ResMed Corp

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

April 3rd, 2015[redacted]Dear Mr. [redacted],Please accept our apology for your recent service experience with our customer service representative, and thenon-escalation of your call to a supervisor. We strive to provide high touch customer service at all...

times, and wetrain our customer service representatives to engage a supervisor at any caller's request. We will review thatprotocol with our staff, and apologize once again for your experience.Thank you for reporting your observation of discoloration on the inside of the AirCurve(TM) 10 VAuto humidifier tub.As a medical device manufacturer, ResMed values all feedback on the performance of our products and services.This feedback is critical to ensuring patient safety and product quality with our systems.Please rest assured that patient therapy is not affected with tub discoloration. An independent lab has confirmedthe discoloration is a staining of the stainless steel tub. The discoloration represents no risk to the patient and hasno impact on the functionality or life of the tub. The discoloration is caused by minerals naturally found in thehome.ResMed has conducted an extensive investigation to confirm the heating plate and circuitry of the device areworking to design specification. The tub materials used have been confirmed to meet specification. The cause ofthe discoloration is a chemical reaction involving iron present in the stainless steel finish of the tub and the siliconin water (even distilled water).ResMed's investigation has found the discoloration can be minimized by cleaning the tub before initial use.Regular cleaning minimizes the build-up of deposits in the tub. The cleaning should be performed in accordancewith the ResMed user guide.If cleaning does not remove the discoloration, we can work with you and your HME provider to replace your tub. Ifyou need assistance with this please call us at [redacted] extension [redacted].Sincerely,[redacted] Director of Customer Service- AmericasCC:Revdex.com

Review: Sell me ResScan software as you advertise on your web site.

When I purchased my AirSense10 I expected to be able to get ResScan software so I can view

my sleep data in detail.

"https://www.resmed.com/us/en/healthcare-professional/products/monitoring-and-da...⇄ Settlement: Sell me ResScan software as you advertise on your web site.

When I purchased my AirSense10 I expected to be able to get ResScan software so I can view

my sleep data in detail.

"https://www.resmed.com/us/en/healthcare-professional/products/monitoring-and-da...⇄ />
Business

Response:

Hi [redacted],

Thank you for your feedback. ResMed is happy to provide support and feedback with device usage via myAir which allows you to track your sleep therapy progress with a comprehensive dashboard. If you have not already created a myAir account you can do so at: myair.resmed.com.

The ResScan software is only available to our B2B clinically trained customers. The level of detail and data in the software is not intended for patient use.

Best Regards,

ResMed Customer Service

Review: I have tried for months to contact Resmed . So far they have not responded to me. . Their c-pap products have an odor that is suffocating . It smells like rubber or paint fumes.

I had a new c-pap that had to be returned and I thought it had set in a building that was freshly painted and had picked up the odor but with my new tubing which came from a different area I assume it also had the same odor.

My c-pap means to life or death to me .

Please contact Resmed so I can get this reported to them.Desired Settlement: Please fix the problem and get my supplies to me odor free.

Business

Response:

May 27, 2015[redacted] Staunton TurnpikeParkersburg, WV, 26104Dear Ms. [redacted],Thank you for contacting us regarding your concern with your CPAP device and the report of rubber or paintfumes. We apologize that you have not been able to reach us. We have attempted to contact you repeatedly inthe last several weeks via phone; 304-[redacted]; 304-[redacted], and email; [redacted].net. We would liketo speak with you regarding your concerns and identify if the CPAP device in question is a ResMed product. Thereare several other CPAP devices on the market in the US which are not manufactured by ResMed.In the event your CPAP device is a ResMed product, we recommend daily cleaning of the tube before initial andrepeated use per the ResMed user guide. Cleaning your CPAP device minimizes buildup of deposits in the tub.Cleaning should also be done with competitors products in accordance with their user guide.In the event cleaning of the tub before each use does not resolve your concerns you will need to reach out to yourHME for resolution. If the device in question is manufactured by ResMed and your concerns are not resolved bycleaning, we are happy to work with your HME provider to accommodate an amicable solution. If you needassistance with this please call us at 1-800-[redacted] extension [redacted]Sincerely,[redacted]Director of Customer Service- AmericasCC:Revdex.comResMed

