Philips DreamStation Auto CPAP

An Astonishing Display of “Unprofessional Support” – Complaint Regarding Philips Dreamstation Auto BiPAP Product Service. Dear Philips Management Team, I am writing this in what I can only describe as deep disappointment mixed with reluctant amusement at the quality of support I have received for the Philips Dreamstation Auto BiPAP recently purchased through your Bangalore office.

To recap, let me begin with the good part because it’s very short. In March 2025, I directly engaged with Philips Bangalore to purchase a Philips Respironics EverFlo oxygen concentrator for my father, who had been diagnosed with COPD. The device worked well, the support was prompt, and SWAAS (your supplier partner) delivered commendably. Based on that positive experience, I made the mistake of assuming this was your standard of service.

Fast forward to November 2025, after renting a Philips Dreamstation Auto BiPAP for five months, I finally purchased a brand-new unit, again relying on my earlier trust in your organisation. That trust now feels painfully misplaced.

The device was delivered on 6th November 2025 and worked normally. Then on 3rd December, my 75-year-old father experienced a sudden drop in pressure. As you hopefully understand, for someone with COPD, this isn’t a “minor inconvenience” it triggers panic, breathlessness, and anxiety. He is supported by my 70-year-old mother, neither of whom is technically inclined to troubleshoot a medical device that one would assume Philips engineers know best.

Since I am out of town, I reassured my father that help would arrive soon because I had reached out to the vendor and Philips representatives. How naïve of me.

Despite daily follow-ups, repeated requests, and multiple assurances (and I use the word “assurances” in the loosest possible sense), the support response has been nothing short of lethargic. In fact, “hopeless” would be an upgrade. The vendor made promises without action, and the Philips representative I contacted demonstrated no urgency, no ownership, and absolutely no understanding of what timely assistance means for a critical medical device.

A medical device whose proper functioning is directly linked to a patient’s health and wellbeing, I must emphasise because the gravity of that seems to have been completely lost on everyone involved.

As of today, 8th December, I still have no resolution. No remote guidance. No technician visit. Not even a serious attempt to assess the device.

This is five days of waiting for a machine that supports the breathing of a 75-year-old COPD patient.

One would think that with all the global chatter around Philips ventilator recalls and concerns about device reliability, the company would be bending over backwards to restore confidence. Instead, I am left regretting not taking my doctor’s advice and purchasing a ResMed device instead.

Let me be absolutely clear: This is not the service I signed up for. This is not the reputation Philips claims to uphold. And this is certainly not how a medical-grade life-supporting device should be handled.

If this issue is not resolved professionally, promptly, and with the seriousness it warrants, I will have no hesitation in working overtime to share this experience publicly and create awareness in the COPD community, so other families do not endure this unnecessary stress.

I expect an immediate response, a qualified technician visit, and a complete check of the device settings and functionality without further delay. I hope this complaint finally ignites a sense of urgency that has been glaringly absent so far.