venting some frustration about my medical supply company

Hey all,

Since I am having trouble with leak issues and so forth and I am only about 2.5 weeks into cpap I decided to call my medical supply company to see if I can exchange the quiet comfort II FF mask with a different one and if I would be able to request one. The girl there that I have been dealing with says that I can exchange masks 1 time. I asked if I could try the res med quattro fx. She said that there is no fx. I said that there was and she proceeded to tell me that there was no fx and mentioned another resmed mask but i don't remember which one. Anyway I know this mask exists and thats the one I want to try. This equipment stuff is hard enough to get used to ordering it shouldn't be. Anyway, I tried to call back no one picks up. I left a message but waiting on a call back.

ok back to work.

You're singing to the choir! Most of us here have run into problems such as this and even much worse.

The Quattro FX has only recently become available in the US and the person you talked to may well NOT be aware of its existance so you might want to tactfully inform her and suggest she contact Resmed or her supplier.

A diplomatic hint that you might find it necessary to mention their lack of response to your sleep doctor and insurance might get a little more of their attention. Good luck.

There is no such thing as a one time exchange rule with the mask manufacturers. It's your DME being a snot. Unfortunately, the Quattro FX is brand new to the market so it may not be that easy to get at the moment.

In any case, next time you call, ask for the manager. Politely explain that the mask is not working for you and you want to be able to use your CPAP. Explain that you would like help finding and fitting a good mask, and if you get it, you are willing to continue ordering your supplies from that company, but otherwise there are other companies out there.

I think there's a good profit margin on the machines, but the other thing these DME's should think about is that if you get good customer service they get your repeat business for the REST OF YOUR LIFE for masks and supplies. Once you settle on the right mask for yourself, then they have a lifetime customer. So make sure you let the manager know you will RUN to another DME if they can't be helpful in this crucial, early stage.

Just first make sure that your insurance company IS contracted w/other local DME providers so that you DO have that option.

Good point, Slinky!

Don't cut off your nose (hose?) to spite your face.

Right on, JanKnitz!!

the quattro fx is in control market release areas only at this time.

I asked my new DME to notify me as soon as they can get me a Quattro FX; and that I'm waiting for that mask.
Gotta meet the deductible--or I'd have one ordered already.