[Equipment] Simplus headgear

[Peter_C]

I think I am screwed~!

I bought my 'Simplus' mask and headgear on 12/19/2013. Last night I noticed that the lower left strap has torn right on a 'seam'. Which renders it un-useable.

It's not "wear and tear" as it failed on the seam, but it appears there is no longer any warranty. And $40-$50 bucks for new headgear is painful.

Yes, I robbed headgear from another mask for the time being, but any thoughts or ideas I may not have considered?

[PaytonA]

Have you talked to F&P about it? If not you should. They might do something about it and at the very least they should be made aware of the problem.

Just my thoughts.

PaytonA

[Bama Rambler]

This soon out of warranty, I'd definitely contact them. They may warranty it and even if they say no, you're no worse off than you are now.

[Peter_C]

I did call vendor #1, and they use the 'ship date', and only offer 90 days, not one day more. I've not found a good number for F&P customer service, so no call to them.

The surprising thing to me, is in all these years, I've never had a headgear fail. Old, stretchy, velcro slowly dying - yes to all that, but there is some headgear that I've used for least 2-3yrs~! Granted, I only hand-wash it when I do, but this headgear has never even been washed (short hair, shower at night).

This has a strong inner structure, with fabric over it, and right at the seam, the inner structure has pulled out, yet the fabric is still holding. Dunno if poorly made, or what. Replacement headgear is $24.95 plus shipping - bleh...

[Bama Rambler]

It's on their website, you just have to look for it. 1800 446 3908

[Peter_C]

It's on their website, you just have to look for it. 1800 446 3908

Thanks - I got the following quoted to me from their website:

Fisher & Paykel Healthcare warrants that Fisher & Paykel Healthcare masks (excluding foams and material diffusers), when used in accordance with the instructions for use, shall be free from defects in workmanship and materials and will perform in accordance with Fisher & Paykel Healthcare’s official published product specifications for a period of 90 days from the date of purchase by the end user.

LOL - today is the 93rd day, lost two days over the weekend, and four days in shipping. No one cares...

[Nozzelnut]

I can't remember which CPAP forum I read it on; but I heard the headgear issue is a know problem and was one of the reasons it took a while for it to make it to the consumer market here in the states.

Ask if you can send it to them for an evaluation. If it's in the same place as all the other failures, they should do the right thing.

They did replace mine under warranty when it failed back in Feb; I think I ordered it 12/4/13.

[Peter_C]

The person I spoke to showed a fair lack of interest. So I followed it up with an email (no reply as of yet). All I know is stuff made by humans can fail, but this is my first defective headgear, ever.

[Peter_C]

UPDATE~!!

I just got a reply email from F&P, it reads as follows:

Hello,

Thank you for contacting Fisher & Paykel Healthcare. I apologize for any inconvenience this has caused you. We can go ahead and still honor the warranty for the Simplus headgear. However, we do have to go through a homecare provider in order to do replacements as we cannot ship directly to users. Please let [DME website link removed by Admin] know that you have spoken to us and they can contact us for a replacement.

Kind Regards,

***** *******
Quality & Regulatory Specialist

Fisher & Paykel Healthcare, Inc
15365 Barranca Parkway
Irvine, California 92618
Office: (800) 792-3912 Ext: 1410

So, following up with an email (no ranting, just asking) helped Surprised me~!

[PaytonA]

Cool!!!