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snork1 wrote:The problem with calling Respironics directly, is they won't deal directly with the end user.

Do you have the serial number recorded somewhere?
I think I would be calling Respironics and asking them if your DME ever sent it back to them. They WOULD have records on something like that (including shipping records). I've talked to them directly.....by e-mail and by phone. I think in a case like this, you SHOULD be able to get some answers.

Den

and this IS the better DME in my area....sigh.......

I think the bottom line is that SOMEONE is jerking me around, but since I can't deal directly with Respironics, all I can do is trust in what the DME tells me. And THAT situation is a direct result of Respironics policies of never talking to their customers with the system they have set up, so its really only their own fault if they get a bad rep due to lies told by a DME.

Luckily my 420E is working like a champ, so I can stay emotionally detached from all these shenanigans.

I have a related question. If the only way you can get a Respironics machine repaired is to go through a DME, does that mean you are out of luck if you buy you Respironics xPAP directly from an internet supplier like CPAP.com?

No, not at all.
When I purchased from cpap.com I was told that I would need to send a failed unit to them and they would get it repaired/replaced with Respironics.
The only down side is that there are no loaners available as there are with some brick-and-mortor DMEs.

A fascinating development and interesting learning experience.
Luckily I did my experiment just after getting a "spare" machine.

My DME finally 'fessed-up, while still trying to blame it all on respironics.

Apparently Respironics sent a refurbished unit to the DME to replace my defective unit soon after mine was sent in. The DME claims they were not informed WHY the unit was sent and as far as I can figure out (filling in the blanks), they SOLD this mystery unit to someone instead of asking if it was to replace my serial number. Probably sold it as new.(conjecture on my part). Probably pushing the limits of legality, it would seem to me.

They gave me a NEW Remstar Auto within an hour of making this discovery.
I decided not to be greedy and did NOT push for an upgrade to a mini unit or a bilevel. Although it was tempting to see how far I could push their guilt factor.

Hey, THIS Remstar is actually QUIET. No high pitched irritating whine like my previous one that I returned for the "date problem".,,,,which everyone insisted was "normal" sound for a CPAP machine. I can't believe I survived that whine for more than a year.

Not sure how much I will use it, because the 420E is working out so well. but it will be a good spare. Maybe the results will be better on THIS Remstar though?

snork1 wrote:Apparently Respironics sent a refurbished unit to the DME to replace my defective unit soon after mine was sent in. The DME claims they were not informed WHY the unit was sent and as far as I can figure out (filling in the blanks), they SOLD this mystery unit to someone instead of asking if it was to replace my serial number. Probably sold it as new.(conjecture on my part). Probably pushing the limits of legality, it would seem to me.

They gave me a NEW Remstar Auto within an hour of making this discovery.

UNBELIEVABLE! SO RESPIRONICS SENT A REPLACEMENT MACHINE RIGHT AWAY AND THE DME NEVER GAVE IT TO YOU? THEN THEY BLAMED RESPIRONICS FOR THE 5 MONTH DELAY?

WHAT'S REALLY SAD IS THAT BECAUSE OF THE DME'S INCOMPETENCE, RESPIRONICS' NAME WAS BESMIRCHED.

COULD SOMEBODY.. ANYBODY.. PLEASE EXPLAIN THE BENEFITS OF A DME?

I also have to wonder about all the so called problems with Remstar units. My sleep doctor has 12 beds operating at least 5 nights a week. Each has a Respironics Remstar Auto with C-Flex and they swear by them. They hook them up remotely so that the tech can make adjustments right at the computer terminal. That is going to be my unit of choice.

quote="SleepDaddy" "I have a related question. If the only way you can get a Respironics machine repaired is to go through a DME, does that mean you are out of luck if you buy you Respironics xPAP directly from an internet supplier like CPAP.com?"


SD, the "online DME" I purchased my equipment from handled my APAP failure. When I called him in Seattle, he sent me a loaner "overnight" at his expense, included a shipping label for me to send my unit to Respironics, prepaid shipping, and ended up not charging me for the loaner, shipping, or repair. It never cost me a penny, and I was prepared to pay because it was my fault.

If you want more info, PM me.

Linda

PS: my first attempt at a "quote", so I hope it worked correctly. Oh well, you get the gist of my attempt.[/quote]

SleepDaddy wrote: I have a related question. If the only way you can get a Respironics machine repaired is to go through a DME, does that mean you are out of luck if you buy you Respironics xPAP directly from an internet supplier like CPAP.com?"

SD, the "online DME" I purchased my equipment from handled my APAP failure. When I called him in Seattle, he sent me a loaner "overnight" at his expense, included a shipping label for me to send my unit to Respironics, prepaid shipping, and ended up not charging me for the loaner, shipping, or repair. It never cost me a penny, and I was prepared to pay because it was my fault.

If you want more info, PM me.

Linda

*Linda, If you would like help with quoting in BBcode, PM me. It's one of those things you have to get just right.*

Snork1 wrote, "My DME finally 'fessed-up, while still trying to blame it all on respironics."

Ahhh, now we know the rest of the story. Wonder how many other machines your DME has mysteriously "lost". Knowing what happened now, it really amazes me that the customer rep. literally lied to your face. If their record keeping is that bad I would be documenting and double checking any transaction I had with them.

I have also noticed the extreme quietness of my machine since getting it back. It is a Remstar Pro w/cflex although the parts list that I received shows that Respironics used Remstar Auto parts to repair it. Looks like they are using their base auto machine for all configurations. Give the machine a try and let us know how it does, but be prepared to wake up and wonder whether or not the machine is actually running. Yes, the new Remstars are that quiet.

I'm so glad this "fairy tale" had a happy ending for you.
Sleep well,
Bob