New Mask from Cpap.com - question about it...is it "new"?

[Swim_Bike_Run]

I have only bought Resmed masks in the past from Cpap.com and my DME so I only have their packaging to go by, but I recently ordered a Fisher Paykel FFM (HC432). With my other masks, they all came sealed in a bag and there was no question that they were new and unused. When I received my FFM mask it came in the box, but the box was halfway opened and the mask and connector was just sitting in the box...it just does not look brand new, which is what I paid for. It might just look odd as it is sitting open in the manufacturer's box, instead of being in wrapped packaging.

Is this just how the Fisher Paykel masks are packaged? Here is a pic:

[DreamOn]

The Fisher & Paykel HC431 mask comes with three cushions. Two of the cushions are in sealed plastic. The third cushion is mounted on the frame and covered with a stiff plastic shell. I don't recall that the headgear and frame were wrapped.

I hope your new mask works out well for you, Swim_Bike_Run! Contact cpap.com if the cushions and headgear don't look new. They'll make it right.

[Mary Z]

I just bought one and one of the cushions was on the frame with the stiff plastic cover in place. SOund new to me.
Mary Z.

[Mary Z]

Swim-Bike-Run, your mask may well have been used to show someone what it looked like. My DME frequently came by with new masks that were in opened packages.
If you're not sure about it, or unhappy- I would call them and request a replacement sealed in plastic. No telling if they might have actually tried it on somebody. My DME had a habit of putting it on himself, which I really didn't care for, but I was too timid to complain. No more, a new mask should be sealed to guarantee it's new.
Mary Z.

[sleepycarol]

Where did you purchase the mask at? Was it from a DME or cpap.com? You have said you have purchased other masks from them in the past.

When I have gotten the 431, mine has had the one seal in place with a "hard" plastic shell and then the other seals were sealed in plastic.

But the one I did receive from the DME originally came as you picture indicates since the DME doesn't give you the extra seals and I assume since they "are going to try it on your face" the box was opened in the back -- but like Mary I didn't ask questions since I was so new when I picked this mask up at the beginning of treatment.

[Nord]

Any F & P that I have bought only came with 1 cushion and it was mounted on the frame and covered by hard plastic removable cover.
The Headgear was lying inside the cardboard box w/o any plastic. I guess they are enviro friendly...

They are also manufactured and packaged in NZ...

I believe, based on what you've said, it is new and will have a new plasticky smell...
Cpap.com likely looked inside to check contents before shipping.

Nord

[PetrusKy]

Your mask should be in plastic with a hard shell protector fastened on to the cushion. I don't see plastic or hard shell. I'd say it's Used or Demo, not New.

[DreamOn]

Where did you purchase the mask at? Was it from a DME or cpap.com? You have said you have purchased other masks from them in the past.

In the title of this thread, the OP does state that he got the mask from cpap.com. I'm confident that they wouldn't intentionally sell a used mask, and they'll make it right if it isn't new.

[Roman Hokie]

If it IS from cpap.com, then the folks there will try to make it right. I hear stellar things about their CSAs.

Maybe Johnny's hooked into the Echelon system and knows when we say his name. Johnny, can you help this new customer out?

Hey, it was worth a try.

If you didn't get it from cpap.com return it to your DME and purchase from cpap.com. Shameless plug made unneccessary by exemplary customer service.

[Swim_Bike_Run]

It was definitely bought from CPAP.com. I emailed them and here is there response. I have to say, it sounds a little fishy, which is surprising, as I have always been pleased with my purchases from them in the past. I asked about the mask and the packaging and here is what they said:

Greetings,

This is how the manufacturer, Fisher & Paykel package their masks. We
do not alter the manufacturer's packaging. All of their masks are
boxed in this manner. If you feel it is used, you may send it back,
however, none of their masks come sealed and we do not sell used
products.

What do you think?

Thanks in advance -

Brian

[Nord]

Nothing sounds "fishy" to me... as I said... that's how all the F & P's that I've seen come... but

Since they have great Customer Service and said return it... maybe you should to ease your mind.
I'm sure you have other things to worry about.

[Swim_Bike_Run]

You are definitely right about that. 6 months on CPAP with little or no improvement with my fatigue levels are more worrisome than the mask packaging. I am hoping the FMM makes me feel better. My #'s were already low (AHI of 2.5 or lower per night with minimal leaks) with my nasal mask so I am not sure how much better the FFM can help my AHI but the lower #'s do not correlate to feeling very good. With me at least. We'll see-

Thanks for all the input.

Brian

[johnnygoodman]

Howdy,

To echo the CPAP.com CSR reply, everything we sell is brand new. If the mask you have is or may be used, send it back and we'll make it right. The way we get it in from the manufacturer is the way we send it out to you.

We ran into the warehouse and had a photo shoot to try and figure this out. Here's what we know:

The HC431 comes with multiple cushions. The medium has a plastic shield and small and large cushions come in sealed plastic. Here's a picture: http://grab.by/5d7G

The HC432 does not come with multiple cushions. Which ever single size you order comes with a plastic shield. The plastic shield comes off VERY easily but should have been in the box if not on the mask. I can't tell from your picture if the shield is on or not. Here's what it should look like: http://grab.by/5d7H

Please let me know if your HC432 is "shielded". You can email cpap@cpap.com with next steps at your option.

Johnny

[Roman Hokie]

Okay, Johnny. Did someone PM you or are you really hooked into Echelon?

That's just creepy.

[Swim_Bike_Run]

Thanks Johnny..that was great to know.

Brian