ResMed Shop Poor Service on Multiple Fronts-BEWARE

I am a physician, software developer, and 5-year CPAP user of a ResMed 10 that was purchased through my hospital. I need an AirMini for easier travel, and my hospital does not stock this device. I thought buying it from the ResMed shop seemed like a good idea...until:

1) HORRIBLE ORDERING PROCESS. Even though I'm already a ResMed 10 user, ResMed could not provide me an easy way to get the supposedly FDA required prescription for this device which has the same intended use. I think this is a misreading of the FDA rules. I was required to visit my physician in person only to get this prescription, and the physician made it sound easy to get the prescription, but this was not something he could hand to me...it had to be done in ResMed's form, and despite this being a sleep center, it took several MyChart messages and phone calls to complete the process. My time, my physician's time, his office's time, all wasted...and this is a major sleep center. Resmed can't be bothered to work with these providers to make an easier process. I complained directly to them about this, and they just lazily pointed at the FDA and Medicare as the problem. No Resmed, talk to these Sleep Centers and find a better way.

2) MEDIOCRE "SHOP" SITE MEDIATING SALE. "Shop" with its dumb confusing name also acts incredibly dumb...many of the emails it sends do not contain the order number. It also seeks to suck up your phone number and get you into their vampire loyalty program. It does not allow easy tracking of past orders, etc. There is no central place to request returns.

3) POOR GUIDANCE IN ORDERING AIRMINI. All or most AirMini users will not be new to CPAP. I saw the AirMini information, but it did not make clear that the hose for the ResMed 10 does not work on the AirMini. I received the AirMini today, only to find that I did not order the right things. A good store would realize this is a common problem. Again, when I complained, they just said if you need tubing, order it. They don't care about your experience.

4) POOR RETURN POLICY. I looked at the AirMini, and thought that the Travel Bag accessory seemed like a good idea...until I got it. It is too heavy and bigger than it needs to be. ResMed's return policy is that it must be unopened and unused. Mine is unused and pristine, but I opened the clear plastic bag it was in thinking that perhaps there was tubing in it (it seemed possible because it is so heavy). I asked to return it, but ResMed refused because the plastic bag is opened. DON'T BUY THIS TRAVEL BAG, AND DON'T OPEN ANYTHING BEFORE YOU ARE SURE YOU WON'T RETURN IT.

Avoid using ResMed shop if you can!