Innomed is sending me new headgear

snoozie_suzy · Post by **snoozie_suzy** » Thu Aug 17, 2006 4:02 pm

On my last post "Hybrid Data for 3 weeks" I had grumbled that my headgear was falling apart after less than a month, the velcro was no longer sticking.

A guest posted to try calling Innomed customer service and that they have really good customer service. So I did.........and guest was right! They do!

They are sending me a replacement headgear. The woman mentioned they are informed that customers have been complaining about the headgear and they are working on revising it in the near future.

The number to call is in the Hybrid instructions booklet 1-800-200-9842

Suzy

tooly125 · Post by **tooly125** » Thu Aug 17, 2006 5:42 pm

Suzy,

Thanks for the update
It's good to hear that they are already working to fix the head gear.
What are you doing while you wait for the new one?
do you have a different mask that your using?

snoozie_suzy · Post by **snoozie_suzy** » Thu Aug 17, 2006 6:48 pm

Its funny Tooly, I did so great with the UMFF mask that the tech gave me last night, I think I will dig it out of my drawer while I wait for the Hybrid headgear. I used the UMFF mask back in Feb and March, and it worked fine but still sleepy sometimes, so then I switched back to the comfort classic that the sleep tech had handed to me on my way out the sleep study last fall. It was also around this time I stopped using my Auto as an Auto and went to straight CPAP. I had seen from my data that I had a VERY small window of good treatment, anything lower than 9 hypops/obs and anything over 10 extreme jump on the graph to AHIs, so I figured the auto might be chasing my snoring and slightly arousing my sleep stages in doing so? I have read on some posts that the Remstar is very sensitive to noise, and since I haven't been with my ex since last fall before being diagnosed I don't have a bed partner to comment on if i"m really snoring or what the deal is. NOt like he would be a good candidate to ask, he snored louder than me.

Anyhow I wonder if the UMFF mask worked really great for me with STRAIGHT cpap, which I had never tried before only auto.

Thanks for the comments!
Suzy

Issac · Post by **Issac** » Thu Aug 17, 2006 8:39 pm

Glad to hear that Innomed is still the wonderful example this industry needs. Someday it will all come back to them 100 fold !

snoozie_suzy · Post by **snoozie_suzy** » Mon Aug 21, 2006 6:03 pm

snoozie_suzy wrote:On my last post "Hybrid Data for 3 weeks" I had grumbled that my headgear was falling apart after less than a month, the velcro was no longer sticking.

A guest posted to try calling Innomed customer service and that they have really good customer service. So I did.........and guest was right! They do!

They are sending me a replacement headgear. The woman mentioned they are informed that customers have been complaining about the headgear and they are working on revising it in the near future.

The number to call is in the Hybrid instructions booklet 1-800-200-9842

Suzy

Wanted to just post that I received the replacement headgear from Innomed today, Monday 8/21 2 business days after I spoke to them, shipped 2 day air! The new headgear is MUCH better than the original packaged with the mask (so the customer service rep was serious that redesigning of the headgear was for real. I just didn't realize that they HAD already made an alteration to it and I was being sent a better one.) This new headgear is at least twice as thick if not three times as thick as the first set. It is similar to egg-crate foam, but not hard like that but more "foam" like than fabric. the velcro is much stickier if that is the proper adjective. If anyone has encountered problems with the headgear (and it doesn't seem that 'everyone' has, but many have) call the toll free number I listed in the post above. A guest on my previous thread had mentioned the customer service is phenominal and they were right! The service is exemplary.

Suzy

sidesleeper · Post by **sidesleeper** » Tue Aug 22, 2006 11:32 am

This is one company (or family of companies, I should say because the Hybrid is made by Innomed's sister company, Respcare, Inc. who also make those cute little penguin nebulizers) that I would never fear buying a product from because they take the word "service" seriously. I'm surprised they don't have every good service award in the industry. (oh, that's right, in almost every case you have to buy those awards, something most people don't know). The next time you see someone win "young entrepreneur of the year", know that it was paid for! Those awards are upward of 25,000.

snoozie_suzy · Post by **snoozie_suzy** » Tue Aug 22, 2006 7:50 pm

Just wanted to send out one last post regarding how I slept with the new headgear last night. In two words, much better. Because the headgear is much sturdier than the originally packaged headgear, I didn't have to OVERtighten the mask to keep it in place, and even better yet, when I woke up there were hardly any marks on my face. Now I believe I can use the PADaCheeks effectively. I tried putting them onthe original headgear but because the velcro lost its stick after the first couple weeks, I would have to re-fasten, and tighten during the night to stop leaks, and found it hard with the padacheeks in place to have to keep scrunching up the fabric, tighten, then pull back in place.

