Public Mediation

M.F. vs. Senske Cpap Supply, Inc. 3002 E. Bridgeport Ave., Spokane, Wa 99207

Senske CPAP Supply, Inc. fails to support their product; design flaws.

M. F. vs. Cpap-Supply.Com
3002 E Bridgeport Ave, Spokane, Washington, 99207-5708, United States
Amount Involved: $41.25
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
       (seeking public comment)
    • Claimant Seeks: View.
    • Claim #: 2464360
    • Amount Involved: 41.25
    • Filed On: May 21, 2017
    • Posted On: Jun 01, 2017
    • Complaint(s):
      • Commercial / Other dispute
      • Problem with a product
      • Bad business practices
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Statement of Claim
Complaints Involved (3) - View
Claimant says:
"I ordered a C-PAP mask from Senske CPAP Supply, Inc. of Spokane, WA last June or July.  The membrane above the nose tore in less than 8 months.  Since I had one arm in a sling and was awkward, I let it go and re-ordered another from Senske altho having used CPAP for over 12 years, I never had this problem before.  In the second order to Senske I mentioned the first failure but did not request a replacement.  
However, afraid of another failure, I queried my Senske contact (name unknown but a male) when ordering the mask online if there was a warranty.  He said 30 days.  With the second mask, I was no longer limited in using both hands and applied it as I have used all CPAP masks.  The second mask tore in the exact same place in less than 20 days (purchased 4/4/17; tore 4/23/17.  On 4/24/17 I returned the mask to Senske with a letter describing the two failed products.  I packed the mask in the same box it came to me.  If there was a Return Authorization, I did not see it, even tho I kept the box "just in case".  This time I requested a refund as I did not want a third failure.
When I had no reply from Senske by 5/19, I called Senske & spoke to "Andrew".  He said I had no right to a refund as there was no "trial period" on that model.  I repeated my conversation with their representative when I ordered the second mask and said that I had heard nothing from them, let alone a refund of my $41.25.  He refused to believe me, saying there was no guarantee.  He cited the lack of a Return Authorization and said the mask was "dirty" which had to have happened at his place.
Andrew said I had no business returning the mask; that it was only a problem with the membrane and that I could have ordered one for $13.  When I asked that he make me whole on this, having suffered TWO failures and suggested he replace the membrace and return the mask to me, he began saying his original responses all over again, refusing to respond to the possibility of their replacing the membrane.  I tried to talk over him and he became much louder, finally saying "Isn't English your first language?".  (It is; the comment was barbed and totally unhelpful. 
I admit that I lost my temper at that time and raised my voice against his lack of working with me on this and I hung up, realizing neither of us were going to make progress.  (I am 78 yrs old and I cannot remember any other time I have "yelled" in a phone conversation which is a significant sign of how upset I was at his attitude).
Between the two split masks, I am out $41.25 for each mask with no indication that they will make good on even one of these purchases.  And I am still needing a new CPAP mask.
I would caution anyone that altho Senske's prices seem like a bargain, they do not stand behind their product and are willing to be rude to the extreme when a customer tries to deal with them on a problem.
Martha Faw
Harrisonburg, VA
 
 
 "
...
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What Claimant Wants Hide
1. Refund: CPAP face mask Jun 05, 2017 $41.25
2. Other – Pay for claim posting cost Jun 05, 2017 $14.99
Cash total : $56.24
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Respondent's Counteroffer

There has been no response to this claim from CPAP-Supply.com. This claim will remain posted until resolved
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