Love Handling Packages? Not When They’re CPAPs.

I recently tried to ship a ResMed AirSense 10 Elite CPAP device, following the courier’s guidance to the letter. On 9 February 2026, I received written confirmation that the shipment would be accepted, as long as it contained no battery.

The device has no internal or removable battery, operates solely via a 90W AC adaptor, and is not a dangerous or prohibited item. Despite this, the shipment was refused at the Heidelberg, Gauteng counter on 10 February. Even after presenting supporting documentation the next day, the staff declined to review it or escalate the matter.

The refusal appears to have stemmed from misidentifying the AC adaptor as a battery, ignoring prior written confirmation and the fact that the unit is FAA- and RTCA-compliant, designed for safe aviation use.

This experience highlights a breakdown between company policy, written approvals, and counter-level execution. Staff training and clear escalation procedures are urgently needed, especially when customers provide documentation upfront. Consistency and informed decision-making aren’t optional, they’re essential.

Online customer service agent Bongi Mayo gets a big high-five for coming back to us with confirmation that we can send the device and a quote. He went all out to demonstrate that he would 'love to handle' our package, while the Heidelberg branch counter staff did the exact opposite.