CPAP Company Customer Service

I purchased Mirage SoftGel Nasal CPAP Mask with Headgear from CPAP company I also purchased their return insurance. After approx. 60 days, I began experiencing problems with the silicone slipping out of its frame. I reinserted it back however it continually kept coming out. I returned the product to CPAP and this was their response.
It appears that the blue cushion clip that keeps the cushion attached to the mask frame wasjust slightly bent which can happen as it is made from a flexible
plastic material. I bent it back a little and the cushion is now staying in the frame like it should. I am now prepared to ship your mask back to you. Please provide the shipping address you would like us to ship it to.
I called them on Feb 16th indicating that having purchased a mask for over $115 dollars, I should not have to take back a mask that had to be bent to flex it back in shape. The customer service manager Adrian Devin diagreed and indicated the mask was not defective. Well my interpretation and her interpretation of defective differs. If you have to bend a new product to get it to work smacks of defective. I then turned to Webster to get a definition. Defective: faulty: imperfect or faulty, so not functioning properly or at all. In this case the mask is not functioning properly. I indicated to Ms. Devin that when the mask gets wet the silicone will slip out. She was not willing to provide a refund or exchange. Bottom line -- stay away from this company. Their customer service is poor and they are out to stick it to the consumer. Find another company in which to deal business with as they are obviously not concerned about customer complaints. Please forward this advice to any sleep apnea patients as out there so they can be warned.

Louis

If you have to bend a new product to get it to work smacks of defective.

Yes, if you received a NEW product that was malfunctioning, I would want a replacement. But, you used the mask for 60 days before the problem started. And the problem was just that a bendable piece had been bent out of shape. It was not shipped to you defective, and it was not permanently defective, just bent.

Now, if you'd gotten the mask new in the mail and found a piece broken or misshapen, then that would be a manufacturing defect.

My experience has been totally positive.

I got a discount on a software package at the bundle price when they could have stuck strictly to policy and not given it to me. But because I had purchased the main items everything the previous week, they were flexible.

They have been very patient with my calls on various issues. Many other companies wouldn't have been as nice.

Sorry you have had a different experience.

49er

This is NOT my experience with this company. Besides how much bending and shaping do we do on our own to get a mask to fit? I would try the mask again and see how it goes. I think you're being a bit unreasonable. After 60 days, it is not a "new product". How well have you taken care of the mask? Did you take it back and is it working now?

lburton226

My suggestion is to only buy masks with steel frames in the future.

This is a non-registered visitor making a big deal about nothing......we know cpap.com is a reputable company ....ignore him.

He can't even find the name of the company he bought it from, maybe he's not trying to put the mask on his head. Jim

If by chance he is talking about CPAP dot Com, then he should have seen the INS is for a 30 day period , not Life plus one year. If it never caused trouble in 30 days, it worn or you broke it, which is fine as it's yours.

No doubt an apnea sufferer:
the signs of oxygen deprivation are clearly evident. . .

Mask cushions are a consumable item and have to be replaced periodically.

Insurance schedules vary, but Medicare, for instance, will pay to replace them twice a month. Mine last a lot longer. Lots of people have to replace theirs much more often.

I don't work for or speak for cpap.com.