Rodney
Defective ResMed AirSense 10’s and so-so customer service and TERRIBLE warranty evaluation via ResMed
I purchased a ResMed AirSense 10 from CPAP.com about a year ago. The purchase was easy and fast. About a month into use, it started to smell of smoke. It took me several months to return it, which is on me. The return process was straightforward. They sent the AirSense to ResMed, which returned it back to CPAP.com without repair, stating that their extensive warranty evaluation didn’t reveal a defect. After receiving the AirSense after about 2 months (that’s how long the warranty evaluation process takes, which left me without a CPAP for that time), it still smelled of smoke. When I approached CPAP.com about the ongoing issue, they revealed that they WERE ABLE TO REPRODUCE THE BURNING SMELL prior to sending the unit to ResMed, which means they returned a CPAP to me that they knew was defective. To add to all this: in the meantime, I just couldn’t go without a CPAP machine, so I purchased ANOTHER AirSense 10 from CPAP.com. To their credit, CPAP.com offered me a small discount for my trouble. Shortly after starting with the 2nd AirSense, it began to smell of smoke! I reached out to CPAP.com customer service, again, let them know of my situation, but didn’t hear back from them over two business days. I know most AirSense 10 users don’t experience an electrical burning smell, but I did, confirmed by CPAP.com’s own testing. Now, I’m in it for the cost of two AirSense 10’s without a usable CPAP and without a clear path to a working CPAP (due to how long the warranty evaluation process takes) for what looks like another 2 months. A really frustrating experience with CPAP.com and ResMed. UPDATE I asked CPAP.com to take back the two defective AirSense 10's, refund the 1st, and provide another new or refurbished AirSense 10 or another brand of CPAP or take the machines back and provide me a refund. The opted for the latter, so I'll send them back for a refund. Somewhat cryptically, they indicated that I shouldn't purchase another ResMed AirSense 10 because I'd likely have the same experience. The conclusion I'm drawing is that there could be numerous AirSense 10's out there with this same problem, and that ResMed must be returning them without repair upon warranty evaluation for an electrical burning smell. If this is the case, it's scarier than Halloween, for sure. Regardless, I'll be taking my business elsewhere. TLDR: Buyer beware: you might get a defective ResMed AirSense 10 that blows electrical-smoke, have to wait 2 months for a warranty evaluation, and still have the problem after it's returned to you.
Response from cpap.comOct 30, 2023
Hi Rodney, We are very sorry for the poor experience you had with our company. We want to look into this matter for you as we take pride in providing our customers with the best service possible. Please send us a message with your account information such as your order number, email address, the complete first/last name on your order and, or your phone number. We hope to hear from you soon!