Just Received Two Replacement DS1s via Recall - Has Anyone Else Received DS1s Instead of DS2s? New or Refurbished?

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Lane101
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Just Received Two Replacement DS1s via Recall - Has Anyone Else Received DS1s Instead of DS2s? New or Refurbished?

Post by Lane101 » Fri Jan 06, 2023 7:35 pm

Hi, After registering 18 months ago Philips just sent me two Dreamstation 1's to replace my recalled units. They appear to be newly manufactured units with November, 2022 production dates. When I called Philips to confirm if these were new or refurbished they confirmed that they were new units. Note that they just sent the core APAP unit without anything else with instructions to use the accessories from my recalled units. This includes power cords, humidifiers and even the SD card. For background my two DS1's were newer units purchased in 2020 and still under warranty at the time of the recall. Back in 2021 I communicated a preference for replacement DS1 units and noted that I would refuse anything that was refurbished. If they honored my request I tip my hat to them though it's hard to tell if that is the case or this is just luck of the draw.

A few of questions:

1) Has anyone else been sent replacement DS1s instead of DS2s? Have only seen posts from those receiving DS2s as replacements.
2) If you did receive a DS1 was it a new unite or refurbished?
3) If refurbished how was it marked as such? Per the Philips FAQ refurbished units are supposed to have a certified sticker on them.
4) For both new and refurbished units is Philips reinstating the 2 year warranty?

FYI Philips did not send any notification until today regarding the incoming machines. When I clicked on the link and looked at FedEx tracking they were already noted as out for delivery and an hour later were left on my doorstep without any additional notification. Back in November when we finally resolved repeated requests to resubmit the same valid prescription the communicated an expected delivery after February 10th.

It will be interesting to see if these actually have my correct prescription information after all the hoop Philips required to accept my valid standing prescription from 2019. Still going through those loops for my third older System One replacement where they requesting a separate submission of the same prescription, that they already have, that is valid for multiple units.

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Re: Just Received Two Replacement DS1s via Recall - Has Anyone Else Received DS1s Instead of DS2s? New or Refurbished?

Post by tbeb » Mon Jan 09, 2023 5:10 pm

Lane101 wrote:
Fri Jan 06, 2023 7:35 pm
Hi, After registering 18 months ago Philips just sent me two Dreamstation 1's to replace my recalled units. They appear to be newly manufactured units with November, 2022 production dates. When I called Philips to confirm if these were new or refurbished they confirmed that they were new units. Note that they just sent the core APAP unit without anything else with instructions to use the accessories from my recalled units. This includes power cords, humidifiers and even the SD card. For background my two DS1's were newer units purchased in 2020 and still under warranty at the time of the recall. Back in 2021 I communicated a preference for replacement DS1 units and noted that I would refuse anything that was refurbished. If they honored my request I tip my hat to them though it's hard to tell if that is the case or this is just luck of the draw.

A few of questions:

1) Has anyone else been sent replacement DS1s instead of DS2s? Have only seen posts from those receiving DS2s as replacements.
2) If you did receive a DS1 was it a new unite or refurbished?
3) If refurbished how was it marked as such? Per the Philips FAQ refurbished units are supposed to have a certified sticker on them.
4) For both new and refurbished units is Philips reinstating the 2 year warranty?

FYI Philips did not send any notification until today regarding the incoming machines. When I clicked on the link and looked at FedEx tracking they were already noted as out for delivery and an hour later were left on my doorstep without any additional notification. Back in November when we finally resolved repeated requests to resubmit the same valid prescription the communicated an expected delivery after February 10th.

It will be interesting to see if these actually have my correct prescription information after all the hoop Philips required to accept my valid standing prescription from 2019. Still going through those loops for my third older System One replacement where they requesting a separate submission of the same prescription, that they already have, that is valid for multiple units.
My replacement is a DS1. I'm not sure if it is new or refurbished. There isn't a certified sticker on it. Nameplate on bottom of device says REP DreamStationAutoCPAP DOM, 2021-07-20. I don't know if Philips is reinstating the 2 year warranty.
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SakimaStorm
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Re: Just Received Two Replacement DS1s via Recall - Has Anyone Else Received DS1s Instead of DS2s? New or Refurbished?

Post by SakimaStorm » Mon Jan 09, 2023 7:08 pm

I received my replacement, a new DS 2, 18 months after filing for it. During that time my doctor changed me over to a Bi-Level so I had to purchase that out of pocket. Selling the replacement Philips DS2.

A neighbor got her replacement, also a brand new DS 2 about 2 months after she filed for it. She loves it.

