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Question about purchasing a new mask
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Purdue writer Offline

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Joined: Apr 2013

Machine: ResMed Autoset 9
Mask Type: Nasal pillows
Mask Make & Model: Swift FX
Humidifier: ResMed
CPAP Pressure: 8-11
CPAP Software: SleepyHead

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Sex: Female
Location: Illinois, USA

Post: #1
Question about purchasing a new mask
Hello! I have just passed my one year anniversary of using my CPAP machine and, although I wish I didn't need it, I feel like a new person. I'm extremely compliant and except for a few rare occasions, I'm totally compliant, averaging more than 8 hours of use per night. My service provider that I purchased my machine from calls me each month to see if I need supplies, which I usually don't, but recently she talked me into getting a new mask. I have always worn XS nose pillows, but after reading some posts here, I decided I might like to try the small size. (Editor's note: Why can't I have an extra small waist instead of extra small nostrils?!) Bottom line--the outside of the package says it includes sizes XS, small and medium pillows, but my service provider opened the package and took the small and medium pillows out and included another XS for which they charged me (my insurance) an additional $39. Is this industry standard? I feel like trying to find a new supplier that won't open my purchase and takeout items that I've presumably paid for. Thoughts??
03-24-2014 09:47 PM
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trish6hundred Offline

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Posts: 6,446
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: #2
RE: Question about purchasing a new mask
Hi Purdue writer,
CONGRATULATIONS on your first year of CPAP therapy and I'm glad to hear that you are doing so well with it.
I have heard of DMEs doing that and I wouldn't blame you for looking elsewhere.
Hang in there for more suggestions and keep up the good work.

trish6hundred
03-24-2014 09:54 PM
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me50 Offline

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Posts: 2,559
Joined: Aug 2013

Machine: resmed S9 VPAP Auto
Mask Type: Nasal mask
Mask Make & Model: Wisp and Silicone Head gear
Humidifier: resmed H5i
CPAP Pressure: 18/8
CPAP Software: SleepyHead

Other Comments:

Sex: Undisclosed
Location: USA

Post: #3
RE: Question about purchasing a new mask
(03-24-2014 09:47 PM)Purdue writer Wrote:  Hello! I have just passed my one year anniversary of using my CPAP machine and, although I wish I didn't need it, I feel like a new person. I'm extremely compliant and except for a few rare occasions, I'm totally compliant, averaging more than 8 hours of use per night. My service provider that I purchased my machine from calls me each month to see if I need supplies, which I usually don't, but recently she talked me into getting a new mask. I have always worn XS nose pillows, but after reading some posts here, I decided I might like to try the small size. (Editor's note: Why can't I have an extra small waist instead of extra small nostrils?!) Bottom line--the outside of the package says it includes sizes XS, small and medium pillows, but my service provider opened the package and took the small and medium pillows out and included another XS for which they charged me (my insurance) an additional $39. Is this industry standard? I feel like trying to find a new supplier that won't open my purchase and takeout items that I've presumably paid for. Thoughts??

I wouldn't take anything that the DME opens and takes things out and puts things in. If they want to throw in something at no charge, then I will take it.

My wisp nasal mask comes with 3 cushions and that is what I expect every time I get the full kit.
03-24-2014 09:56 PM
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retired_guy Offline

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Posts: 2,744
Joined: Jan 2014

Machine: ResMed S9 Autoset
Mask Type: Nasal pillows
Mask Make & Model: Resmed Airfit P10
Humidifier: ResMed
CPAP Pressure: 10.6/14, EPR 3
CPAP Software: ResScan SleepyHead

Other Comments: Is it bedtime yet?

Sex: Male
Location: Beautiful, albeit very wet Oregon Coast

Post: #4
RE: Question about purchasing a new mask
Let's give her the benefit of the doubt for a moment. Since you are an "XS" patient in her mind, she probably thought she was doing you a favor. Although she did charge you (the insurance company) for the extra service and pillow.

She's been conscientious enough to call you every month to see if you need something. Yes, that's good business, but good customer service is not necessarily something that always occurs.

So on a sliding scale, I'd give her the opportunity to make nice. Call her and explain you had hoped to be able to try another size, and that's one reason you opted for the new mask. Ask her to send you the size you wish to experiment with.

Then if she turns out to be a pompous jerk or something, at least you will have tried to keep the relationship going.
03-24-2014 10:53 PM
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Doc J Offline

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Posts: 199
Joined: Dec 2013

Machine: ResMed S9 AutoSet
Mask Type: Nasal pillows
Mask Make & Model: ResMed AirFit P10
Humidifier: resMed H5i Dumped and dry daily
CPAP Pressure: 10-15
CPAP Software: ResScan SleepyHead

Other Comments: Knowledge is King and this is the place to find it! Thanks everyone.

Sex: Male
Location: Central Nebraska

Post: #5
RE: Question about purchasing a new mask
$10 s/h included on fleabay, I don't even bother with the DME or insurance anymore if I can get them that cheap.
Good luck, Doc J
03-24-2014 11:25 PM
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zonk Offline

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Posts: 7,908
Joined: Feb 2012

Machine: A10 AutoSet
Mask Type: Nasal mask
Mask Make & Model: Activa LT
Humidifier: Integrated /ClimateLineAir
CPAP Pressure: 9/13
CPAP Software: ResScan

Other Comments: CPAP since Nov 2010

Sex: Male
Location: Australia

Post: #6
RE: Question about purchasing a new mask
For hygienic purposes new mask come in sealed unopened bag and sizes (XS, S, M) included
Once the package is opened, the mask become used and legally cannot be sold as new
03-25-2014 12:33 AM
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me50 Offline

