Resmed Quattro FX - Rave! Rave! Rave!

[Tigers Fan]

The Q FX remains my favourite mask of all time.

Resmed tell me that there has been insufficient negative feedback about the headgear to warrant them doing anything. However, the Quattro headgear works absolutely fine with the Q FX - just you need a size smaller than you usually take, is my experience.

A Quattro FX with a Quattro headgear a size smaller than the mask and it's good sleep time!

TF

[James @ Intus]

This thread is growing, becoming one of the longest around! Seems like plenty of love for the FX but still headgear issues. Here's hoping ResMed take it seriously for you and come with a good solution.

Are you guys generally sticking with the FX or have you moved on since?

[pjgbear]

Hi all, Sorry for the extra long post! I'm having real problems with ResMed, this is a copy of the complaint email I sent 24/9/11.

Dear Sarah

I'm sorry to be having to write to you again, but I'm having issues with my
small size headgear for the Quattro FX again.

I received the replacement (small size) that you sent at the beginning of
May, and have been using it nightly since then.

It has stretched again, despite careful washing (twice weekly with a mild
detergent), there is just not enough material for the small amount of Velcro
at the end of the upper straps to stick to. This is the same problem I was
experiencing before. If there was more Velcro at the end of the upper straps
this would solve the problem I'm sure. The problem means that my mask slips
down my face during the night. If you can send me another small size
headgear I can return the headgear with details of what the problem is.

The lower straps are fine as there is enough material for the Velcro end to
attach to when it goes around the back of the head, although a longer length
of Velcro would be more secure.

I still love the Quattro FX, it is a most comfortable face mask and I share
this view on many forums. If the problem with the headgear could be solved
it would be perfect indeed.

Thank you for taking the time to look into this for me.

Best wishes

Pippa Gore

This is a copy of her reply

Dear Pippa

Thank you for your email and I'm sorry to hear of the problems you are experiencing.

Firstly, would you mind if I ask you a few questions relating to the care and fitting of the headgear? You mention you wash it using a mild detergent - can you please specify exactly which product you are using? There are so many detergents available these days and many of them contain additives such as antibacterial agents or essential oils and these can affect the quality of headgear so are best avoided.

Also, when you fit the mask do you place the mask on your face and then click the top headgear clips into the mask or do you leave them all in, whilst pulling the mask up and over onto your face? Depending on which technique you adopt can also potentially cause the headgear to stretch unnecessarily. For tips on how to fit the mask correctly, please click on the link below which will take you to our global website which has a video of how to fit the Quattro FX mask.

http://www.resmed.com/uk/products/quattro_fx/videos.html?nc=patients&sec=true

As we supplied your current headgear in May, it is now outside of our 90-day warranty period therefore I'm afraid we are unable to offer a replacement free of charge. We would however like to offer you a free Mask Fitting consultation at one of our ResMed Centres' for Healthy Sleep so we can discuss your concerns and fit the mask with you. Unfortunately neither are particularly close to you (we are in Abingdon, Oxfordshire and Central London) however if this is something that would be of interest please let me know so we can book you an appointment.

Thank you again for taking the time to contact us and if I can assist any further, please don't hesitate to get in touch.

Kind regards

Suzy | Patient Services Supervisor

This is my latest reply to Suzy

Dear Suzy

Let me firstly say I am disappointed in your response as Sarah the previous lady who dealt with my issue, wrote I could contact her with any problems regading the headgear in the future. At no time was a 90 day warranty mentioned. Does this mean you only guarantee the headgear or indeed any parts for 90 days? If so this makes the whole thing very costly, surely with Sale of Goods Act, the headgear I bought should be fit for purpose and is not intended to last just 90 days? This would involve me purchasing on average 3 headgear sets per year based on the wear I have received from this one.

As far as your questions are concerned : -

1. I use SurCare washing up liquid http://www.tesco.com/groceries/Produ.../?id=264760087 which is mild, and has no perfumes or fragrances and is dermatalogically tested as I have sensitive skin. I wash headgear twice a week as my face can get oily.

2. I disappointed that you are unaware that there are no TOP headgear clips on this style of mask, the top headgear straps attach to the top spider by slipping through a slot and attaching to themselves by velcro therefore this question is irrelevant.

I have reviewed the fitting guides "Fitting at Home" & "Tips" and I can confirm that I am fitting the mask at night as shown and have always done so.

