Resmed's RMA Process: A Cautionary Tale
For those who may remember, I was active around June of this year in the Resmed AirSense 11 OTA update threads. I finally have closure.
After a frustrating five-month wait, my A11 CPAP issues were resolved. Resmed initially addressed a minor overheating issue but ignored the lack of auto-updates. As Philips Respironics has exited the CPAP market, Resmed has become the dominant player, and their customer service seems to have suffered.
My machine had to be sent back twice due to Resmed's apparent negligence. Despite my DME's insistence on the fact the of OTA updates weren't being received my CPAP there was extensive gaslighting and stonewalling on the part of Resmed, frustrating my DME.
I changed DMEs to this one and that was a battle too because the DME that I had previously for over 20 years was bought by an unethical private health company buying up as many sleep centres as possible. Unfortunately, many clinics bought by this company are not customer-focused, have unscrupulous and unethical managment, and experience high staff turnover.
During this time, I used my A10. For some reason though, the SD card data and events couldn't be loaded in Sleephead which I preferred because it actually split correctly my sleep patterns (after 12 pm) into one session. This seems to be a limitation within Oscar. At the end, I had to use Oscar anyway to extract the data which it had no issue with. I read a rant in this board from Mark about his Sleephead software and it's a pity things didn't end well.
A few weeks ago, I was informed that Resmed could not repair my machine and would be replacing it. However, the new machine I received today had software from December 2023. Fortunately, an OTA update was pushed shortly after enabling DME check-in.
It's intersting how my SD card with previous settings did not transfer to the new machine. This was unexpected but my DME warned me.
For those needing an RMA for their AirSense, be prepared for a lengthy process. Additionally, Resmed has confirmed that OTA updates in North America will [not] continue beyond the device's warranty period, unlike in other regions. My warranty expires at the end of January. In Canada, we have a three year warranty unlike in many other parts.
Now, if only Oscar can sort my data into one session which is invaluable for shift workers and those who work grave yard shifts.
After a frustrating five-month wait, my A11 CPAP issues were resolved. Resmed initially addressed a minor overheating issue but ignored the lack of auto-updates. As Philips Respironics has exited the CPAP market, Resmed has become the dominant player, and their customer service seems to have suffered.
My machine had to be sent back twice due to Resmed's apparent negligence. Despite my DME's insistence on the fact the of OTA updates weren't being received my CPAP there was extensive gaslighting and stonewalling on the part of Resmed, frustrating my DME.
I changed DMEs to this one and that was a battle too because the DME that I had previously for over 20 years was bought by an unethical private health company buying up as many sleep centres as possible. Unfortunately, many clinics bought by this company are not customer-focused, have unscrupulous and unethical managment, and experience high staff turnover.
During this time, I used my A10. For some reason though, the SD card data and events couldn't be loaded in Sleephead which I preferred because it actually split correctly my sleep patterns (after 12 pm) into one session. This seems to be a limitation within Oscar. At the end, I had to use Oscar anyway to extract the data which it had no issue with. I read a rant in this board from Mark about his Sleephead software and it's a pity things didn't end well.
A few weeks ago, I was informed that Resmed could not repair my machine and would be replacing it. However, the new machine I received today had software from December 2023. Fortunately, an OTA update was pushed shortly after enabling DME check-in.
It's intersting how my SD card with previous settings did not transfer to the new machine. This was unexpected but my DME warned me.
For those needing an RMA for their AirSense, be prepared for a lengthy process. Additionally, Resmed has confirmed that OTA updates in North America will [not] continue beyond the device's warranty period, unlike in other regions. My warranty expires at the end of January. In Canada, we have a three year warranty unlike in many other parts.
Now, if only Oscar can sort my data into one session which is invaluable for shift workers and those who work grave yard shifts.
