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

That was very generous of Johnny. Doing a good thing when you don't have to do it is a higher good.

Sonyat, it was an honest mistake you made, and a lot of people are blaming you for being tired, uninformed, and not doing enough "homework". Anyone who knows me knows that I research things to the 9th degree, yet I knew nothing and researched nothing before I got saddled with my first CPAP. Still, IMO, it would be ungrateful for you to keep pointing out that it wasn't your fault. Allow Johnny to feel generous about what he did.

> Goofproof, _I read the page_ you linked to, I read the pages everyone linked to

Goofproof's link displays a very simple table.

It shows that the Auto model generates _ten (10) reports_ that the Standard model -- the one that you bought -- does not generate.

> but as I said, the page Johnny displayed appeared to offer me an upgrade that would ADD FUNCTIONALITY

From the manufacturer's (DeVilbiss) webpage. (Each "SmartCode" can creat multiple "reports".)

"* Reports Generated with IntelliPAP Standard
The intelliPAP Standard CPAP generates _two_ SmartCodes. The first code contains 1-, 7-, 30- and 90-day usage plus Adherence Score. This includes % of days at least four hours use, day count, days of at least four hours of use, and average while breathing hours per day. The second code generated is SmartCode Usage, which provides cumulative data since the start of therapy for the same type of data.

* Reports Generated with IntelliPAP AutoAdjust
The intelliPAP AutoAdjust generates _five_ SmartCodes. The codes provide summary data for 1-, 7-, 30- or 90-day usage plus Adherence Score. The data includes % of days of at least four hours of use, day count, days with at least four hours of use, and average while breathing hours per day. The fifth code is SmartCode Usage.

Also provided are 90th and 95th percentile pressure, apnea/hypopnea index, pressure plateau time, high leak flow time, exhale puff and non-responding event index."
[Note that this line does not appear in the description of the Standard model.]

You did look at the manufacturer's webpage before you bought the product, didn't you?

> but as I said, the page Johnny displayed _appeared_ to offer me an upgrade that would ADD FUNCTIONALITY

That's the "Costco syndrome". Blame it on someone else.

> the next page implied that the software would _add features_.

_Exactly_ what features would that be?

> the next page _implied_ that the software would add features.

No, the next page did _not_ "imply".
["imply: to signify or mean"]

You inferred.
["infer: to guess, speculate, surmise"]

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

That was precisely my point.
("the generally recommended advice is to get 1) an auto machine")

> my gripe against your company.

You have no legitimate gripe against that company.

> I ... DID NOT EXPECT THIS COMPANY TO BE MESSING WITH ME.
> I feel totally jerked around.

No one is jerking you around.
You're not accepting responsibility.

Aw, come on, folks! Give Sonyat a break! As I picked out, copied and posted the excerpts from the IntelliPAP Standard page I could easily understand how he/she misunderstood. Even Johnny has stated that he sees how it could be confusing and will be changing the info. I know I had a difficult time when I was first checking out PAPs figuring out which PAPs were fully data capable on the cpap.com pages. Sonyat seems satisfied w/Johnny's offer and I'm sure we all appreciate how Johnny has gone about handling this situation. Johnny didn't "pick on" Sonyat nor was he critical of Sonyat so why should you guys be so hard on him/her?

Slinky wrote:Aw, come on, folks! Give Sonyat a break! As I picked out, copied and posted the excerpts from the IntelliPAP Standard page I could easily understand how he/she misunderstood. Even Johnny has stated that he sees how it could be confusing and will be changing the info. I know I had a difficult time when I was first checking out PAPs figuring out which PAPs were fully data capable on the cpap.com pages. Sonyat seems satisfied w/Johnny's offer and I'm sure we all appreciate how Johnny has gone about handling this situation. Johnny didn't "pick on" Sonyat nor was he critical of Sonyat so why should you guys be so hard on him/her?

I agree. I read the page for the Intellipap Standard and could see how it would be confusing as well. If I was a newbie, I maybe would have made the same mistake. I think that Mr. Goodman's offer was very fair and that all Sonyat was asking to begin with was who to talk to when he/she called again. I think that furthermore if she really wanted to, she could press the issue as the software really shouldn't be offered as an option with the Standard. The Smartcode generator on Devilbiss's website can generate the reports and if saved as a pdf, you can print it as well. It is more for the Auto and does allow a more detailed look at the data.

Allen

Slinky wrote:Aw, come on, folks! Give Sonyat a break! As I picked out, copied and posted the excerpts from the IntelliPAP Standard page I could easily understand how he/she misunderstood. Even Johnny has stated that he sees how it could be confusing and will be changing the info. I know I had a difficult time when I was first checking out PAPs figuring out which PAPs were fully data capable on the cpap.com pages. Sonyat seems satisfied w/Johnny's offer and I'm sure we all appreciate how Johnny has gone about handling this situation. Johnny didn't "pick on" Sonyat nor was he critical of Sonyat so why should you guys be so hard on him/her?

Agreed.

An apparently legitimate gripe - handled with sensitivity and aplomb by Johnny.

Great to see that it ends happily for all. In any event, it generates a huge amount of goodwill for CPAP.COM

Slinky wrote:Aw, come on, folks! Give Sonyat a break! As I picked out, copied and posted the excerpts from the IntelliPAP Standard page I could easily understand how he/she misunderstood. Even Johnny has stated that he sees how it could be confusing and will be changing the info. I know I had a difficult time when I was first checking out PAPs figuring out which PAPs were fully data capable on the cpap.com pages. Sonyat seems satisfied w/Johnny's offer and I'm sure we all appreciate how Johnny has gone about handling this situation. Johnny didn't "pick on" Sonyat nor was he critical of Sonyat so why should you guys be so hard on him/her?

