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Permalink Reply by RockRpsgt on December 26, 2009 at 2:40pm

1800cpap.com is a good one. Tell them that Rocky sent ya.

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Permalink Reply by Jan on December 26, 2009 at 4:38pm

Interesting that you say you have unlimited tries within the 30 days. My DME told me that I could return the mask I was using and get one other one within 30 days. When I tried to negotiate with them about unlimited tries within 30 days they refused and said that they could only do one.

I was also told by this DME that they had a very high compliance rate because they actively reached out to clients to check and see how they are doing. Have not heard from them once. I guess I became too high maintenance when I insisted that they give me the specific machine my doctor had prescribed and not a lower end alternative ;-)

j n k said:

CPAP.com offers "mask insurance." You pay extra for the mask so you can return it if it doesn't work for you.

However, a good brick-and-mortar DME (never been to one, but I hear they exist) will let you know that you always have 30 days to let them help you make a mask work--since if they can't make it work for you, they can return the mask to the manufacturer for full refund credit from the manufacturer. That means you should be able to try as many masks as you want without extra cost to you or your insurance company, as long as you are doing so in good faith and are really trying hard to make each one work.

Hope that helps.

jeff

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Permalink Reply by Jan on December 26, 2009 at 5:23pm

What you described is what I understood the general policies were. My DME made it quite clear that I could get one exchange within 30 days. When I pressed on about how silly a policy that was given how important a comfortable mask was...that my insurance company was paying on a monthly basis...that it would behoove them to make sure that I had a mask that fit properly. They "conceded" that they would give me two mask exchanges if that became necessary. Luckily, I found a mask that seems to work on the first try.

j n k said:

The way I understand it to work is that (1) the DME gives you one mask, (2) you and the DME work together to do everything possible within the next 30 days to make that one mask work, (3) if you both agree that it is not the mask for you, the DME notifies the manufacturer that their mask failed to meet your needs, then (4) the manufacturer sends the DME a replacement mask of the same type so that the DME is not "out" a mask. At that point you try another mask and get 30 days to make that one work. Process continues until a reasonably good fit is found between you and the mask, as judged by the DME.

So it isn't a matter of getting 30 days to try every mask in the store. It is a matter of your being able to turn one mask in within the 30 days and starting over with trying to make the next mask work for the next 30 days.

The problem that can arise, though, is when you and your DME differ on the definition of "success." Your definition may be "mask of my dreams." Their definition may be "mask that stays below machine's allowable leak rate when the RT cinches the heck out of the straps while the patient is sitting up in a chair at the mask showroom." :-)

As for high-maintenance, all things worthwhile take work--therapies and relationships both, I say. But your DME likely has you already pegged as someone who will be "compliant," since you have shown from the beginning how seriously you are taking your PAP therapy.

jeff

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Permalink Reply by sleepycarol on December 26, 2009 at 6:35pm

Jeff I bet very few would offer such a generous exchange. I know my DME never told me I could do an exchange, and so as such never tried. Most of the DME's seem to want to give you minimal assistance (at least around here) and increase their profit margin by giving as little as possible.

It would be great if some that have had the kind of relationship you describe, post about them.

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Permalink Reply by Jan on December 26, 2009 at 9:15pm

It seems that though the policy is in place on the part of the manufacturers, that some/many (?) of the DME's don't want to bother. It is amazing to me because a compliant Pap user is going to provide an ongoing source of revenue to the DME with increasingly less assistance required. ie. once you have a mask you like and you know (or DME should remind you) that you can get a new one every six months, they get that revenue with very little additional effort.

For people who are knowledgeable and reasonably set with their therapy, if a relationship was not developed with a local DME, that person can/will easily migrate over to internet purchases. I'm only about 2 months into the therapy and have already purchased back up masks, hoses, hose covers, software, readers, and assorted doo dads for my bipap therapy.

j n k said:

Here is an explanation from the beloved CrohnieToo in a recent post (12-17-09) at another board:

" . . . Keep in mind, however, that a good local DME supplier has a lenient mask exchange policy for new CPAP patients - AND - Fisher & Paykel, Resmed and Respironics will replace FREE to the DME provider most all of their mask models that patients have tried and been unsuccessful with IF the provider will fill out a form and return form and mask to the manufacturer W/IN 30 DAYS. . . ."

http://www.apneasupport.org/post-154055.html

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Permalink Reply by Brian Katzung on January 1, 2010 at 4:08pm

Since this thread seems to have been pretty well hijacked into a "DME experience" thread, I will add my positive DME experience.

My DME is also my sleep specialist and sleep lab. I don't want to put them on the spot by posting a specific number, but they were patient, helpful, and not at all hostile while I searched for not one but two masks that would work for me (a nasal for primary use and a hybrid backup). Let's just say that I found quite a few that didn't work for me in the process.

Many of the staff have sleep apnea themselves, and that's probably key.

The more I read, the more I appreciate them.

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Permalink Reply by 99 on January 1, 2010 at 4:28pm

you should post this to the new site with your recommendation

Brian Katzung said:

Since this thread seems to have been pretty well hijacked into a "DME experience" thread, I will add my positive DME experience.

My DME is also my sleep specialist and sleep lab. I don't want to put them on the spot by posting a specific number, but they were patient, helpful, and not at all hostile while I searched for not one but two masks that would work for me (a nasal for primary use and a hybrid backup). Let's just say that I found quite a few that didn't work for me in the process.

Many of the staff have sleep apnea themselves, and that's probably key.

The more I read, the more I appreciate them.

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