NOT Singing the DME Blues

For the last few weeks the OFF button on my Respironics M Series Pro of 22 months has been iffy. A few times I had to unplug it to turn it off. Remembering reading on here that someone's machine woes started with that button, I figured I'd better not wait for more trouble. Again, I had read on here something about 2 year warranties on machines, so I was hoping I wasn't stuck with this machine.

The lady I spoke with at the DME was both pleasant and helpful, and said that this button is known to be prone to having trouble, and they'd replace the machine. Asked her if it was going to be of comparable age/use, and she wasn't sure at that moment which actual machine it would be. I explained that if there is a 2 year warranty on these machines, I was concerned that one with greater usage was more likely to develop the same problem but be out of warranty. Her reply, "Oh, don't worry about that. We wouldn't leave you without a machine whether it was under warranty or not." She then said she could have a machine brought to me the next day.

I clarified that it would be a Pro and not a Plus. Screeeeech. The file didn't show I was upgraded to a Pro. None readily available, but they'd be glad to bring me a Plus to use until they found one, which I didn't need because my machine did still work. Took several days to get the Pro, but upon delivery I was pleasantly surprised it looked brand new and had only 78 blower hours on it.

No jumping thru hoops. No hassles. No down time. NO MONEY. Yippee!!! To be honest, I half expected to be stalled till the 2 years had passed. Just want to be as willing to commend as to complain. And thought the info about the on/off button might be useful to someone else.

Kathy

Glad you got good service!!

Thanks for the info on that button! If any of us experience that, at least we know that it's a possible problem and how to, at least temporarily, "fix" it.

Kathy, what a good DME story. Sounds like they're trying to do right for you! Thanks for the interesting post.

O'm'gawd!!! Be still my heart!! A good local DME experience!

Thanks for sharing, KT, its always good to hear of a good experience w/our local DME suppliers.

Hi Kathy
I find it encouraging when I read about a positive experience with their DME.

My initial experience with my DME was pure negativity - but it has changed. The owner of the DME owns quite a few DMEs.
Some were thriving, others were losing customers. My DME was in that category. I complained to my Doctor - I can't remember now if the doctor called the DME or if it was his feisty nurse - but the most amazing thing happened. The owner found out several people had complained. He organanized a focus group, and I was included. He was open to hearing my complaints, and that Branch DME changed dramatically.

I don't know the dynamics behind the meeting - I do know the atmosphere is now welcoming, and it makes it a pleasant experience to go there. Just as your exchange worked out well for you.
Jan

Thank you for posting the positive DME post. It gives me and others hope. My interaction with my DME did not go well until a called THE NUMBER!!! On the back of my machine was the number of the DME area manager. It stated to call the number if I was dissatisfied with the service. He really went out of his way to help me get what I desired.

Hooray! There are hopes out there....

(O'course, we gotta realize that most of the time, people who are happy DON'T speak up, so we tend to see a disproprotionate number of complaints...)

Good for you! Hope all is going well for you. Great DME.