01-31-2018, 05:10 PM
DME represented machine with over 300 hours as brand new.
Greetings,
I bought outright a "new" Resmed 10 Autoset from my local DME yesterday. The price wasn't quite as good as I could get online, but it wasn't too bad and I thought the local support, and the chance to try multiple masks might be helpful.
When I was introduced to the machine, it was on a table where it had been set up for me and did not have any protective packaging etc visible. I asked if this was a brand new machine, and not a rental or a refurbished machine or something.
The technician insisted it was brand new and she had unpacked it herself. She refused to show me how to get into the clinician menu because she didn't want me "messing around". So, I took it home and looked up the key sequence to get into the clinician menu, where I found that the machine had 304 hours.
I was not pleased. I called them this morning and they first asked me how I knew it had more than 300 hours. I told them I was a curious guy with a PhD in Physics who wanted to understand what he'd just spend $1000 out of pocket on!!... They looked up the serial number and agreed that the machine looked like it was at least half a year old, and did seem to have been used.
It was funny that they asked me how I knew, rather than to immediately apologize for the "mixup".
I asked them how a mistake like this was possible, and they blamed it on the tech "grabbing the wrong unit". I do not believe them. They set up the unit, zeroed the user records, and used its serial number to connect it to the cell network. It seems likely that they plenty or opportunities to determine its status. Furthermore, when I asked if the unit was new, the tech could easily have said, "yes it should be, but I can check the serial number".
They did replace the machine, but it meant another hour of driving around to deal with it.
This is not my first machine, and I am regretting not simply getting in online. I now am probably going to cancel my $60 followup appointment because I doubt I'll learn anything, and if I do I doubt I'll trust it...
grrrrrrrr
Doug
I bought outright a "new" Resmed 10 Autoset from my local DME yesterday. The price wasn't quite as good as I could get online, but it wasn't too bad and I thought the local support, and the chance to try multiple masks might be helpful.
When I was introduced to the machine, it was on a table where it had been set up for me and did not have any protective packaging etc visible. I asked if this was a brand new machine, and not a rental or a refurbished machine or something.
The technician insisted it was brand new and she had unpacked it herself. She refused to show me how to get into the clinician menu because she didn't want me "messing around". So, I took it home and looked up the key sequence to get into the clinician menu, where I found that the machine had 304 hours.
I was not pleased. I called them this morning and they first asked me how I knew it had more than 300 hours. I told them I was a curious guy with a PhD in Physics who wanted to understand what he'd just spend $1000 out of pocket on!!... They looked up the serial number and agreed that the machine looked like it was at least half a year old, and did seem to have been used.
It was funny that they asked me how I knew, rather than to immediately apologize for the "mixup".
I asked them how a mistake like this was possible, and they blamed it on the tech "grabbing the wrong unit". I do not believe them. They set up the unit, zeroed the user records, and used its serial number to connect it to the cell network. It seems likely that they plenty or opportunities to determine its status. Furthermore, when I asked if the unit was new, the tech could easily have said, "yes it should be, but I can check the serial number".
They did replace the machine, but it meant another hour of driving around to deal with it.
This is not my first machine, and I am regretting not simply getting in online. I now am probably going to cancel my $60 followup appointment because I doubt I'll learn anything, and if I do I doubt I'll trust it...
grrrrrrrr
Doug
