More DME Follies

[LinkC]

Called my DME today to order a new mask (Hybrid). Usually my co-pay is more than I can get one for on cpapauctions, but for some reason Hybrids are like gold on there right now. So I called the DME.

She said she wasn't sure they could get "that kind", but they had another just like it. I said, "Is it the Liberty?" "Yes." I told her the Lib doesn't work for me, and she started in about another "better design" that only has one strap instead of full headgear. I said, "Is it the Oracle?" "Yes."

I told her "I am very happy with the Hybrid and if you can't get it for me, I have another source." She said to let her check again and she'd get back to me one way or the other.

Ten minutes later she called back saying she would have one in the morning and could drop it off if someone would be home. I said I'd stop by their office after work and "save them the trip".

If it turns out it's NOT a Hybrid, I don't want them leaving it on my porch. I'd rather refuse to accept the substitute at their office. We'll see...

I think I impressed her with my knowledge of masks (possibly more than hers...) and their identifying features. And it's all because of CPAPTalk!!!

[newhosehead]

Smart move, Link! On my last go-round with my DME, they were amazed I knew what AHI was and frankly, I dont think they were too happy about it
Maybe we should have a CPAP TALK t-shirt. Let me guess..that is not a new idea.

Jeanette

[DoriC]

Link, it's amazing how quickly the mask you insist on suddenly "appears" once they realize they're dealing with an "informed" customer. We had a similar experience and would not take No for an answer and suddenly they found the mask we wanted misplaced on the "top shelf".

[Digeeedad]

What is with the DME business???? I've only been reading this board for a couple of months and had my own dealings with Apria and as I expressed in another post, the whole process seems similar to that of going to a car dealer. Why does it seem that with most other purchases, appliances, furniture, clothes, etc it's just a straight forward transaction without the BS and getting something inportand like CPAP machines and supplies is bordering on SCAM territory?

[JohnBFisher]

... What is with the DME business???? I've only been reading this board for a couple of months and had my own dealings with Apria and as I expressed in another post, the whole process seems similar to that of going to a car dealer. Why does it seem that with most other purchases, appliances, furniture, clothes, etc it's just a straight forward transaction without the BS ...

Because you are not seen as the customer? When in doubt, follow the money!

Who pays the DME for the machine and mask? You? No? Ah! That's the basic issue.

So, how do I counter this issue? By the way, this is a method to deal with ANY service provider who just does not "get it". First, turn yourself into a person and not a cusotmer. What? Well, if all you are is someone who buys something from them and is insistent and does not seem to care about them, then you are another transaction to be handled.

But if you gently probe for information from them ... Your job must be rather "interesting". You deal with people with all sorts of backgrounds ... you have people who don't care, but desperately need your help. And you have people who panic, but are not all that bad off ... How much training do you need to become a RT? It must be difficult! Do you need to do periodic certification? How do you manage to do that in addition to your day to day work?

Suddenly you become a person who cares about them.

Frivolous? Not really. For most people, it makes a HUGE difference in the service delivered.

But now always. That's part of why I "interview" my DME and Sleep Lab. If they don't click and see me as a person, I do NOT want them as part of my medical support team. They won't care about me and are more likely to see me as a mark, rather than as a person they are helping.

Hope that helps.

[LinkC]

Basics:

1. You will pay as much for the mask they already have on their shelf as you will one they have to order.
2. Ditto for your insurance co. (completely irregardless of the wholesale price the DME pays.)
3. A cheapo they have in stock will become exactly what you need, unless you demand otherwise.

"Follow the money", INDEED!

[BlackSpinner]

What is with the DME business???? I've only been reading this board for a couple of months and had my own dealings with Apria and as I expressed in another post, the whole process seems similar to that of going to a car dealer. Why does it seem that with most other purchases, appliances, furniture, clothes, etc it's just a straight forward transaction without the BS and getting something inportand like CPAP machines and supplies is bordering on SCAM territory?

Don't insult car dealerships. Even a second hand car sales person has more knowledge, training and integrity then some DME's.
(not including our wonderful members on cpapTalk of course - they are the exceptions that make the others look so much worse)

[Uncle_Bob]

LinkC

I don't know how you feel about used masks but i have a Hybrid i tried for 2 nights and its yours if you want to just pay shipping.
Only thing is i tried the second night with the bottom flap cut off. PM me if you want it.

[LinkC]

Thanks for the offer, UBob, but I picked up a shiny new one from the DME today. And I've still got my original with some life left in it...it will become a spare.

But I'll bet someone on here would like to test-drive yours...even without the chinflap!

Found out I have NO copay for "accessories". And can get filters once a month, hose every two months and mask every 3 months.

