CPAP.com beware see post

Adam--I guess your Paul's boss. I called tonight because after spending a grand with your company in February, my smart card appears to have died in my Respironics Machine--why, who knows. I called for two reasons--one because I wondered if there was a way to reinitialize the card and two because the machine and products are less than 60 days old.



I spoke with Paul--when I bought my machine he was a peach--I said to Paul--that I wondered it this were under warranty and we could swap cards. To that he replied my options were to either send back my machine for you all to trouble shoot with the card or to buy a new card. I said--why can't we swap cards--he again stated he would need my machine. I explained to Paul that my apneas are 84 and I'm legally not allowed to drive a car without therapy so this was not an option as the machine works fine--no error on the machine other than beeping with the card in--I think after looking at it on the computer the card is crashed.



Paul reiterated again that the only thing he could do would be to sell me another card if I wouldn't return my machine. Again, I explained to Paul this was not an option and I thought it was bullshit--yes, I'm sorry, but I did use that word to which Paul stated I was now cursing him--not sure what you all consider cursing in Texas--but to call a situation bullshit is a appropriate description for what I was feeling. I told Paul that there was a third option--not to do business with your company to which he replied it most certainly was. I admit to being very frustrated--why we can't swap cards given the newness of the machine is a mystery to me.



So Adam--your call, I guess I need to buy a card--but this situation tonight was less than helpful. Appears the downfall to doing business with your company is service after the sale or so it would seem.



dan



Dan Kalm

I'm sorry--this must be frustrating. Have you tried connecting the usb plug of your card reader into the back of the actual computer (the thing where the hard disc resides, not the monitor). I found that it does make a difference. I bought another card (cheap) before I realized that that was the problem. Apparently, the usb ports on the monitor are not as powerful, and the card reader needs full power.

Give it a try. You may have to reinstall the card reader software, I don't remember....Really, your problem may have a really simple solution.

Just what is your card doing or not doing? Are you plugging it in to the same USB port every time you download data?

Have you tried gently wiping off the strip on the card? Sometimes that helps.

Please let us know what seems to be the problem with the card. Maybe we can help.

$10 for a new card isn't much, but I realize it's the principle of the thing. Sorry you are having problems -- many of us have dealt with cpap.com and would venture to say that our transactions have been 99.9% perfect.

You have a few logical options:

The machine is under warrenty, send it back pay the postage.

Run it without the card, the card isn't required for treatment.

Buy a new card. (May not solve the problem, because you don't know the cause of the problem.)

Last and my favorite, purchase a a Remstar Auto "Classic", that doesn't have problems with the smartcard, or the HH, and use the "M" for travel or use with a small lightweight bedside tray. Jim

I would first understand:

1. You cannot take a SmartCard once it has been installed in say a Classic and insert it in a M series without first erasing it. Even if you stick it in only for a minute the "first" machine will write to the card, once it writes to the card it is no good for any other machine.

2. Card has failed? Try erasing it first using EncorePro. Erase it then set it up using YOUR profile. DO NOT use the Prescription feature of EncorePro, easiest way there is to fault your card.

3. The cards I think are spec'd out for about 1,000 reads/writes, they eventually go south. When the card is good you should get 2 beeps when it is inserted (that is when it writes to the card). Erase it, if it still doesn't work then the card is probably bad. Now the card reader could also be bad, maybe cpap.com knows about issues I don't, so maybe that could be why they want the machine back. I have several cards from all the machines and software I have purchased over the years so if I insert 2 cards and it is still bad I'd send back the machine.

That was exactly it--I moved it from my laptop to a desk top and had it plugged into the monitor usb port--moved it to the box or tower itself and works like a charm--Thank you all so much!!

[quote="Linda3032"]Just what is your card doing or not doing? Are you plugging it in to the same USB port every time you download data?

Have you tried gently wiping off the strip on the card? Sometimes that helps.

Please let us know what seems to be the problem with the card. Maybe we can help.

$10 for a new card isn't much, but I realize it's the principle of the thing. Sorry you are having problems -- many of us have dealt with cpap.com and would venture to say that our transactions have been 99.9% perfect.

klaimguy, not trying to tell you what to do here, but I would hope that you would write some sort of an apology to cpap.com.

I know it was the principle of the issue, but the card was not defective. If you had simply written a post telling the forum what problem you were having, we could have helped you.

Instead, your post was "badmouthing" cpap.com. I think that calls for a public followup post. Just my opinion.

Linda--I agree that the problem was technical--but here's where I get a little defensive--I do apologize for bad mouthing CPAP.com, but not for the "service" or "help" given by Paul. Appears from a prior post that at least one other person has had issues--when someone hangs up to not talk to that person--that means something--so CPAP--I do apologize--but Paul--you should work at Capital One or Dell--they both need people like you.

Considering what you've written here, I might have hung up on you, too. (if that's actually what Paul did). Based on your SUPPOSED "problem", he had every right to ask you to send the machine back to check it out.

If you don't know what you're doing or how to troubleshoot the problem OR come HERE first to find help for your problem......don't badmouth the one person you called for help. They don't do support for the software, cardreader, etc.......it's primarily sold for the benefit of the "medical professionals".

Aren't you glad you didn't send the machine back to find out you wasted your money on the shipping only to find out it was your FU?

Sounds like YOUR "bullshit" to me......NOT HIS!

Den

Dan, glad you found the answer to your problem.

You might want to consider getting a backup machine. If your apnea is that bad and you can't even legally drive when you're not getting treatment, what will you do if the machine stops working and you have to ship it back for repairs? I know machines are expensive, but it sounds like you really can't do without one. And if you don't have power backup for it, you might want to look into that, too, in case your power goes off at night.

Probably belaboring the issue, but I probably would have hung up on you, too, for the language reason. And if he had agreed to swap cards, you would have had the same problem, as it turns out, because the problem was not the card. There was no way for him to know if the problem was the card, the machine, or something else unless you sent the stuff back for them to check it.