It seems that ResMed’s customer service relies on both human representatives and AI bots, but the experience is frustrating and unproductive.

I’m dealing with a situation where my DME (Home Medical Provider) for my CPAP machine has gone out of business, and I require warranty support. When I contacted ResMed’s customer service, I spoke with “Scott” at 1-800-424-0737. His demeanor was aggressive, unhelpful, and dismissive. He repeatedly stated that he “did not know” how to resolve the issue and outright refused to escalate my request when I asked.

In Canada, ResMed’s system relies heavily on DMEs or Home Care Providers, and the majority refuse to assist unless you originally purchased the machine from them. If you move, or your provider closes down, you’re essentially left without options. This forces customers into buying a new machine, regardless of need.

DMEs are now a dime a dozen, with prices on machines varying significantly. ResMed worsens the situation by requiring customers to go back to their original DME for any support while providing no direct help of their own.

In my opinion, ResMed Canada operates without ethics. Their refusal to assist customers directly, combined with unmotivated, gangsta style, and unprofessional customer service representatives, highlights their lack of accountability. ResMed seems to prioritize profit over customer care, leaving consumers stranded in situations they didn’t create.