Hellopeter
Share Your Experience
NC
N C

1 reviews | Active since Apr 2019

10 Dec 2019, 18:08

No after sales service

My Wife has a CPAP that we purchased from VitalAire about a year ago. It has be one faulty and unusable. I called the VitalAire call centre last week to enquire how it can be repaired.

The consultant said that in order to have the unit repaired, I would need to take it to my closest VitalAire, which is in George. I then explained to the consultant that George is over an hour's drive from me and it would be impractical for me to go there. The consultant then said she will get The George branch to call me. To date no call.

I called the George branch only to be told that it is Airliquid and I was told that the VitalAire representative is available via a cell number. This number keeps going to voicemail.

I'm not sure what the next step is as there doesn't seem to be any available branches nearby to assist me. So much for my medical scheme having a DSP that can't service their client's. In the meantime my Wife suffers without her CPAP. So I now have to buy new CPAP for her. More unnecessary expense all because Vitalaire can't seem to provide aftercare service.

0
Replies (5)
NC
N C's update12 Dec 2019, 10:05
Reviewer Update
Well after taking my complaint to Vanessa Pather of VitalAire today I finally got the aftercare service that I expected. Not only is there someone close to where I reside that can assist me, I can also get a loan CPAP until mine is repaired.

Thank you VitalAire for resolving this matter.
Vitalaire
Vitalaire's reply12 Dec 2019, 10:19
Official
Dear Mr Cranston 

I am glad that your complaint is being attended to. 

Thanking You
Vanessa Pather 
NC
N C's update22 Jan 2020, 09:24
Reviewer Update
So after some good service recieved from VitalAire, it all went downhill again. For the last two weeks I've been trying to establish what is taking place. Only to be told that the Product Manager needs to authorise a refund. But more than this, VitalAire is not forth coming.

Today, I decided to buy a new CPAP machine from another supplier, as it is evident that VitalAire cannot provide after sales services.

As for my medical scheme, I'll let them know that there DSP is terrible!
Vitalaire
Vitalaire's reply22 Jan 2020, 10:37
Official
Dear Mr Cranston 

Thank you for raising your complaint.
The departmental Manager will be contacting you shortly to investigate and assist you with your complaint
 
Thanking You
Vanessa Pather 
NC
N C's update22 Jan 2020, 10:45
Reviewer Update
As per the Area Manager there is apparently nothing wrong with the CPAP machineo No one told me I could get a refund as I can not provide names and as there is absolutely nothing wrong with the CPAP, a refund is not plausible.

So note: if dealing with Vitalaire, take names, date and times of all interactions. If not, they won't believe you!