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[CPAP] Phillips Respironics Nuance Pro Disintegrates
#1
Angry 
I have a Phillips Respironics Nuance Pro. I have had it for 4 months (since 4/24/14).

Last night the foam headband disintegrated. I left the gear on my night stand on Wednesday night (8/20/14), it was fine. When I picked it up on Thursday night the foam headband was all slimy. I have no idea what the problem is, but it cannot be cleaned. Fortunately, I had an old mask of another brand in my emergency supplies.

I talked to Lincare, my local supplier, and they can't or won't do anything because Medicare only allows replacement every 6 months. I talked to Phillips, and they say they can't do anything because the warranty is only 3 months. I filed a complaint; #305631687. They want me to go back to talk to Lincare.

I am totally dissatisfied with both Lincare and Phillips. It looks like the only way I can get some service is by raising hell on the Internet and reporting it to medicare as defective equipment. That's not how it should be if either Phillips or Lincare were reputable companies.

Jim Winer
Fort Myers, FL
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#2
You mean that backstrap? Yeah, it is a big problem and I wish they would fix it.

My first one lasted a long time until I finally got around to washing the headgear, then it just went to heck. It turned a nasty black and because gummy. That was the "Pro" version. My second one (the one I have now) is a non-Pro and it turned black and awful after just a few weeks. I am supposed to get the 3rd mask any day now. If it does it just as fast, I will be complaining to Phillips as well. This is unacceptable. It is a defect in the material.

And Medicare replaces masks every 3 months, not 6.
PaulaO2
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#3
Hi Jim,
WELCOME! to the forum.!
That's a bummer about your mask. I had the Phillips-Respironics Wisp nasal mask before I switched to the Resmed AirFit P10 and the silicon frame would fracture on it, I could almost get 6 months before it broke. Planned breakdown is the key, it seems. I don't blame you for complaining.
Best of luck to you with your CPAP therapy and getting your mask problems resolved.
trish6hundred
Reply


#4
(08-22-2014, 11:32 AM)PaulaO2 Wrote: You mean that backstrap? Yeah, it is a big problem and I wish they would fix it.

My first one lasted a long time until I finally got around to washing the headgear, then it just went to heck. It turned a nasty black and because gummy. That was the "Pro" version. My second one (the one I have now) is a non-Pro and it turned black and awful after just a few weeks. I am supposed to get the 3rd mask any day now. If it does it just as fast, I will be complaining to Phillips as well. This is unacceptable. It is a defect in the material.

And Medicare replaces masks every 3 months, not 6.

I really don't understand medicare. They replace the nose piece (maybe the mask) every three months (which has not happened, but it may be in shipment) and the head strap (every 6 months) separately. The head strap didn't last 6 months.

They've replaced it now, but it took emails to 2 corporate officers and the public relations office at Phillips, and over a dozen complaints on various boards like this one.

They have wasted my time. I wonder how much time it will take them to repair the damage that this posting has caused.
Reply
#5
Hmm...now a suspicious person would start to think that all straps of this model might have the same fault and that all these straps might need to be recalled. But that couldn't be, could it?Thinking-aboutBigwink
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#6
(08-24-2014, 08:59 AM)Stroppy Wrote: Hmm...now a suspicious person would start to think that all straps of this model might have the same fault and that all these straps might need to be recalled. But that couldn't be, could it?Thinking-aboutBigwink

Here is the current status. The problem has been resolved with Phillips, but I am still unhappy with Lincare.

Mr. Frank,

Thank you for responding.

Thanks to your prompt action, Lincare has provided a new headband.

Here is the additional information you requested,

1. I am not satisfied with Lincare's response. The local Lincare office is located at 13891 Jetport Loop Road, #7, Fort Myers, FL 33913. There is no complaint email provided for Lincare, and in fact it is difficult to determine exactly who owns or runs the place. There seem to be several Lincare companies, none of which have anyway to file a complaint except by snail mail. None of them have an online complaint email, or even a list of officers and Directors. Since I micro-sleep when driving if I don't use the CPAP, a delay of several days for snail mail to a Lincare that may be the wrong Lincare did not seem a reasonable solution to a problem that needed to be solved within 24 hours.

