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Nasal Mask issues - "Verus" not a good DME
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Posts: 85
Joined: Mar 2015

Machine: ResMed Airsense A10 for her
Mask Type: Nasal pillows
Mask Make & Model: Nuance / Airfit P10
Humidifier: Airsense A10
CPAP Pressure: 9-16, average under 14
CPAP Software: SleepyHead

Other Comments: Seasons here: Wintah, Mud, Road Repair, Wintah

Sex: Female
Location: Road Repair Season, New England

Post: #1
Nasal Mask issues - "Verus" not a good DME
>>Update on RS Reduced Size frame for Nuance gel pillow headgear and change in recommendation for DME

After a series of phone calls about 4 months ago, my DME [Verus] was finally able to determine that yes, they could supply the shorter fabric frame {RS for "reduced size"} for the Respironics Nuance mask.

However, they had already sent me a full fabric frame kit. Not as bad as IKEA but I had to remove the elbow and hose from the standard size frame and install it onto the Reduced Size frame. No big deal -- everything OK until the 3 month period had passed -- my pillows were all squooshy, and the frame as well as the hose of the mask were stretched out. No worries -- time for a replacement anyhow.

On October 2 I rang the DME, and was told, yes, as of that day, I was eligible for replacement gear. All handled. Not.

Today is 23 days later, and I still do not have all the parts for the mask frame [that's the front part of the mask -- the headgear itself only is replaced every 6 months].

There are 2 major reasons:
1. Philips does not supply the full frame for the RS size -- only the strap as shown in my photos earlier in this thread. One has to order a new standard size frame, remove the hose and elbow attachment from that one and place onto the RS strap.
Therefore:
2. The DME customer service people can't handle anything more complicated than pushing the button on a self-serve snack machine. If it doesn't come pre-packaged, forget about getting what you need in a timely fashion.
So far, at least 6 phone calls to Verus later, it seems that perhaps the mask frame is "on the way" as the order went to the warehouse on Friday, and that, according to the girl on the other end of the phone, means it "should" ship out today.

I am no longer willing to recommend Verus as a good DME. If you, like me, are or have someone in your family who needs the smaller size mask, you have been forewarned.

Yes, it's worth having it. But you won't get it without a major hassle at least from the DME I've been using.
10-26-2015 12:10 PM
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