Happy with CPAP.Com! (was: Upset with CPAP.com)

I don't see any issue with the posts. No need to beat it to death, but we do this with DMEs all of the time. Fair questions, hopefully useful information.

Please let us know how you are doing. If you aren't able to get a data capable machine and software, there may be people here who can help.

Good luck!
Michael

Maybe you could PM chazz46, and make a deal with him to sell him your software ect! Jim

Howdy,

I think this is a fair gripe. Here's the page being referenced: http://grab.by/4LbR. If I was a first time CPAP buyer, it would trip me up for sure.

Our redesign moved away from bundles and to a customization format. When we designed this section, we wanted to build more effective upsells and we thought the best way would be to show newbies what was available to make their rig more comfortable. We had very limited screen real estate to do so. Believe it or not, we spent a ton of time polishing these descriptions because we wanted to make it easy to shop and understand what was being offered. This didn't work out too well for the compliance software.

I've got a ticket in to update the wording. It may take longer than usual because our marketing team is heading to San Antonio for APSS 2010 early next week, but we will get it fixed. On the up side, we're spreading the word about CPAPtalk!

If I make you whole on the software are you willing to continue using the standard CPAP? If so, shoot me an email (johnny@cpap.com) and I'll get a return label out to you with orders to refund the purchase price of the software on receipt.

If you want an Auto + Software, that fix gets messy as any CPAP that's been used immediately loses 75% of its value (and you thought cars were bad...). In that case, call me at 832-413-2462 or email me with the rig you want to end up with and we'll work something out.

I know you are working with limited funds (who isn't these days) and needed this to "just work". I'm really sorry we couldn't make that happen on the first try. Give me another shot at it and we'll get you squared away.

Johnny

Definitely a legitimate gripe, but all in all CPAP.com is a fantastic site. I saved a lot of money and hassle by going through CPAP.com instead of messing around with local DME's.

Wow Johnny, very nice, and very fair of you!

I appreciate that you take such good care of your customers. I am impressed. I will do all I can continue to refer folks to cpap.com to reward such great customer service!

If she does want to switch machines to a data capable one, I'll contribute $5 - $10 via Paypal to help defray the cost.

Thank you.

Best,
Michael

Today I ordered some aroma therapy stuff for cpap and I got wonderful customer service. After I had clicked on the card I was using to purchase the item, it showed up as American Express. I couldn't find any where to edit it so gave them a call and got it all straightened out. They had found 2 orders and one was using my paypal acct. I told them I only wanted one, and I could not get into my paypal acct so I went with my card so she got it all straightened out and then she said it was being shipped today. So in just a little while I got an email saying it had been shipped and I can start tracking my item tomorrow to see when it is to arrive here. I was so thrilled to get great customer service. I definately will order from them again. I tried to order my item from pursleep, but they kept saying my email address doesn't exhist and I've had it for almost 2 years. And if it didn't exhist, then why did they send me a 10% off coupon??? Go figure. Sooo I went with cpap.com to order the product. Have a great day, Huggies, Fay

Way to go, Johnny! We knew you'd come thru w/some way to work something out!!!

Johnny, thank you for giving us the use of this forum and for always standing behind us 100%!

Thank you, Johnny! Wow, amazing you would be able to explain MY position to a bunch of people who weren't understanding my gripe against your company.

Goofproof, I read the page you linked to, I read the pages everyone linked to, but as I said, the page Johnny displayed appeared to offer me an upgrade that would ADD FUNCTIONALITY with $111 software.

Johnny, I'd be happy keeping the Standard CPAP. Now that I figured out the headgear, I got a great night's sleep last night. I'll email you.

Slinky wrote:Way to go, Johnny! We knew you'd come thru w/some way to work something out!!!

++1

> So why didn't I buy it?

Because you didn't do enough homework.

> How in the world was I supposed to know that the _Standard_ IntelliPAP with additional $111.00 software
> was only going to add on a PRINT feature from my computer?

By doing more homework.

I'm just telling you the truth. We've all been there. The difference is that we don't rip the supplier for our own mistakes.

