Problem with Inogen
I don't know whether this can be addressed in this forum, but here's my problem.
This past June I purchased an Inogen 5 as I planned to move to Texas to be near my daughter.
It worked fine for awhile and then I got the following error images on the screen as seen below. It isn't a serious error code, but it still made me nervous whenever I had to leave my home for any great length of time.
I emailed them on Nov. 25 and they replied the next day that they'd put in a service ticket for this.
By Dec. 18 I hadn't heard anything so I called them.
On Jan. 9 I got an email with instructions to reset the entire system. I did this many times but the error message kept popping up.
The message said to call them if this didn't work and I did. I was told that I could either ship the unit back for repairs which might take several weeks or I could get a used unit with a full warranty. Because I had spent a considerable amount of money on a new unit, I didn't want to replace it with a used one.
I was also told that, if I had this repaired elsewhere, all my warranties would no longer apply to this unit.
As I live in Dallas, I'd like to know whether I could have this repaired locally and would that really affect the warranty on this unit?
I'm nervous about going without my unit for weeks, as I also got a charger that works in a vehicle as well as one that plugs into an electrical outlet, so I have no fear that I'd ever run out of oxygen no matter where I am.
I love the convenience of this unit rather than carrying around those small, clumsy cylinders, and if repairs take a long time, then I'll have to order the cylinders to get me through this time period. I do use a larger continuous flow concentrator when in my home.
I simply don't know what to do. If I call their corporate offices, I assume they'll give me the same answer as their distributor in CO.
Any and all advice would be gratefully appreciated.
Thanks again!
Hi
. I am no expert on warranties, but the options they gave you sound a little shady to me. Who can afford to go for weeks without their machine? Most people will take the used one and return the one giving the error code. The manufacturer can then fix that one and give it to someone else. It's pretty convenient for them. I recently had success with an issue when I filed a complaint with the Better Business Bureau. You might have to wait a few weeks for a resolution, but at least you won't have to give up your machine while you wait. Here is a link: https://www.bbb.org/file-a-complaint. I hope this helps and that you get a new machine at no cost. Best wishes. - Lori (Team Member) 
I have a Inogen G5 for over 3 1/2 years now and last year I have an error message on it and I called Inogen and they sent me a new one the next day UPS. Their service is top notch. I have a lifetime warranty on it when I bought it from Inogen.
Call this number 877-466-4364Thank you for responding, I was about to have heart attack for I just bought one a few months back. I was explained that if error occurred to contact, replacement sent next day and return shipping paid for. I too purchased the life time warranty. Thank you again!
So sorry you are going through this,
. Are you calling the number jahlah posted? Whenever I am dealing with customer service, I'm sure to get the name of the person I spoke to along with a reference number for my support ticket. If you aren't getting the help you need, it may be useful to ask to speak with the person's supervisor, and continue to climb the "ladder" until you find the answers you're looking for. You should not be expected to take a used machine permanently, nor go without a machine for that length of time.
As for local repairs, it might be possible for them to make suggestions without actually doing work and voiding the warranty. Do you have a copy of the warranty you have? If not, ask the company to send it to you so that you know exactly what the terms are before you do anything else.We are here to support you! Keep on them and don't give up! -Melissa, copd team
Thank you all for your help.
I finally discovered the problem. Purchase your Inogen straight from the manufacturer. I did a search online and there were tons of 5-star reviews for the distributor I chose, so I used them.
However, I later discovered that if you use a distributor, they don't have to offer the same warranty or a loaner.
I called the phone number thatmentioned and that was for their corporate headquarters and is the website you should use for placing your order.
While the staff at the Colorado distributor was very polite, and because I didn't want to send my brand new G5 to them and receive a used one back so I could get one sooner, I decided to get a shipping label from them, ship it back for $25 (both ways) and wait many weeks until they could repair my unit.
Right now I'm steaming because I'll have to use the cylinders from Lincare until I receive my repaired unit back.
However, for those of you who do have one, I do like the car charger and I like being able to take along the one that plugs into household current so I don't have to worry about running out of oxygen no matter where I am.
Oh, well, live and learn. ☹️I wish you didn't have to go without your Inogenfor so long, but I am glad it is getting fixed and that you at least have something to use in the meantime. Thanks for sharing that information with us. That is good to know and it might save someone else the trouble you have been through. Gentle hugs. - Lori (Team Member)
