Med-Care DME Infusion Services
I am writing to document a serious problem with the "brand new" water chamber you delivered to me on October 15, 2025 for my ResMed AirSense 10 CPAP machine. Since first installing it, I have observed visible oxidation inside -- and also on the outside of -- the round heating plate that warms the distilled water. I believe this oxidation poses a risk to the safety and cleanliness of the humidified air I breathe during therapy.
On December 4, 2025 I called your customer support line to request a replacement. The representative, Carlos, placed me on hold to check with his supervisor. I was told that before you can replace the chamber, I must obtain a new prescription from my PCP and submit it to my insurance, even though I have been on CPAP therapy for five years without issue -- and I understood my insurance covers a new water chamber every six months.
This requirement is unacceptable under the circumstances. This is not a normal "resupply" request after six months of use: this is a defective accessory that was brand new when delivered and is already showing signs of corrosion. In addition, the presence of oxidation raises legitimate concerns for my respiratory health -- inhaling particles from a degraded heating plate could pose risk of irritation or worse. According to widely accepted guidelines for CPAP equipment maintenance, the water chamber should be replaced if there is "cloudiness, cracks, discoloration, or other signs of deterioration.
Because of this, I cannot in good faith continue using the chamber -- I have suspended my CPAP therapy until a replacement is provided. What I am requesting now is simply: a replacement water chamber, equal in quality to the original (non-defective) unit, so I can resume safe use of my device.
Please understand this is not a standard resupply request -- but a warranty/quality issue. I urge you to evaluate this request as such, and send a replacement as soon as possible, without requiring new prescriptions or additional insurance approvals.
Thank you for your prompt attention to this matter. I look forward to your timely response and resolution so I can safely resume my CPAP therapy. read more