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[Equipment] How to get DME to exchange wrong size headgear for ResMed AirFit N10
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Sunnyside Offline

New Members

Posts: 1
Joined: Oct 2014

Machine: ResMed AirSense 10 AutoSet
Mask Type: Nasal mask
Mask Make & Model: ResMed AirFit N10
Humidifier: HumidAir
CPAP Pressure: 7
CPAP Software: ResScan

Other Comments:

Sex: Female
Location: Ohio

Post: #1
Ohmy How to get DME to exchange wrong size headgear for ResMed AirFit N10
Does anyone have any tips on how to get your current DME rep exchange
the headgear for the ResMed AirFit N10 (nasal) mask? I met him 2 weeks ago and showed him the problem with my headgear being too large. I was issued a regular size nasal mask with headgear and I just could not tighten the straps enough to eliminate the air the was coming out during therapy. The straps have velcro closures and once you reach a certain point that's it.
I made a follow up call one week later, last friday, and asked him about the order status of the headgear, and he said that it had not come in yet. Today I called in to check on the mask, now 2 weeks later, and the office was closed until Monday. I called the main office, and they have no record of the order.
Well, to make a long story shorter, I found a smaller size headgear on Ebay and ordered it for $26.00 with free shipping. It's actually the female version. I received it within 4 days, which was Monday. I am so thrilled that I finally have a mask that fits properly with no more air in the face leaks. It was brand new and sealed in a bag with the ResMed logo on it.
What is the deal with DME's? Not so thrilled to have to shell out more money for something that should be covered by insurance. The same person tried to tell me that the smaller size is not available, when I saw it on ResMed's website which I made sure that he knew about that. He did find it on there and said he would order one for me. However, I would have to return the old one to get the smaller size. He also told me that there was a limit on times that I could get an exchange. Is this the norm?
I was issued one of the newest machines out, the ResMed AirSense 10 Autoset, which is quite nice and very quiet. Thank goodness I didn't receive one of the older machines.
Thanks everyone for all your helpful posts, especially for us newbies!
11-07-2014 09:13 PM
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ttexan Offline

Preferred Members

Posts: 25
Joined: Sep 2013

Machine: Air Sense 10 CPAP
Mask Type: Full face mask
Mask Make & Model: Ultra Mirage
Humidifier: AirSense 10
CPAP Pressure: 9-13
CPAP Software: ResScan

Other Comments:

Sex: Male
Location: Alabama

Post: #2
RE: How to get DME to exchange wrong size headgear for ResMed AirFit N10
I guess it might depend on how long you used the original mask before meeting the DME to show him. My DME gave me one week to confirm the size of my mask and agreed to exchange without cost during that week. As I understand, returned masks cannot be resold (I certainly would not want one that had been used before!!), to the DME has to absorb the cost of any replacements, thus the short time allowed to confirm size.

However, if you got out of this issue for only $26, I think you are lucky.
11-07-2014 09:29 PM
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trish6hundred Offline

Advisory Members

Posts: 6,634
Joined: May 2012

Machine: Resmed S9 AutoSet for Her
Mask Type: Full face mask
Mask Make & Model: Fisher & Paykel Simplus
Humidifier: H5i Heated Humidifier
CPAP Pressure: 10 - 7-20 Cm H2O
CPAP Software: Not using software

Other Comments: I started CPAP in 2008. Totally blind since birth.

Sex: Female
Location: Missouri, USA

Post: #3
RE: How to get DME to exchange wrong size headgear for ResMed AirFit N10
Hi Sunnyside,
WELCOME! to the forum.!
Sometimes, you just have to keep calling the DME 'til you get what you want.
It's good that you finally found the headgear that fits you and that you like your machine.
Hang in there for more suggestions and best of luck to you with your CPAP therapy.

trish6hundred
11-08-2014 09:21 AM
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Mike1953 Offline

Preferred Members-2

Posts: 135
Joined: Aug 2014

Machine: Resmed S9 Escape Auto
Mask Type: Nasal pillows
Mask Make & Model: Resmed P10
Humidifier: Resmed Hi5
CPAP Pressure: 12
CPAP Software: ResScan SleepyHead

Other Comments:

Sex: Male
Location: Kansas USA

Post: #4
RE: How to get DME to exchange wrong size headgear for ResMed AirFit N10
I believe all manufactures have a 30 day exchange policy. Your DME just has to do a little paperwork to do the exchange.
11-08-2014 06:27 PM
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