Six months ago I got my first hearing aids - Widex Passion 105s. I’m absolutely delighted with them but for one thing. Some time after the “free return for refund” period was over, I began to notice an intermittent “crackling” or “popping” noise in one ear or the other. I mentioned it to my audi, and he sent one back to Widex for repair. When it came back the repair sheet indicated that they had “Cleaned and tested” it. I tried it for a week or two and it seemed OK so we sent the other one back with the same result.
Soon after the second unit came back, the noises started again, so we repeated the routine of sending one back and then the other.
This has gone on for nearly four months. Most recently I filled out a customer complaint form on the Widex web site, and got back a response that “We will work with your dispenser”. We sent both hearing aids back to Widex and the were returned to my audi yesterday, two weeks after they were sent in. Widex had put them on a test machine for 24 hours and they performed properly, so they are taking the position that the units are OK. (They came back with two left-hand ear wires, so one has gone back again.) I got home and sat down to watch then news, and the noises began almost immediately!
I am totally frustrated at this point. My audi is a really nice man, but relies heavily on Widex tech support since his strengths are in the person-to-person aspects rather than the technical ones. I unfortunately am the opposite! I’ve worked all my life in the computer world and am well acquainted with the repair procedures for electronic equipment.
For small, expensive items like the Passion, my experience has been that the manufacturer will ship a new item from stock (often before the old one has been returned) and then will attempt to repair the returned item and either scrap it or place it back in stock. Widex insists on “repairing” my hearing aids, with the result that I am left without the product for an average of about 2 weeks. So far, the “Repairs” have accomplished nothing.
I live in Florida. That means that I and my hearing aids are subject to frequent variations in temperature and humidity, but I don’t think that’s much different than someone living in the north in winter. With my familiarity with electronic equipment, I interpret the noised I am hearing to a poor solder joint or loose connection somewhere inside the hearing aid; this is a phenomenon that is severely aggravated by temperature changes, yet Widex seemingly is ignoring this factor.
So far, I am out a lot of money with seemingly no recourse. My audi keeps on trying to reassure me that the problem will be fixed, but there has been no progress whatever. The only conclusion I can come to at this point is that I don’t want to ever buy another product from Widex, but that doesn’t change the fact that I have to live with these things for another five years before I can justify replacing them with something else.
If anyone has any ideas as to how I might solve this dilemma, please help me.