Description of Event or Problem · 0
MY HUSBAND JUST HAD HEART SURGERY AND HIS CPAP MACHINE STOPPED WORKING JUST AFTER WE CAME HOME FROM THE HOSPITAL, HENCE HIS RECOVERY IS VERY DIFFICULT BECAUSE PHILIPS HAS NOT SENT THE REQUESTED REPLACEMENT. IT IS HARD TO LISTEN TO MY HUSBAND STRUGGLE TO "BREATHE" WITHOUT THE CPAP MACHINE. IT'S HARD TO WATCH THE EXHAUSTION HE IS EXPERIENCING IN THIS RECOVERY PHASE BECAUSE HE CAN'T GET A MACHINE FROM PHILLIPS. TICKET NUMBER (B)(4). I'VE CALLED (AS REQUESTED) EVERY FEW DAYS AND AFTER MORE THAN TWO WEEKS I HEAR THE SAME RESPONSE - "IT'S IN PROCESS" AND PHILLIP'S STAFF HAS NO IDEA WHEN IT WILL BE SHIPPED. THEY GIVE NO REASON AND SAY THEY HAVE NO IDEA HOW LONG IT WILL TAKE TO BE PROCESSED. I GET PUT ON HOLD OR HUNG UP ON WHEN THEY ARE CALLING AROUND TO TRY TO FIND OUT. SEEMS LIKE THE DEPARTMENTS DO NOT WORK TOGETHER. I DON'T LEAVE A MESSAGE ANYMORE BECAUSE NO ONE CALLS BACK. TODAY, I JUST LEARNED FROM PHILLIP'S PATIENT SUPPORT THAT THE PROBLEM IS THAT THE DEPARTMENT THAT HAS THE SETTINGS HAS NOT FORWARDED THE INFORMATION TO THE PROCESSING DEPARTMENT. THAT"S THE HOLD UP. IT'S AN INTERNAL PROBLEM. PLEASE GET INVOLVED AND GET THESE BUSINESS PROCESSES IMPROVED. I ALSO JUST TALKED WITH THE PHILIPS RESPIRONICS TEAM AND THEY CONFIRMED THAT THERE IS NO APPEAL PROCESS OR MANAGEMENT THAT WILL TALK ABOUT IMPROVING THE PROCESS TIME OR GET AN EXPEDITED MACHINE EVEN DUE TO AN OPEN HEART AND BYPASS SURGERY. THIS GIVES US MANUFACTURING A VERY POOR NAME. MACHINE "DIED".