Shipping Fees Recall Canada

[joblolabinette]

Ive been contacted by my DME (online company) saying that they received a replacement machine for me. However they are saying that Philips does not provide for any shipping fees, and so, we need to pay 2x 20$ for them to send out the replacement machine and a prepaid label to send the old one back. They also charge a deposit of 260$ in the case we don’t send the old machine back.

It sounds strange, especially compared to what I’ve seen in the general thread about some people keeping the old machines for possible lawsuit.

Does somebody can share their experience in Canada?

[Crimson Nape]

Why would a DME be in the middle of a manufacturer's recall? Who did you register your recall request with?

- Red

[joblolabinette]

That’s how it Has been set up in Canada. You register with Philips for the recall and after that it goes through the provider. We previously reached out to Philips through the toll-free number for some details and referred back to the DME.

Edit: Even found this on the Philips patient portal home page: Non-US Patients: Please contact your homecare provider for updates.

[DaveCar]

I was not charged shipping fees. The DME called me to say my machine is in, and I brought my old one back to them.
Easy peasy.
Of course I dont know if *they* had to pay shipping costs or not.

Call another DME to ask if people are being charged shipping fees.

[joblolabinette]

I’m guessing it’s because I went with an online DME then. Thanks

[aquanaut20]

I had no issues, the DME called and made an appointment to replace my machine one/one.. no cost Came with a three yr warranty.

I initially registered directly with the manufacturer, at the time the DME was not aware of the recall..

[Sleeprider]

It sounds to me like your online DME is handling the exchange, and is charging you for their costs to ship to you and to provide a shipping return label. The shipping from Philips is free to the initial recipient, but in this case the DME is a relay point.