Customer service lies in the art of serving our target patients well by identifying their wants, needs and expectations.
Customer service lies in the art of serving our target patients well by identifying their wants, needs and expectations.

UPDATE REGARDING PHILIPS RECALL

philips cpap philips recall

It has been more than four long months since the Philips recall was announced on June 14, 2021, and we are pleased to say that we finally now have an update for you.

 

As you may recall, we were originally informed by Philips that they would be dealing directly with our patients in terms of either replacing or repairing the units that are affected by the recall. This plan, however, has changed. Please carefully note the following:

 

DREAMSTATION CPAP OR AUTO CPAP:

 

Philips is now providing intermittent shipments of replacement devices to our clinic, and it is now our responsibility to contact our affected patients and make arrangements for them to return their recalled device and obtain a replacement device.  This process only applies to DreamStation CPAPs or AutoCPAPs.

 

The first replacements will be issued to patients who purchased their DreamStation in June 2021, the second replacements will be issued to patients who purchased their DreamStation in May 2021, then April 2021, then March 2021 and so on. Please note that for any replacement to be issued, you must register your device with the recall. Click here to register your CPAP machine

 

Given that we have several hundreds of patients who purchased these devices, we are not yet able to estimate the time it will take to replace all of these units, but we can guarantee that you will be contacted as soon as possible for the replacement of your CPAP machine based on your purchase date. Our key priority is to process these exchanges as quickly as possible, so for this reason, we kindly request that you refrain calling our offices to inquire when it will be your turn as we wish to focus all of our energy and time on processing these exchanges in a timely manner.

 

SYSTEM ONE 50 OR 60 SERIES CPAP OR AUTO CPAP, BiPAP, BiPAP S/T, BiPAP AVAPS, BiPAP ASV, AND DREAMSTATION GO TRAVEL DEVICES:

 

For the devices mentioned above, we are awaiting confirmation from Philips as to whether these devices will be repaired or whether they will be replaced with an equivalent device with new sound abatement insulation inside. Philips has received FDA approval for the new sound abatement insulation in these units, but Philips is still waiting for Health Canada authorization.  They have promised to inform us as soon as they have news on this front, after which we will pass this news on to our patients.

 

We greatly appreciate your patience and understanding as we navigate this redemption process and will reach out to you with any further news as soon as we have it.

 

Sincerely,

Sleep Apnea Solutions

 


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