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Resmed customer service
#11
(01-14-2017, 10:22 AM)lab rat Wrote: That's because you're not in the USA

I am indeed not in the USA, can't argue with that. Also, I paid my machine full price, and I guess I have therefore more right (like an extended warranty beyond 2 years, under UK law).
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#12
I purchased my Airsense 10 Auto in November 2015, with an extended five year warranty, here in Australia. I have had a few issues and Resmed have been accommodating each time. However I do push my rights under consumer law and stand up for them. I am very lucky though as Resmed head office is located about 45minutes drive from where I live and the store I purchased it from are owned by Resmed.

James
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#13
It's disturbing that this thread has devolved into a justification of who should and shouldn't be offered service based on who paid and how much they paid.

If I was the OP I'd have already opened a case with the BBB and would not accept this type of poor service. Nor would I have been waiting for someone to call me back, I'd be on the phone calling till someone helped me.

If I was one of the responders here located in the UK, or Australia, or somewhere else where Resmed apparently routinely replies, even on the weekends, I might have called, and or emailed them a copy of this thread, in the hopes that they'd help a fellow member here.

Just my 2 cents.
If everyone thinks alike, then someone isn't thinking.
Everyone knows something, together we could know everything.
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#14
My name is Morgan Perez, and I am the Senior Director of Customer Service at ResMed. I saw your post today and would like to make sure your concerns get resolved. I am sorry to hear about your recent experience and want to speak with you and answer any questions you might have. Please email me your phone number to: morganp@resmed.com, and I will give you a call.
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#15
Morgan, your reply is very much appreciated. I have sent my telephone # through email.

car54
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#16
(01-18-2017, 01:14 PM)resmedcustomerservice Wrote: My name is Morgan Perez, and I am the Senior Director of Customer Service at ResMed. I saw your post today and would like to make sure your concerns get resolved. I am sorry to hear about your recent experience and want to speak with you and answer any questions you might have. Please email me your phone number to: morganp@resmed.com, and I will give you a call.

Now that's what I'm talking about. That's the type of service to be expected, and that's the type of service that keeps me and others here buying Resmeds products. I applaud you for opening an account here, and for trying to resolve the issue. Awesome, indeed, great job Resmed. Thanks for restoring my faith. I was almost certain if you just knew you'd help, and I'm glad to see I was right.

Kudos to whoever sent you a copy of this thread as well.
If everyone thinks alike, then someone isn't thinking.
Everyone knows something, together we could know everything.
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#17
Resmed does have a number that one can call in the US. It is called Tech and Patient Support. The number is 800-424-0737.

Best Regards,

PaytonA
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#18
Morgan recently contacted me. The mask defect and inability to get replacements were discussed. That's all I really wanted to do, have some communication with the company.

Thanks Morgan, Car54
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#19
(01-18-2017, 03:39 PM)car54 Wrote: Morgan recently contacted me. The mask defect and inability to get replacements were discussed. That's all I really wanted to do, have some communication with the company.

Thanks Morgan, Car54

If you're happy, I'm happy. Glad to know they expect people to reach out to them, and don't shirk their responsibilities. That's the hallmark of good manufacturers. Reality dictates issues will happen, it's how they get handled that makes the difference imho.
If everyone thinks alike, then someone isn't thinking.
Everyone knows something, together we could know everything.
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