2. I called both the local Lincare office (239-768-2422) and the Lincare supply line (800-937-2437). Both calls were answered by personnel who didn't seem to have any idea of what was going on, didn't know anything except that Lincare didn't deal with that. After considerable research to find who to call, I called Phillips (800-345-6443) the person who answered stated that Phillips warranty was only 90 days, but that she would start a complaint (#305631687) and that I should call Lincare back and tell them to call Phillips with that complaint number.

3 It should not be necessary to send emails to 3 Directors and 2 officers of Phillips to get this problem solved. There is also no easy way to email Phillips. I found you by looking at the officers and Board on the Phillips investor relations area, and then looking up the people on LinkedIn. The effort necessary to contact Phillips seems beyond the capability of most people. (I mention this since I may have jumped over you and your boss, and you may hear about it from the Board members to whom I sent emails. It would be good to have an answer to questions before they are asked.)

4. There is a considerable difference between the new headband that Lincare provided. The original was gray on the outside and black on the inside. The adjustment straps had to be pulled up quite far on each side (about 1/4-inch above the maximum position. The problem occurred when most of the inside seemed to have a sticky white coating. Attempting to wash it resulted in it becoming slimy. This happened between Thursday morning and Thursday night which seemed very strange. The new headband is also much tighter and requires approximately 1-inch less adjustment ON EACH SIDE. The original was either the wrong part, the wrong size when I received it, or it was not new. The "Healthcare Specialist" (Kimberly Berry, RT) originally fitted me with "medium" size nose pillows. I asked for and received a set of "large" nose pillows, which I found to be a better fit and asked the automatic supplies person to change on the first supply delivery. Ms. Berry also wrote on the receipt (#D87135) that she was ordering water chamber #1003757 and would sent it along when she received it. That never happened.

5. The problem was eventually solved when I called Lincare back and told the office manager (Amy something) to call Phillips with the complaint number. Late that afternoon she called back and said I could pick up a new headband or she could mail it to me. Since it was Friday afternoon and I would not receive it until Monday if she mailed it. I picked it up. HOWEVER, I spent about 4 hours on this ridiculous problem dealing with incompetent Lincare personnel, and I had already sent all the emails and filed complaints on several consumer boards. Somebody from Phillips should monitor apneaboard.com as it seemd to be where the CPAP community talks to one-another, and there are others there who have had (unsolved) problems with the same headband. I will be perfectly happy to forgive Lincare as soon as they refund the 4 hours of my life that they wasted. I will notify the Better Business Bureau to modify the complaint so that only Lincare is listed, and that pressure from Phillips resolved the problem. I will also update that complaint to indicate that Phillips solved the problem.

6. I have not sent an email to Lincare. (They don't seem to have an email address.) I will snail mail them a copy of this email. I will also attempt to determine if Lincare charged Medicare for the water chamber that never arrived, and if possible, I will file a Medicare fraud complaint against Lincare.

Thank you, I appreciate your taking care of this problem.

Jim Winer

*Email:* johnfrank109@comcast.net

*Title:* RE: Phillips Respironics Nuance Pro Disintegrates

Mr. Winer,

I am sorry to learn about your experience with the Nuance Pro and very disappointed in the response provided by Lincare. Lincare has an obligation as your medical provider to address your needs and should have replaced your broken product.

Please send me your mask size and ship to address and I will have a replacement mask sent to out right away. My contact email is john.frank@philips.com. I would also like to have the Lincare location that refused to send you a replacement mask.

My apologies for your inconvenience.

John Frank



On 8/22/14 5:45 PM, Jim W. wrote:
--------------------
Phillips Respironics Nuance Pro Disintegrates

I have a Phillips Respironics Nuance Pro. I have had it for 4 months (since 4/24/14).

Last night the foam headband disintegrated. I left the gear on my night stand on Wednesday night (8/20/14), it was fine. When I picked it up on Thursday night the foam headband was all slimy. I have no idea what the problem is, but it cannot be cleaned. Fortunately, I had an old mask of another brand in my emergency supplies.

I talked to Lincare, my local supplier, and they can't or won't do anything because Medicare only allows replacement every 6 months. I talked to Phillips, and they say they can't do anything because the warranty is only 3 months. I filed a complaint; #305631687. They want me to go back to talk to Lincare.

I am totally dissatisfied with both Lincare and Phillips. It looks like the only way I can get some service is by raising hell on the Internet and reporting it to medicare as defective equipment. That's not how it should be if either Phillips or Lincare were reputable companies.

Reply




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