Thank you for the opportunity to respond to this issueCustomer satisfaction is of the utmost importance to me, and all of the employees at NAPS Please refer to the attached documents; the goal of including these documents is not to discredit the customer, they are simply provided to show the great lengths to which we have gone to resolve this matter to our customer's satisfactionAs you can see, the first BiPAP machine (serial number [redacted] ) was provided to the customer on 2/18/***, as he stated in his complaintThis was a brand new Philips-Respironics BiPAP, which has a failure rate of approximately 2%On 4/22/***, it was replaced under warranty with a new BiPAP (serial number [redacted] )There is no comment on the switch out ticket indicating that the machine was damaged due to nicotine or hairOn 11/22/***, we replaced the second BiPAP machine with a new unit (serial number [redacted] )There is a notation that it was replaced due to a "loud grinding noise and burning smell"On 4/3/20**, the third BiPAP machine was replaced with a new unit (serial number [redacted] )There is a notation from the Registered Respiratory Therapist that this was caused by nicotine, which is typically the cause of a grinding noiseWe later discovered that the grinding noise was not due to nicotine, it was due to a roach infestationUnfortunately, any type of insect infestation is not covered by [redacted] (or [redacted] , or [redacted] ) under warrantyIt is considered to be an environmental issue, not a manufacturing defectThe fact that we have provided four brand new units to the customer during the month period from February of [redacted] to December of [redacted] is a testament to our commitment to customer careThe fact that a product with a failure rate of 2% has failed times in less than years on this customer is an indication that the problem lies not with the product, but with the environment in which it is being usedThese devices typically run trouble-free for many yearsWe still wish to assist this customer, and assure that his sleep apnea is properly treated and controlled I will personally contact him today, and will provide him with a new BiPAP machine Lastly, regarding staffing: December is our busiest month due to the end of the plan year for insuranceMost insurers we contact have a lengthy hold time just to speak to a plan representativeOne insurer actually had an automated message indicating that their call volume was excessive, and disconnected the call without an opportunity to verify beneficiary benefitsThe delays with insurance verification are an unfortunate situation with the insurers, not a problem we can mitigateOur staffing level is temporarily strained because of the high demand at this time of yearThe lady referred to is indeed leaving, after years of employment at NAPS, to pursue a wonderful opportunityWe do not have a personnel problemWe employee licensed Respiratory Therapists, and (aside from seasonal fluctuations) are always able to service our customers in a very timely fashion Thank you again for the opportunity to respond; I have since spoken with the customer, and we have resolved it to his satisfaction
Thank you for the opportunity to respond to this issue. Customer satisfaction is of the utmost importance to me, and all of the employees at NAPS.
Please refer to the attached documents; the goal of including these documents is not to discredit the customer, they are simply provided to show...
the great lengths to which we have gone to resolve this matter to our customer's satisfaction.
As you can see, the first BiPAP machine (serial number[redacted]) was provided to the customer on 2/18/[redacted], as he stated in his complaint. This was a brand new Philips-Respironics BiPAP, which has a failure rate of approximately 2%.
On 4/22/[redacted], it was replaced under warranty with a new BiPAP (serial number [redacted]). There is no comment on the switch out ticket indicating that the machine was damaged due to nicotine or hair.
On 11/22/[redacted], we replaced the second BiPAP machine with a new unit (serial number [redacted]). There is a notation that it was replaced due to a "loud grinding noise and burning smell".
On 4/3/20**, the third BiPAP machine was replaced with a new unit (serial number [redacted]). There is a notation from the Registered Respiratory Therapist that this was caused by nicotine, which is typically the cause of a grinding noise. We later discovered that the grinding noise was not due to nicotine, it was due to a roach infestation.
Unfortunately, any type of insect infestation is not covered by [redacted] (or [redacted], or [redacted]) under warranty. It is considered to be an environmental issue, not a manufacturing defect.
The fact that we have provided four brand new units to the customer during the 22 month period from February of [redacted] to December of 20** is a testament to our commitment to customer care. The fact that a product with a failure rate of 2% has failed 4 times in less than 2 years on this customer is an indication that the problem lies not with the product, but with the environment in which it is being used. These devices typically run trouble-free for many years.
We still wish to assist this customer, and assure that his sleep apnea is properly treated and controlled.
I will personally contact him today, and will provide him with a new BiPAP machine.
Lastly, regarding staffing: December is our busiest month due to the end of the plan year for insurance. Most insurers we contact have a lengthy hold time just to speak to a plan representative. One insurer actually had an automated message indicating that their call volume was excessive, and disconnected the call without an opportunity to verify beneficiary benefits. The delays with insurance verification are an unfortunate situation with the insurers, not a problem we can mitigate.
Our staffing level is temporarily strained because of the high demand at this time of year. The lady referred to is indeed leaving, after 15 years of employment at NAPS, to pursue a wonderful opportunity. We do not have a personnel problem. We employee 6 licensed Respiratory Therapists, and (aside from seasonal fluctuations) are always able to service our customers in a very timely fashion.
Thank you again for the opportunity to respond; I have since spoken with the customer, and we have resolved it to his satisfaction.