If there's no Socialist Security left when I retire, I can fall back on cpapauction!! Of course, I may not have decent health insurance by then...either way, it's time to build up some inventory! (j/k btw...)

[Uncle_Bob]

Thanks for the offer, UBob, but I picked up a shiny new one from the DME today. And I've still got my original with some life left in it...it will become a spare.

But I'll bet someone on here would like to test-drive yours...even without the chinflap!

Found out I have NO copay for "accessories". And can get filters once a month, hose every two months and mask every 3 months.

If there's no Socialist Security left when I retire, I can fall back on cpapauction!! Of course, I may not have decent health insurance by then...either way, it's time to build up some inventory! (j/k btw...)

OK. Someone has already claimed the mask

[Terminator]

I now have 3 masks (in addition to the one in service) and ordered three more when I found out about the price game. Also a third CPAP machine. I think that will do me for a while... Am I being anal about this???



T

[mattman]

I have a genuine, serious question on this.

I know a lot of folks have issues with DME providers (often very justified). Everyone also knows I think most are actually decent and the problem ones here are the exceptions. That's cool, we all have different needs and different things make us happy and that's cool and all. Everyone doesn't have to agree and such.

But I honestly, really don't get this situation here.

The thread is titled "More DME follies". Obviously intended to be a pretty derogatory and laughable situation about yet another DME screwup.

What I see is a company that did exactly what we would want a company to do and what they should be doing all the time.

Basically, I see a company that provided exactly what Link wanted, got it overnight and even offered to bring it out to his house all in less than 24 hours with nothing but a phone call from him.

How is that not something to hold up as EXACTLY what should be happening every day?!! Instead it gets ridiculed. Instead there are responses like Digeeedad's saying it's bordering on a SCAM and likening the situation to something as rough as going to a used car dealer (And then taken even further by BlackSpinner saying don't insult car dealers )

But I really mean this. I'm genuinely stumped by this.

Link calls.

They say they don't have the mask he wants. They do offer several similar styles that they have in hand right now. By the way, notice that the lady did have pretty handy knowledge of similar products that may work well?

He says he's tried them and they don't work.

She hears that the immediate subs won't work so goes to check on the one he called for.

Calls back right away and has the thing coming in the next morning. Even offers to deliver it. No hassle about prescriptions, no missed phone calls. No requiring any other payment. No nothing.

Again, isn't this exactly what the hell we want??!

I really do ask this as a genuine question. I'm not aruging anything. I'm not saying anyone is wrong or that all DMEs are great people that kiss babies and walk on water.

Respectfully,

mattman

[LinkC]

Your question is legitimate...and deserves a serious answer.

IMHO, they should have taken steps to provide what I asked for, instead of trying to talk me into what they had on the shelf; or worse, what was less expensive for them. (The list price of the Oracle is less than the Hybrid, so I'm assuming the wholesale would be also.) No, I don't KNOW for sure their motives were dollar-driven, but the Oracle is definitely not a reasonable substitute for a Hybrid. And if she didn't know that, she SHOULD; but if she doesn't, then for sure she shouldn't be suggesting it to a consumer who may not know better.

From past dealings with them, I know they can get most items within a day. An appropriate response would have been "I don't know if we can get that, but I'll find out and call you right back". Instead I got, "IDKIWCGT...but here's something else that will be easier (and cheaper) for ME, and just MIGHT work for you."

Yes, in the end the right thing was done (primarily due to my insistence). But a less-knowledgable consumer may have accepted an unusable substitute.

[mattman]

Maybe it's just a wholesale difference in outlook? I don't know.

I generally see people as genuinely trying to help. I see that as someone suggesting what (in my personal opinion) is a possible substitute that they have RIGHT NOW (And one that, let's face it, lots of people really do like) versus trying to get something in and not as trying to unload something on you that you don't want. Mainly because it doesn't sound like they tried to insist that you take something else, just a helpful "Hey, I don't have that right now, but I do have something else - right now - that may work for you. Or we can order in what you do want".

And also from having been on that end, I know how bad it looks when something goes sour and the next day the one you want doesn't show up (UPS truck crashes into a tree or someone else forgets to pack it up or any of the bazillion things that go wrong in the world). So I too would always offer something that I have right now to see if the problem can be immediately solved and the customer made immediately happy.

Of course, I've also been called naive before for generally thinking people are good but hey, it's kept me happy enough so I'll stick with it.

mattman

[mattman]

You know in thinking about this some more and also as it relates to another response I made to another thread here...

I think it comes down to just what I've said all along here:

We as people tend to find exactly what we go looking for.

If you think a business in general is on the shady side I think that's what you'll find. Or if you think people in general are really trying to help that's also what you'll find.

Or maybe I'm just an naive idiot!

mattman