Dear Brittney,
I recently spoke to Laura the telephone rep for CPAP. Her knowledge and communication skills were quite superior and very helpful. It was a pleasure to have been able to finally secure a suitable (I hope!) full face mask for my Apnea treatment.
Her sensitivity and understanding of my plight was very insightful. Again thank you for helping me.
Sincerely
[redacted]
CPAP live chat support was very helpful with a CPAP mask issue. Crystal had some very helpful ideas. For those of us having to use CPAP, the adjustment to wearing the mask is very frustrating and difficult. Any GOOD advice is a blessing. Crystal had some good direction.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
I hope I do not have the same issues with the replacement. As far as the humidifier - I had the same system in Europe before I moved back and it included the full system and enclosure to seal the end to use solo as well as the humidifier. Hence the dismay in how it was sold. One would easily assume you can operate the device properly without the use of a humidifier in the summer time when it is rarely needed. This exception should be noted in the advertisement that it will not work without the humidifier. But thank you for sending out a replacement. Sorry it had to be pushed by the Revdex.com to help do the right thing. Certainly you have work to do to improve your process.
I ordered a new cpap mask and premium headgear from them. Apparently, you have to have a prescription for a new mask, because of some FDA regulation (and people wonder why our healthcare is unaffordable). Nevermind, it's not this business' fault, you can blame our legislators, regulators and legal system for that. This is actually being written to give huge kudos to a customer service rep (Agnes) of this company who went way above and beyond the call to resolve my problem and get me the part I needed to hold me over until the prescription came through. Thank you again for all of your help Agnes, you demonstrate what customer service is/should be all about!
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
Don't refund have software now consider it resolved TY
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
no refund have software now
I was in need of a DC cord for my CPAP. I live near Jacksonville, FL and Hurricane Matthew was coming our way. I made a few phone calls and was directed to CPAP.com.
I made one telephone call; talked with AUTUMN R. Ordered the cord, paid for it and also paid for overnight shipping. The next day the cord arrived at my home. What a great experience! I even called back to the person who directed me to CPAP.com and informed him of my awesome success. Again, thanks to Autumn for her fantastic help.
Sent: Monday, August 15, 2016 5:50 PMSubject: US Expediters, Inc. CPAP.com Complaint...
[redacted] We are a growing company and do have periods where we struggle to add customer service representatives quickly enough to keep up with demand. We're sorry that we were not able to provide you with an easy and positive purchasing experience.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. [Provide details of why you are not satisfied with this resolution.]
No offer to resolve this was made.
Regards,
Sent: Monday, August 15, 2016 5:42 PMSubject: [redacted]. CPAP.com Complaint...
[redacted] I apologize for this delay you experienced due to our slow turn around times between you and the manufacturer. You were very kind and communicative as the process dragged on and your restraint in a difficult situation is appreciated. As a dealer, we follow the manufacturer's guidelines and warranty policy procedure. We should execute it quickly, but we do not set it or control it. The expected life of a machine is related to its warranty period. Your machine was over warranty. The expected life of a repair is 90 days and your machine failed within this period. Time has passed and I suspect you have scrapped or found other machine solutions. I offer to resolve this issue by refunding you the $185 manufacturer repair fee, as the repair wasn't effective and as the manufacturers second quote for repair represents 80%+ of the value of a new unit.
I recently purchased a 12V DC power cord from CPAP.com for my c-pap machine. I carefully opened the plastic bag and merely tried the plug to see if it fit - it did not fit. I already have 2 other DC power cords that are the same as this one so, when I searched on the website for a power cord that specifically fits my machine, the one I received is what was returned in the search results. I tried to return it but the site is claiming it's "medical equipment", but it's a power cord (which can be used for items other than cpap machines) and it isn't akin to a face mask or head gear...in other words it's not used on a body part. I understand that a mask or anything your mouth, face or head touches can be returned but a power cord...it's **. CPAP.com is using a very broad reasoning process to make sue they don't allow you to retuen a product. "Fool me once"...that's all they're going to get from me...there are other places to purchase these items.
Thank you Cpap.com !
Your business is just amazing. Great prices, fast delivery, great products !
My first Cpap cost my insurance company over $750. I bought my last Cpap machine from you for less than half that and it's still going strong! I just wanted to send you a note thanking you for the excellent service. Keep up the good work.
All of my experiences have been good. Every person that has helped me over the phone, through the website and in the store has always been kind and attentive.
Greetings,
Apologies for the confusion and delay. We have issued you a $187.00 company check, which will be sent to you via postal mail this Friday to the address on file.
Sincerely,
Johnny [redacted]
CEO
CPAP.com
I could not be happier! Layne was the chat operator that helped me sort through a real mess and she was kind, fast, and very helpful. My doctor's office failed me miserably and Layne came to the rescue. She even saved me more money but offering different item quantities and pointing out sales. It was WONDERFUL to see and experience that kind of customer service today. Thank you Layne and thank you CPAP.com I am sold!
[redacted]
Dear Brittney,
I recently spoke to Laura the telephone rep for CPAP. Her knowledge and communication skills were quite superior and very helpful. It was a pleasure to have been able to finally secure a suitable (I hope!) full face mask for my Apnea treatment.
