Was i sold a new machine that was used?

[Pivot]

New Member, don't shoot me if this has already been answered prior

Purchased a new machine , Resmed airsense 11 (insurance rent to own) from a local DME supplier.  Upon hooking it up at home, i see that it has 0 usage hours, but when i go to the "About" part of the menu i see that there is over 20 hours of run time.

What is an acceptable amount of runtime hours for a brand new machine?

I assume its like a car, where Runtime is like the odometer, and the Usage is like a trip odometer that can be reset somehow.  Am I right?

If this is the case, was i sold an undisclosed previously used machine as new?

[gainerfull]

yes, the run hours should be zero. They sold you a used machine. Also, check w/ your insurance if you're eligible to buy the machine out right and not rent it - it may save you some money.

[Sleeprider]

The machine has 20 hours of total use, which may mean it was rented or repossessed from a non compliant patient. This machine would have been cleaned, and setup for your use with new humidifier chamber, tubing, mask and headgear. Most insurance will reimburse a DME for equipment like this. You can call the DME and insurance to complain, but depending on policies you may be told this is customary practice. 20 hours is not excessive unless the machine is not usable due to smoking odors or damage. Rent to own is often specified by the insurer along with compliance monitoring by the DME. If your insurer allows outright sale, then that is a better choice. Keep in mind most rentals are for 13 months which almost always means two years of deductible and copays, or a different insurer if you change plans. This is intentionally done to shift as much cost onto the patient as possible. For perspective on use, Resmed devices generally display a motor life exceeded error at 21,000-22K hours and last much longer.

[SarcasticDave94]

20 hours isn't bad. It's common practice to reissue machines if the first user fails compliance. If it were thousands of hours, they may exchange if you complain. Just my opinion.

[Pivot]

I know in the grand scheme of things, yeah the hours are very low and I'm certain it runs fine and is like a tank like my 6 year old airsense 10 that is unfortunately showing its age. I was more concerned with being sold a previously used/returned whatever machine that is being passed off his new. This should have been disclosed prior to the sale.

I got on the horn with my insurance a few minutes ago and they verified that the machine should have had zero to a few minutes on the run time for basically the setup, they then called and had a 3 way call with the provider and myself. The provider gave an excuse that the inventory could have gotten mixed up or when setting up the machine they let it run for a day+, but regardless they will fortunately swap out the machine.

[SarcasticDave94]

OK, a win for you.

I remember something with my first ASV, I complained about the run hours and user hours being off by a hundred or so hours. I failed to realize the humidifier cool down period adds to run hours.

My DME, probably in a state of confusion that I'd have seen run hours, they replaced the ASV claiming something may be malfunctioning.

[Big Guy]

This issue seems to be a common concern! I was presented a ResMed 10 AutoSet by a local DME supplier. It was this forum who told me how to check for any "run hours" on it. 

Mine had like 58 hours or so on it. This forum told me it wasn't a big deal, and I was okay with that. I didn't make an issue of it with the supplier. 

This was back in Sept. of 2018. It's been running perfectly the whole time. 

I've since learned to trust DME suppliers just as much as you would any politician. 

[Pivot]

I've since learned to trust DME suppliers just as much as you would any politician. 

When picking up the equipment and i was taking my time going over the paperwork before I signed.  The Respiratory Therapist/Sale guy who i had the appointment took a few calls and made a few calls.  The calls coming in he would politely say "i am with a patient right now" and then proceed to tell them that it would be easier for them to call back later than for him to take a message.  i thought this was kinda rude to the customers on the phone.

He then made a call to a Doc asking to write a prescription.  I didn't think anything of it at first, but them i realized shortly there after that i do not have a relationship where i can just call a doctor in the middle of the day, have that Doc personally take the call, and then then quickly draft the requested prescription.  Thinking there may be pre-exi$ting relationship the two have. 


The quickest way i can get ahold of a doc has always been though the patient portal messaging on "MyChart" and even then its fielded by someone on the doc's care team who will then either take care of it themselves on behalf of the doc, or who then ask the doc directly. 

I am certain that that direct line and quick response comes with some golf $wings and $trings.

[Big Guy]

I haven't had a "patient portal" until earlier this summer. We have a primary care doctor and if we need to ask a question, his staff is always ready to do that. 

I have about 4-5 doctors that I see for this & that. I don't think once that I ever needed to speak to the doctor on the phone immediately. 

If it's urgent, I tell the staff that and they are good about seeing that the doctor gets my message.