Who knows, maybe most don't find a problem with the headgear, and won't need to contact Innomed and be sent new headgear. Perhaps due to my face shape I had to keep it tighter than most people do. All I know is it was wimpy in comparison to this new headgear. I really like their customer service and I am going to send a very happy email to their website.

Suzy

bdp522 · Post by **bdp522** » Tue Aug 22, 2006 8:36 pm

I called and ordered my new headgear today. The top strap on mine wasn't sticking anymore(3 weeks old). They said they would send out the new headgear right away. They asked me how I was doing with the mask and if I had any other problems with it. My Dr. and RT haven't even asked how I'm doing!
Thanks Suzy!

Brenda

wolftracker · Post by **wolftracker** » Wed Aug 23, 2006 8:53 am

I had mine about three weeks and the top strap does not hold anymore
but they asked me to send mine back to them ...

did they ask anyone else to send the old one back ...

wolf

bdp522 · Post by **bdp522** » Wed Aug 23, 2006 12:44 pm

Nothing was said to me about sending the old stuff back. They just said that they would send my new headgear out right away.
Brenda

Guest · Post by **Guest** » Wed Aug 23, 2006 2:08 pm

wolftracker wrote:I had mine about three weeks and the top strap does not hold anymore
but they asked me to send mine back to them ...

did they ask anyone else to send the old one back ...

wolf

They might want to understand the top strap failure mode. They only need one headgear back to analyze and understand what is going wrong. This will help them ensure that they have completely fixed the problem in the upgraded headgear. I think that's why they asked you to send your headgear back but didn't ask the others. Makes sense?

bdp522 · Post by **bdp522** » Wed Aug 23, 2006 3:10 pm

I told them this is the only mask I have. Maybe they think you can just use another mask you have. Did you mention any other problems you're having? They might want to see it then?

tooly125 · Post by **tooly125** » Wed Aug 23, 2006 3:48 pm

They probably figured out that without asking for the old one back anyone could call and get one.
Your old one is proof of purchase.

rudyrx · Post by **rudyrx** » Wed Aug 23, 2006 9:20 pm

snoozie_suzy wrote:On my last post "Hybrid Data for 3 weeks" I had grumbled that my headgear was falling apart after less than a month, the velcro was no longer sticking.

A guest posted to try calling Innomed customer service and that they have really good customer service. So I did.........and guest was right! They do!

They are sending me a replacement headgear. The woman mentioned they are informed that customers have been complaining about the headgear and they are working on revising it in the near future.

The number to call is in the Hybrid instructions booklet 1-800-200-9842

Suzy

THANKS FOR THE INFO. I am going to try getting a new headgear from them since I have had the same problem and wrote to them via e-mail over a month ago. I like the Hybrid very much and as a pharmacist I talk to several people with sleep apnea that simply give up due to poor equipment pawned off to them by "home health" distributors. I have been recommending the Hybrid and Cpap.com heavily since the hybrid has resolved some of my long standing problems with mouth breathing. chin straps and air leaks.
I have another fix for the Hybrid that may be helpful to others and is working very well for me on the Hybrid.
I took the headgear off one of my old Resmed Ultra Mirage full face masks and used it on my Hybrid inplace of their "stock" headstrap which I agree is the only complaint that I have with the mask.(it is poorly designed , has less surface area for Velcro contact and is bothersome to use).
I have used the Resemed headgear for over a week now and the new "combo" works wonderfully for me. I noticed a huge difference on the Hybrid "stayng put" all nite long with few problems.
So if any of you that have used an Ultra Mirage full face mask in the past and have an old headgear strap from it laying around this seems to preform much better than the original equipment. You may want to check it out and give it a try.
If anyone else has received the new modified replacement headgear for the Hybrid from the company, I would like hear your take on their impovements. Until then I think I will stick with my Hybrid-ultraMirage headgear combo for now.
Tanks for any comments in advance
RUDYRX (out in the wilds of Oregon)

linda b · Post by **linda b** » Wed Aug 23, 2006 10:05 pm

Is it safe to assume that any masks they ship out now utilize the new and improved headgear? Or should we specifically ask for it if ordering the Hybrid in the next few weeks?

Innomed is sending me new headgear

Innomed is sending me new headgear

Re: Innomed is sending me new headgear

New Headgear much easier to sleep with

same with me

Re: same with me

Re: Innomed is sending me new headgear