Review: This is design/safety issue: We purchased ResMed Mirage Quattro CPAP mask through HealthCare Solutions on 8/22/13. Saturday am 10/12/13, husband disconnected the mask from the hose to get up and the breathing flap (value clip/tongue) somehow got caught in the mask connection below where it is supposed to be rendering the mask ineffective! It looks like 180 degree flip! If we try to pull the plastic sides out, it is going to tear up the tongue. If we try to pull it apart, looks like it will break the round plastic tube. Obviously a flaw in the design. We contacted representative [redacted] @ ResMed with our concern and requested that we ship the mask to them for review by their design team. We sent pictures to [redacted] and she wanted us to take it apart and fix it. However, we were concerned that most people who use CPAPs are old and some might not even notice that the flap was not working and therefore the mask was not working. If someone has serious breathing problems, it could be disastrous. [redacted] would not accept direct responsibility on behalf of ResMed and said we would need to go through HealthCare Solutions. HealthCare Solutions replaced the mask under warranty per my call. [redacted] left message on our phone that she had spoken with HealthCare Solutions and they would send us return information. We have not received any return information from HealthCare Solutions. We have had many problems with HealthCare Solutions and granted they are probably the ones who are not sending as [redacted] requested, HOWEVER, we believe that ResMed should take direct responsibility for their products and handle themselves.Desired Settlement: 1) ResMed take responsibility themselves for sending return label/box, etc.

2) ResMed analyze and report to us actions that they are taking to avoid this fault in equipment.

3) ResMed review and change their policy for handling defective equipment and not force customer to go through middle supplier.

Business

Response:

Response to Consumer:

As a medical device manufacturer, ResMed values all feedback on the performance of our products and services. We take great care and pride to ensure that important matters such as this are properly managed, processed and researched in order to ensure an accurate resolution. We have documented your experience and provided it to our Product Management Team. We have sent a shipping box and pre-paid label so that you may return the mask to us.

We appreciate consumer feedback and we are so happy to hear that your current mask and treatment needs are being met at this time.

Review: I purchased a ResMed Aurcurve 10 VAUTO (Serial # [redacted]) in Mid December 2014 (that is when it was first made available by ResMed for sale). The unit comes with an integrated humidifier. The tray for this humidifier is half plastic half aluminum. I believe there was a problem with the galvanizing process because a portion of the humidifier tray has become discolored and appears as if it may soon begin rusting. . . .

I sent an email to their "Customer Service" department from their "MyAir" website but no one would respond to me.

I called ResMed on 03/05/2014 to try to speak with someone in their customer service department. I spoke with [redacted] (I am not sure what department he was actually in). He said that ResMed would not deal directly with me. When I asked to speak with a supervisor he stated that he rarely speaks with customers and that under no circumstances would a supervisor speak with a ResMed customer. . .Desired Settlement: To resolve this I would like the following: (1) I would like ResMed to replace the defective humidifier and to send it to my home address; and (2) I would like ResMed to send me a letter to explain to me why a company that is supposed to be in the business of providing equipment to people with Sleep Apnea to direct their employees not to refuse to allow customers to speak with a supervisor.

Business

Response:

April 3rd, 2015[redacted]

[redacted]Dear Mr. [redacted],Please accept our apology for your recent service experience with our customer service representative, and thenon-escalation of your call to a supervisor. We strive to provide high touch customer service at all times, and wetrain our customer service representatives to engage a supervisor at any caller's request. We will review thatprotocol with our staff, and apologize once again for your experience.Thank you for reporting your observation of discoloration on the inside of the AirCurve(TM) 10 VAuto humidifier tub.As a medical device manufacturer, ResMed values all feedback on the performance of our products and services.This feedback is critical to ensuring patient safety and product quality with our systems.Please rest assured that patient therapy is not affected with tub discoloration. An independent lab has confirmedthe discoloration is a staining of the stainless steel tub. The discoloration represents no risk to the patient and hasno impact on the functionality or life of the tub. The discoloration is caused by minerals naturally found in thehome.ResMed has conducted an extensive investigation to confirm the heating plate and circuitry of the device areworking to design specification. The tub materials used have been confirmed to meet specification. The cause ofthe discoloration is a chemical reaction involving iron present in the stainless steel finish of the tub and the siliconin water (even distilled water).ResMed's investigation has found the discoloration can be minimized by cleaning the tub before initial use.Regular cleaning minimizes the build-up of deposits in the tub. The cleaning should be performed in accordancewith the ResMed user guide.If cleaning does not remove the discoloration, we can work with you and your HME provider to replace your tub. Ifyou need assistance with this please call us at [redacted] extension [redacted].Sincerely,[redacted] Director of Customer Service- AmericasCC:Revdex.com

Consumer

Response:

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,