More and more Canadians are still waiting to replace recalled sleep devices

After CityNews first reported in the case of an Aurora man who waited nearly three years to replace a recalled device he sleeps on, we’re hearing from more Canadians echoing his frustration.

“I saw the Speakers Corner report and thought, ‘that’s me,’” Doug Thrower from Alberta told us.

Thrower is one of several people who contacted Speakers Corner following our initial report on Bryan Gyene’s efforts to get his device on the air.

After that, it tried to replace Philips’ adaptive servo ventilation, and in 2021 the company recalled several other devices used to treat people with sleep apnea.

Like Gyene, Thrower, who used a Philips CPAP machine, registered his model under Philips’ 2021 recall protocol and was promised he would receive a new one.

“I was first told that I would have a new machine in August. Then in August I contacted my doctor and was told it would be in the fall,” Thrower said. “Then the beginning of the new year came. The dates kept going back.”

Thrower said he called the phone number provided to customers for assistance.

“I called the Philips customer service hotline and they told me clearly that they can only help customers in the United States. They had no information that could have helped the Canadian.”

Earlier this month, CityNews contacted Philips regarding our original report by Gyene. A few days after contacting them, he received a new device.

But Thrower and many others who have since emailed CityNews say they are still waiting.

“More than 99 percent of registered CPAP and BIPAP sleep therapy devices have been repaired worldwide,” a Philips spokesperson told us earlier this month.

When we asked about people like Thrower and several other Canadians who emailed us to say they were still waiting to replace their devices, Philips had no additional statements on the matter.

They told us the patient relations team would contact Thrower.

He later received an email from the company telling him he should contact the store where he purchased the device again and let him know they would handle the replacement.

“I understand that this is a huge undertaking and a huge cost for them. But I just don’t understand how they could go so many years without replacements,” Thrower said.

“Without this device, my sleep is significantly disrupted. I need him”.

Thrower is waiting to hear back from his supplier to find out when his new CPAP machine will be delivered.

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