I wrote this letter 26 June 2024 and as yet no reply!

Dear Sir/Madam,

I hope this gets to the right recipient and if not please forward to the Managing Director.

I have been a customer of Resmed for many years and have spent literally thousands of dollars over the years.

In January this year I end up with a credit in the accounts.

I met with Daniel in your `Macquarie Park’ office on a number of occasions who is a delightful person to deal with.

On 19 February this year Daniel & I met and discussed various masks and at the conclusion of the meeting I took with me 2 ResMed AirFit F30i Full Face Masks. I was looking forward to trying them. I have used one of the masks during February, March & April and found that whilst this was a great mask, the silicone air tube at the top of my head was rubbing on my hair, creating a distinct cowlick in my hair and to also started rubbing my hair out. I stopped using the mask and reverted to an older one with the straps behind the back of the head.

Yesterday at around 3:00pm I attended the Macquarie Park office with the intention of returning the unused, still sealed in its original bag, the F30i mask, buying two new masks of my preferred model and to also see if I could by a similar mask to use with my AirMini.

There were three people behind the counter, two of which were assisting me to see if the AirMini disk humidifier would fit in the mask. All going well until one of the persons, looking up the records on the computer, said “we can't accept this mask as our return policy is only for one month". I explained the back ground of the credit and purchase through Daniel, the fact it was brand new and still sealed in its original plastic envelope, to no avail. Then the three people really just kept parroting ‘our return policy is 30 days’.

I got cranky, gathered up the equipment I had bought with me, explained that the 30 day return policy had never been explained to me, I left the ResMed AirFit F30i Full Face Mask in its original package on the counter as it was no use to me, told the ladies to dispose of it and walked out. Further I suggested to them that with an attitude like that I would not deal with Resmed again.

Today I got the equipment I need from CPAP on line, and whilst I appreciate you will get the wholesale price, you missed out on the retail and when I replace the the CPAP machines they will be another brand.

The people I dealt with yesterday need counselling in how to treat a customer, the importance of goodwill and retaining clients of many years standing.