CPAPstudio Avaliações 

Resposta da CPAPstudio

Há 7 dias

Dear Steve,

Thank you for your feedback. We are sorry to hear about the issue you have experienced with the mask.

We would like to clarify that the mask you purchased is from our ResPure range, which is our own more affordable range of compatible CPAP products. The product listing clearly identifies it as a non-OEM compatible product and it is not advertised as a genuine ResMed mask.

We also sell genuine ResMed masks on our website, and these products are clearly identified and branded as ResMed.

That said, we fully stand behind the quality of our ResPure range. A mask separating from the frame during normal use is something we would like to investigate. Once we receive the requested images and confirm the issue, we will be happy to send you a replacement mask free of charge.

We appreciate you bringing this to our attention and hope we can resolve this for you promptly.

Kind regards,
CPAPstudio

Resposta da CPAPstudio

Há 7 dias

Dear Customer,

Thank you for your feedback. We are sorry to hear that the AirFit F40 did not provide you with the same seal as your previous AirFit F20.

Different mask models have different designs and fitting characteristics, and unfortunately a mask that works extremely well for one person may not provide the same seal or comfort for another. The fact that your F20 provides a good seal while the F40 does not does not necessarily mean that the F40 has a manufacturing defect.

Our returns policy for opened and used masks is restricted for hygiene reasons. However, this does not affect your rights if a product has a manufacturing defect.

If you believe there is any manufacturing defect with your F40 mask, please reach out to us directly with details of the issue and, where possible, photos or a short video. We will be more than happy to assess this for you and, if a manufacturing defect is identified, provide an appropriate resolution.

We remain happy to assist and would welcome the opportunity to look into this further for you.

Kind regards,
Gary
CPAPstudio

Resposta da CPAPstudio

Há 7 dias

Dear Customer,

Thank you for your feedback, and we sincerely apologise for the experience you had trying to contact us.

We are very much still in business, but on this occasion we clearly fell short of the level of customer service we aim to provide. You should have received a response to your email, and when we told you that we would call you back, that call should have been made. We apologise for both.

We understand that you have now sourced the item elsewhere, but we appreciate you bringing this to our attention. We are reviewing what happened so that enquiries and promised callbacks are followed up properly in future.

We take customer support very seriously and are disappointed that your experience did not reflect the standard of service we want our customers to receive.

Kind regards,
CPAPstudio

Resposta da CPAPstudio

Há 7 dias

Dear Customer,

We are sorry for the initial delay and communication issues you experienced with your order.

We would, however, like to clarify that your order has now been fully refunded and the matter has been resolved. We understand that you also raised the same concern through a Google review, which you subsequently removed following resolution of the issue.

We completely understand your frustration at the time you originally posted this review, particularly given the delay in receiving your refund. However, as the refund has now been completed, we would really appreciate it if you could update this review to reflect the final outcome and resolution.

We sincerely apologise for the inconvenience caused by the original delay and appreciate your patience while the matter was resolved.

Kind regards,
CPAPstudio