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 will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Thank you for the opportunity to respond to this issueCustomer satisfaction is of the utmost importance to me, and all of the employees at NAPS Please refer to the attached documents; the goal of including these documents is not to discredit the customer, they are simply provided to show the great lengths to which we have gone to resolve this matter to our customer's satisfactionAs you can see, the first BiPAP machine (serial number [redacted] ) was provided to the customer on 2/18/***, as he stated in his complaintThis was a brand new Philips-Respironics BiPAP, which has a failure rate of approximately 2%On 4/22/***, it was replaced under warranty with a new BiPAP (serial number [redacted] )There is no comment on the switch out ticket indicating that the machine was damaged due to nicotine or hairOn 11/22/***, we replaced the second BiPAP machine with a new unit (serial number [redacted] )There is a notation that it was replaced due to a "loud grinding noise and burning smell"On 4/3/20**, the third BiPAP machine was replaced with a new unit (serial number [redacted] )There is a notation from the Registered Respiratory Therapist that this was caused by nicotine, which is typically the cause of a grinding noiseWe later discovered that the grinding noise was not due to nicotine, it was due to a roach infestationUnfortunately, any type of insect infestation is not covered by [redacted] (or [redacted] , or [redacted] ) under warrantyIt is considered to be an environmental issue, not a manufacturing defectThe fact that we have provided four brand new units to the customer during the month period from February of [redacted] to December of [redacted] is a testament to our commitment to customer careThe fact that a product with a failure rate of 2% has failed times in less than years on this customer is an indication that the problem lies not with the product, but with the environment in which it is being usedThese devices typically run trouble-free for many yearsWe still wish to assist this customer, and assure that his sleep apnea is properly treated and controlled I will personally contact him today, and will provide him with a new BiPAP machine Lastly, regarding staffing: December is our busiest month due to the end of the plan year for insuranceMost insurers we contact have a lengthy hold time just to speak to a plan representativeOne insurer actually had an automated message indicating that their call volume was excessive, and disconnected the call without an opportunity to verify beneficiary benefitsThe delays with insurance verification are an unfortunate situation with the insurers, not a problem we can mitigateOur staffing level is temporarily strained because of the high demand at this time of yearThe lady referred to is indeed leaving, after years of employment at NAPS, to pursue a wonderful opportunityWe do not have a personnel problemWe employee licensed Respiratory Therapists, and (aside from seasonal fluctuations) are always able to service our customers in a very timely fashion Thank you again for the opportunity to respond; I have since spoken with the customer, and we have resolved it to his satisfaction
Thank you for the opportunity to respond to this issue. Customer satisfaction is of the utmost importance to me, and all of the employees at NAPS.
Please refer to the attached documents; the goal of including these documents is not to discredit the customer, they are simply provided to show...
the great lengths to which we have gone to resolve this matter to our customer's satisfaction.
As you can see, the first BiPAP machine (serial number[redacted]) was provided to the customer on 2/18/[redacted], as he stated in his complaint. This was a brand new Philips-Respironics BiPAP, which has a failure rate of approximately 2%.
On 4/22/[redacted], it was replaced under warranty with a new BiPAP (serial number [redacted]). There is no comment on the switch out ticket indicating that the machine was damaged due to nicotine or hair.
On 11/22/[redacted], we replaced the second BiPAP machine with a new unit (serial number [redacted]). There is a notation that it was replaced due to a "loud grinding noise and burning smell".
On 4/3/20**, the third BiPAP machine was replaced with a new unit (serial number [redacted]). There is a notation from the Registered Respiratory Therapist that this was caused by nicotine, which is typically the cause of a grinding noise. We later discovered that the grinding noise was not due to nicotine, it was due to a roach infestation.
Unfortunately, any type of insect infestation is not covered by [redacted] (or [redacted], or [redacted]) under warranty. It is considered to be an environmental issue, not a manufacturing defect.
The fact that we have provided four brand new units to the customer during the 22 month period from February of [redacted] to December of 20** is a testament to our commitment to customer care. The fact that a product with a failure rate of 2% has failed 4 times in less than 2 years on this customer is an indication that the problem lies not with the product, but with the environment in which it is being used. These devices typically run trouble-free for many years.
We still wish to assist this customer, and assure that his sleep apnea is properly treated and controlled.
I will personally contact him today, and will provide him with a new BiPAP machine.
Lastly, regarding staffing: December is our busiest month due to the end of the plan year for insurance. Most insurers we contact have a lengthy hold time just to speak to a plan representative. One insurer actually had an automated message indicating that their call volume was excessive, and disconnected the call without an opportunity to verify beneficiary benefits. The delays with insurance verification are an unfortunate situation with the insurers, not a problem we can mitigate.
Our staffing level is temporarily strained because of the high demand at this time of year. The lady referred to is indeed leaving, after 15 years of employment at NAPS, to pursue a wonderful opportunity. We do not have a personnel problem. We employee 6 licensed Respiratory Therapists, and (aside from seasonal fluctuations) are always able to service our customers in a very timely fashion.
Thank you again for the opportunity to respond; I have since spoken with the customer, and we have resolved it to his satisfaction.
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 will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]