Philips Respironics Recall V2.0 Questions and Answers

General Discussion on any topic relating to CPAP and/or Sleep Apnea.
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zonker
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Re: Philips Respironics Recall V2.0 Questions and Answers

Post by zonker » Mon Sep 27, 2021 11:44 am

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Mikeinaustin
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Re: Philips Respironics Recall V2.0 Questions and Answers

Post by Mikeinaustin » Mon Sep 27, 2021 12:25 pm

kbh209 wrote:
Sun Sep 26, 2021 10:50 pm
Mikeinaustin wrote:
Sun Sep 26, 2021 8:35 pm
I received my DS2 replacement unit today. I registered within a week of them getting their registration website up. I had a DS1.

Here is my question: the return label asks for an RMA#. I can’t find anything in the papers that come in the box that has an RMA#. What are you guys using for it?
what part of the US are you in? I'm just curious.
Also as for RMA, I would ask your sleep specialist or durable medical equipment provider.
Austin Texas

Dme and the like are not involved as this is a unit I purchased myself . I registered directly with Philips recall website and replacement device came straight from them.

speechless1
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Re: Philips Respironics Recall V2.0 Questions and Answers

Post by speechless1 » Tue Sep 28, 2021 7:00 am

kbh209 wrote:So I recently talked to Philips recall team because people registered in mid to late July have started receiving their replacement CPAP machines, the DS2s. I called them because I registered on 6/19 and wanted to know why they're not going in the order received. The guy while nice, had a pretty much a Beavis and Butthead response "uh huh huh huh, uh huh huh huh," and told me to call back this week to see if they can figure out what's going on and see if they can expedite sending me a replacement machine. I'll be calling tomorrow to see if that's even possible.
So, what was the response when you called back? I also registered week one, with no further communication or hint of a replacement. Trying to decide if it's worth my time to call.

Sent from my SM-G781U1 using Tapatalk



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Petrodon
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Re: Philips Respironics Recall V2.0 Questions and Answers

Post by Petrodon » Tue Sep 28, 2021 12:09 pm

At least they are communicating with you. Us PR System One users are screwed.

Grenin
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Re: Philips Respironics Recall V2.0 Questions and Answers

Post by Grenin » Tue Sep 28, 2021 5:18 pm

Petrodon wrote:
Tue Sep 28, 2021 12:09 pm
At least they are communicating with you. Us PR System One users are screwed.
My guess it that eventually we will get refurbished DS1's, but yeah might be a while. I was trying to hold out for the Aircurve 11 asv... but that was even before this whole recall mess. Who knows when it will be out now, might just put my name in the queue for a Aircurve 10 asv. Timing sucks... got my System one right before the AC10's came out.

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stunnerman
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Re: Philips Respironics Recall V2.0 Questions and Answers

Post by stunnerman » Tue Sep 28, 2021 6:38 pm

Curious, has anyone in Canada heard anything?? I registered early July and haven’t heard a thing. Also, those who have received a DS2, did they contact you prior to receiving the device or did it just show up?

Thanks!

Holocron
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Re: Philips Respironics Recall V2.0 Questions and Answers

Post by Holocron » Tue Sep 28, 2021 8:47 pm

Petrodon wrote:
Tue Sep 28, 2021 12:09 pm
At least they are communicating with you. Us PR System One users are screwed.
Why do you say that? I have a SystemOne, 5 years old. In May, insurance wouldn’t cover a new one because it was working and repairable if it broke. Having just learned of the recall 2 weeks ago, I registered on the site, but haven’t had a chance to discuss getting a new one with insurance. I wanted to talk to my DME supplier, but they haven’t responded to me for two weeks now.

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Machine: PR System One REMStar 60 Series Auto CPAP Machine
Mask: DreamWear Nasal CPAP Mask with Headgear
Humidifier: 60 Series Heated Humidifier for Non-Heated Tubing
Additional Comments: Phillips SystemOne w/ Humidifier for daily use. (Not listed above) Airmini for travel.
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kbh209
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Re: Philips Respironics Recall V2.0 Questions and Answers

Post by kbh209 » Tue Sep 28, 2021 11:17 pm

speechless1 wrote:
Tue Sep 28, 2021 7:00 am
kbh209 wrote:So I recently talked to Philips recall team because people registered in mid to late July have started receiving their replacement CPAP machines, the DS2s. I called them because I registered on 6/19 and wanted to know why they're not going in the order received. The guy while nice, had a pretty much a Beavis and Butthead response "uh huh huh huh, uh huh huh huh," and told me to call back this week to see if they can figure out what's going on and see if they can expedite sending me a replacement machine. I'll be calling tomorrow to see if that's even possible.
So, what was the response when you called back? I also registered week one, with no further communication or hint of a replacement. Trying to decide if it's worth my time to call.

Sent from my SM-G781U1 using Tapatalk
never got the chance to call back, been packing to move, but that does mean I do need to call to update my new mailing and shipping address. :shock:
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Aretino
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Re: Philips Respironics Recall V2.0 Questions and Answers

Post by Aretino » Thu Sep 30, 2021 11:21 am

Would be smart to inform folks of shipment. Anyone who has received a replacement been informed of shipment in advance?