I too agree.
Honest mistakes, unavoidable ones can happen on both sides.
Everybody makes mistakes sometimes - most of us can avoid some mistakes, some of the time.

Sonyat -- I hope you keep hanging around the forum now that you've made you first post -- and don't let the self righteous "I never make mistakes, I research" voices faze you... some people never admint to making a mistake, other have a knee jerk protective reflex when anything critical is said of cpap.com. It comes from being so deeply grateful for this wonderful forum cpap.com hosts, and personally to Johnny for running it (and his company) very very wisely. I hope you stick around long enough to find that out for yourself.

Welcome to the world of cpaptalk!
O.

ozij wrote:

Slinky wrote:Aw, come on, folks! Give Sonyat a break! As I picked out, copied and posted the excerpts from the IntelliPAP Standard page I could easily understand how he/she misunderstood. Even Johnny has stated that he sees how it could be confusing and will be changing the info. I know I had a difficult time when I was first checking out PAPs figuring out which PAPs were fully data capable on the cpap.com pages. Sonyat seems satisfied w/Johnny's offer and I'm sure we all appreciate how Johnny has gone about handling this situation. Johnny didn't "pick on" Sonyat nor was he critical of Sonyat so why should you guys be so hard on him/her?

I too agree.
Honest mistakes, unavoidable ones can happen on both sides.
Everybody makes mistakes sometimes - most of us can avoid some mistakes, some of the time.

Welcome to the world of cpaptalk!
O.

Hi Sonyat

Slinky and Ozij, and all the others who were supportive, are right. You have handled the problem with patience and elegance, as has Johnny in his response.

Why anyone should be critical of you is beyond me, but this is not the first time that something has been beyond me, and will probably not be the last.

Hope you stick around. The temper of the forum can be both helpful and unhelpful, especially to newcomers. But the helpfulness far outweighs the unhelpfulness, once you get used to it.

cheers

Mars

I guess some of us have short memories(or no memories ). I can still remember my early days when this cpap world and it's terminology was a complete mystery to me. I'm still learning every day. Just by sheer luck and a lot of reading and asking some very basic questions here, I was able to escape the M Series Plus and Comfort Gel FF that was first brought to us. I wasn't even sure what I was fighting for but just by repeating the mantra I read here, I must have sounded like I knew what I was talking about. . "I refuse to accept this machine, I want an M Series Auto/AFLEX with data capabilities (huh?) and the same mask my husband used in his sleep study which was very comfortable". "What's the name of it? I'll find out and get back to you". Oh, so I need a new RX? No problem, I'll get one from my Primary who recommended the sleep study". He knew even less than I did about equipment and settings but luckily his NP was a cpapper who wrote it exactly the way the DME would accept it. It went on and on from there until now I think I'm semi-literate on the subject.

johnnygoodman wrote:...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.

You guys have always made a difference here. I know it is "your board" but over the years kept this independent enough to help. While nothing good lasts forever, thanks. For what it is worth, over time, you not only earned my business, buy my trust.

Welcome to the forum Sonyat. This is a lively and opinionated bunch of folks, but also knowledgeable, supportive and helpful. Just take what's helpful and leave the rest.

Since my insurance has a very high deductible, I bought my S8 and S9, plus other supplies from cpap.com, and am a happy customer.

plr66 wrote:...But just to reiterate: cpap.com is a wonderful company, and Johnny has IMO worked beyond the beyond with folks who did not understand the website and made errors in their decisions. Go with your stated approach, and I feel sure that the website descriptions will be reviewed for possible clarification."

And in my 2nd post:
"Sonyat, since you are discussing a customer complaint on the forum sponsored by the company you have issue with...please now take this off the forum and discuss it directly with the folks at cpap.com. While we may empathize with you, it is not a forum issue, and should be dealt with in a non-public manner. I have no vested interest in cpap.com--just a recommendation for appropriate discussion of your issue.

Would just like to say that there is no question in my mind that taking such concerns directly back to Johnny or others at cpap.com rather than airing them here, would have resulted in the same generous treatment and response, as that appears to be a hallmark of their business operation & consumer approach (despite someone answering the phone apparently having had a bad day ).

Maybe Johhnny should do one of those undercover boss shows where he checks out the employees. I love that show.

Reading this entire thread just reaffirms what I have long felt: cpap.com is a great company, they sincerely cares about their customers' well-being, they have integrity, and they do many extra things they don't have to (things like supporting our troops abroad, running the product challenges which involve giving free merchandise to cpaptalk members to test, providing this forum and yet not censoring us when we talk about competitors). For quite some time now, I don't even bother to shop other sites for my cpap-related gear, unless I need an item that cpap.com doesn't carry (like a recording oximeter).

That said, I haven't always had wonderful service from the people at cpap.com who answer the phone. Most of the time, yes, wonderful phone service, but once or twice, they weren't terribly helpful. Nothing's perfect, and cpap.com is still a great company that will always get my business.

Johnny, I'm in the distribution business and I miss Texas a LOT. You guys hiring? (only partially in jest)

sonyat wrote: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.

Howdy,

Great! I haven't heard from you yet but am standing by. Shoot me an email when you are ready and we'll get you squared away.

Johnny