Another neighbor got a DS 1 with a mid 2021 date on it so she assumed it was new.

Another friend got his replacement, a refurbished DS 1 about a year after filing. His original had a lot of miles on it so he wasn't surprised he got a refurb. It's working fine from what he says.

I can't figure out the logic behind the replacements. Maybe there isn't any.

ps - as far as I know, all machines came with the correct Rx programmed into them.

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Lane101
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Re: Just Received Two Replacement DS1s via Recall - Has Anyone Else Received DS1s Instead of DS2s? New or Refurbished?

Post by Lane101 » Tue Jan 10, 2023 4:32 pm

SakimaStorm wrote:
Mon Jan 09, 2023 7:08 pm
I received my replacement, a new DS 2, 18 months after filing for it. During that time my doctor changed me over to a Bi-Level so I had to purchase that out of pocket. Selling the replacement Philips DS2.

A neighbor got her replacement, also a brand new DS 2 about 2 months after she filed for it. She loves it.

Another neighbor got a DS 1 with a mid 2021 date on it so she assumed it was new.

Another friend got his replacement, a refurbished DS 1 about a year after filing. His original had a lot of miles on it so he wasn't surprised he got a refurb. It's working fine from what he says.

I can't figure out the logic behind the replacements. Maybe there isn't any.

ps - as far as I know, all machines came with the correct Rx programmed into them.
Hi Sakima, thank you for sharing. Regarding your neighbor who received a refurbished DS1 unit how was the unit marked to indicate that it was refurbished? Also did it have the original serial number tag with original manufacturing date (and what was the date versus receipt of the unit)? Per the Philips web site refurbished DS1's are supposed to have a "Certified" label on them. Since refurbishment restarts the two year warranty there should be a date on the "Certified" label. Would think that a refurbished unit would still have it's original serial number/manufacturing date label since medical devices are assigned a unique serial number.

I'm trying to understand what Philips is doing to confirm that what they sent me as a new unit is really new and not an older refurbished unit with a new serial number on it. While the representative I called at Philips stated the DS1 units sent to me are new the printed materials did not. Those materials only referred to what was sent as my "replacement device". Would have higher confidence if the written materials affirmed that this was a new unit.

You are right that Philips is not effectively communicating the reasoning behind its replacement strategy regarding who gets a new DS2, new DS1 or refurbished DS1. Seems like folks with older models like System One and those prioritized for early replacement received new Dreamstation Two machines. Unclear what the rest of the strategy is and if I received two new DS1s per my request (made well over a year ago) or just luck of the draw. Also some logic in replacing newer DS1s with a new DS1 since they can just ship the core unit and not have to replace any accessories such as what is still a relatively new humidifier.

Regarding my Rx, after forcing me through hoops to repeatedly get them my prescription and access to Dreammapper data, the first replacement unit was configured as a CPAP at a fixed pressure. None of my current settings were configured. Not a big deal as I'm familiar with the provider menus and was able reset it to my APAP settings easily. Once I run it for 2-3 weeks and confirm it's algorithms are doing what they need to do (so far so good) I'll get to the second machine. Will be interesting to see if it is configured the same way.

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Re: Just Received Two Replacement DS1s via Recall - Has Anyone Else Received DS1s Instead of DS2s? New or Refurbished?

Post by SakimaStorm » Tue Jan 10, 2023 5:13 pm

I don't remember the exact details but he told me there was a sticker on the unit and when he called he was told it was a refurbished unit. He was pretty disgusted with the way Philips handled the situation and even though the replacement seemed to be working fine, he ended up selling it and buying a ResMed. Paid top dollar of course as all PAP devices went up in price due to the shortage.

Sorry to hear they didn't program your replacement correctly. After all the hassle of getting your Rx to them, they should have made sure the replacement machines had the correct Rx. I have to wonder how many people got replacements with the wrong Rx? And using a machine with the wrong Rx could cause serious health issues, and make the company liable for damages.

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Re: Just Received Two Replacement DS1s via Recall - Has Anyone Else Received DS1s Instead of DS2s? New or Refurbished?

Post by Lane101 » Tue Jan 10, 2023 8:51 pm

SakimaStorm wrote:
Tue Jan 10, 2023 5:13 pm
I don't remember the exact details but he told me there was a sticker on the unit and when he called he was told it was a refurbished unit. He was pretty disgusted with the way Philips handled the situation and even though the replacement seemed to be working fine, he ended up selling it and buying a ResMed. Paid top dollar of course as all PAP devices went up in price due to the shortage.

