What is the first step to getting my recalled DS Go replaced?
Ensure you have registered your device with Philips. If you have not already done so, please start by visiting this link: Register your device. Your registration will provide you with a confirmation key that allows Philips to provide us, (your DME) with a replacement.
When did MonsterCPAP start replacing recalled units?
MonsterCPAP received a very limited number of DS Gos Feb 2024. We are reaching out to our customers by email to remediate their affected Go units. More machines are coming our way; however, we do not have a timeline available.
If you already registered your Go unit and have not heard from us, please email us only at firstname.lastname@example.org with your Philips confirmation number (emailed to you by Philips during the registration process) and your unit's SN number (found under your machine, see here on how Locate Serial Number | PhilipsCPAP Recall (expertinquiry.com)) and we can verify you are on our replacement list and have you in the queue when units arrive.
We will contact affected DS Go customers as soon as they become available.
What is being replaced through remediation?
Philips is replacing your DreamStation Go, with a brand-new DreamStation Go with re-engineered silicone foam. All replacement units come with a new 3-year warranty. You will continue to use your same accessories and supplies.
What will my pressure setting be on the replacement?
The replacement blower will be programmed according to the settings on the last prescription we have on file. If you do not want your machine programmed, let us know at email@example.com.
Will my replacement Dreamstation model and SKU be the same?
Your new replacement will be replaced with model CAG500S12F model. This is a DreamStation Go Auto Travel System.
Will my replacement blower have the same SN number as my original unit?
No, your new replacement Go will have a new SN number.
I want my accessories replaced as well.
If you'd like to replace other accessories related to your DreamStation Go, they can be purchased separately. Buy supplies here: MonsterCPAP
Why do I have to select an option?
Selecting OPTION 1 or OPTION 2 on the easy-to-use 'checkout method' allows us to process and replace your affected unit. Make your selection here: Philips Respironics Recall Remediation – MonsterCPAP. Ensure you use the same email address associated with your order in the email invite you received from us.
Is this new re-engineered silicone foam safe?
Yes. The new sound abatement foam in all new replacement devices is a silicone foam that has met all applicable industry testing standards, including particulate and Volatile Organic Compounds (VOCs) emissions testing and is authorized as part of our remediation.
I have more than one machine that requires replacing. Do I have to pay shipping twice?
Depending on replacement availability (not every unit is available to be replaced at this time), if we can replace multiple units with one shipping fee (each way) for multiple units, we will make every effort to make that possible. Email us at firstname.lastname@example.org and it will be handled on a case-by-case basis.
How long will this process take?
This process depends partly on how quickly you select and partly on how quickly a machine is returned to us. Our in and outgoing processing time is 7-10 business days for customers who have started the process. The entire remediation should take no more than 4-6 weeks. Two-way delivery times are included in this timeframe.
What am I supposed to return? And where?
What if I do not return the affected device?
If you selected Option 2, you are required to return your affected machine. We must return all affected units to Philips. If you do not return it, you will forfeit your $260 deposit.
What is the cost of shipping to replace my affected unit?
One-way shipping for OPTION 1 is $20+tax (this fee is added at checkout). This is for us to ship your replacement after you've returned the defective unit. Two-way shipping for OPTION 2 is $40+tax (this fee is added at checkout). These are for us to ship your replacement first and provide a prepaid label to return the affected unit. A $260 deposit is required for OPTION 2.
Why do I have to pay for shipping?
This fee is not to ship machines between Philips and us, the DME (as Philips Reps may communicate on the phone). This fee is for us ship to you a replacement and a fee for you to return the affected unit to us. Unfortunately, Philips will not cover or reimburse shipping fees for recalled items. The customer is responsible for all shipping costs, including returns and replacements. We are unable to proceed without a shipping payment. Shipping fees are non-negotiable and non-refundable.
Who is sending the replacement blower?
Replacement blowers are supplied by Philips Respironics and shipped by MonsterCPAP.
Can I get a refund for my machine?
In compliance with Philips Respironics mandate and standard recall practices, refunds are not issued for affected machines.
Do I send my affected unit back with courier tracking?
Yes. Ensure your courier supplies a tracking number for your package. If a package is lost or not properly returned, we are unable to provide you with a replacement. MonsterCPAP shipping (OPTION 1) and prepaid labels (OPTION 2) are all trackable.
I have a System One unit. When can this be replaced?
We are actively replacing the System One series. They are being replaced with new Dreamstations with re-engineered silicone foam. All replacement units come with a new 3-year warranty.
The first step is to register your device with Philips. If you have not already, please do so by visiting this link: Register Your Device. Your registration will provide you with a confirmation key that allows Philips to provide us, (your DME) with a replacement.
If you already registered and have not heard from us, please email us only at email@example.com with your Philips confirmation number (emailed to you by Philips during the registration process) and your unit's SN number (found under your machine, see here on how Locate Serial Number | PhilipsCPAP Recall (expertinquiry.com)) and we can assist with your remediation.
Can I do remediation on the phone?
Due to the high volume of recall customers please do not call us - you will be redirected here. Use our easy-to-use 'checkout method' to replace your Philips unit.
What pressure setting would the replacement machine be set to?
It will be programmed according to the settings on the last prescription we have on file. If you do not want your machine programmed, please notify us by email at firstname.lastname@example.org
What do I do after I receive my replacement unit?
If you selected Option 1, upon receipt of your new blower, reassemble your CPAP machine and continue with therapy. If you selected Option 2, upon receipt of your new blower, reassemble your CPAP machine and continue with therapy. Immediately follow Option 2 Return Instructions to get your deposit returned.
Where can I find the serial number for my device?
Visit Locate Serial Number | Philips CPAP Recall (expertinquiry.com) for instructions on how to find your device's Serial Number.
I no longer have my affected device to return. Can I still receive a replacement?
An affected unit must be returned to receive a replacement. Email us at email@example.com and it will be handled on a case-by-case basis.