ResMed UK

Reviews:

Excellent personal customer service when you need it. ResMed is less good on product range and prices. Only two machines are available; one for home use and one for travelling. Both are expensive, even if you qualify for VAT relief. The only home machine available (as I write) is the Airsense 11, which is both very good and irritating in equal measure. If you don't have a consultant (I don't anymore as I've been on CPAP treatment for 19 years), you HAVE to get help from ResMed as, to set it up properly, you need access to the clinical menu. The help I received was first class, for which I remain very grateful.

The short delivery time is the key thing for me. Two days from placing the order is very good. The suggested time was one day, which was an over commitment, so be careful of that. I am very happy with the actual time, though. The product is known to me and is great. The website has great detail and information. Compatibility information - masks to machine is a little complicated, though.

I have used ResMed products following my diagnosis of Sleep Aponia for many years. I didn't like the (ResMed) masks supplied with my cpap machine by the hospital as it seemed too big and overwhelming (I can only tolerate the mask covering my nose, not both nose and mouth). The styling of the masks have improved and I particularly prefer the magnetic closures rather than relying on velcro. I recently snapped on of the magnetic pads (I think the plastic surround had degraded), and initially I couldn't see these spares being available, I ordered a new mask at considerable cost and then found that these spares were available, so I got a set of the magnetic pads to have in hand. I wish that I might have found these spares earlier. Perhaps these small spares should be more prominently listed.

Initial ordering process and latter assistance from your customer services were both excellent. Unfortunately when I had a minor issue and needed some help your automated (email based systems) let you down. Having sent an initial message on a Monday on note on the system advised that it may take up to 3 days for a response, however non came. I sent follow up message with another 3 day response time note - once again non came. Having given up on automated systems I called your customer services line and the service once again was excellent and the problem was resolved in minutes.

Great product, has stopped the leakage that was causing me to have further seizures. It's a bit expensive for what it is and dont understand why it only lasts a month. It could also do with coming with instructions on how to fit as not every client will now that the mask comes apart and what I bought replaces the existing part. Fortunately there is a YouTube video showing what to do that I found.

Technically your product is great. However, your sizing guide is not good. I used it to measure for my mask and ended up buying the medium size. It did cover my face but was too big. I bought a small one and it was perfect. You really need to make a video explaining how it should fit on your face and where the top and bottom of the mask should sit. Even paper templates of the overall size of the mask which you could fit on the your face would be better and not too expensive for you to make. These masks are too expensive to make mistakes with size.

Exceptionally helpful sales support, and the shipping was fast and efficient. Can't fault my buying experience - absolutely top drawer.. And on top of that, I benefited from a brief sale event which saved me 20 percent on clinical products. Thank you!

Equipment is very reliable, with good customer service. But, sales are infrequent and prices for a new CPAP machine are steep. This really matters when you're a pensioner who's been using Resmed kit since 2007. However, replacement parts are available for mask assemblies which helps keep costs down. For me, my S9 is a lifesaver, so thank you Resmed. I would like a new S11, but I cannot afford it.

My service provider wouldn’t / couldn’t supply a heated tube for my Airsense 10 machine so eventually I bit the bullet and bought one myself. I’m so pleased I did - the difference was immediately noticeable. The air temperature at this time of year is uncomfortably cold at night and this tube addresses that perfectly. Superb product, great support from Resmed, very happy user.

Having used Resmed equipment for almost 35 years I have always found their service to be first class. This was again the case. I placed two order with one for the new N30i mask which is incredibly comfortable but does tend to ride up the back of my head during the night. I have tried to adjust the straps without success and think an extra strap would help. I also purchased an AirSense 11 AutoSet that brings me up to date from the AirSense10 which kept telling me that the motor was out of date and should be replaced. The 11 is excellent although I do not know how to shut the power off to it other than swithch off at the mains. It also came without the blanking plate for travelling and that was a surprise as did not see any note about that on the site.

The machines are great - this is the third one I have had. The downside is the cost - very difficult for a pensioner to either justify or afford. And the spares....... - good but I keep trying to carry on with what I have.

I ordered the Hypoallergenic filters which I have used for years and a pack of CPAP mask wipes for when I travel because I do not seem to buy the cleaning fluid any more!

quick delivery, but box was broken and re-sealed by the post office. Contents undamaged though

I recently purchased an Air Fit F20 Non Magnetic Medium Cushion Full Face Med Quiet -EU Package on line from you having purchased several times also prior to this occasion your 6 pack Res Med Air Touch F20 Cushion Fit Replaceable Masks. I mistakenly thought that the New F 20 kit would accommodate the cushion fit facepieces which unfortunately is not the case. I would very much appreciate your response and advice on what to order on future occasions as I really do rate and wish to continue using your products. Yours faithfully, Fred Parrott

I find the customer service people (particularly Sarah) most helpful and sensitive. The only drawback is that it is not easy to get through on the phone first time and I often find that I have to wait for a call back which is not often convenient when at work.

I have been a Resmed CPAP user for a number of years but work all over the world and acquired my Resmed machine (Air sense 10) in Singapore. It has developed a fault under warranty but I was told I could only get it repaired in Singapore. I am working in the UK until Christmas so that was not possible. I suggest you remove that restriction. It is exactly the same machine as sold in the UK and you should have a reciprocal repair arrangement for Resmed products under warranty between your international corporate entities. I was therefore forced to buy a new Machine - your latest Air Sense 11 in the UK. I obviously needed to input my settings but the user manual does not provide any guidance on how to access the clinical settings menu. You should make that available - users are not imbeciles and should be able to adjust such an expensive piece of equipment themselves. Fortunately, you have a lady, in Abingdon I think, I am sorry I do not know her name, but she regularly answers the phone and knows of me from Singapore. I wish to convey my sincere thanks and appreciation to her for assisting me in setting up my new machine which had been closed to me. I had not slept properly for days and she guided me to and through the settings in a most helpful and explanatory manner. She was a star and that is why despite the difficulties I have drawn to your attention, I have given you five stars in my assessment. That lady deserves the highest commendation from her managers - she has redeemed your company's substandard and defective repair arrangements and consumer guidance manual. You should reflect on the fact that there is no room for a little England mentality in doing business. Resmed equipment is bought by people all over the World who work and travel all over the World - which is a very small place in modern times. One should not have to buy a new machine because a recently bought one breaks down somewhere other than where it was bought.

I was very impressed with the service as the spare parts arrived within 48 hours or ordering . It was very easy to find what i was looking for and i presume the spare parts i was looking for are ordered on a regular basis by others who have the same issue that i had . I have also had anothebroken part on the cpap machine and i am sure not coincidentally the spare part was available for purchase . Very helpful

The mask that I ordered is the most comfortable of your ranges. Unfortunately the hospital that supplies me won't supply this model so I order directly. Please don't stop producing this mask . I don't get on with the others at all.

Sarah was incredibly patient and helpful in talking me through how to adapt to a new face mask and other features of my ResMed CPAP.

I recently bought a new CPAP mask from Resmed. I couldn’t get on with the style of the mask and so returned it under Resmed’s returns policy. This returns process was quick and easy and the refund was in my bank account within a few days.