I sympathize with you, actually. Because we've all gone through that beginner stage. The first thing that you have going against you is that you are tired, which makes it difficult to focus. The second is that you don't have experience or expertise with this specific kind of equipment. Third, related but different, is that people who are not "technologically inclined" can easily get overwhelmed by OSA's new (to them) terminology and the complex gear.

That means that it's all the more important to do your homework. And to not blame the supplier if you make a mistake. Here's a really important point: there are a _huge_ number of DMEs out there that are bad guys. cpap.com is not one of them.

In terms of trying to help you, let me try to explain that you made multiple mistakes, not just the "got the data part wrong" mistake. A careful reading of this forum will show you that the generally recommended advice is to get 1) an auto machine with 2) data. But as H. Ross Perot used to say, "The devil's in the details."

And as Woody Hayes (then football coach at Ohio State) used to say about throwing the football "Three things can happen and two of them are bad." This relates to xpap in the following way. Your Cpap pressure can be either too high or too low. Apap, "A" for auto, adjusts to what you need at the moment. That's a good thing.

The word "data" does not mean the exact same thing every time it is used. When used by different manufacturers it can mean different things. When used by the same manufacturer with regard to different machines it can mean different things. Details matter.

I commend you for coming to this forum to learn these things. In my expereince it's the best one around. (And, no, I have no relationship with cpap.com whatsoever, except for being a satisfied customer.) It looks to me that in your haste to get going with your treatment -- which is entirely understandable -- you just moved too quickly.

> if she had just said, "Sorry, we can't do a return on that item,
> but I can see how the wording of the order page was confusing

Here's the problem with that. (And I see jg's kind post offering help.) The problem is that there are _no words_ that will explain _100%_ of what _any and every person in the world_ needs to know to completely understand. That's simply not possible. Can it be improved? Possibly.

Here is an analogy. Costco was sued (a class action suit) by people who bought HD-capable TVs at Costco. (And isn't that the vast majority of them these days?) Some of those customers got home and found out that they couldn't get HD reception on their new TV! That was because they hadn't paid for the HD service from their cable provider! So what did those techologically challenged customers do? This is America, so of course they called a lawyer and sued! Unbelievable that they could do that. (There was a settlement.) So now you go into a Costco and the first thing you see in the TV department are signs that say "No HD reception without HD service".

The bottom line here is that data software can only read the kind of data that the machine sends it.

The bottom line here is that data software can only read the kind of data that the machine sends it.

Actually, the bottom line, and Johnny agrees, is that the next page implied that the software would add features.

Also, my prescription was for a CPAP, not an APAP.

sonyat wrote:

The bottom line here is that data software can only read the kind of data that the machine sends it.

Actually, the bottom line, and Johnny agrees, is that the next page implied that the software would add features.

Also, my prescription was for a CPAP, not an APAP.

A prescription for "CPAP" will also allow you to purchase an APAP at CPAP.COM.


Den

sonyat wrote: Also, my prescription was for a CPAP, not an APAP.

Some CPAP's do provide full data, the low end products just provide AIR. The AIR part is fine, if you get the correct setting you need, basically all you need is enough trapped pressure to hold your airway open, and enough air volume to keep your O2 levels normal, Clean AIr is nice too, as it moist for some people. The APAP just gives us more options for treatment and also can be turned off if needed. Jim

It pays to compare specs of the products when making any purchase, there aren't many Johnny's out there in the market place, and that's our loss.

When in doubt......check it out.....

https://www.cpap.com/cpap-faq/Prescript ... purchasing

What does an APAP prescription need to say?

* Contains one of the following words or phrases "APAP", "AutoPAP", "AutoSet", "Auto CPAP", "Auto Adjusting CPAP", "Self Adjusting CPAP", "CPAP" or "Continuous Positive Airway Pressure" or similar term.
* Contains your physician's contact information
* Contains your physician's signature
* Contains the patient's full name
* Contains your pressure range (Optional, Not Required)
o Example: 4-20 CM/H20
o Example: 4-20
o Example: 6-18 CM/H2O
o Example: 6-18

CPAP prescriptions are accepted for Auto Adjusting (APAP) Machines.


Den