A real Lemon!

After reading all this.. I think I could do without my CFlex on my auto. What a PR disaster for respironics. My next machine I am trying is the PB 420E. I need a company that will stand behind their product.



[quote="chrisp"]

After all this I think I'll just avoid Respironics products altogether .

Sure glad I don't need c-flex.

:twis ted:

Respironics certainly made a mistake with this one as it is going to lose business from a lot of people over this, so it seems. I don't understand how at the expense of not keeping ONE customer happy, they will allow themselves to lose the business that they are going to. Obviously, they are big enough that they have lost that caring about every customer individually and just look at the overall picture. As long as their P & L Statement is high and well into the black, maybe that's all that counts. Too bad...for everyone.

Johnny,

If you are still monitoring this conversation could you please share warranty information from other companies? My guess is that they are all pretty much the same as Respironics.

I also own a Dell Computer that had problems and their solution was to replace faulty parts with refurbished parts. I didn't question this practice because it was made clear in the warranty information (that I read) what would happen. I own three Dell products and am still happy with them. So are lots and lots of other people. I own a RemStar Pro and am happy with it's performance and would not be surprised (if it needed repair) that refurbished parts would be used. I don't know about Respironics, but generally refurbished parts are all repaired and tested, unlike new parts which are commonly only randomly tested.

sthnreb,

I have every sympathy for you in this situation, no one likes to feel like they are being cheated. But I think that CPAP.com and Respironics will only be able to help you if you send the machine in for repair. IMHO expecting a new fully warranted machine is unreasonable. You are lucky that you have a back-up machine you can use in the meantime. In the same situation I would be without treatment while I waited for it's return. That is no ones fault but my own.

Lets make lemonade and move on...

Judi

Judi, You can make lemonade. I'm all for punitive damages for Sthnreb . Let them know that their will be repercussions for their actions or lack of. Did you think that perhaps they are aware of the inherrent defect in their product and wont accept responsibility . I smell product recall in the winds . They cant report problems to the FDA if they don't 'have any' .

Just another company that is ran by 'BEAN COUNTERS' . Customer service ? Its called voicemail to nowhere .

How do you spell BOYCOT !

My 420E sure works great . Even when filled with water

:twis ted:

Wow, so you think Dell computers are good? You must never read ratings? It is true they are well advertised. I build computers and wouldn't have their junk. Do you know the diffence in shared video memory and regular RAM? Shared is cheaper to build than the other. Which do you think Dell ops for? I have some ocean front property in New Orleans if you are interested. Packard Bell when they were in business in the US used new replacement parts. They didn't keep having you reformat either. If I bought an extended warranty and the item was replaced, they best refund the remaining part of the warranty fee if they expect me to pay for a new warranty. Otherwise, their warranty flips over to the new replacement item. In some items refurbished can even be better than new because of the extensive testing as you stated. But not always, it depends on the item.

OOPS got GUESTED. The BOYCOTT thread was mine. Don't want to be accused of being a guest poster on this one... I have nothing to hide as many already know my blunt views of things .... Remember.......

Follow the $$$$$$$$$$ it never lies .....

:twis ted:

Subtle, demure, unopinionated Chrisp? We would never think such a thing of you ( ). Looks like this thread has really brought out the emotion in everyone. And it seems everyone has a very strong stand for their side. For the life of me, I just will never see how after spending $1,566 or so for a brand new product that "craps out" on you within the first month, gets sent back for repair and still does it, how the consumer can be satisfied with accepting a rebuilt machine. The brand new one never worked right from day one. How about giving the man what he paid almost 2k for: A new WORKING machine???

And I don't agree that it's okay for Respironics to change their return policy after he purchased the machine and expect him to now have to go by the new and unimproved one, the one that doesn't benefit him, after he bought the machine when they offered something different. "Nope, we changed our minds and this works better for us, so we're making it retroactive for anyone who bought our product." WHAT???? Isn't that like shutting the barn door after the horse got out and then telling you it's okay? I don't think any of this is fair on Respironics part. They are definitely going to lose customers or prospective ones as a result of their, "We'll do whatever is best for the company" attitude without regard for the customer, one of which who is now going to either be out $2k or can accept a refurbished/rebuilt machine when that's not what he spent all that money on in the first place.

I say give them one last shot at repair. If it doesn't work, they MUST give him a brand new machine or refund his money entirely. If they want to save credibility in my eyes, that is the only option. Otherwise, welcome to corporate America where the only thing that counts to these corporations is their bottom line. Then you can keep the products they make as fas as I'm concenred. And to think this is a company that makes health-related products? Shame, shame, shame!!!!

Gotta weigh in on this one,

Give the man a NEW machine period!!!! He bought a new machine, and should have a new working machine. It is not a car, it is a machine to save a mans life for God's sake. Respironics and cpap.com should both be ashamed of themselves. Cpap.com, as the seller can and should, put pressure on Respironics to give him a new machine. They have contacts and should use them. Seems to me awhile back at the trade show, they were all cozy but now they are strangers? Bull.

Respironics policy to replace new with refurbished is ok if the machine had failed in say 6 months but in the 1st month and again now, not acceptable to me. Makes me wonder how many of the machines fail, that they have a supply of refurbished on hand to replace new ones with. Sounds like, in my opinion, that particular type machine has a problem and they know it.

I agree with Crisp, I will not buy any more Respironics products and will rethink my decision to set up my account with cpap.com.

Respironics and cpap.com, you should be ashamed!

