Brian Ross

Hello,

Thank you for taking the time to leave a review. We’re very sorry to hear about your experience, that sounds incredibly frustrating. However, we just wanted to clarify that we are CPAP Victoria, an entirely separate and independent business. We are not affiliated with CPAP Europa in any way.

It seems your experience was with CPAP Europa, so it may be best to share your feedback directly on their page to ensure it reaches the correct company.

If there’s anything we can do to assist you or help clarify any confusion, please don’t hesitate to reach out, we’d be more than happy to help where we can.

Kind regards,
Ruby
CPAP Victoria

Hi Brian,

Very convenient of you to post another review without mentioning the actual facts- so let me do that for you.

You flooded your machine. Water damage is not covered under warranty, and you were fully aware of that.
Despite this, we went out of our way and had the unit repaired FREE OF CHARGE and shipped it back to you at OUR expense.

You later complained of more issues- all related to the humidifier, not the device itself (as I explained to you over and over again). I personally followed up with you every 2–3 days, actively trying to resolve it.

I also reminded you multiple times that because the damage was caused by user misuse, we legally cannot issue a refund or replacement under warranty.

And let’s not forget- we even helped you file a claim with your insurance, which we had absolutely no obligation to do.

So to spell it out clearly:
- You damaged the device.
- We repaired it for free.
- We shipped it back for free.
- We assisted you constantly.
- We helped with your insurance claim.

We went far beyond what any company is required to do. The level of support you received and still chose to attack us over is, frankly, incredibly ungrateful.

We cannot and will not take the blame for damage YOU caused, and we’ve already exceeded all reasonable expectations in supporting you.

Best,
Katerina

Hi Brian,

Thank you for your feedback.

Let us begin by stating clearly: we cannot accept responsibility for damage resulting from improper use of the device you received from us.

Upon its initial return, we conducted a thorough inspection and extensive testing. The device ran for several hours without issue—noise levels were within normal range, there was no leakage, and certainly no sign of "rust."

In fact, this would have been the first instance of a rusty heat plate we’ve encountered, and we've seen many—including numerous ResMed units over a decade old.

As we explained multiple times, what you described as “rust” was actually residue—most likely due to improper humidifier maintenance or the use of non-distilled water.

When the device was returned a second time, it had clearly been flooded. We documented this with a detailed set of photos and videos showing visible watermarks inside the device's turbine. While we cannot say exactly how this happened—whether it was knocked over or mishandled—the evidence is conclusive. We’re confident this was the cause of the malfunction, and we expect ResMed to confirm this as well.

Your claim that a leaky humidifier could cause internal flooding of the turbine is not supported by the design of the unit. The turbine sits above the humidifier. In genuine cases of humidifier leakage, we’ve only seen minor water drops beneath the chamber—not in the turbine.

Additionally, when the device arrived the second time, it was obvious someone had attempted to open it—incorrectly and forcefully. This left visible damage to the interlocking components, which we also documented and shared with you.

Regarding the timeline: we inspected the device the same day it arrived and promptly provided customs with all required documentation within hours of their request.

We have no control over the shipping service you chose to return the device. Had you opted for a more reliable courier rather than the lowest-cost postal service, delivery might have occurred sooner.

As a reminder, we only cover return shipping for confirmed warranty repairs. However, in this case, we returned the device to you at our own cost, using a reputable courier (DHL).

We also want to mention that during our phone conversations, your tone and manner were repeatedly impolite and disrespectful. Nevertheless, we remained courteous and consistently explained our findings, policies, and options. Despite this situation falling outside warranty terms, we offered to send the unit to the manufacturer for further evaluation, and you agreed. We’ll keep you updated as soon as we hear back.

We value you as a customer and sincerely hope we can reach a resolution that restores your confidence.

Best,
Katerina