DME extra charge for mask upgrade

Pugsy wrote: I do have a DME question for you though. I get a piece of paper that says I can get a "new mask" every 90 days and new headgear and mask every 180 days. How can I get a new "mask" without new head gear? Are they talking about just the mask interface minus the Swift LT for her blue headgear?? I am assuming at 6 months I can get a new mask of my choice, completely different if I wish. Just wondering what the 90 "mask" is? Not that I need or want to abuse things, I was just wondering... My insurance follows Medicare guidelines to the tee.

Ha! Yeah, I've seen a few policies like that and we've always thought that was amazingly stupid. I'd have to see the verbage to be sure but my guess would be that you are spot on and it's for the interface only. Sometimes I've been able to pin it down to that.

Funny story though is that I've actually called a company before (Travellers) about that very thing when it wasn't clear at all. I got 2 different answers from 2 different people at 2 different times. And these were the high level "medical review" people. I'd laugh over it, but unfortunately even if they aren't sure how to interpret it the provider is still legally liable for it if they get it wrong!

mattman wrote:lol!

I just saw my post as it looks on the forum page.

Holy crap that's a long post!

Keep the faith. Lord knows that we really need you-our good DMEs! I am more then willing to "save the music" but, many of us need that "free" 30 day trial dance to find a "patient interface" that actually works. PLEASE consider this need as legitimate and do not just "dismiss it off hand" in the name of profit!"

We all (at least most of us lowly users) understand that you have to make a profit but, the real bottom line is that the therapy has to work for us (the users of XPAP) or we will likely just give up and that is very bad for all of us!

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I didn't read Matt's novel - sorry but life's too short

Builta makes the point I was trying to make - IF this DME won't allow the mask exchange to a new customer, then what good is he and why give him your money, any of it?

builta wrote:Oh give me a break. A successful DME knows the routine. .... By the time all these are paid for they have made more then enough to pay the "actual cost" of the product that they "sell to us." It is a dance and and DMEs knows all the steps!

It is much less expensive to purchase the mask directly from an on line e-tailer (like cpap.com), or find a deal on cpapauction.com. The advantage that the local DME (i.e. brick and mortar retailer) offers us is the ability to "trial" different masks offering the 30 day manufacturer's "grace period." They get their money back!

The one and ONLY time anyone from my DME has EVER come to my house was a few days ago, when they brought me an oxygen concentrator. I've been on therapy (and with this DME) since November of 2007. Their office is an hour's drive each way for me, and I made the trip several times for all of my necessary supplies (even the HEPA filters, which could've been sent in a regular envelope for 40-some cents.

A few months ago, they implemented a call-in system for reordering of the usual supplies (filters, hoses, etc.), which are shipped to my house. That's a bonus. Otherwise, it's a major ordeal if I want to order a different mask than the one I've been using (i.e., my request to switch to the Swift LT from the Swift II last December). I had to call the DME's Area Manager to get it done, and even HE gave me a hard time about it. It shouldn't have to be such a difficult process...

I appreciate your POV, mattman, but I question your assessment that the vast majority of DMEs are trying to do right by their patients. Maybe the patients who do what they're told, never question anything, and never learn anything about this therapy and how to make it work well are happy to go merrily along in their ignorance, thinking that their DME is awesome (and maybe their DME is awesome), but I find that I know a heckuva lot more about my therapy needs (and the equipment I use) than my DME does. I've also been lied to. I don't know whether it was a product of outright ignorance or a malicious nature, but I really don't appreciate that kind of "customer service."

If I had a choice in the matter, I'd look for another DME. Alas, I don't.

GumbyCT wrote:I didn't read Matt's novel - sorry but life's too short

Builta makes the point I was trying to make - IF this DME won't allow the mask exchange to a new customer, then what good is he and why give him your money, any of it?

builta wrote:Oh give me a break. A successful DME knows the routine. .... By the time all these are paid for they have made more then enough to pay the "actual cost" of the product that they "sell to us." It is a dance and and DMEs knows all the steps!

It is much less expensive to purchase the mask directly from an on line e-tailer (like cpap.com), or find a deal on cpapauction.com. The advantage that the local DME (i.e. brick and mortar retailer) offers us is the ability to "trial" different masks offering the 30 day manufacturer's "grace period." They get their money back!

While I appreciate that life it too short and you don't want to read it... and that's cool and all... if you aren't going to take the time to see someone else's point of view I would respectfully suggest that it makes any comment you offer on the issue of using an online retailer versus a DME rather pointless and invalid.