As far as a free mask fitting is concerned as you so rightly mention you are a fair distance from where I live and this would be an unnacceptable financial outlay for myself.

I shall post this reponse on the forums I use and warn people of what they can expect, this is certainly not what I expected when I wrote to ResMed with this problem as previously I have had good service from yourselves.

I look forward to receiving a further reply addressing this issue as at no time have you mentioned the design issues I talked about which would probably address this issue and enable headgear to last longer.

I remain unhappy!

Yours

Pippa Gore

So let's see what happens, I'm not holding my breath here

[Tigers Fan]

Quattro FX headgear update.

I've just been on the phone with Resmed Realsleep's Sarah. She tells me that there is not any feedback from Australia about the Quattro FX headgear problem. Worse yet, she tells me that only I and one other have complained about the headgear and that she cannot see the problem!!

Anyone else with stretching straps and/or curling velcro, please write Resmed (RealSleep, 96 Milton Park, Abingdon, Oxfordshire, OX14 4RY attn: Sarah Chapman) detailing your problem.

On the other hand, Sarah offered to swap-out (we love you, America) my stretched and curled headgears. Generous offer accepted with thanks.

Sarah sent me two new large headgears last April 4th - say, four months ago. Since then, I have streched/deformed and/or curled to the point of uselessness, the two large headgears and the medium that the mask came with. Total three headgears. £70 in four months or £210 per year. I just couldn't afford that so full marks for Sarah sending me replacements.

TF

Addition: I forgot to say that Sarah said Resmed have incresed the size of the medium headgear after receiving so many complaints that it was too small. I didn't explore the obvious solution of buying a large size.

[symmit]

My review here!

[Tigers Fan]

Worry not! the headgear will soon be too large.

I've dropped a size and endured the first less comfortable nights but now the headgear seems to have reached the end of its stretchiness and I can get a very comfortable night from a medium headgear fitted to a large head size. The mask remains way at the top of my list - as near to perfection as exists to date to my knowledge.

TF

[symmit]

Here we go!

Well, as of yesterday I'm also a Quattro FX owner. The headgear is a bit small but slept well with it and no mask marks this morning.

Numbers looking good too, similar to the sleepweaver (for the Forma had to compensate by upping the pMin from 9 to 12)

Quiet too. Full review when I've had a few nights with it.

[silvercarper]

I stretched the small overhead band, when it was wet, and it is now giving me a near perfect fit.
I have also bought a large headgear but I have found that the top strap too long so the tab sticks too far back on the headgear.
I think that its a very good mask but needs a lot of tinkering to get it right.
But when you do get it right then its worth the effort.
The next job is to get my humidifier repaired/replaced

[Grumpy]

back using the Q-FX

I've been using the Q-FX again recently because for some reason I was having leakage problems with the Liberty. I seem to have got the adjustment just right at the moment so will be ok until I need to wash the headgear....

[silvercarper]

Its a pity that the overhead band is not adjustable like on a F&P mask I have.

[mintra]

Tried it not sure

Hi

I have had the same Mirage Quattro on my autoset spirt 2 for three years, I have had three new seals, and actually a recent hose change quietened things down.

Anyway at the last visit to the clinic they were just giving me a new Quattro mask when I asked if other makes existed, the tech, pulled out an fx and said she had had good reports about it.

I was pleased when she gave me an fx and a new Quattro (just in case I did not like the fx).

I can see why people like the FX but it does exhaust a little at the top by my nose especially when I move my head up on the pillow.

So I have reverted to the Quattro, which is a shame as other than that it was very good.

[Tigers Fan]

Just so, silvercarper - but then the too small over-head band slowly, slowly drags it back up again, so I wake with the mask - and back of the headgear - too high and a leak at the nose 50% of the time.

TF

[silvercarper]

I have found that after fitting the mask I need to pull the back of the headgear down to get a good fit.

[Tigers Fan]

Having reached exasperation point with a large headgear, I thought to try the medium that the mask comes with. It works fine after it, too, had stretched a bit - except for one thing. The band over the top of my head is too small and not subjected to the same forces that cause stretching elsewhere in the headgear. Actually, it 'self-relieves' by slowly dragging the mask higher on my face - higher than it ought to be. And guess what - it causes leaks around my nose!

Could be your headgear is too small?

TF

[Mentalfog]

Tried it all.. wash face before bed too..