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Resmed ladies told me to wash the headgear in "washing-up liquid" to prevent oil build-up and declared Fairy Liquid to be OK.
In my opinion, the problem with the headgear is that the stretch material is not robust enough to resist deformation and that the velcro is too small and has the 'easy lift' tip which permits curling. I have suggested to them that the headgear should be of the same material and same velcro as the Quattro headgear.
However, I've kinda given up on the campaign because I use a Quattro headgear on a Quattro FX and it works perfectly. On a large FX I have to use a medium Quattro headgear - I see that might be a problem with your small FX.
I have had a phone call from Resmed, and after some lengthy discussion the problem has been resolved, they will on this occasion send me a replacement.
I am on the list for trialling new face masks as well, and if ever I go near Abingdon I will go for a fitting, although this is unlikely to happen in the near future.
I have been told that the washing up liquid I am using is perfectly acceptable for washing headgear
They did say there is still not enough feedback to get HO to alter design, so come on anyone else with problems let them know.
So I'm happy for the moment, thank you ResMed
That's good to hear. I did ask Resmed if they would send me an FX to trial, but they never got back to me, which is a shame as I would have liked to participate in this discussion and I could have helped others too. I'm loathe to buy one without trying one first. I would personally, and do, wash my headgear in hand washing detergent for clothes, not for pots.
Pippa Gore said:
I have had a phone call from Resmed, and after some lengthy discussion the problem has been resolved, they will on this occasion send me a replacement.
I am on the list for trialling new face masks as well, and if ever I go near Abingdon I will go for a fitting, although this is unlikely to happen in the near future.
I have been told that the washing up liquid I am using is perfectly acceptable for washing headgear
They did say there is still not enough feedback to get HO to alter design, so come on anyone else with problems let them know.
So I'm happy for the moment, thank you ResMed
Hi Pippa,
I don't know where that reply box went so if there is an empty reply you will know that it was me being daft! I'm pleased Resmed did the right thing by you in the end. I expect that the person you spoke to who refused to help you was being a bit of a jobsworth and that the company would really want to do the right thing. Maybe they were concerned about bad publicity. Which ever it was, it has been a reasonable result for you thank goodness.
I can see that you need to wash your headgear more often than I do. I told my hospital last year that I liked adjusting headgear and they gave me three different (extra) sets of headgear to play around with. It is very sensible to wait to adjust the equipment yourself though as they would probably say that they would refuse to maintain a guarantee if you altered it - rather like having your car serviced somewhere other than at a recognised dealership! Mind you, if the warranty only lasts for 90 days we don't stand much of a chance!
It's a shame they make it so hard for us and charge so much for this equipment. If we wait for the hospital to supply everything we wouldn't necessarily get sufficient help. It's great that they will allow you test stuff in the future though. It pays to complain out loud. Good on you. I hope you find other users to complain about the design to the makers. This isn't a mask I use or I'd follow your lead. You are a great example to others.
Best wishes, Rosemary
Thanks Rosemary, I'm relatively pleased with the outcome, but I will mark 80 days on my calendar so that I can return replacement if required, I'm not going to get caught by the 90 day rule again :)
I was pleased that Resmed took the time to phone me for a chat though, that is good customer service!
Hi Pippa
Pleased you got a result. It sounds like the headgear just isn't fit for purpose so if the company hadn't resolved the situation you could have called consumer direct who would have called in trading standards and most companies don't want that. I can understand why they don't want to alter a design when only a couple of people are reporting problems but maybe posting the companies contact details along with the headgear problem on any OSA forums may get a much better response.
Well done to Resmed
for getting back to you and resolving this although it should have been sorted in the first instance.
Julie
Pippa Gore said:
Thanks Rosemary, I'm relatively pleased with the outcome, but I will mark 80 days on my calendar so that I can return replacement if required, I'm not going to get caught by the 90 day rule again :)
I was pleased that Resmed took the time to phone me for a chat though, that is good customer service!
I have been given a Quattro FX by my clinic to try out but so far haven't had a successful nights sleep with it. Had to get back out of bed and get the old faithful mirage quattro back out but I am going to persevere as the FX is more comfortable. I'm having massive leakage at the bridge of my nose and struggling to stop it but will have a play and will also try swapping the head gear as suggested by Rock although the company don't advise it they don't have to use the masks.
The clinic gave me both the mirage and FX so that if the FX was unsuccessful I would have the mirage to fall back on which was just as well. Aparently the costs of the masks are taken from budget within your own local area and not directly from the hospital, mind you that is in Scotland, don't know about any other parts of the UK.
Regards
Julie
Hi Pippa, Watched umpteen videos on how to fit the FX and trip the swing and drop but still struggling with leakage. Maybe need to be a little tighter on the head gear or try other headgear but struggle with the sleep deprivation if it doesn't work and I have to revert back to the mirage quattro. Think I'll try it during the day at the weekend to see if I can perfect it.
Up here we get two head gears and two cushions per year but I don't think they are counting. I just phone the clinic up and they send them out. They did say that the sleep apnoea clinic had the biggest budget in the hospital so not sure whether their budget will be cut.
Hi Julie, keep trying, I'm sure it will be worth it. Good idea about trying during the day over the weekend, no pressure then and you can see what you're doing too.
I think our sleep clinic used to be like your yours, but Somerset have major budget cuts and have made this sweeping decision to issue one of everything, and that's it!
Hope you have more success with the mask :)
Hi Pippa, thanks for the encouragement. It seems comfy enough but it always takes some adjusting just to get it right so maybe I can have an hour's sleep in the afternoon for a change:)
Sorry to hear that your clinic has cut back, not sure what will happen with ours and the lady at the clinic didn't know either.
Will drop a note on the forum once I get to grips with this mask.
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