ResMed Avis 4 616

I opted to hire a CPAP machine from ResMed, Brighton SA for a trial. I was given a kit with little information on the product. I asked for an instructional brochure, I was advised to research their product on YouTube. The representative confirmed I would receive a call the following day. No call received. I returned the kit 6 days later. I asked why an instructional pamphlet wasn’t available. The representative stated they no longer offer a brochure due to Covid. But you are offering a mask that others have used? I requested an email confirming that I returned the kit. It never arrived. I called the following day requesting they confirm my email and forward the email again. I was advised that no email was sent the previous day. Dreadful customer experience and lack of continuity between staff members. On a High Note: Easy CPAP has wonderful reviews and service. They assisted me where ResMed failed.

ResMed has to be the worst company for customer service I have ever had to deal with. Not only the charge you for products that you haven’t ordered or agreed to when purchasing the machine but then they don’t even send you the things that they have charged for and when you try and make contact to discuss the issues there is never a suitable person to talk to to rectify the issue or ever get a call back. I am extremely disappointed at their shocking customer service. Would never recommend this company to anyone. Go with benchmark instead.

Just less than 3 months ago I went in and purchased a Resmed Air Sense 11. Latest CPap machine. The agency staff are 10/10. Lovely knowledgable etc...
Within 2 weeks the unit was faulty. Resmed Australia had no interest in a speedy resolution. I sat with the agent during the call.
About 7 weeks later a new Airsense 11 turned up. Agent apologised.
After about 1 week the Airsense 11 faulted ... different error. I accept bad luck and that the Airsense 11 is a great product - when it works. My problem is Agent has waited 3 days just to hear from Resmed Australia what they are going to do. No reply yet. CPAP Direct - Townsville are lovely and helpful but dependant on Resmed Australia who appear to have a shocking response to problems despite having a good product - when it works.

I have been exposed to a service level that I would state as disgusting from RESMED Australia,

I contacted the customer service team as they had missed a scheduled payement, staff stated that this was due to no funds (funny enough not the reason) then stated that they had no idea and would need to look into it (common statement) ... then they took two payments that I did not authorize. The rep stated that this was for an overdue payment from February (7 months prior), but that this was not something they would help me resolve and that I needed to contact accounts, they also refused to escalate.

Contacting accounts, i was again told it was for a missed payment in February, but had to have them review March payments as had actually handled it in March (6 months prior)

During this time, i find out that my resupply of items has not been sent (but is actively being billed for), i was informed that they would look into this, and that i would receive a call back in regards to when it would ship. Oh, and the double payment would be assigned to the next bill!

Fast forward 9 days, no notifications received, no items received, contact customer service again, they confuse themselves again, and attempt to make me wrong by not listening to the complaint! refused to escalate! Contacted customer services by phone, upset with the bad service.

Was told that my resupply (again already billed so far for 4 increments) had not been sent. Requested immediate escalation to a supervisor, but was informed that that could not occur. They stated that the Manager would call me back, or that they would reach out before close of business.

At 5:30pm with still no contact, I called again, and was told "the supervisor had gone home sick!"
"Not my problem, get me their boss!"
"She is the boss!"
"Then get me her boss!"

Finally put on hold, and magically the supervisor was found. But as no one had escalated the information through still required time to find out what was occuring!

So 10 days after trying to do the right thing, and a month after the items should have been received, I have received shipping notification that the items have been lodged with Aus Post.

I am at the point where I am considering cancelling the contract and finding a partner agency who does not make me feel that they would rather blame the client then actually understand what is occurring and who does not provide a service that they cannot control.

The machine seems to work fine. The app to review sleep data is terrible. Works well for weeks then no data for days at a time. They do say they “have my data” but it will be a few days before I can see it. Why? What is the problem?

Very Good nice and cheap while i am using the trial to get use of it for a few months but if i get off my body will suffer mentally and physical

Refused to replace defective equipment in our possession less than 24 hours.

I previously was using a different CPAP machine which was 5 years old and changed to ResMed. What a difference in performance. For the first time I have received support in the use of my CPAP machine. I can not speak more highly of the staff as ResMed Brighton Rd Hove and in particular Kym who has been very supportive and helpful. Thank you all.

A shout out to Liverpool store Manager Rajani & her equally helpful staff for their excellent customer service. Being a first time cpap user that extra care & support factor always goes along way in making the whole experience a little easier. So thank you team Liverpool & keep up the good work!

Ben D

Easy to navigate and complete form.

My payment details changed. I get messages that my payments were unsuccessful.
I have tried to update my details both over the phone and on the website, both without success.
Original told try again 30/6/23 ---------now told try again 3/7/2023.
Why should I have to be making these efforts?

I ordered the wrong nasal masks and Resmed was very happy to help me with swapping them out for the correct ones.
Having said that I had to make 2 phone calls as the first woman I spoke to was going to call me back (as she wasn't sure) but never did. If I had not made a second phone call or forgot to call again I would have been stuck with the wrong product.

Great customer service and support

Great service. Very prompt. Well priced. Great machine.

In line with other reviews, product worked ok for a few days and then the fit failed. The only way to compensate for it was to increase the advancement to a point that caused jaw pain. I appreciate it's a budget solution so not completely unexpected and probably should have taken reviews more seriously. Also as far as I can see the 30 day return form is not made for these types of products. I believe it was a little misleading where I read the 30 day return policy, but perhaps missed the fine print on what this applies to.

Rang every week and have feedback on oxygen levels, gave different equipment options , always contactable , could go onsite if required but also had convenience of phone follow up, different flexible payment options
I have put a lot of people onto ResMed because they are easy to deal with

Whilst I like the CPAP Machine I have, their customer service and online platform is shocking! They can't get the mask I use right, and keep sending me the wrong order no matter how many times I have told them. Really disappointing!

Received what I requested within expected delivery time and works as advertised