Philips cant supply a part for their CPAP product

<p>Below is my letter to Philips.</p> <p>As yet they still can't supply the part. It is now almost July 2017</p> <p> </p> <p>Dear Lala</p> <p>Mr Ncwana has kindly given me your email address in an effort to result a life threatening situation.</p> <p>Earlier on this year, approximately, January February it became necessary for me to replace the Gel portion of my wife's AMARA mast as it had broken.<br />I contacted numerous companies in an effort to find a replacement part, but to no avail, as there was no part available in the country.<br />I was informed that a company. SSEM Mthembu Medical (Pty) Ltd is the sole importer of this product and its spares.</p> <p>I contacted their sales and orders department and was told that they don't have the replacement part in stock and that they would place a 'Back order". They informed me that they would contact me when the part arrived. I was informed that they only order 4 at a time as it was not a fast moving item.<br />I found that strange as they never explained this to my wife when she bought the product from them a couple of years earlier.<br />I then got hold of 2 members at Philips (Mirriam and Bernard) who tried to help me, but nothing came of it.<br />We accepted that buying a product from a reputable company like Philips would bring no hassles in the future when we needed spares.<br />Obviously we were very mistaken, as it appears Philips does not think it important to have spares readily available, with regard to a product that is necessary with a life threatening condition.<br />Yesterday I phoned SSEM again. The sales people were "busy" and could not speak to me, but they took my contact details and promised to return my call, Well Surprise, surprise, the company representing Philips did not return my call.<br />I called again today and was informed by the sales person that........... (refer to my earlier explanation, above).</p> <p>I am just a small private individual and I know Philips is a large organisation and the well-being and safety of my wife is not the concern of Philips.</p> <p>I would like to believe that an organisation like PHILIPS has ethics and that they would not sell a product without any backup service or replacement parts for their products.</p> <p>Most disconcerting is that every time I have spoken to sales people at SSEM, they try to sell me a complete mask, in spite of me explaining what I require.</p> <p>All I want is the BLUE, AMARA, GEL, NOSE AND MOUTH COVER (MEDIUM) THAT CLIPS INTO THE MASK HOLDER.</p> <p>I am totally disappointed that such a big brand name (PHILIPS), does not have the finances to keep a cheap spare in stock.</p> <p>I have attached pictures.</p> <p> </p>