleep specialists and durable medical equipment providers to wake up and realize this. If they did this and ended their contracts with Philips Respironics aka Philips Sleep Care, then Philips would truly feel the financial shock and would have to close their sleep division and the nightmare would finally end.

[Lane101]

Is Philips replacing system one machines with dream station 2 machines? My system 1 is my back up and camping machine and it suits my needs. The new dream station 2 does not work for me. The design of it is awful. Can you back out of the recall somehow? Initially they said they were going to repair the old machine so I registered. I've read here that the new or refurbished machine just shows up unannounced with instructions to send the old machine back.

The Philips recall magicians are subtle and quick to anger. No telling what they will send. Worst case you get a machine you don’t want to use and sell or donate it. Best case you get a refurbed machine like you already have. It’s a win-win for you and possibly someone who cannot afford a machine.

I dont want to send my old machine back and the core of my question/comment is that. I'm not giving up my old machine regardless of what they say and I'm wondering if accepting the new machine obligates you in some way to sending the old unit back.

I have a small fortune invested (about $1000) in converters, batteries, etc to enable use of my cpap when camping. You have to match the voltage, amperage, connection type, etc. and pick equipment that meets your performance needs. With my current cpap I can boondock in the woods in my camper without electricty for 4 nights. The supplemental equipment was all bought to support the system 1 and there is no guarantee what they send will be compatible or match the performance. Most machines no longer use a straight 12V power supply. The philips 12V converter for the dream station 1 & 2 is something proprietary according to my research so far. Proprietary means that what should be a 15 dollar part ends up costing you $100 AND it only works with their machine. I already have their $100 converter for the system 1.

Philips told me that my old machine is not repairable and that is not true. I'm an engineer and I could have the foam out in 15 minutes and could replace it with an upgraded foam and have it all back together in another 15 minutes. Repairing the system 1 machine is probably not the CHEAPEST or EASIEST way for THEM to address the problem and they are going with the CHEAPEST and EASIEST solution. Unfortunately removing the foam is not a complete solution because any degraded foam has already contaminated the machine. They are equipped to address that problem easily but a home DIY person is not.

As a user of a machine that has potentially spewed carcenogenic material into my lungs 8 hours a night for at least a decade (in my case) being stuck with whatever they decide to do for me and being expected to like whatever they decide is insulting. I worked in aviation for decades and Federally mandated airworthiness directives requiring airplane part recalls happen all the time. It is a manageble problem if the company management with the recalled part has a brain. This situation has been handled so poorly by them I can't imagine ever buying another one of their products.

Hi, Just saw this. Unclear whether or not you will get a DS2 or a DS1. Either on works on a 12 volt system with no conversion required - these are 12 volt machines. What is needed is a proprietary Philips cable that typically runs around $30. With that cable, that plugs into a cigarette lighter type socket, you can run these machines on any 12 volt DC battery system. Believe the same cable works for both DS1s and DS2s.

Surprised that you required a $1,000 investment for a camping battery system with 4 days of capacity. The System One is a 12 volt unit so no conversion is required if you are using regular 12 volt lead acid batteries - just the right standard connectors with a reasonable fuse coming off the battery positive terminal.

We camp with my CPAP (no humidifier) with a modular 12 volt AGM lead acid battery system we built for under $250. It includes 2 modular 20 amp hour (16 amp hours usable capacity) half U1 AGM battery packs and a 30 watt solar panel. The batteries are only about $45 each, under $40 for the solar panel plus the cost of wires, fuses, connectors and a couple inexpensive tool bags to hold the batteries. Either battery pack runs my CPAP for two days with spare capacity to charge cell phones, etc. My CPAPs (a System One like yours or my Dreamstations) only draw roughly 0.6 amps of current or roughly 5 amp hours of power per evening hence plenty of battery capacity for four nights from the two battery packs. Realize amps vary with prescription pressure. Solar panel charges at 1.75 amps per hour allowing us to easily go beyond 4 days if needed (set up covered us for a full week in 2018). Set up includes a low capacity power inverter and a USB charger for our cell phones.