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Disappointed in CPAP.COM and iNTELLIPAP
I would not buy a CPAP from cpap.com as they will not refund if defective. My experience with cpap.com has been frustrating and a very unhappy one. cpap.com has as much as accused me of lying in stating the unit ( inttellipap )works fine. The price was right,but the machine was not. I already have a System One . I wanted the intellipap for travel and back up. Periodically the inttipap would force an excessive amount of air and I could feel in my chest ( 3 or 4 times anything I ever felt on the system one- I felt a pain in my chest from the air ) this is a very scary feeling. I tried to trade up to a second system one and cpap.com said no and that they would not refund.I have contacted them several times and they have not been helpful. I cannot believe the lack of understanding that I have recieved.
Views: 470
Replies to This Discussion
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Permalink Reply by Johnny Goodman on
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Howdy,
I am sorry you were disappointed with CPAP.com's service. I reviewed this order Friday and I made the decision not to allow a unit swap. I did this because:
1. You reported the issue and we suggested a clear path to having your unit function under the same parameters as your previous PR System one did.
2. You were not willing to do anything we asked or work with us and instead simply sent the unit back to us and threatened a charge back.
3. We have tested the unit and found it in good working condition.
When you purchase a unit from CPAP.com or any dealer, you buy brand new medical equipment. This equipment can not be resold to others as brand new. As a result, you may not place an order without agreeing to return policies.
Even with this, we often bend the rules and go the extra mile for people who must have a good nights sleep. In exchange for this, you have a role to play. We need your help in solving this issue. You do this by making the suggested adjustments and reporting back.
If after trying our suggestions the unit isn't working for you, that is fine and we will make sure you have a machine that works for you. However, you haven't done this. As a result, here is my position:
1. Our company goes the extra mile every day and we will with you. We can not do it without your help.
2. We will not eat a machine cost simply because you wish us to without reason. That crosses from helping people in good faith and abuses the system. I can not in good conscience refund you on this machine and make buying CPAP units for everyone else more expensive as a result.
I urge you to reconsider and work with us. If you don't like the machine after that, I will personally see that the restock fee is waived and you receive credit towards a different machine.
Johnny Goodman
General Manager
CPAP.com
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Permalink Reply by Nan on
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Johnny, the machine was fine then began to accellerate so much air that it expanded my lungs then calmed dwn and started over agai. aai did yalk to someone who walked me through to a reseset to 16. Again iiwas fine for a couple oof hours then it had a surge. Even at a setting of 15 on my systen one I never was uncomfortable or felt the machine was taking over my breating. I think the problem is in the computer. If thet could be changed I would be willing to try again. I think the unit needs to be left on for a good lenght of time . The motor works fine; I don't think the motor is the problem.If you knew me I dont think that you would find me to be an unreassonable person. I just feel that everyone I talked to was trying to make something work when it was an extremly uncomfortable experience for me. Nan
Johnny Goodman said:Howdy,
I am sorry you were disappointed with CPAP.com's service. I reviewed this order Friday and I made the decision not to allow a unit swap. I did this because:
1. You reported the issue and we suggested a clear path to having your unit function under the same parameters as your previous PR System one did.
2. You were not willing to do anything we asked or work with us and instead simply sent the unit back to us and threatened a charge back.
3. We have tested the unit and found it in good working condition.
When you purchase a unit from CPAP.com or any dealer, you buy brand new medical equipment. This equipment can not be resold to others as brand new. As a result, you may not place an order without agreeing to return policies.
Even with this, we often bend the rules and go the extra mile for people who must have a good nights sleep. In exchange for this, you have a role to play. We need your help in solving this issue. You do this by making the suggested adjustments and reporting back.
If after trying our suggestions the unit isn't working for you, that is fine and we will make sure you have a machine that works for you. However, you haven't done this. As a result, here is my position:
1. Our company goes the extra mile every day and we will with you. We can not do it without your help.
2. We will not eat a machine cost simply because you wish us to without reason. That crosses from helping people in good faith and abuses the system. I can not in good conscience refund you on this machine and make buying CPAP units for everyone else more expensive as a result.
I urge you to reconsider and work with us. If you don't like the machine after that, I will personally see that the restock fee is waived and you receive credit towards a different machine.
Johnny Goodman
General Manager
CPAP.com
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Howdy,
I believe we can fix this problem with very little effort and that you will be pleased with your machine after we do. I've asked our Customer Service Manager to give you a call and work through the fix with you.
If, after this single attempt, you still do not believe that this machine can give you a good nights sleep, we'll pay for you to send it back and we'll refund you the price of the machine or we will credit to toward the purchase of a new PR System One - your choice.
I do not think the issues you raised were heard and addressed by our company properly. I am really sorry for that. I will make it right.
Johnny
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Permalink Reply by ZolliStar on
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Nan,
Johnny seems to have been eminently reasonable and completely fair. Indeed, I think he has met you more than half way.
Johnny, take a bow!
~ ZolliStar
Johnny Goodman said:Howdy,
I believe we can fix this problem with very little effort and that you will be pleased with your machine after we do. I've asked our Customer Service Manager to give you a call and work through the fix with you.
If, after this single attempt, you still do not believe that this machine can give you a good nights sleep, we'll pay for you to send it back and we'll refund you the price of the machine or we will credit to toward the purchase of a new PR System One - your choice.
I do not think the issues you raised were heard and addressed by our company properly. I am really sorry for that. I will make it right.
Johnny
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It has been much better since Johnny got envolved. I believe that the first two sales prople that I spoke with didn't understand how scared I was by the extreme pressure forcing my chest up and down. I hink that when you have a auto Pap at a very high setting it is much more difficult to adjust to and I'm not sure that I will ever be able to. Johnny has been nice in having someone named Elizabeth call me. She is very pleasant, I spoke at first with 3 people who were very short and matter of factl it was a difficult position to be in. I am going to try to use this machine as a straight CPAP and not have it on auto. My setting is 15. I have used a system one and it has worked well. I wanted the other as a back up and for travel. Money has never been the issue; I just needed something which made me feel comfortable and the auto setting really scared me. This was my first time buying without a CPAP representive helping me in person. I have to admit I felt a little lost.
Johnny Goodman said:Howdy,
I believe we can fix this problem with very little effort and that you will be pleased with your machine after we do. I've asked our Customer Service Manager to give you a call and work through the fix with you.
If, after this single attempt, you still do not believe that this machine can give you a good nights sleep, we'll pay for you to send it back and we'll refund you the price of the machine or we will credit to toward the purchase of a new PR System One - your choice.
I do not think the issues you raised were heard and addressed by our company properly. I am really sorry for that. I will make it right.
Johnny
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Permalink Reply by Mary Z on
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Johnny, you have certainly come uup with an arrangement that is more than fair. Your customer service is excellent. We are glad to have you input on problem solving with a dealer on the forum. Nan, keep us posted on how this works out, please.
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Howdy Nan,
How did you sleep last night? How did the machine do?
Johnny
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Permalink Reply by Doug Hudiburg on
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I felt compelled to jump in yesterday and endorse Johnny and the good folks at CPAP.com, but he has done a good job of that himself.
Glad to see you taking care of Nan, Johnny. As usual, I'm impressed by your integrity.
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Howdy Nan,
I hope you are doing well and feeling rested. We called yesterday and left a message and I'm following up today to see how things are going for you.
Johnny
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Howdy All,
CPAP.com's Customer Service Manager reports:
"I have just spoken to Nan and she slept great with the machine last night and the night before".
Whoop!
Johnny
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I don't work with CPAP.com but in hear a lot of good comments about them
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