I have their F20 mask and the accompanying head-strap and frame through Apria, for under 90 days. The head-strap is prematurely stretched out and requires the masks to be pulled uncomfortably tight, and the frame leaks when turning at night. I contacted Apria for replacement. They will sell me the frame after my insurance co-payment, but said the insurance does not cover the head-strap until 180 days. I asked about warranty replacement for that, and Apria said I need to contact ResMed directly for that.
I went to ResMed website, which says that both the frame and the head-strap are covered for 90 days of warranty. Since I can get the frame from my insurance (albeit paying a copayment), I asked ResMed for a warranty replacement for head-strap. They emailed me back to contact my supplier (Apria) for warranty replacement. I replied that I had already contacted Apria, who asked me to contact ResMed. They replied, asking me to contact Apria again, and give them a ResMed phone number to contact.
I called Apria again, who said they do not do any warranty replacement after 30 days, and that they do not call anybody related to that. Back to ResMed, they sent me the exact same canned response to contact Apria, even after I wrote they Apria is not willing to do anything for this.
All the while, the clock is running, and eventually I would be without warranty.
Any experience regarding this? Any suggestions? Many thanks.