Repair taking 7+ months !

[Poolboy]

REPAIRS- I am disappointed to Report that seven months have passed since I dropped off my Löwenstein CPAP machine for a modum repair, and at this point, my local supplier still doesn’t know when Loewenstein will complete the repair. This is definitely unacceptable to me. Did they forget that CPAP machines are Life support equipment? I am in Canada. 
- What are your repair experiences? What brand of machine? How long did it take? What country?  
I sure hope to hear of people somewhere else, or with a different brand, who have better repair experiences than mine.

[srlevine1]

In the United States, 3 days with Supplier #28 but it was a ResMed machine with an authorized ResMed specialist.

Unfortunately, parts for lesser-used brands in other countries often take longer.

Is this an “authorized” repair station?

Have you tried contacting the manufacturer directly?

Can you use the machine with a broken modem until the part arrives?

Does your device alternatively capture data using an SD card or USB CABLE?

Have you considered obtaining a ResMed machine and keep the repaired device as a backup?

Can you apply pressure by contacting a government consumer agency or the media?

How hard is your DME pushing the manufacturer?

THIS IS UNACCEPTABLE AND THE MANUFACTURER SHOULD REPLACE THE DEVICE AS A COURTESY.

Is an insurer involved and can they assist you.

[rdw1982]

i replaced the blower in my wife's resmed 10 in about 4 days, most of that was waiting on shipping, and an over night trip out of town.

[Lucid]

My question is have you followed up periodically with the repair place?  I assume you've probably been calling them periodically, but it's worth doing so if you haven't.

Here in the U.S., I called my Medicare durable medical equipment supplier (DME), the company contracted by Medicare to supply CPAP machines and supplies in my area, when my ResMed AirSense11 started making a weird soft whistle at the end of each inhale.  I'd had my machine for two and a half years, so it was six months or so past the two-year warranty period.  Luckily, the DME said that since I was on Medicare, they would repair it. 

They mailed me a loaner machine, and I mailed my machine to them for repair.  Therefore, I had no treatment interruption.

They told me the repair would take about three weeks.  After one month, I called them and was told they'd had to send it to ResMed for repair, that they didn't repair the machines themselves.  Then we had the holidays, etc., and I got distracted.  

Yesterday I called, and they told me the policy had changed.  They don't repair them anymore, I should just keep the loaner, which was new.  I replied that the loaner was most definitely not new.  It had arrived smelling very strongly of cleaning product or dryer sheets or something.  I asked to get my machine back in order to send it somewhere else for repair.  She said she would look for it. and I heard sounds of rummaging.

After a couple of minutes she came back to the phone and said ResMed had sent them new machines to replace the ones they had sent for repair but hadn't indicated to whom each machine should go.  Yikes!
She immediately sent it out, and today, two days later, I received a new AirSense11, with zero hours of use on it.  

I got the loaner on October 17, 2024, and the new machine on January 15, 2025, so it took three months.  But I don't know when my DME got the unidentified new replacement machine back from ResMed.  It might not have taken quite this long if I'd followed up again sooner.  The moral of this story is to follow up on everything.

Good luck, poolboy!  I hope you get your machine back in good condition or are able to spring for a replacement.  There have been some excellent deals on ResMed AirSense10 machines in the last few months.  Also, many APNEA Board members have found amazing deals on pre-owned and even unused machines on Craigslist.