ResMed Reviews 4,611

I rang ResMed today 8th March 2025 I spoke to Amy that what she said and I was asked if they can gave a pay out of recent receipt. From 8:24 am to 12:55 pm I’m waiting for the email. So I call back again at about 1:15 pm I asked where is the email that I’ve waiting.
Again Abby who answered the call is very similarly voice. I said to her that I’ve waited almost 4 hours the email that she promised but the way she approached to a customer like she think she’s CEO of the company she said she will asked her colleague Amy I think it’s her too she came and say they will send at the end of the day 5pm. Is that how ResMed customer service like 5pm at the end of their work.
That unprofessional and she is very rude she call me on my name like she think she’s the owner of the company this person shouldn’t be working as Care Representative or customer service she is very rude. I am a consumer and customer you can’t call me on my name and first of all she isn’t a friendly person the way she talk to a customer. And how they learn how to answer the phone. Her attitude is not appropriate the way she talk to a customer.
I hope ResMed company kick her ass out of the company she is useless 4 hour to wait for email and I have to wait until 5 pm that’s ridiculous telling me to wait for 5 pm until they finish her time she shouldn’t come back. She hang me up while I’m talking!!!!it really get me angry…

The worse call centre to date to deal with, do not following the privacy laws for identification to access an account and data security is in question, when raising this as a concern/complaint you don’t get a response or follow up and completely ignored, over priced products when innovation hasn’t changed in decades, the same hardware with a face lift, I’ve responded to emails with no response from accounts department, will be taking this matter up with the ACCC, Fair trading and the office of the oaic regarding account security more so non existent verification that’s required by law.

Needed to contact local ResMed Clinic at Brighton Rd Hove. My Air Sense 10 machine of 3.9yrs old was displaying a consistent humming noise from the small turbine motor fan. Fast forward........The Store Manager introduced herself. I discussed the situation/condition of the m/c. Note:- The machine has an extended warranty of (5) years total. I found the Manager to be polite, experienced, & helpful. Explained in detail the assessment/repair//transport process to ResMed Service Centre.
A loan machine was given, & m/c settings were adjusted for my requirements. Told, i would be contacted when m/c returns to Brighton Clinic for pick up. In all, approximately 20 mins turnaround conversation. A very efficient & meaningful experience at the Clinic.
Keep up this very good business work culture.

A follow- up review is pending, on receiving my CPAP Air Sense 10 machine from ResMed Service Centre Sydney.

The ResMed process and associated customer service is absolutely horrible. They seem to try hard to ensure customers do not receive their supplies. Offshore customer service, Layers of hoops to jump through with each resupply, intentionally leaving you in the dark with no communication, or phone calls that come through as SPAM then CANCEL the orders when you don’t answer. No voice messages. Must be intentional but ai can’t see why except to keep Medicare happy with them.

I cannot fault the clinician's themselves, and have had great in-person service, but Resmed has awful backend systems. I subscribed with a machine with no issues, however payment failed several months in to the subscription despite a valid payment method remaining on file. There was no warning or alert that this had occurred. Staff cannot tell me why.

The only reason I found out was when I lodged a query about missing consumables and they advised me I was >$700 in arrears, which I'll now need to organise a payment plan for. Staff can also not handle this in person when I attempted to go in-store to resolve it. Be aware of this if you don't like spending time communicating via email or a 1800 number.

If you utilise one of their plans, keep an eagle eye on your direct debits to avoid this happening to you.

I have an airsense 11  that died less than two weeks after the warranty expired. I spoke with a member of the sleep apnea clinic and they said that they have seen the similar problem in this model with other patients and attempted to have resmed replace the machine. They declined. It seems that this a known issue that they fail to recognize. I will never buy another machine from this company.

I do not recommend resmed unless they acknowledge that their machine should not fail after only two years of use and work with me on replacing it or at least some sort of discount. Ridiculous to pay full price after such a short time.

I wrote this letter 26 June 2024 and as yet no reply!

Dear Sir/Madam,

I hope this gets to the right recipient and if not please forward to the Managing Director.

I have been a customer of Resmed for many years and have spent literally thousands of dollars over the years.

In January this year I end up with a credit in the accounts.

I met with Daniel in your `Macquarie Park’ office on a number of occasions who is a delightful person to deal with.

On 19 February this year Daniel & I met and discussed various masks and at the conclusion of the meeting I took with me 2 ResMed AirFit F30i Full Face Masks. I was looking forward to trying them. I have used one of the masks during February, March & April and found that whilst this was a great mask, the silicone air tube at the top of my head was rubbing on my hair, creating a distinct cowlick in my hair and to also started rubbing my hair out. I stopped using the mask and reverted to an older one with the straps behind the back of the head.

Yesterday at around 3:00pm I attended the Macquarie Park office with the intention of returning the unused, still sealed in its original bag, the F30i mask, buying two new masks of my preferred model and to also see if I could by a similar mask to use with my AirMini.

There were three people behind the counter, two of which were assisting me to see if the AirMini disk humidifier would fit in the mask. All going well until one of the persons, looking up the records on the computer, said “we can't accept this mask as our return policy is only for one month". I explained the back ground of the credit and purchase through Daniel, the fact it was brand new and still sealed in its original plastic envelope, to no avail. Then the three people really just kept parroting ‘our return policy is 30 days’.

