Resolved
Katherine B Pse

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Verified Reviewer
| map-marker New Kent, Virginia

Resolved: Customer S-e-V-I-C-E

Updated by user Feb 03, 2024

Company fixed the issue and I have been provided with apology. Customer service got back to me after a few days, more like a week.

When I initially tried to get Customer Service, I could only reach the finance department. They forwarded my call to Customer Service where I was told someone would call me back.

I took a week for the call back. Meantime the machine was mal functioning.

Original review Jan 17, 2024
I called Resmed customer service to report my machine was coming on automatically and shutting of spontaniously, leaving me awake during the night. They tried to reset it over the phone. That did not work. My machine is broken and I want it replaced. Obviously the machine is defective. It has only lasted about a year. I want some Customer Service - NOW.
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User's recommendation: Use a different device with good customer service that stands behind their equipment.

Fanta Yer
map-marker Brooklyn, New York

I have not received CPAP updates on my app since last Fri. Message says to wait a few days

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MyAir ResMed - I have not received CPAP updates on my app since last Fri. Message says to wait a...
MyAir ResMed - I have not received CPAP updates on my app since last Fri. Message says to... - Image 2
Sucks Ive gone 10 days without data update while others have experienced no interruptions. Called C/S and Oh well were having issues we hoped would be fixed by now. Really. New with you and not impressed. Maybe I need to find a new support.
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User's recommendation: Be careful.

Mary H Fpr

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Verified Reviewer
| map-marker Hyattsville, Maryland

See information below

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I have moved to MD from CA about 1 yr 9 mos and I am looking for a phone # on the East coast AND I need help in using everything from set-up forward . My CA tele # is 831-322-**** and my email is hmary3441@***.com
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Hans-Jochen S

App does Not Send data to my mobil

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I need my App data on my mobil phone. Up to now all was OK. Thank you very much and a successful week. Prof. Schneider
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Petet D

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Verified Reviewer

Can't get in to account

My email/password have stopped allowing me to access MyAir account. Reply is invalid Emil or password. I have reset the password numerous times , but still invalid with no access. HELP!!!
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Preferred solution: Access MyAir account

Delia W Zlu

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Verified Reviewer

Unable to access account

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I have spent most of this day trying to access my myair account The email was changed at my request by customer support However despite numerous requests to reset my password I an M still not on the site No I am being asked to pay to get help This is not a service Resmed Its a liberty Your support seems to be an AI Dissatisfied customer deliaannwilliams3@***.com
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BRANDON K Ury

Cannot get ahold of anyone

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I am very angry and frustrated, I don't remember my old email/password for the account that my machine is already connected to, I have a brand new account which I can't use due to the fact that my machine is already registered under the account that I no longer have access to and I also cannot reset the password because the email associated with it was deleted and I don't remember it in the first place I only know the email that I have right now, and you can't get ahold of anyone on the phone. It's a constant automated system that only has a few options and can never reach a life person. It even says to contact MyAir support if I'm having troubles like this but where WHERE do you contact them, it doesn't have any option to contact them other than the stupid automated system, I royally hate the world we live in today where all this is automated this automated that just answer the God damn phone like you use too

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Cons:
  • Not being able to contact anyone for help

Preferred solution: ACCESS TO MY ACCOUNT BACK OR DEREGISTERED SO I CAN RE-REGISTER IT ON MY NEW ACCOUNT

User's recommendation: Go somewhere else because if u lose access to your account you will never get it back

Marisol A Mjb

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Verified Reviewer
| map-marker Grand Rapids, Michigan

Download the app and the serial number won't work

Download the app and the serial number dosage go threw and dose t want to connect to my app on my phone
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Reine Lfu

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Verified Reviewer
| map-marker Tucson, Arizona

I am on my third resmed airsense 11 machine & heated hose.

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Using 2--30 min. prewarm sessions (water is barely warm) & then turning mach.

on for 10--15 min. to warm up hose. When hose is warm, hook up hose to mask. In about 10--20 min.

hose & air turn cold. If I unhook mask from hose, it will start to heat up. But when mask is connected back to hose, hose cools down again & just blows cold air. Hose is set at max temp 86*.

In morning hose still blowing cold air, but heat plate is hot ( humid is set on 5) & water in tub is very warm. I've done several trials during day. Heated hose & air are warm.

As soon as mask is attached hose cools off & blows cold air. Anyone else experiencing this?

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Rhonda Yjm

App keeps failing to register nightly dats

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Many of the features are helpful except when it doesnt work. Increased frequency of the data not being transmitted to the app. This is rather frustrating. It downloaded right away when I first got the machine and it was great but now that I have had the machine for over a year it often doesnt download the data to the app. Frustrated with trying to reach out to someone in customer service to help!
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Preferred solution: How to reduce the times it fails to report data.

User's recommendation: Anticipate periodic problems.

Leslie G Ehz

NO DATA LAST WEEK!!!

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Nothing wrong with my machine. My wrist Matt 11. Why are fire strong. This is the second time in four months that I started therapy that I cannot get my nightly statistics.
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Preferred solution: Fix the problem!

Jatoria Hjh
map-marker Rancho Santa Margarita, California

Data not available

I have not received data since August 9 and this is not the first time there have been such long outages. If this is only affecting ResMed Air11 then give us all 10s as clearly the newer model sucks. Last time you were able to push the data out to me, now I cant even get anyone to answer the phone.
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User's recommendation: I caution you not to get the ResMed 11 as it seems to have a whole lot of problems.

Anonymous
map-marker Cedar Grove, Wisconsin

Hasn't worked since July 28

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When the site was renewed on July 28 was working great and once they updated it I havent had service for 10 days house after
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User's recommendation: No, if there was another choice, I would I would go there but I guess that’s what Aurora offers

Mark T Lkm

NO DATA LAST WEEK!!! no data since July 31

Just kind of wish they could force the information from my machine to the app. I don't understand why. The machine can't just send it to my phone via Bluetooth. Instead of having to go to a doctor or the place where I bought my machine. Seeing As I am a driver and need it for the DOT. They may not want to wait for that information They want it now.
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Pros:
  • Machine works well and portable
Cons:
  • Would like to get discounts on products

Preferred solution: An apology would be nice. But what else would like? Something small like free filters discount on a mask. Anything anything would be better than nothing. The next question is about money.

User's recommendation: I guess the only thing I can say is be patient. And realize the person on the phone is not the person in charge.

Anonymous
map-marker Chesterton, Indiana

No customer service. My Air is non functional.

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My Air stopped giving me information. ResMed has complete lack of customer service. They are not transparent in disclosing the reason for My Air not functioning or when we can expect to be running. This company is not consumer friendly.
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User's recommendation: Look for another CPAP company

Anonymous
map-marker Kingwood, Texas

Missing data 3 days

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My New ResMed Air sense 11 continuously fails to update my data or score. It typically takes two to three days for ReesMed to get data updated and never over a weekend or holidays. VERY POOR Tech support and VERY POOR Automated data service.
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User's recommendation: Look ElseWare Hardware is great, Web support nonexistent.

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