CPAPtalk.com

Maybe it's easier to find fault than dial a 1-800 number. Jim

johnnygoodman wrote:Howdy All,

This complaint is true. We blew it.

1. The email was never transferred. The CSR who got this email filed it away in their own box expecting to hand it over to the manager, whose shift changed. This CSR has been kicking butt for years, picked this email out of the stream and missed the hand off. Our mistake.

2. The CD we shipped was brand new in original packaging and also completely blank -- as was the last one we have in stock when we tested it this afternoon. Covidien is back ordered without an expected date. We're now scrambling to find one some where else.

We have emailed back a reply. The customer can get their money back or wait and see if we can get a copy to send out.

We've very sorry this happened. It is not our intention nor our regular practice to not respond to emails. We value the business and want to keep it. We are working to make this right.

Johnny

How many businesses do you know who when confronted with a mistake just come out and admit an error? No one likes to be on the receiving end, of course, but I gotta tell ya, Johnny, I admire the hell out of you for just coming out and admitting it, and trying to make the situation right. I can't tell you how many times in my life I've been lied to by companies trying to cover up errors which just makes me even madder and more upset.

My first post on the subject here stated "I emailed them at cpap@cpap.com a couple of days ago with a time-sensitive request . . . " To those who suggest I phone them now there is no point given my request was time-sensitive and, in fact, I emailed them rather than called them in the first place because owing to time differences and so forth it would not have been possible to call them timely.

Yes, I do find fault with a company that ignores its emails, ignores a post here that says it ignored my email (a post it obviously read since its rep subsequently posted in this thread) and as the original poster on this thread here noted has poor customer service notwithstanding its incomprehensible excuse for its failure to respond to the original poster's SERIES of emails.

No, it's not worth my time to call them solely to ask for an apology. It is better to let others know to be careful with them.

Hey Jay this is our forum provided by them. They only put it up they don't monitor all of it.

If it was time sensative pick up the phone and call. I don't know anyone who would send an email for something that is time sensative. Just about any email sent requires at least a 24 hour turn around. Maybe they didn't answer your email because by the time they got around to it, it was too late. Most businesses I have dealt with say please allow 24-72 hours for them to answer my email. So I call if I have something time sensative, and I am not a rocket scientist!

It probably would have been quicker to make a phone call in the first place.

Gerry

GerryK: I only brought this matter up in this thread because the thread-starter had a similar experience, and when two people have the same negative experience with a business in one week, it is worth commenting on.

You did note I wrote in my last post that it would not have been possible to telephone them timely, didn't you? I assume you also know CPAP.com only answers their phone during their normal business hours? Yet you post here that I should have telephoned them instead of emailed them. This is not productive.

Yes, I know they may not have read their email in time (unlike another business I sent a similar request to on the same day, who responded appropriately and timely). If cpap.com did not open the email timely, they could have and should have responded they didn't get it in time; that is called courtesy and is a minimum that I ask for from businesses I purchase from.

And although you state they do not monitor this thread, Johnnygoodman from cpap.com by virtue of the fact he posted here after I raised my complaint shows that at least in this case, they did monitor (or read) my initial post raising the issue, which he ignored just as his company ignored my email.

Those who might be somehow offended that I essentially commented that I had the same problem with lack of responsiveness from cpap.com as did the thread-starter should just accept that I have a legitimate point of view on this whether you ultimately agree with it or not. And I really don't need any more suggestions as to what I shoulda coulda done.

Hmmmm, why would you call when you know they aren't open? If I had something I needed answered, I would call when the business is open.
I have needed answers from companies in a timely manner and I did not email them or say that they would not have answered when I called cause they weren't open, I would have called when they were open.

I guess I missed something.

I guess we can agree you certainly did miss some things.