All right I am dragging myself into this for a second. I do have sympathy for sthnreb and his problems with the machine. But I am not feeling at all "outraged" with cpap.com's handling of the problem and I am disappointed when I see people willing to forgo business with them.

First- Although Johnny has posted a few times in the thread, given the environment that cpap.com has created and my minor interactions with them to date, I firmly believe they have been working diligently to resolve the problem. Judging there level of customer service and dedication to solve the issue for their customer soley on the cpap.com responses in this thread does no justice to them whatsoever.

Second- We have no representative input from Respironics on this issue. I do not think it is unreasonable for them to try to repair the unit under their current warranty terms. Yes they had it once and sent it back to sthnreb. Although sthnreb's problem is the same (machine shutting down) that in no way proves they did not repair the original problem. We (on the forum) have NO way to diagnose the machine and say "AH HA! they replaced that gizmo and it broke again must be a systematic problem time to call the FDA and the lawyers!!!" It is entirely plausible that they fixed his unit and a different part failed or there is some other factor that is specific to sthnreb's environment. What if the problem ia a voltage fluctuation on his power system because his neighborhood because there is a flakey transformer in his neighborhood that acts up when 35 airconditioners are turned on at once? Yes you would hope the CPAP would be able to deal with that but who knows for sure. Do You? Giving Respironics one look at the machine and them turning them into the devil because the problem still exists seems a tad rash to me.


And third. well I have typed enough. I don't have a third, but It feels better to end on third than on first.



sthnreb- I do hope you are able to get this resolved to your satisfaction.

Grab,

Don't you think if it was a faulty transformer, more than just his machine would be affected? Also, I don't really think it matters if something else now went wrong with his machine. The bottom line is, he paid a fortune out of his own pocket for it and it seemed to malfunction and keep malfunctioning on him in the very initial period of using it. You don't like to pay almost $2k for something that would give the impression, at least IMHO, it is defective or made quite poorly as it keeps malfunctioning.

I hate to be in disagreement with you, but I think Respironics, as I've stated a couple of times, needs to make him a promise that they will try one last time to repair the situation and then if it keeps doing the same thing again, or anything else, for that matter, that causes a problem, toss that machine in either the junk pile or to-be-rebuilt-from-the-bottom-up pile and give this poor guy a new one. After all, that is what he spent all his money on, A NEW MACHINE!!! Was it his mistake to think it would function without problems? And if so, that Respironics would know how to fix it, not so that every couple of weeks or months, it needs repair again?

Sorry, but I say fix the machine he has once and for all or give the poor guy what he paid for, a brand new working machine.

Food for thought:

If you were Respironics would you "go the extra mile" for someone that was offering to give away illegal copies of your software?

IF you were cpac.com would you "go the extra mile" for someone that was offering to give away illegal copies of software that you sold on your site? On a forum you were providing?


viewtopic.php?t=2520

sthnreb wrote:No prescription needed for software. I have a copy if interested. You also need a reader. cpap has them as a set for $199

viewtopic.php?t=2535

sthnreb wrote:I can send a copy of software to you for postage, blank cd. You still need a reader.

I also agree with th, chrisp, mommaw,sleepless ec, etc! I want a company that stands behind thier products-PERIOD!!! when i find they do not take care of the customer be it me or someone else i stop doing business with them. that really is the only way to get the attention of a company etc. that gives you BS! So add me to the growing list OF BOYCOTTERS! I also like to do business with a supplier who will "TWIST ARMS)! this man should have a NEW MACHINE-PERIOD!!! A company such as what WillSucceed talked about in one of his posts is the way i would want to be treated!!!
steve,
ufo13

Steve,

You were guested in that last post, but glad to have you on board. I just can't understand what is going on, either. Very disconcerting. Just posted something this morning (a new thread) about a realization I've come to about Respironics "customer care."

Food for thought:

If you were Respironics would you "go the extra mile" for someone that was offering to give away illegal copies of your software?

IF you were cpac.com would you "go the extra mile" for someone that was offering to give away illegal copies of software that you sold on your site? On a forum you were providing?

Guest (you should really sign in and stand behind what you write),

What does that mean, that Respironics can just decide they don't want to honor a return policy that was in effect when he bought his machine and paid full retail asking price for it now? He paid almost $2k and bought it from an authorized retailer. Like my mother always taught me, "Two wrongs don't make a right," and you would hope the corporation would at least play fair. I don't think making excuses for them makes what they're doing okay.

Sthnreb can make any offer he wants to to anyone, regardless if he wants to be guilty of a crime by doing so if he follows through with his offer. That is HIS mistake IF he does it. But that doesn't negate the obligations of Respironics to uphold their end of the bargain. AND just offering to do something doesn't mean he did it.

_________________

CPAPopedia Keywords Contained In This Post (Click For Definition): respironics

Has anyone read the first few ads concerning the software? A match made in Hell? Encore Pro installation dissaster. I believe if you read the entire statement you would find it was for people unsure if the software would work for them. If so, it would be up to them to purchase it. If you spend $200 for the software and it doesn't work as noted in several posting here, I'm sure Cpap and Respironics will refund your money. (What a joke) Besides where do most go for support? It's not Respironics because they are no support. Cpap doesn't have the knownledge to support the software. But many of their users do by trial and error. There are thousands and thousands of post on here asking for help on all differnt subjects because they can't get it anywhere else. Doesn't that tell you something? I need to find me a business where I just sell and make the profit and have someone else do the service work costing me nothing.

I need to find me a business where I just sell and make the profit and have someone else do the service work costing me nothing.

Exactly. You should sign in and take credit for that one, "Guest."