Her sensitivity and understanding of my plight was very insightful. Again thank you for helping me.
Sincerely
[redacted]
CPAP live chat support was very helpful with a CPAP mask issue. Crystal had some very helpful ideas. For those of us having to use CPAP, the adjustment to wearing the mask is very frustrating and difficult. Any GOOD advice is a blessing. Crystal had some good direction.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
I hope I do not have the same issues with the replacement. As far as the humidifier - I had the same system in Europe before I moved back and it included the full system and enclosure to seal the end to use solo as well as the humidifier. Hence the dismay in how it was sold. One would easily assume you can operate the device properly without the use of a humidifier in the summer time when it is rarely needed. This exception should be noted in the advertisement that it will not work without the humidifier. But thank you for sending out a replacement. Sorry it had to be pushed by the Revdex.com to help do the right thing. Certainly you have work to do to improve your process.
I ordered a new cpap mask and premium headgear from them. Apparently, you have to have a prescription for a new mask, because of some FDA regulation (and people wonder why our healthcare is unaffordable). Nevermind, it's not this business' fault, you can blame our legislators, regulators and legal system for that. This is actually being written to give huge kudos to a customer service rep (Agnes) of this company who went way above and beyond the call to resolve my problem and get me the part I needed to hold me over until the prescription came through. Thank you again for all of your help Agnes, you demonstrate what customer service is/should be all about!
Great service
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
Don't refund have software now consider it resolved TY
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
no refund have software now
I was in need of a DC cord for my CPAP. I live near Jacksonville, FL and Hurricane Matthew was coming our way. I made a few phone calls and was directed to CPAP.com.
I made one telephone call; talked with AUTUMN R. Ordered the cord, paid for it and also paid for overnight shipping. The next day the cord arrived at my home. What a great experience! I even called back to the person who directed me to CPAP.com and informed him of my awesome success. Again, thanks to Autumn for her fantastic help.
Customer service was very helpful. Everything arrived well packed, new and in perfect working order.
Sent: Monday, August 15, 2016 5:50 PMSubject: US Expediters, Inc. CPAP.com Complaint...
[redacted] We are a growing company and do have periods where we struggle to add customer service representatives quickly enough to keep up with demand. We're sorry that we were not able to provide you with an easy and positive purchasing experience.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. [Provide details of why you are not satisfied with this resolution.]
No offer to resolve this was made.
Regards,
Sent: Monday, August 15, 2016 5:42 PMSubject: [redacted]. CPAP.com Complaint...
[redacted] I apologize for this delay you experienced due to our slow turn around times between you and the manufacturer. You were very kind and communicative as the process dragged on and your restraint in a difficult situation is appreciated. As a dealer, we follow the manufacturer's guidelines and warranty policy procedure. We should execute it quickly, but we do not set it or control it. The expected life of a machine is related to its warranty period. Your machine was over warranty. The expected life of a repair is 90 days and your machine failed within this period. Time has passed and I suspect you have scrapped or found other machine solutions. I offer to resolve this issue by refunding you the $185 manufacturer repair fee, as the repair wasn't effective and as the manufacturers second quote for repair represents 80%+ of the value of a new unit.
I recently purchased a 12V DC power cord from CPAP.com for my c-pap machine. I carefully opened the plastic bag and merely tried the plug to see if it fit - it did not fit. I already have 2 other DC power cords that are the same as this one so, when I searched on the website for a power cord that specifically fits my machine, the one I received is what was returned in the search results. I tried to return it but the site is claiming it's "medical equipment", but it's a power cord (which can be used for items other than cpap machines) and it isn't akin to a face mask or head gear...in other words it's not used on a body part. I understand that a mask or anything your mouth, face or head touches can be returned but a power cord...it's **. CPAP.com is using a very broad reasoning process to make sue they don't allow you to retuen a product. "Fool me once"...that's all they're going to get from me...there are other places to purchase these items.
It,s very good for me to buy cpap needs, Crystal guide me with her best kindness.thank to cpap.com
Thank you Cpap.com !
Your business is just amazing. Great prices, fast delivery, great products !
My first Cpap cost my insurance company over $750. I bought my last Cpap machine from you for less than half that and it's still going strong! I just wanted to send you a note thanking you for the excellent service. Keep up the good work.
All of my experiences have been good. Every person that has helped me over the phone, through the website and in the store has always been kind and attentive.
Greetings,
Apologies for the confusion and delay. We have issued you a $187.00 company check, which will be sent to you via postal mail this Friday to the address on file.
Sincerely,
Johnny [redacted]
CEO
CPAP.com
NaRaysha L was a great help with the Chat. Customer service has been great so far.
I could not be happier! Layne was the chat operator that helped me sort through a real mess and she was kind, fast, and very helpful. My doctor's office failed me miserably and Layne came to the rescue. She even saved me more money but offering different item quantities and pointing out sales. It was WONDERFUL to see and experience that kind of customer service today. Thank you Layne and thank you CPAP.com I am sold!
[redacted]
Eleven months after complaint, a prescription item not sent. General offer of an apology. Would like ordered product sent at no charge.
Thank you
Sent: Monday, August 15, 2016 5:51 PMSubject: US Expediters, Inc CPAP.com Complaint...
[redacted] Customer was shipped a side panel at no charge.