30-day mask exchange policy for new users only?

General Discussion on any topic relating to CPAP and/or Sleep Apnea.
Posts: 368
Joined: Thu Feb 22, 2007 11:49 pm

Re: 30-day mask exchange policy for new users only?

Post by MidnightOwl » Wed Aug 17, 2011 11:06 pm

archangle wrote:
It's possible the manufacturers mandate that the DMEs do this. After all, if they want to be an authorized dealer, the manufacturers often do require a lot of things.

I don't know which, if any, manufacturers DO require this of their dealers.
That would be nice. I hope they do require it. It seems you should get something for that substantial markup over online costs. And to be fair, it seems like many people do - at least in the mask fitting area. I didn't but I've long since parted ways with that DME and indeed it has long since ceased to exist having been gobbled up by one of the big chains.

Posts: 5840
Joined: Mon Jun 30, 2008 3:03 pm

Re: 30-day mask exchange policy for new users only?

Post by jnk » Thu Aug 18, 2011 12:02 am

Bobby269 wrote:Resmed does for sure. That is the only Company that I have dealt with so far.
This is what I believe to be Philips' (Respironics) most recent statement to DMEs:
FRM 3659
REF WI 8.1 - 809

Comfort Series and My Life Series
30-day satisfaction promise program

The goal of the Comfort Series and My Life Series of masks is to help you fit “100% of your patients, 100% of the time”. The 30-day satisfaction promise program takes our intent one step further – your patient will be satisfied with our mask or we’ll replace it.

Program summary:

If a patient discontinues use of a program-approved mask, for fit or preference-related issues, in favor of another mask during the first 30 days of use, we will replace the original mask at no charge.

Program approved masks include: • ComfortGel Blue • ComfortGel • EasyLife • FullLife • FitLife • OptiLife • ComfortGel Full
• ComfortFusion • ComfortSelect • ComfortFull 2 • ComfortLite 2 • GoLife for Men

Complete a 30-day satisfaction promise program request form for each patient who discontinues use during the first 30 days, and return it to our customer service department via fax or email. Replacement masks will be shipped in the first week of the month following receipt of the completed form.

Forms should not be used for masks with quality defects or breakage; contact customer service at ______________ for warranty replacement.

Regulatory requirements (e.g. FDA) mandate that cases of patient harm be reported by Philips Respironics. You must report such cases to customer service at ________________.


• To qualify for the program, the provider must complete a mask fitting workshop for the masks in the program
• Limit one replacement per customer per patient
• Program not applicable for internet or distributor sales - Patient outcomes are optimized when mask fitting is
performed by a trained professional
• Philips Respironics reserves the right to cancel or modify the program at any time
• Philips Respironics reserves the right to ask for the return of a mask

We thank you for your continued support of Philips Respironics masks. If you have any questions, please contact Philips Respironics customer service at ____________________.

User avatar
Posts: 462
Joined: Sat Apr 09, 2011 6:59 am

Re: 30-day mask exchange policy for new users only?

Post by napstress » Wed Aug 24, 2011 4:58 pm

I called Apria. Customer Service said that I would work with the RT, who would determine whether I should do an exchange. It sounded like it's not out of the ordinary for them to do an exchange if you're not a totally new user. Oddly enough, I had called the RT first, and he transferred me to Customer Service! Why couldn't he answer me?
Epworth Sleepiness Scale: 14
Diagnostic study: overall AHI: 0.2 events/hour; overall RDI: 45 events/hour
Titration study: AHI: 6.1; RDI: 27; CPAP pressures: 5-8cm

Not-tired behind my eyes and with a clear, cool head!