What is the first step to getting my recalled unit replaced?
Ensure you have registered your device with Philips. If you have not already, please do so by visiting this link: Register Your Device. Your registration will provide you with a confirmation key that allows Philips to provide us, (your DME) with a replacement.
When did CPAPmachines.ca start replacing recalled units?
CPAPmachines.ca started our Philips remediation program in April 2023.
What is being replaced through remediation?
Philips is replacing your main PAP blower (motor portion) only, with a brand new motor with re-engineered silicone foam. All replacement blowers come with a new 3-year warranty. You will continue to use your same humidifier, water tank, tube, modem, and SD card.
What will my pressure setting be on the replacement?
The replacement blower will be programmed according to the settings on the last prescription we have on file. Let us know if you do not want your machine programmed at email@example.com.
Will my replacement Dreamstation model and SKU be the same?
Your new replacement blower will likely be replaced with the same CAX model and have the same SKU. Note the exception: Units with SKUs CAX200x and CAX400x will have their units replaced with CAX500x blowers.
Will my replacement blower have the same SN number as my original unit?
No, your new replacement blower will have a new SN number.
I want my entire machine replaced, not just the motor.
Unfortunately, CPAPmachines.ca nor the customer gets to choose what they receive as a replacement. This decision is made by Philips and they replace it according to your machine's registered SN number. We are obligated to follow their guidance and instruction in their remediation program. No exceptions.
Why do I have to select an option?
Selecting OPTION 1 or OPTION 2 on the easy-to-use 'checkout method' page allows us to process and replace your affected unit quickly. Make your selection here: Philips Recall Remediation Options– CPAPmachines.ca. Ensure you use the same email address associated with your order and the email invitation you received from us.
I'm not happy with my remediation options
We're very sorry you're not happy with your replacement options. What is being replaced is at the discretion of Philips. We are obligated to follow their guidance and instruction in their remediation program. Without your cooperation, we are unable to progress with your remediation. Unfortunately, we do not have other options available. Please get in touch with Philips at 1-877-907-7508 to address your concerns. Please do not call us, we do not have alternatives to discuss.
Is this new re-engineered silicone foam safe?
Yes. The new sound abatement foam in all new replacement devices is a silicone foam that has met all applicable industry testing standards, including particulate and Volatile Organic Compounds (VOCs) emissions testing and is authorized as part of our remediation. Read more on that here - Resources for your replacement DreamStation.
I have more than one machine that requires replacing. Do I have to pay shipping twice?
Depending on replacement availability (not every unit is available to be replaced at this time), if we can replace multiple units with one shipping fee (each way) for multiple units, we will make every effort to make that possible. Email us at firstname.lastname@example.org and it will be handled on a case-by-case basis.
How long will this process take?
This process depends partly on how quickly you make a selection and partly on how quickly a machine is returned to us. Our in and outgoing processing time is 7-10 business days for customers who have started the process. The entire remediation should take no more than 4-6 weeks. Two-way delivery times are included in this timeframe.
What am I supposed to return? And where?
What if I do not return the affected device?
If you selected Option 2, you are required to return your affected machine. We have an obligation to return all affected units to Philips. If you do not return it, you would forfeit your $260 deposit.
What is the cost of shipping to replace my affected unit?
One-way shipping for OPTION 1 is $20+tax (this fee is added at checkout). This is for us to ship your replacement after you've returned the defective unit. Two-way shipping for OPTION 2 is $40+tax (this fee is added at checkout). These are for us to ship your replacement first and provide a prepaid label to return the affected unit. A $260 deposit is required for OPTION 2. Learn how to get your one-way shipping waived.
Why do I have to pay for shipping?
This fee is not to ship machines between Philips and us, the DME (as Philips Reps may communicate on the phone). This fee is for us ship to you a replacement and a fee for you to return the affected unit back to us. Unfortunately, Philips will not cover or reimburse shipping fees for recalled items. The customer is responsible for all shipping costs, including returns and replacements. We are unable to proceed without a shipping payment. Shipping fees are non-negotiable and non-refundable.
Want To Get a One-Way Remediation Shipping Fee Waived?
- ADD a new CPAP* mask with your remediation selection prior to checkout
- ADD a Dreamstation Refresh Package with your remediation selection prior to checkout
*Excludes clearance masks. Please do not add any other items to your remediation process. Place another order for other accessories as remediation is processed at another facility.
Where do I ship my affected unit?
Affected units can be shipped to the below address after the customer selects the remediation option: Philips Recall Remediation– CPAPmachines.ca
CPAPmachines.ca C/O CRC
2-24 Viceroy Road
Vaughan, ON L4K 2L9
*Remediation return address only. Do not ship regular returns here*
Click here for full Return Instructions
Who is sending the replacement blower?
Replacement blowers are supplied by Philips Respironics and shipped by CPAPmachines.ca.
Can I get a refund for my machine?
In compliance with Philips Respironics mandate and standard recall practices, refunds are not issued for affected machines.
Do I send my affected unit back with courier tracking?
Yes. Ensure your courier supplies a tracking number for your package. If a package is lost or not properly returned, we are unable to provide you with a replacement. CPAPmachines.ca shipping (OPTION 1) and prepaid labels (OPTION 2) are all trackable.
I have a Dreamstation Go travel unit. When can this be replaced?
We do not have Dreamstation Go replacements available. Upon receipt of Dreamstation Go's from Philips, we can start remediation.
I have a System One unit. When can this be replaced?
We do not have System One replacements available. Upon receipt of System One from Philips, we can start remediation.
Can I do remediation on the phone?
Due to the high volume of recall customers please do not call us - you will be redirected here. Use our easy-to-use 'checkout method' to replace your Philips unit.
What pressure setting would the replacement machine be set to?
It will be programmed according to the settings on the last prescription we have on file. If you do not want your machine programmed, please notify us by email at email@example.com.
What do I do after I receive my replacement motor?
If you selected Option 1, upon receipt of your new blower, reassemble your CPAP machine and continue with therapy. If you selected Option 2, upon receipt of your new blower, reassemble your CPAP machine and continue with therapy. Immediately follow OPTION 2 RETURN INSTRUCTIONS to get your deposit returned.
Where can I find the serial number for my device?
Visit Locate Serial Number | PhilipsCPAP Recall (expertinquiry.com) for instructions on how to find your device's Serial Number.
I no longer have my affected device to return. Can I still receive a replacement?
An affected unit must be returned in order to receive a replacement. Email us at firstname.lastname@example.org and it will be handled on a case-by-case basis.
Why has this recall process taken so long?
Millions of machines are affected by this recall, and it is not a small feat to work out. In addition to that, there is a global software chip supply storage. Computer chips are found in cars, phones, computers, and CPAP machines. Global software chip shortage is due to a variety of reasons including the pandemic and labor shortages. If that is not enough, there is a global cargo backlog. Imported cargo shipments to North America are at record levels and ports have a backlog of ships waiting to be offloaded.