Would you agree?

mattman wrote:

GumbyCT wrote:I didn't read Matt's novel - sorry but life's too short

Builta makes the point I was trying to make - IF this DME won't allow the mask exchange to a new customer, then what good is he and why give him your money, any of it?

builta wrote:Oh give me a break. A successful DME knows the routine. .... By the time all these are paid for they have made more then enough to pay the "actual cost" of the product that they "sell to us." It is a dance and and DMEs knows all the steps!

It is much less expensive to purchase the mask directly from an on line e-tailer (like cpap.com), or find a deal on cpapauction.com. The advantage that the local DME (i.e. brick and mortar retailer) offers us is the ability to "trial" different masks offering the 30 day manufacturer's "grace period." They get their money back!

While I appreciate that life it too short and you don't want to read it... and that's cool and all... if you aren't going to take the time to see someone else's point of view I would respectfully suggest that it makes any comment you offer on the issue of using an online retailer versus a DME rather pointless and invalid.

Would you agree?

No

BleepingBeauty wrote:The one and ONLY time anyone from my DME has EVER come to my house was a few days ago, when they brought me an oxygen concentrator. I've been on therapy (and with this DME) since November of 2007. Their office is an hour's drive each way for me, and I made the trip several times for all of my necessary supplies (even the HEPA filters, which could've been sent in a regular envelope for 40-some cents.

A few months ago, they implemented a call-in system for reordering of the usual supplies (filters, hoses, etc.), which are shipped to my house. That's a bonus. Otherwise, it's a major ordeal if I want to order a different mask than the one I've been using (i.e., my request to switch to the Swift LT from the Swift II last December). I had to call the DME's Area Manager to get it done, and even HE gave me a hard time about it. It shouldn't have to be such a difficult process...

I appreciate your POV, mattman, but I question your assessment that the vast majority of DMEs are trying to do right by their patients. Maybe the patients who do what they're told, never question anything, and never learn anything about this therapy and how to make it work well are happy to go merrily along in their ignorance, thinking that their DME is awesome (and maybe their DME is awesome), but I find that I know a heckuva lot more about my therapy needs (and the equipment I use) than my DME does. I've also been lied to. I don't know whether it was a product of outright ignorance or a malicious nature, but I really don't appreciate that kind of "customer service."

If I had a choice in the matter, I'd look for another DME. Alas, I don't.

That's crappy service. I can't believe they wouldn't ship supplies to your house and that you had to come get them during that time up to a few months ago!! That's ridiculous. Did you ask them to ship them or did the subject never come up?

I tend to always be an optomist (You kind of have to be when all you do all day is deal with dying people!) so I'd like to think any incorrect information between the two of you was an honest mistake but obviously I can never know.

All I can really say is that it's a damn shame you didn't get the service you need and I certainly would wish it otherwise!!

I do still stand by my assesment that most are decent. I base that on either working directly with maybe a couple hundred companies throughout the US (And even some beyond) and also through speaking with patients of an equal number and only a very few had the kinds of stories you read about here.

I do think an internet message board is going to by nature have a dramatically larger percentage of unhappy people simply because if a patient was perfectly happy and knew all they wanted to know already they wouldn't come looking for answers elsewhere!

But then again, like I said, I'm an optomist and I sincerely go around looking for the good in people rather than dwell on negatives. Silly and naive maybe but it's kept me happy enough so far!

mattman

builta wrote:

mattman wrote:[if you aren't going to take the time to see someone else's point of view I would respectfully suggest that it makes any comment you offer on the issue of using an online retailer versus a DME rather pointless and invalid.

Would you agree?

No

Really? How can anyone have a real conversation about something if one or the other doesn't or won't get all the facts? Doesn't that kind of make it pointless?

Totally off topic but Builta, I really like your picture! What's it from?

mattman wrote:

BleepingBeauty wrote:The one and ONLY time anyone from my DME has EVER come to my house was a few days ago, when they brought me an oxygen concentrator. I've been on therapy (and with this DME) since November of 2007. Their office is an hour's drive each way for me, and I made the trip several times for all of my necessary supplies (even the HEPA filters, which could've been sent in a regular envelope for 40-some cents.

A few months ago, they implemented a call-in system for reordering of the usual supplies (filters, hoses, etc.), which are shipped to my house. That's a bonus. Otherwise, it's a major ordeal if I want to order a different mask than the one I've been using (i.e., my request to switch to the Swift LT from the Swift II last December). I had to call the DME's Area Manager to get it done, and even HE gave me a hard time about it. It shouldn't have to be such a difficult process...