Sorry to hear they didn't program your replacement correctly. After all the hassle of getting your Rx to them, they should have made sure the replacement machines had the correct Rx. I have to wonder how many people got replacements with the wrong Rx? And using a machine with the wrong Rx could cause serious health issues, and make the company liable for damages.
Thank you for the additional information. Makes it more likely that my replacement units are indeed new ones.

Inputting the correct Rx into my machine is no big deal. The real issue is that Phillips is forcing people through all these hoops as what may be part of the classic playbook to reduce the number of recalls they have to fulfill since a percentage of people with drop out with each hurdle. For my older System One unit they are doing the same thing. When I called them to note that they already have my prescription the response was that the System Ones are being handled by a different group of people so I have to submit the same prescription, to the same recall email address noting that it's for the System One machine with the machines serial number. Additionally, the only way Philips accepted my prescription for my Dreamstations was via a secure Zix encrypted email account that they sent me for those units. They promised to send me a similar Zix link for the System One and never did. Luckily I still had access via what I did for the Dreamstations and uploaded.

The above combined with the recent offer of $25 if I was willing to forgo a replacement for my System One makes it appear they are trying to minimize recall replacements of these older machines.

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Re: Just Received Two Replacement DS1s via Recall - Has Anyone Else Received DS1s Instead of DS2s? New or Refurbished?

Post by chunkyfrog » Tue Jan 10, 2023 9:10 pm

I was under the impression that respironics was only replacing one unit per patient.
One too many!
They should have been issuing REFUNDS from day one!

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Re: Just Received Two Replacement DS1s via Recall - Has Anyone Else Received DS1s Instead of DS2s? New or Refurbished?

Post by Lane101 » Tue Jan 10, 2023 9:52 pm

chunkyfrog wrote:
Tue Jan 10, 2023 9:10 pm
I was under the impression that respironics was only replacing one unit per patient.
One too many!
They should have been issuing REFUNDS from day one!
No, the recall covers all eligible units. They just need to be registered separately. My two DS1s were replaced in the same shipment. Refunds would make sense if they bore a reasonable relationship to the actual cost of the units versus a token $25. In other countries they are refunding the actual purchase price.

I was somewhat lucky with the timing of the recall. My Dr. had just moved me from CPAP to APAP 18 months earlier just after, of course, I replaced really old CPAP equipment with a new Devillbis Intellipap for home and Apex XT fit for travel. Hard to believe, with current machine prices, these only cost $275 and $160 as recently as 2018/2019. Shifted the System One to convenient battery use while camping. Since it turns out my AHI under CPAP is little different from APAP my Dr. agreed with a switch back to my still relatively new CPAPs that I've been using since the recall given the challenges in availability of replacement APAP units.

With the consolidation within the industry and shift from CPAP to APAP I suspect the days of the $200 machine are over. I do give some credit to CPAP.com though as they recently offered ResMed Airsense 10 machines for $449 that was not much different then the roughly $400 and $350 I paid for my two DS1's all with humidifiers prior to the recall/pandemic.

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Re: Just Received Two Replacement DS1s via Recall - Has Anyone Else Received DS1s Instead of DS2s? New or Refurbished?

Post by ejbpesca » Thu Jan 12, 2023 3:17 pm

Replacement was choice for as opposed to payment for returning my Philips CPAP. Can you tell me how long I can expect to wait for the replacement?

It was first claimed during telephone conversation registration that my only option was a payment for returning the unit due to its age. I told the rep that I wanted replacement regardless of the age of the unit. The rep said I could take that up via the online recall site now that I was registered. I selected replacement. The site reiterated that the unit was off warranty and over its 5 years suggested service life therefore no replacement but then offered a selection for replacement. Confusing.

The last automated message online read that I would be contacted by email to give the status of my request for replacement. No email has come, and the Philips recall site offers no update, or indication if replacement has been approved. How long did it take to get your replacements?

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Re: Just Received Two Replacement DS1s via Recall - Has Anyone Else Received DS1s Instead of DS2s? New or Refurbished?

Post by jas32 » Thu Jan 12, 2023 6:07 pm

In June 2021 and Sept 2021 I registered my DS1 and Sys One respectively. In early Dec 2022 I received a DS2 to replace my Sys One and a week later a brand new (Nov 22 build date) DS1 to replace my old DS1. I immediately returned both recalled units.

I believe refurbished units are identified as such with a sticker at the bottom. No idea on the warranty, both my old units would have been way over 5 years old by now so that is not an issue to me since I'm ahead.