I got cranky, gathered up the equipment I had bought with me, explained that the 30 day return policy had never been explained to me, I left the ResMed AirFit F30i Full Face Mask in its original package on the counter as it was no use to me, told the ladies to dispose of it and walked out. Further I suggested to them that with an attitude like that I would not deal with Resmed again.

Today I got the equipment I need from CPAP on line, and whilst I appreciate you will get the wholesale price, you missed out on the retail and when I replace the the CPAP machines they will be another brand.

The people I dealt with yesterday need counselling in how to treat a customer, the importance of goodwill and retaining clients of many years standing.

Terrible company which doesn't believe in customer centricity. They refuse to escalate customer support and other issues. Their customer service for patients is akin to gangsta style management within their telephone and email support. They are cold, lack empathy, and compassion. If Resmed senior management want to discuss, I'd be more than happy to to provide evidence of this repetitive, systemic, inappropriate, and unprofessional behaviour. The generic email address staff are the root of this bad behaviour. I already tried that route.

I have been using ResMed equipment for over 10 years, from a Cpap and now I have been on a Bipap for over 5 years. People who have problems with their machines mostly is because they are not setup properly. I am very fortunate that I have a great Sleep Apnea Dr. who explains everything to me along with 24hr support from himself. He has taught me how to get in the machine and he will walk me through things. I have used other brands of machines and they don't even compare to Resmed equipment.

This company don't care about hygiene. Most of their products have alot of contamination, open boxes, parts all over the floor. Report it, only for it to fall on Deaf ears. I question why is there a Red Back spider walking all of products.... make me wonder what people are truly breathing in.... fresh air Pffttt
How'd you know.... of course these a facts with proof.

I bought the Resmed Airsense 10. After a couple of months the power supply failed. Also the full face mask developed a fault. The outer seal came away from the mask housing causing air to escape big time. Apparently this is a very common problem. It’s a poor design and a manufacturing fault that the seal comes adrift so easily. It’s only guaranteed for 3 months which is very poor indeed.

Ordered a product through their website on 1 March. Received a tax invoice for the product, but no notification of when it would be shipped. Had to call up Resmed. Was told that the product was out of stock and there was no ETA on when it would be re-stocked. Would have been nice to have been told that at the start. In the meantime, they held onto my money for two weeks with basically no promise of delivery. At least the cancellation of the order was quick.

You would think when renting a machine you would be able to contact someone to discuss issues. Unfortunately, if you ring the main number you have to leave a message for a call back and they just don't bother. If you email one of the shops they will take 2 days to partially respond to your email and then when you clarify it then takes 2 days for them to respond again. If you email asking for them to call you they just don't bother. No instructions in the bag with the rental CPAP. If you want to rent I would find somewhere else. No customer service at all.

Resmed has been OK, provides info and parts. But, they are VERY VERY pushy! They first call me to order new parts and I say I am OK, nothing needed. Then they email me several days later asking that I order parts. Then days later they text me to order parts! Seems like they are very eager to send parts and make a profit even when I say nothing needed as CPAP not used every night!

37 days ago I was diagnosed with sleep apnea I was told initally to make sure I used the machine for 4 hours at least, i streached this at first to 5 hours and quickly streached this to 7 hours, which I now do every night, in 37 days my events per hour have dropped from a diagnosed 40 events per hour to 0.4 an hour and has been in the normal range now for 11 days, I have to say that I have not felt this well for quite some time, thankyou

I bought a CPAP for my fiancé on one of the companies plans. No problem whatsoever with the machine as I also have the identical one through a different system, however customer service/support is a completely different experience.

Every time we have, the person on the other end can not understand what we want or how to resolve the situation. We are sent a failed payment notification almost every other week when there is more than enough to cover the amount.

Absolute sham of a company is Resmed
Took out a subscription for a mask and accessories. Didn't like the two masks I ordered so I returned them at my own cost as I was told to do and I was quite happy doing so. Now I am being told a different story from a different person on having to return everything. I have been a loyal customer for years spending thousands of dollars on two machines and accessories, masks etc. Terrible treatment of a supposed healthcare company.

Absolute scammers , do not deal with ResMed, they sign you up on a subscription that never ends, you can’t cancel instead you have to go thru a heap of heavy lifting going to your bank cancelling accounts and cards is the only way to stop them from continuing to take money unauthorised from your account, just don’t deal with them on any level .

What a terrible experience I had. I subscribed for a product that cost $1919 and ended up paying $2052 so far and they still keep debiting me. It took me forever to get through to a collection representative. She then told me I still had payments to make. I asked her to explain while I have been charged over the agreed cost. She couldn’t explain, all she said was she will escalate the issue. It’s been a week now and not one person has gotten back to me to explain why I have been over charged. It’s such a terrible system to rip off clients hoping the clients don’t catch on to their scam. I have sent multiple emails with receipts to prove I have been overcharged and not once have I been replied to. They should at least provide a justification for the overcharge. Very terrible experience. The people on the phone don’t even know what they are doing or talking about. All they know is how to steal your money. Do not buy from them!!! I can’t even go to a store to resolve this issue as you can only contact the “collection team” over the phone. It takes me about 20mins to get to someone on the phone.