I appreciate your POV, mattman, but I question your assessment that the vast majority of DMEs are trying to do right by their patients. Maybe the patients who do what they're told, never question anything, and never learn anything about this therapy and how to make it work well are happy to go merrily along in their ignorance, thinking that their DME is awesome (and maybe their DME is awesome), but I find that I know a heckuva lot more about my therapy needs (and the equipment I use) than my DME does. I've also been lied to. I don't know whether it was a product of outright ignorance or a malicious nature, but I really don't appreciate that kind of "customer service."

If I had a choice in the matter, I'd look for another DME. Alas, I don't.

That's crappy service. I can't believe they wouldn't ship supplies to your house and that you had to come get them during that time up to a few months ago!! That's ridiculous. Did you ask them to ship them or did the subject never come up?

I tend to always be an optomist (You kind of have to be when all you do all day is deal with dying people!) so I'd like to think any incorrect information between the two of you was an honest mistake but obviously I can never know.

All I can really say is that it's a damn shame you didn't get the service you need and I certainly would wish it otherwise!!

I do still stand by my assesment that most are decent. I base that on either working directly with maybe a couple hundred companies throughout the US (And even some beyond) and also through speaking with patients of an equal number and only a very few had the kinds of stories you read about here.

I do think an internet message board is going to by nature have a dramatically larger percentage of unhappy people simply because if a patient was perfectly happy and knew all they wanted to know already they wouldn't come looking for answers elsewhere!

But then again, like I said, I'm an optomist and I sincerely go around looking for the good in people rather than dwell on negatives. Silly and naive maybe but it's kept me happy enough so far!

mattman

Spread that "Optomist" virus to others. Keep the faith!

Matt when you get looong wiiiinded you loose your audience. I was honest about
Plus I was talking to the OP not you and didn't want to get side tracked, Thats all.

mattman wrote:That's crappy service. I can't believe they wouldn't ship supplies to your house and that you had to come get them during that time up to a few months ago!! That's ridiculous.

Tell me about it!

Did you ask them to ship them or did the subject never come up?

I did. It did. They didn't.

I tend to always be an optomist (You kind of have to be when all you do all day is deal with dying people!) so I'd like to think any incorrect information between the two of you was an honest mistake but obviously I can never know.

I appreciate that. I used to be an optimist, too. But I've seen and heard too much and am now far more cynical and realistic. It's unfortunate, but experience will do that to a person.

All I can really say is that it's a damn shame you didn't get the service you need and I certainly would wish it otherwise!!

Thanks. I appreciate that, too. To be fair, their supply policy has improved, since I can call in when I need things on the timed replacement schedule and have them shipped. Still wish they'd be more cooperative when it comes to getting something important, like a new mask.

I do still stand by my assesment that most are decent. I base that on either working directly with maybe a couple hundred companies throughout the US (And even some beyond) and also through speaking with patients of an equal number and only a very few had the kinds of stories you read about here.

I do think an internet message board is going to by nature have a dramatically larger percentage of unhappy people simply because if a patient was perfectly happy and knew all they wanted to know already they wouldn't come looking for answers elsewhere!

That's a given. If I'd been happy with my doctor and my DME, I would never have gone looking for help elsewhere. But I thank God every day that I found this forum. And I'm willing to bet thousands of other people do, too. We're all here for a reason, and that says a lot about the sleep medicine-insurance-DME system.

But then again, like I said, I'm an optomist and I sincerely go around looking for the good in people rather than dwell on negatives. Silly and naive maybe but it's kept me happy enough so far!

mattman

I'm guessing you're a lot younger than I am. Keep that optimism alive for as long as you can, matt.

mattman wrote:Totally off topic but Builta, I really like your picture! What's it from?

Hi Mattman,

It's from an "illegal alien" convention in California--of course.

You know, I always "feel" strange and alien when I put on my mask.

belrad wrote: I was told that I should be able to exchange mask without any problem in 30 days...

I'd originally thought this was what you were talking about with the "upgrade fee", since most legitimate DMEs will offer one below cost or free mask exchange in the first month. It does cost the DME money since they can't legitimately resell the mask, so that wouldn't have been unreasonable especially if you're keeping your old mask.

However, what you're describing sounds like something else entirely.

One very important question: was the $150 "upgrade fee" for your machine based on a model you were given initially as well and decided that you didn't like, or was that to get a "better" model up front?

If the DME processes the paperwork to the mask manufacturer there is NO Charge to the DME during this 30 day period. It is the mask makers program NOT the DME's.

If this DME's refuses to honor this type of program for a newbie, they are not someone I would care to do business with.