I picked up my nose mask today. I was unable to change the setting on the CPAP machine from “full face mask” to “nose mask” because this change is made online, & I was unable to create an account on ResMed (maybe their server was having issues?). While I considered destroying the machine in a fit of rage, I settled on sending an email to the Support Team.
I will use the nose mask tonight, even though the machine is still set to “full face” mask. I need to log the time for my DOT compliance.
I have high hopes for the combination of:
(1) CPAP therapy,
(2) weight loss and proper nutrition,
(3) stress reduction (!!!!!) which should include marriage counseling,
(4) exercise,
(5) a lot more sleep (I am very addicted to YouTube on my phone, in bed, until late into the evening),
(6) breathing exercises, and
(7) adequate hydration and electrolytes
Adequate sleep, hydration, exercise, stress management, breathing, exercise and proper nutrition are the Big 7, right?
Your experience with lack of support from Kaiser matches mine. They have one thing in mind - sell hardware. Customers are a nuisance and they dodge communicating with them except to push sale of equipment.
They pushed me into getting a new CPAP machine using a phone call. The purchase was structured so I was the one who contacted their vendor, Apria. Kaiser was supposed to spec the machine just like the old one, but apparently didn't do it, so Apria sent a mask with the machine, instead of the nose piece, because that was the standard configuration. Kaiser at first tried to dodge responsibility, then finally helped me straighten it out. Apria is absolutely unethical, and double-billed me the copay. My wife paid the second billing, but fortunately used a credit card so we were able to get the money back.
Get everything, and I mean EVERYTHING in writing from Kaiser Sleep. When there is a problem, the people answering the phone use a script trying to get you to accept responsibility for what was done. Once I figured that out, it was interesting dealing with them, kind of like a sneaky lawyer trying to trick a witness to say something to weaken their testimony.
They told me in the phone that my Apnea was now worse, and needed a new, improved machine. Then they told me they no longer supply the machine themselves, but would give me a referral to Apria, and sent me a form to fill out and email to Apria. It turns out that this was just a sales gimmick and meant to create a paper trail to make me look like I decided to buy the machine without any input from Kaiser. I am in the process of making Kaiser produce the referral paperwork, including the diagnosis update for my Apnea. They are stonewalling, and I believe there is no diagnosis.
Your experience with being unable to create an account with ResMed is explained by the fact that Kaiser puts itself between you and ResMed. This makes warranty and problem-solving very difficult. It also creates a system where Kaiser, Apria, and Phillips (ResMed), or other manufacturer can all avoid responsibility by pointing fingers at each other. I'm experiencing this in dealing with Phillips and Kaiser on getting a recalled machine replaced. Phillips insists that the machine be programmed before sending it to me, and Kaiser says I have to receive it before they will program it!
Another trick Kaiser uses is to send emails that do not allow responses, so you have to fight your way through the phone tree to get to someone who will talk to you, but never to someone with responsibility. Then you get one of the emails that do not address the problem, but no way to respond.
After my experience, I see Kaiser Sleep Medicine as a "boiler room" sales organization. Kind of like buying a condo time-share based on a phone call.
All this is my view of my experience. I hope your experience is better.