Fisher and Paykel 432?

Artwood · Post by **Artwood** » Tue Sep 19, 2006 8:47 pm

I've heard that Fisher and Paykel has come out with a new Full Face Mask--the 432 which will replace the 431.

Does anybody know what the differences are between the two masks if any?

Hosed All Night · Post by **Hosed All Night** » Wed Sep 20, 2006 5:05 am

I use a 431 and heard F&P's new version will have an improved face seal. I still haven't seen one on the market yet so it's anyone's guess at this point.

MD727 · Post by **MD727** » Wed Sep 20, 2006 11:20 am

Here's a link to an Australian web site that has some description on it:

http://www.cpapaustralia.com.au/shoppin ... -mask.html

Sounds pretty interesting - hope that's not the price for the US market....

roster · Post by **roster** » Wed Sep 20, 2006 12:07 pm

Exchange rate: $3.05 Australian = $2.30 US.

I am sure they will consider competition when they price it for US.

MD727 · Post by **MD727** » Wed Sep 20, 2006 3:25 pm

Thought you all might find these email intresting....

Email #1

Any idea when you will be carrying the new
Fisher & Paykel 432 full face mask? Thanks,

Mark

Response to Email #1

Greetings,

Thank you for coming to us with your question!
Whenever it becomes available from the manufacturer.
It has not been released yet.

Sincerely,
Christopher
cpap.com

Email #2

I was hoping you might put forth a little more
effort here Christopher.

1. I know it's not out yet - which is I why I
sent you the message in the first place.

2. What I don't know - is when it's coming out!

Given, you work for a company which represents
itself as knowing all about CPAP equipment you
answer was both ridiculously stupid and frankly, insulting. I
suggest that in the future you simply
respond with, "I don't know - and more importantly,
I don't care"

You are what gives customer service a bad name.

Sincerely,

Mark

Response to Email #2

Greetings,

Thank you for coming to us with your question! I am
sorry you did not like the response. We do not
know when that mask will be released. The manufacturer
has not given word on it. I am sure it is pending FDA
approval. They probably do not know when it will
be released either. Rest assured, as soon as it is
available we should have it. Again, sorry for any misunderstanding,
I thought you didn't know that it
had not been released yet, and I do care.

Sincerely,
Christopher

Email #3

A little effort turned up this..

http://www.cpapaustralia.com.au/shoppin ... -mask.html

Clearly, the folks down in Australia know more about
it.

Mark

Response to E-mail #4

Greetings,

Well it would only make sense that if they are able
To sell the HC432 in Austrailia already that they would
know more about it. How could we possibly know about something that we
cannot even get our hands on or get information from the manufacturer about yet and that has not been approved by the FDA ?

Good day,

Christopher

Email #5

Just called the customer Service line at Fisher &
Paykel Healthcare (very helpful I might add) told me
the mask is not yet available in USA and that they
are expected FDA approval in the very near future
and that she speculated that it would be out in the
1st qtr of 2007. I asked if I could purchase the
mask via the internet from another country and
although she couldn't answer that officially she
replied with a simple laugh and said "well, it's a
global market out there...good luck".

All that from a simple phone call...

Next time I'll start at the source.

Mark

Response to Email #5

Greetings,

We are happy for you. Again, we cannot sell that mask
currently since it is not approved by the FDA yet and
not available in the US and First Quarter of 2007 is
just a generalization and a long way off as well. I
imagine if you want to pay $300+ and shipping charges
from Austrailia you might be able to get it. I hope it
works out for you. I imagine once we carry the mask it
will probably be between $100-135, but that is just a
guess. We currently sell the HC431 mask for $110. Best
of luck.

Sincerely,
Christopher

Linda3032 · Post by **Linda3032** » Wed Sep 20, 2006 4:59 pm

While I admire cpap.com for what it does - selling products at the best prices available and sponsoring this forum, I must add this:

All my dealings with cpap.com have been handled with courtesy and efficiency -- except one. Yes, that customer service person was Christopher. Perhaps someone at cpap.com can give him a refresher course on what "customer service" truly means.

MD727 · Post by **MD727** » Wed Sep 20, 2006 5:13 pm

ok, now that I've cooled down I'll admit I might have been a little "harsh' . But clearly I found more information about this new product in 10 min than he was even willing to. Guess, my standards are just too high...and I'm crabby cause I'm not sleeping well!!!!

Guest · Post by **Guest** » Wed Sep 20, 2006 7:11 pm

Dear MD727,

It looks to me like Mr. Christopher was patient, available and working based on the information he had. Perfect, surely not but clearly trying hard to help you.

