Resmed customer service Part 2

[car54]

This post is a follow up on the initial customer service post that I started (link below).

Here is what I found.

1. Resmed has recently started direct consumer sales in the U.S. with a customer service #. It is relatively new and a work in progress.

2. Some how, Resmed did see my post and Morgan Perez responded to me through the Apnea Forum.
 
3. Morgan and I discussed the issues of the mask defect and the unavailability of replacement parts. He said that the sales of the new F20 were much more then they had anticipated. He said the F20 masks were slightly larger then the F10 and a medium mask might work for me. It was sent to me for no charge and that is what I am using.

4. They requested that I send the defective mask back at their cost so that they could study it, which I did.

                                                                        Conclusion
 
Resmed did reach out to me to address my problem and for that I am thankful! They did a good job.

http://www.apneaboard.com/forums/Thread-...ice?page=2

Thanks, car54

[chill]

That is great to hear, thanks for reporting back!

[trish6hundred]

Hi car54,
It's great to hear that your problem has been resolved, well done.

[0rangebear]

good to know one can go directly to the manufacture and bypass the DME

[JamesW]

Resmed customer service here in Australia is pretty good I think. I usually log a enquiry through the Sleepvanatage web site and then I am allocated a case number with instructions to return the machine to them via a re-seller. My re-seller store is a chain owned by Resmed, so I am very fortunate. I get a loan machine while mine is away and all is good. I have returned my Airsense 10 Auto twice as I perceived it to be noisy, the first one was found to have a production fault and Resmed replaced it, and the recent second time the motor was replaced. Resmed notified me that they could not find a fault, but replaced the motor as a precaution. I will have it back in a day or so, when I can get to the store where I purchased from. I really can't fault the service down here and I am pedantic about it. Lets hope that the customer service in the USA comes up to Australian levels and you will be all right.

James

[cate1898]

So car54 you mention that ResMed staff responded to you on the Apnea forum. Do you mean this very forum?

[Beej]

Yes, he does.