I have Pulmonary Hypertension and it is a fatal disease. I am in stage 4 and the right side of my heart has failed. My O2 has gone down to 58 and paralyzed me several times. I ordered a pulse oxiometer from Southeast Meadical Supply. After I sent in my first order, the doctor told me I needed a good one because my life would depend on it, as my O2 would fall so low. Before I even got the first one in, I called them and told them I wanted this one that was close to $200.00. I told them I would return the first one unopened, and they sent me the $200.00 one. This was in October. Well, after a couple of months, it quit working. I called them, and told them, and they were very rude and did not want to fix it. I told them I was trying to get on a list for a double lung and heart transplant, but they could have cared less. I sent it back and they did find a short in the chord and put another one on it. Sent it back. Well, last month, I was going to Emory University to a team of Drs. My oxiometer was giving me crazy readings, and was not working right. I called them again. They refused to fix it. It had a year warranty, but they still would not fix it. They were horrible and very very rude. I told them for $200.00, and still under warranty, and because I had a fatal disease, they should be nice and at least try to help. The manager told his secretary that he had spent enough time on me and the manager refused to talk to me and then they sent me 3 awful rude emails. Which I still have. They wanted to put a piece of another broken one on mine and make it work, and I refused, because it was still under warranty, and I am very sick. Did not have time for all of this hatefulness. I got my lawyer and financial advisor to call also. He never responded to them either. We never talked with the manager, and they sent me the old one that was broken back. For someone who has a fatal disease, and is facing a triple transplant, this is totally un acceptable! We are prepared to sue, and he can pay my ER bills too.
Product_Or_Service: CMS 60-F/ 1 year factory warranty
Order_Number: ***** (1st) XXXXX
I would like to swap it out for another one, kind around the same amount, but brand new, and not like the one I had. I have been in the ER 3 times due to wrong readings, and O2 fell too low. If they will not do that, then I would like a full refund, and will never buy from them again. My doctors said the one I had was a piece of junk, and it was. Especially $200.00 and been broken twice. They owe it to me for being so rude and to someone fighting for their life. That is just awful!
Contact Name and Title: ****** ******* President
Contact Phone: XXXXXXXXXX
Contact Email: *****@semedicalsupply.com
So that we can ensure proper followup with our customers, we note all of our customer interactions within their order. The following information reflects our interaction with the customer.
Our relationship with the customer began 9/20/14 when she purchased a pulse oximeter (independently) online for $89. This device reads saturated blood oxygen % and heart rate and depending on function and quality can cost $20 to well over $1,800.
On 10/14/14 the customer called and said that she needed to return the item because she felt that she needed to buy something different. As part of our Terms and Conditions which must be acknowledged prior to purchase, we informed her that we only accept unopened or defective items as a return. She said that she had not opened the item and this is also when she made us aware of her medical condition. Given the amount of time that she had the product (about 3 weeks), we internally questioned whether it had not been opened but it light of her medical condition we provided a return number (RMA) for her to return the original item.
At that time the customer indicated that she wanted to purchase the unit which she ultimately ended up with. We advised against buying this unit because with the severity of her illness she needed something hospital grade. We reviewed with her the hospital grade options which were around $800 and up in cost. She indicated that she didn't have the resources to purchase these and she wanted the best unit she could purchase for around $200. So we aligned on the unit that she has for which she paid $169 (we provided a discount). It was sold with a 1 year limited warranty against manufacturer's defects.
Shortly after this second purchase, the returned first pulse oximeter was received by us. It was clear that the product had been opened - the seal had been lifted and there were visible fingerprints underneath this clear tape. We could not determine whether the product had been used. Nevertheless we provided the customer with a 90% credit which is higher than the 80% agreed to credit in our Terms for items that are returned in new, unopened condition. She had paid $88.95 for the item and was given a $80 credit.
Two weeks later (10/28/14) the customer called and indicated that the new unit was not working. Upon receiving the returned unit, we found that the cable that connects the device to the finger probe was broken. We informed the customer that this was a wear issue and not covered by the warranty but given the short time the customer had the unit, we replaced the probe free of charge and asked the customer to ensure that there is no tension put on the cable (it must have been wrapped around something). This was the first incidence of seeing this issue in 4.5 years with about hundreds of these units sold.
Around the end of February 2015, the customer called again and indicated that the unit was not working properly. We asked that she send the unit in. Upon receiving the unit, it was immediately clear that the cable was broken in about the same location as in the issue which had occurred previously. We told the customer that the issue was wear and tear and we would not be able to replace the probe this second time.
All or our communications were in a very respectful manner and what disappoints me the most in this situation is the customer indicating that we were rude. We were initially firm in our message that this was not a warranty issue but we were never, ever rude.
The customer became very upset and began making threats around lawsuits, etc. Upon thinking about the situation, we changed our position and informed the customer via email (didn't want to expose ourselves to any more threats and confrontational behavior) that we would freely provide her with a replacement probe which costs about $81. This was what the customer originally requested. We sent the tested unit via priority mail, in perfect working condition back to the customer and she received it on 3/4/15.
I appears that the customer would like a refund at this point given that she filed this complaint on 3/10/15.
In order to resolve the issue, we will provide a complete refund immediately to the customer of $168.95, the total amount paid, upon return of the pulse oximeter and of all related items back to us. It needs to be in the same condition and have all of the items as she received it on 3/4/15.
Due to the length of time that has passed from the original order, our refund will be in the form of a check - we can no longer credit back the credit card that was used to make the purchase. The customer will need to inform us through the BBB of who to make the check out to and the proper mailing address. we were told that the item was purchased by her mother and we need to ensure that the refund is sent to the correct person.
We wish the customer well with her medical situation and we sincerely regret that we could not have a mutually satisfying business/customer relationship. That is always our goal.
If additional information is needed please let me know.
Final Business Response
Please note that we are waiting to receive two things from the customer :
1) The product returned in the same condition as what was sent to her a couple of weeks ago.
2) The information regarding who the refund check should be made out to.
We will quickly fulfill our obligation as soon as we receive these two things from the customer.
Thank you for your assistance in this matter.
Southeastern Medical Supply