Advisory Members

Posts: 2,559
Joined: Aug 2013

Machine: resmed S9 VPAP Auto
Mask Type: Nasal mask
Mask Make & Model: Wisp and Silicone Head gear
Humidifier: resmed H5i
CPAP Pressure: 18/8
CPAP Software: SleepyHead

Other Comments:

Sex: Undisclosed
Location: USA

Post: #7
RE: Question about purchasing a new mask
So your DME took 2 of the pillows out of your package and left the xs in it. Then gave you another xs pillow that your insurance company was charged extra for? Uh, you should have gotten 3 sizes of pillows in the package no matter what and you shouldn't have been charged extra for the other xs since you ended up with only 2 pillows when the package clearly comes with 3. At least this is what I understood from the OP's post.
03-25-2014 12:54 AM
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Purdue writer Offline

Members

Posts: 12
Joined: Apr 2013

Machine: ResMed Autoset 9
Mask Type: Nasal pillows
Mask Make & Model: Swift FX
Humidifier: ResMed
CPAP Pressure: 8-11
CPAP Software: SleepyHead

Other Comments:

Sex: Female
Location: Illinois, USA

Post: #8
RE: Question about purchasing a new mask
(03-24-2014 10:53 PM)retired_guy Wrote:  Let's give her the benefit of the doubt for a moment. Since you are an "XS" patient in her mind, she probably thought she was doing you a favor. Although she did charge you (the insurance company) for the extra service and pillow.

She's been conscientious enough to call you every month to see if you need something. Yes, that's good business, but good customer service is not necessarily something that always occurs.

So on a sliding scale, I'd give her the opportunity to make nice. Call her and explain you had hoped to be able to try another size, and that's one reason you opted for the new mask. Ask her to send you the size you wish to experiment with.

Then if she turns out to be a pompous jerk or something, at least you will have tried to keep the relationship going.
Weii, I didn't fully explain in order to make my post brief. It was the first time I had gotten a new replacement mask, so I'd forgotten how the masks are packaged. When she called to sell me the mask, we discussed that I'd like to try a different size pillow. She said that they can only give me one size because to give me multiple sizes is wasteful because I would likely throw away the ones that don't fit. They are clearly making money by reselling the pillows they take out of sealed packages. I just didn't know if this is a standard industry practice or not. The more I thought about it, the more it seemed not right. Then when I got the package and saw they had actually opened the package and removed part of the kit, it seemed even worse. I just wondered if anyone else had experienced this.
03-25-2014 06:49 AM
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me50 Offline

Advisory Members

Posts: 2,559
Joined: Aug 2013

Machine: resmed S9 VPAP Auto
Mask Type: Nasal mask
Mask Make & Model: Wisp and Silicone Head gear
Humidifier: resmed H5i
CPAP Pressure: 18/8
CPAP Software: SleepyHead

Other Comments:

Sex: Undisclosed
Location: USA

Post: #9
RE: Question about purchasing a new mask
Purdue writer

It isn't wasteful because the insurance is paying for the kit. From what I understand, you got 2 sizes of nasal pillows and were charged a separate charge of $39 for the additional pillow instead of getting the 3 sizes that you should have. The 3 sizes are in there so you can decide which one works best. Each night is different. Some nights, with my wisp, I may use the s/m and on other nights, I may use the petite cushion. It depends on how I am feeling that night and whether one of my cushions is getting a little flexible but I don't want to open new cushions until the last day of the month (so I can keep myself on track with the change out schedule). I would definitely discuss this with the DME and ask her to explain to you again why you didn't get 3 pillows and why the extra charge for the other pillow. If you are not satisfied with her response, you can go to a manager OR you can switch DME. The point is, you are paying your part as well as your insurance paying for the pillows and you should get what is in the kit.

BTW, to answer your question, I had a lot of trouble with a DME and I ended up firing them after 3 months and still, 6 months later, the problems they caused with billing my insurance for items that I did not receive, still has not been corrected.

I usually give people more chances than they deserve but when I am done, I am done.
03-25-2014 07:11 AM
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Purdue writer Offline

Members

Posts: 12
Joined: Apr 2013

Machine: ResMed Autoset 9
Mask Type: Nasal pillows
Mask Make & Model: Swift FX
Humidifier: ResMed
CPAP Pressure: 8-11
CPAP Software: SleepyHead

Other Comments:

Sex: Female
Location: Illinois, USA

Post: #10
RE: Question about purchasing a new mask
(03-25-2014 07:11 AM)me50 Wrote:  Purdue writer

It isn't wasteful because the insurance is paying for the kit. From what I understand, you got 2 sizes of nasal pillows and were charged a separate charge of $39 for the additional pillow instead of getting the 3 sizes that you should have. The 3 sizes are in there so you can decide which one works best. Each night is different. Some nights, with my wisp, I may use the s/m and on other nights, I may use the petite cushion. It depends on how I am feeling that night and whether one of my cushions is getting a little flexible but I don't want to open new cushions until the last day of the month (so I can keep myself on track with the change out schedule). I would definitely discuss this with the DME and ask her to explain to you again why you didn't get 3 pillows and why the extra charge for the other pillow. If you are not satisfied with her response, you can go to a manager OR you can switch DME. The point is, you are paying your part as well as your insurance paying for the pillows and you should get what is in the kit.

BTW, to answer your question, I had a lot of trouble with a DME and I ended up firing them after 3 months and still, 6 months later, the problems they caused with billing my insurance for items that I did not receive, still has not been corrected.

I usually give people more chances than they deserve but when I am done, I am done.

I received the XS that was part of the kit and then another XS for which she charged me $39
03-25-2014 07:23 AM
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