Respironics

dsm · Post by **dsm** » Wed Aug 31, 2005 9:11 pm

Sleepless on LI wrote:DSM,
<snip>

Lori, good post

Yes it is time for us to settle down

DSM

PS did u get your Dremel ? (my wife wrecked mind doing her jewelry work )

Sleepless on LI · Post by **Sleepless on LI** » Wed Aug 31, 2005 9:26 pm

PS did u get your Dremel ? (my wife wrecked mind doing her jewelry work )

DSM, thanks for the kind words. Appreciated.

It wasn't me who needed the dremmel. I just helped heretolearn find one that didn't break the bank to get. I already have one (or my husband does) which I enjoyed using when I tried to make the Oracle no mouth-breathe mouthpiece. It made me want to find more uses for it. It's quite an interesting little "toy."

felineperson3 · Post by **felineperson3** » Wed Aug 31, 2005 9:42 pm

I'm not really wanting to get involved in a "no-win debate", so I am only stating that when I ordered my Encore Pro software their statement was included there that Cpap did not offer support for the software and I did appreciate the fact they were at least up-front about it at the time of purchase.

Sleepless on LI · Post by **Sleepless on LI** » Wed Aug 31, 2005 9:48 pm

and I did appreciate the fact they were at least up-front about it at the time of purchase.

Point well taken. It's just unusual that a company who manufacturers and sells a computer program would not offer support to only a particular group of "special" people and not everyone. But you are totally right that they tell you up front that they will not be helping you once you buy it.

sthnreb · Post by **sthnreb** » Wed Aug 31, 2005 10:18 pm

I have to post again and I am beginning not to want to. Cpap has a disclaimer when you buy the software stating they do not have support for it. I just received an email directly from Respironics concerning support. It states:

"We provide support to home care dealers using the software. Call 800-345-6443 for assistance.

Regards,

Service@Respironics.com"

In regards to the software, you are on your own. You can get some support from other users on this forum, but don't expect it from Respironics. There are quite a few people on here that are smart with the software.

Sleepless on LI · Post by **Sleepless on LI** » Thu Sep 01, 2005 6:01 am

There are quite a few people on here that are smart with the software.

And thank goodness for that and their willingness to help.

And to think a "Guest" posted somethig about that Respironics should not want to help you because you offered a free copy of your software to someone else, which would be a crime. With the lack of support you get from the people who took your money, isn't that like a crime, too???

See, here I go again. I think I'm going to stop reading anything to do with the "R" word. And to think I posted this thread yesterday myself...what was I thinking?

derek · Post by **derek** » Thu Sep 01, 2005 6:30 am

While I was developing MyEncore I contacted Respironics, and as a result I had a conference call with the Product Manager for Encore Pro and two of the software engineers. I had given them the link to a beta version of MyEncore, because I wanted to make sure there would not be any repercussions when I released it.

We had a very friendly conversation. The Product Manager said he would review MyEncore with management and let me know if they had a problem with my distribution of MyEncore - I did not hear back from them.

During the conversation I raised the issue of user access to therapy details, and questionned why they did not produce an "Encore Lite" that was specifically directed at end-users. He said that they had discussed it internally, but it is way down on their list of priorities. I really don't understand that, because I know that being able to analyze my data has led to a huge improvement in my therapy, and improved compliance, and I know that is true for others as well. I truly believe that, from a business point of view, the manufacturers could gain a real competitive edge through improved customer support.

Sleepless on LI · Post by **Sleepless on LI** » Thu Sep 01, 2005 6:53 am

Derek,
What can we all do to make that more of a priority to them? Any ideas if we can band together and make it happen?

Thanks for the info. Very interesting.

johnnygoodman · Post by **johnnygoodman** » Thu Sep 01, 2005 7:57 am

Greetings,

A must read post that explains why software works the way it does in todays online CPAP market is available here:

viewtopic.php?t=4433

Johnny

Sleepless on LI · Post by **Sleepless on LI** » Thu Sep 01, 2005 8:02 am

All right, now I'm done. No matter what gets posted on this topic in the future, I cannot be sucked into giving any replies. I won't let myself anymore. I keep saying it's over, but it is now no matter what. I can keep coming up with answers to everything and why it still bothers me, but it's of no use, gets me, or anyone else, nowhere and I have to walk away. That's the noise of the door slamming behind me as I just left...on to more pleasant and helpful topics.

(I feel better already...)

Sergeant Bob · Post by **Sergeant Bob** » Fri Sep 02, 2005 2:54 am

Derek,
What can we all do to make that more of a priority to them? Any ideas if we can band together and make it happen?

What we can do as individuals is tell these companies what we want. And tell them again, and again.
If enough people bother them, eventually they'll have to get it through their corporate brains that if enough people want it, they can make money on it.
Supply and demand. If the demand is high enough, they will suply it.

WAFlowers · Post by **WAFlowers** » Fri Sep 02, 2005 8:08 am

The most effective way to tell a company (any company) anything and get them to notice it is the old fashioned way; write a letter on paper and post it. Some (many?) companies give weightings to communications, with the lowest weighting given to email, higher to a phone call and highest to a written letter.

If you want to be really effective research the ownership of the company and send the letter to the president, CEO, whatever and cc customer service, VP sales, VP marketing, etc. That is, send multiple copies. Attach a cover saying this is a copy of a letter you sent to the president (or whomever) to each of the copies.

There's no guarentee that this will get attention, but it is your best bet. Unless you happen to play golf or tennis with someone highly placed in the company, that is.

derek · Post by **derek** » Fri Sep 02, 2005 8:55 am

I think that we on this forum probably need to realize that we a a tiny (miniscule) sub-population of the total xPAP users, and that although we consider ourselves "enlightend", and want to optimize our therapy, the vast majority of xPAP users are prepared to use their machines as prescribed, and have no interest in playing with the settings.

I have no idea how many end-users have purchased Encore Pro, but I bet it is a very small fraction.

Sleepless on LI · Post by **Sleepless on LI** » Fri Sep 02, 2005 9:31 am

Derek,
I think part of the problem is that the vast majority of xpap users don't even know this site, or sites like this, exist. I think it should be mandatory that information be given to patients at their sleep studies with the names and web addresses of various sites like these that a patient can access and obtain information from. I truly believe that a lot of people are totally unaware. I happened to stumble on cpap.com while researching machines, etc. before my sleep study results were being faxed over to my doctor, during that phase, and the writing of the prescription and getting it to the DME. I thank God that I did. However, I'm sure there are many people out there who, if made aware of the existence of such sites, would frequent them as we do.

Wulfman · Post by **Wulfman** » Fri Sep 02, 2005 9:58 am

Lori,

One of the problems is that most of the sleep docs and DME's don't realize that these sites exist, either. AND, if they do/did, they wouldn't want us to get too much information about our therapy......that would be taking money our of THEIR pockets......just like some of us are doing now.

Derek hit the "nail on the head" with his post. I'd be willing to venture that most CPAP users couldn't even tell you what brand and model of machine they're using......and maybe the same with their masks. They were just handed this stuff by their DME and told to use it. Furthermore, from what I've read, many users give up on their therapy after a short time and consequently many of the machines are probably sitting in closets all over the country.

I'd be willing to add to Derek's statement about Encore Pro.....in that there are probably a VERY small minority of DME's and sleep docs that have purchased that program, too. Why would they when they're "pushing" machines that don't even have the data collection features? $$$
It would REALLY be interesting to know how many copies of Encore Pro (this also goes for other manufacturers and their specific software) have been sold and where they went.

Den

Machine

Additional Comments: Resmed AirCurve 10 VAuto BiLevel with HumidAir