Resmed Tech Support

[Jeremy H]

How is the resmed phone tech support? At some point, I would think you might have to call with a problem or 2. Do they readily answer the phone within a reasonable period of time? Is it the same person or different folks? I'm about ready to jump ship with Respironics. It takes them 45 minutes to answer, it's the same lady everytime, for YEARS now. She knows her stuff BUT, she's the only one for the entire country! USA that is. WOW!

I have some software issues now. Thinking of selling this (BRICK) and getting a real machine, join the Resmed Brotherhood.

[Crimson Nape]

Resmed Tech Support is basically an oxymoron. Their standard answer is, "Contact your DME".

[SarcasticDave94]

As a product, ResMed delivers better therapy for most. Just remember that ResMed and Respironics both believe their customer is the DME's and not you. They sold the machine to a DME, and again not you.

I've not bothered to call ResMed on anything, so I can't speak of how their customer service acts.

[jaswilliams]

As others have said Tesmed support the dr’s your best support is us here who also deal with sleeping with CPAP every day

[srlevine1]

If you want an answer from ResMed, you need to ask the right person. It turns out to be the group sales manager that services your DME. He can pick up the phone and get straight answers, the rest of us need crystal balls or rely on what the DME is willing to share.

[Rich66]

I called my DME, Lincare, yesterday to get information on a F30i mask that I would pay for. The first person couldn't help me, so they gave me to another person that couldn't even begin to give me any information -- other than, go to a certain website. Yet they're my supplier. Completely useless. The second person said I should see my doctor about getting a different mask -- I told her I had already done that and that the doctor said talk to the DME since they supply the medical equipment and have the prescription.

[OpalRose]

Rich66,
If you are self paying for a mask, then don't go through your DME. The cost would be way over the top.
Go through one of the suppliers on the list above. They always run sales and you can try out for 30 days.

Lincare or any DME will bill your insurance for supplies, but only when you are due for a new mask.

[OpalRose]

Jeremy,
I've not heard of many folk that ever get responses from ResMed or Respironics for that matter. They have no reason or incentive to help you as you (the end user) are simply not their customer.

[Sleeprider]

It is the policy of those companies not to discuss any medical issues or consult on equipment with any patient. They will politely refer you back to your DME or physician. The term customer support is for their customers, and that does not include patients.

[JimmyMc]

I am a new user of the Resmed Airsense 11.

First night, I got up at 1am for a while.  Machine turned off automatically.  Came back to bed, machine wouldn't start.  No autostart.  Power button did nothing.

Got down next to the bed where the machine is on a lower nightstand shelf.  Resemed had "pushed" a firmware upgrade into the machine (overnight), locking it up until I went through the whole "setup" procedure on the tiny screen.

This is wrong on a whole number of levels.  

My DME was useless to talk with.  An email to customer support at Resmed elicited their normal response - "you're not our customer, go talk to your doctor, etc".  Just as others have noted.

There IS a workaround however.  I lodged an equipment complaint with the FDA.gov.  The FDA is prickly about these CPAP machine manufacturers after the Philips fiasco.

The FDA is your friend.