10-25-2019, 01:01 AM
Shout-out to HDM support, even in Europe
I want to post a public thank you to the folks from HDM who helped me out this summer.
My 3.5 year old Z1 travel CPAP (with many miles on it) developed a fault 33 (overpressure?) and stopped working a few days into my Scandinavian vacation. I contacted HDM support and a nice rep (Nancy Berger) from HDM was able to arrange through their Swedish medical supply company to have a replacement (refurbished) unit sent to my hotel in Stockholm. I ended up only having 2-3 nights without therapy, which pretty much saved my 3 week vacation! My unit was even out of warranty, so I was very pleasantly surprised to get any level of support. All this support was actually provided without any cost to me.
They initially actually told me to keep the replacement unit, but as I preferred to have my original unit repaired, I shipped it back to them (through my original vendor, which is a little weird) and they repaired it for around $150. Now that I have my original back, I just sent the replacement unit back to them.
Just wanted to share my story with the board; I have had a bit of a phobia when travelling that my machine might not work and I might get stuck without therapy for an extended time. I'm very grateful for the support I received to make sure that didn't happen!
My 3.5 year old Z1 travel CPAP (with many miles on it) developed a fault 33 (overpressure?) and stopped working a few days into my Scandinavian vacation. I contacted HDM support and a nice rep (Nancy Berger) from HDM was able to arrange through their Swedish medical supply company to have a replacement (refurbished) unit sent to my hotel in Stockholm. I ended up only having 2-3 nights without therapy, which pretty much saved my 3 week vacation! My unit was even out of warranty, so I was very pleasantly surprised to get any level of support. All this support was actually provided without any cost to me.
They initially actually told me to keep the replacement unit, but as I preferred to have my original unit repaired, I shipped it back to them (through my original vendor, which is a little weird) and they repaired it for around $150. Now that I have my original back, I just sent the replacement unit back to them.
Just wanted to share my story with the board; I have had a bit of a phobia when travelling that my machine might not work and I might get stuck without therapy for an extended time. I'm very grateful for the support I received to make sure that didn't happen!
Outstanding customer service. If I ever want to travel with something other than my S10, I will remember to look at HDM.