JCraig · Post by **JCraig** » Wed Sep 20, 2006 7:13 pm

Christopher has always been short with me as well.

johnnygoodman · Post by **johnnygoodman** » Wed Sep 20, 2006 7:46 pm

Greetings From Medtrade,

I think it is good that customers hold CPAP.com to the standard of knowing absolutely everything about CPAP. We try hard to live up to this but sometimes information can get hung up in channels and our front line reps are left holding the bag. This happened here. Our F&P rep let us down on the HC432 launch and my father and I had to learn of it this afternoon at the F&P booth. They said that they just got FDA approval, which occured more quickly than expected, and so they released at Medtrade. I feel a bit like Mark though, I don't care about the troubles - tell me about the product. We grilled them on it today, and got what info we could. No pictures, a rough warehouse availability date and a sample HC432 to play with while at the booth. So, without further delay, here's what I know:

There are three players in my story:

HC432, HC431 made in the last 6 months and HC431 older than 6 months

HC432:

Unlike the HC431, it comes with a seal and a gray cushion that fits inside the seal and also attaches to the frame. Both the plastic seal and the gray cushion are sized. The HC431 came with all three sizes of seals, the HC432 will come with one seal and one cushion.

The HC432 seals will fix on HC431's made in the last 6 months but not ones previous to this. The HC432 cushions will fit only on the HC432's. I know a lot of people liked getting all three sized cushions in the shipment, but with the cushion, F&P said they couldn't afford to put 6 pastic parts in each shipment, especially when the customer ultimately would only use two of them.

The cushion inside the seal products a little firmer seal, which is a clear improvement on an already good design. This FF mask will compete very well with the resmed ultra mirage FF and the comfortfull 2. F&P, despite all the drama, does have a premium FF mask headed to market.

Release date is sometime next week, depending on when F&P gets stock from down under and turns it around to us.

HC431 made in the last 6 months:

These cushions will fit the HC432 frame.

HC431 older than 6 months:

These cushions will not fit the HC432. You are stuck with the HC431 until you upgrade.

CPAP.com reps are here to help you but they can't tell you what they don't know. They do difficult and important work very well. Chris didn't know the answer to your question and instead of trying to feed you a line or pacify you with a vague answer, he came right out and made it clear. I love that our reps are first and foremost honest with our customers, even when it is uncomfortable. I think that is a sign of respect and an absolute imperative to build trust. He was put in a no win position because my father and I dropped the ball getting the necessary info to him. All I can say is that our F&P rep's boss will be hearing from us. Woe unto him.

Johnny

_________________

CPAPopedia Keywords Contained In This Post (Click For Definition): resmed, mirage, cpap.com, HC431, CPAP, seal

MD727 · Post by **MD727** » Wed Sep 20, 2006 8:06 pm

Johnny - now that's customer service - and I truly appreciate you're honesty and candor. As I stated earlier, I jumped down Christopher's throat a bit quickly and for that I apologize. Now, I have contacted Australia about having them send me a mask and as of this post, I have not gotten a response. So, how can I get this new mask from cpap.com as quickly as possible? I'm am using the 431 today - and while it works well it is leaving me with some pretty serious face marks in the morning. I'm certian this is why they have re-invented this mask. I would be more than happy to test it it for your company and provide feedback to all who are interested. Please PM me if I can in anyway get one ASAP - cost is not an issue. Again, thank you for your response - it re-newed may faith that your company does care about all of us out here struggling with this problem. Sincerely, Mark

_________________

CPAPopedia Keywords Contained In This Post (Click For Definition): cpap.com

Artwood · Post by **Artwood** » Wed Sep 20, 2006 8:36 pm

The 431 works for me but only seals all the time if I have it tight enough to cause minor marks. I'm looking forward to the 432 but my advice to everyone is not to totally chunk their old 431s--just because a mask is supposedly improved and even if it is improved for most people--that doesn't necessarily mean that it will be improved for you!

MD727 · Post by **MD727** » Wed Sep 20, 2006 8:41 pm

good point Artwood - I'm just hoping this new mask will "be the one". If not, I'll just keep dealing with the facial redness the 431 leaves me with. But to your point, I won't be so quick to "throw out the baby with the bathwater"

nomad · Post by **nomad** » Wed Sep 20, 2006 8:47 pm

Just a little something I found...

http://www.fda.gov/cdrh/pdf6/K061236.pdf

MD727 · Post by **MD727** » Wed Sep 20, 2006 8:57 pm

Thanks nomad - I love the internet. It's all out there, you just have to find it...good job!

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