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Re: Just Received Two Replacement DS1s via Recall - Has Anyone Else Received DS1s Instead of DS2s? New or Refurbished?

Post by Lane101 » Thu Jan 12, 2023 9:57 pm

ejbpesca wrote:
Thu Jan 12, 2023 3:17 pm
Replacement was choice for as opposed to payment for returning my Philips CPAP. Can you tell me how long I can expect to wait for the replacement?

It was first claimed during telephone conversation registration that my only option was a payment for returning the unit due to its age. I told the rep that I wanted replacement regardless of the age of the unit. The rep said I could take that up via the online recall site now that I was registered. I selected replacement. The site reiterated that the unit was off warranty and over its 5 years suggested service life therefore no replacement but then offered a selection for replacement. Confusing.

The last automated message online read that I would be contacted by email to give the status of my request for replacement. No email has come, and the Philips recall site offers no update, or indication if replacement has been approved. How long did it take to get your replacements?
I registered all three of my recalled units including two new DS1s and an older System One from 2014 in June of 2021. Just received the replacement DS1s a few days ago per my original post. System One is still in que. For all of these regular follow up was needed to upload my valid prescription, force escalation when the Philips system kept asking for the same prescription again and again. Did get an email asking if I'd take $25 in lieu of a System One replacement that I responded to requesting a replacement. Just got off the phone today regarding the System One where they finally acknowledged that they now have everything needed to replace the System One.

P.S. I've heard the "no replacement for units over 5 years old" from others. Sounds like this is typically coming from DMEs versus Philips. Never got any message like that from Philips. Suspect some DMEs are just refusing to handle the older units and giving out misleading information as a result. In fact the official recall notification states "Philips recalled the following devices made between 2009 and April 26, 2021:" Bottom line is older units are included in the recall. Are others seeing the same thing?

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Re: Just Received Two Replacement DS1s via Recall - Has Anyone Else Received DS1s Instead of DS2s? New or Refurbished?

Post by ejbpesca » Fri Jan 13, 2023 10:20 am

I am dealing only with Philips not a DME. The statement about no replacement for off warranty, older than 5 year old machines was said to me by a Philips rep. and appears in text at the Philips recall site yet the choice to get return payment or a replacement was made at the end of the online filing process. No email has been sent to me concerning the status of my claim. Philips has gone silent even though my machine is recognized and registered as one for recall.

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Re: Just Received Two Replacement DS1s via Recall - Has Anyone Else Received DS1s Instead of DS2s? New or Refurbished?

Post by Lane101 » Fri Jan 13, 2023 3:17 pm

ejbpesca wrote:
Fri Jan 13, 2023 10:20 am
I am dealing only with Philips not a DME. The statement about no replacement for off warranty, older than 5 year old machines was said to me by a Philips rep. and appears in text at the Philips recall site yet the choice to get return payment or a replacement was made at the end of the online filing process. No email has been sent to me concerning the status of my claim. Philips has gone silent even though my machine is recognized and registered as one for recall.
Hi please post a link to the Philips web page where you saw this. There is some confusion here. Many of us, including myself, have machines more than five years old and while we were given an option of a cash payment, have been told we are eligible for replacement units. Again, you should be able to upload the serial number of your machine to the Philips patient portal to check on the status of your claim.

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Re: Just Received Two Replacement DS1s via Recall - Has Anyone Else Received DS1s Instead of DS2s? New or Refurbished?

Post by Deborah K. » Fri Jan 13, 2023 7:01 pm

I received a refurbished DS1 about six months ago. My husband received a brand-new DS1 about a year ago. His is a bilevel.

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Re: Just Received Two Replacement DS1s via Recall - Has Anyone Else Received DS1s Instead of DS2s? New or Refurbished?

Post by jtravel » Sat Jan 14, 2023 5:58 am

System one is covered by the recall. The 5 year product lifespan statement from philips referred to the fact system one was no longer manufactured and would be replaced with a DS1 or DS2
Philips has added more hoops to jump thru and now want a recent prescription from my doctor before replacement. My System one was 4 years old when the recall started and I need it replaced. At the sametime I can understand why philips does not want to send replacements out for all the old unused systems one machines that many be sitting around collecting Dust. Most insurance covered machines are replaced every 5 years so many have moved on from the system one. My resmed auto 10 died last month and i have been using my system one again. I check for foam in the humidifier tank each morning but have not found any so far. I'm finding I actually like My Retro looking system one and it treats my Sleep Apnea as well as my broken resmed did. It also has the feel of a heavy duty quality built
machine to me.

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