Dear Victoria,
I’m writing to sincerely thank you for the outstanding customer service you provided. Your dedication, patience, and unwavering commitment truly made all the difference.
What stood out most was your persistence and determination. At one point, I was convinced I had been scammed because I hadn’t received my MK3-C Spring. But even when things became difficult, you never gave up. You remained professional, responsive, and solution-focused throughout—a true reflection of your strong work ethic and character.
When the unit finally arrived, I was still in the hospital recovering from a work-related accident. Thankfully, my daughter kindly stepped in to assemble it and check in on me daily. However, we noticed that the water “drain” tray was filling up each night. Despite her emptying it daily, it continued to overflow, which raised concerns.
Given my experience with my ResMed 11—which requires daily refills and only holds enough water for eight hours—this issue was particularly disruptive. One of the main reasons I purchased your device was to avoid such nightly interruptions to my sleep.
After following your troubleshooting suggestions for a few days, I requested a replacement. Initially, you informed me that I was outside the warranty window. I explained the delay was due to my hospitalization, and you took the time to listen and understand. You went the extra mile and arranged for a replacement reservoir.
I’m thrilled to share that the new tank works perfectly. I can now sleep through the night without the need to refill my CPAP machine—an incredible improvement to my rest and recovery.
Thanks to your efforts, what could have been a frustrating and disappointing experience turned into a genuinely positive one. Your ability to stay calm, attentive, and proactive is incredibly commendable.
Thank you again for going above and beyond. It meant more than you know.
Warm regards,
Scott Thompson
P.S. If your company ever needs a testimonial or recommendation, I would be more than happy to share my experience, based on your outstanding service and genuine care for your customers