5/5
Unfortunately, I bought about a month ago a CPAP from this store. The CPAP humidifier and air tube are not working properly and they are not consistent. The air is cold, and the humidifier is fully empty in one night, the tube set at 25 degrees Celsius is cold, although I have a humidifier in the bedroom working daily around the clock.
I called to request a replacement. A technician handled the call.
After explaining the issues, she said the machine is fine you have to see the Doctor if your nose and sinuses are not comfortable after using the machine. In fact, without using the machine I am just fine!!
At the end she said she will call me back. I had to call her myself after 5 hours.
I told her anywhere else I could have had a replacement of the machine without this hassle, for example at Amazon. She said this is a medical equipment Amazon doesn’t have it. I invited her to double check.
I requested a replacement of the machine. She wants to send the machine for repair under warranty instead of replacing it. I asked to talk to the Manager she said she will ask her to call me and she hanged up.
With all due respect to the technician, I will do my best to avoid her.
This is a bad experience; I want to acknowledge that when I bought my previous machine from the same store it was a good experience.
Update 17.02.24
The next day, the manager Samina called me and offered the following solution:
Send the machine to the manufacturer to check it and repair it. A temporary machine is offered during the repair period.
As my old machine is on recall and left in Europe, she managed to have it replaced without sending back the recalled machine. I thank Samina for this extra step.
The plan is to complete the above next Wednesday.
I modify my rating because of the manager efforts to resolve those issues with the tools available to her.
After the results of the repair, I will update the review.