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kbh209
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Re: Philips Respironics Recall V2.0 Questions and Answers

Post by kbh209 » Thu Sep 30, 2021 12:02 pm

@aretino: some have received emails from FedEx giving the heads up, and some have received a surprise package when they got home.

@Speechless1: I reached out to the recall customer service line just now to update my address. After updating the address I asked why people in July are getting their replacement machines before people in June; the customer service agent said that it's random who they're mailing out to, at no specific registration order. Translation: organized chaos :roll:
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Grenin
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Re: Philips Respironics Recall V2.0 Questions and Answers

Post by Grenin » Thu Sep 30, 2021 2:17 pm

Holocron wrote:
Tue Sep 28, 2021 8:47 pm
Petrodon wrote:
Tue Sep 28, 2021 12:09 pm
At least they are communicating with you. Us PR System One users are screwed.
Why do you say that? I have a SystemOne, 5 years old. In May, insurance wouldn’t cover a new one because it was working and repairable if it broke. Having just learned of the recall 2 weeks ago, I registered on the site, but haven’t had a chance to discuss getting a new one with insurance. I wanted to talk to my DME supplier, but they haven’t responded to me for two weeks now.
I am guessing they meant that there is not a clear replacement/repair path for many of us System One owners if we can't/won't replace with a Resmed. The folks getting new DS2s at least from what I have seen have been folk still under warranty on their DS1s and were there is a replacement DS2 model. There are many of us(and many DS1 owners too) with no equivalent DS2 available. So, it is unclear if they are going to wait on the DS2 equivalents being released or we are getting kits to replace the foam or we are getting refurbished DS1s with the foam replaced or some other option. It is quite the limbo to be in for a machine we depend on. If your planning to replace your machine on your own then this is probably not relevant to you.

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Holocron
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Re: Philips Respironics Recall V2.0 Questions and Answers

Post by Holocron » Thu Sep 30, 2021 3:46 pm

Grenin wrote:
Thu Sep 30, 2021 2:17 pm
It is quite the limbo to be in for a machine we depend on. If your planning to replace your machine on your own then this is probably not relevant to you.
Agreed and I'm in that limbo. Even if I replace it on my own (either out of pocket or via insurance which should cover a replacement at this point for me) there's a multi-month wait likely. I have already registered, but I that was only recently and seems like a 2 month wait at minimum from the anecdotal evidence.

Fortunately, I have an AirMini I use for travel, but that's not a good daily driver for long term use. Maybe it'll be fine for 2 months. IDK.

_________________
Machine: PR System One REMStar 60 Series Auto CPAP Machine
Mask: DreamWear Nasal CPAP Mask with Headgear
Humidifier: 60 Series Heated Humidifier for Non-Heated Tubing
Additional Comments: Phillips SystemOne w/ Humidifier for daily use. (Not listed above) Airmini for travel.
Daily Driver (normally sans recall): Phillips SystemOne w/ Humidifier / DreamWear Nasal Cushion
Travel Unit (now currently daily driver during recall): ResMed Airmini / AirFit P10

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kbh209
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Re: Philips Respironics Recall V2.0 Questions and Answers

Post by kbh209 » Thu Sep 30, 2021 9:31 pm

Holocron wrote:
Thu Sep 30, 2021 3:46 pm
Grenin wrote:
Thu Sep 30, 2021 2:17 pm
It is quite the limbo to be in for a machine we depend on. If your planning to replace your machine on your own then this is probably not relevant to you.
Agreed and I'm in that limbo. Even if I replace it on my own (either out of pocket or via insurance which should cover a replacement at this point for me) there's a multi-month wait likely. I have already registered, but I that was only recently and seems like a 2 month wait at minimum from the anecdotal evidence.

Fortunately, I have an AirMini I use for travel, but that's not a good daily driver for long term use. Maybe it'll be fine for 2 months. IDK.
reach out to your insurance agency again, Medicare has an official stance that the recalled machines do need to be replaced. In theory, most insurance companies should hypothetically follow suit.
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kbh209
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Re: Philips Respironics Recall V2.0 Questions and Answers

Post by kbh209 » Sun Oct 03, 2021 11:34 pm

I got a call from the founder and manager of the local Durable Medical Equipment provider on Saturday. I pick up my DS2 tomorrow at 11 am at his office. I have to exchange for the recalled DS1. I'm wondering though what I should do with the old PR System 250 machine though.
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TonyG
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Location: Manitoba Canada

Re: Philips Respironics Recall V2.0 Questions and Answers

Post by TonyG » Mon Oct 04, 2021 1:43 pm

stunnerman wrote:
Tue Sep 28, 2021 6:38 pm
Curious, has anyone in Canada heard anything?? I registered early July and haven’t heard a thing. Also, those who have received a DS2, did they contact you prior to receiving the device or did it just show up?

Thanks!
I am in Canada and I did receive an email late August from Phillips acknowledging my registration in June and indicating that they were working on repairing/replacing machines with a timeline spread out over at least 12 months.