I have a pair of 2 year old Specsaver Phonak RIC 832 aids complete with a remote control.
About two months ago I noticed that sometimes, when there was a loud high pitched noise like a bird call - I could hear a feint “click” in the right ear a fraction of a second after each chirp. I also heard these clicks when exposed to the noise of dry paper rustling or the clink of cutlery or glasses. Even the TV sound would sometimes sponsor these clicks.
Gradually the clicking got worse until it became a real irritant - I tried various settings with the remote control but could not rectify the problem without turning down the volume to the point where the aid was not effective. I also tried swapping the aids from ear to ear and it confirmed that just one aid was defective.
So I returned the aid to Specsavers for repair at their standard cost of £89.50. The aid was returned a week later but the problem had not been rectified and I returned it again.
I collected the aid yesterday and at first thought it OK - but as the day progressed I can again hear the clicks - admittedly not as loud - but they are still there and the aid is suffering from more feedback whistle than before.
I was in the garden early this morning listening to the dawn chorus and for the first time noticed that the left aid is also occasionally clicking - but only just discernable. Whereas the noise of the right aid clicking is quite prominent. Yet again I experimented with the remote control but failed to mute the clicks without turning down the aids until they were ineffective.
I am starting to wonder whether my hearing has changed in some way so that I am more sensitive to the clicking sounds and that it is me - rather than the aids - at fault.
So my first question is - can this be so - or is another trip to Specsavers required.
My second question is whether clicking of aids in response to sharp high pitched sounds is a common problem.
Its a fault that wasn’t rectified when you sent it for repair. Get it back to them, the original repair charge should only apply if you are fully satisfied. Make sure that the actual nature of the fault and the kind of stimulus that creates it are recorded on the repair paperwork.
I’d like to say that you could take it elsewhere but due to Specsavers limited software, you can’t. There’s a good independent dispenser in your area and your main dispenser in your local Specsavers shop was struck-off last year for malpractice…
Thanks for the response. On both occasions I provided Specsavers with a written detailed description of the fault and what sponsors it. The dispenser was not involved - I dealt only with her receptionist
I am aware that the dispenser who provided the aids was struck off last year. His replacement seems to be very diligent and capable so my my next recourse will be to make an appointment to have her check the aids personally before they are sent to the repair centre who have failed so miserably.
I take it from your response that (based upon my description of the problem) you regard the aids as faulty if they are clicking when stimulated by sharp sounds.
Aids shouldn’t click at all unless you have a clicking input. It could be a problem at the mic stage, amplifier stage or receiver. Ask the replacement dispenser to have a listen to the aids through her stetoclip while you play back a recording/make the sound/crash your keys to emulate the issue.
She should be able to better identify the source of the sound and to detect whether it can be tuned out or needs to be resolved by the manufacturer.
I’m glad you now have the services of a decent dispenser in that shop.
After my last post I returned the aid for the third time and complained that Phonak - who supply my aid - would appear to be less than competent. The practitioner advised me that all their aids actually go back to a Starkey Lab for servicing and she admitted that they would not carry Phonak spares. The second repair report stated that solder repairs had been carried out and the aid tested OK.
In my presence she phoned the Phonak Lab, spoke to their service manager and related the full tale. He said that it could be a faulty receiver and suggested she should replace it as a first recourse. She happened to have a receiver in her stock so she replaced it and did some changes to the programme whilst I waited.
It is difficult for me to check that the aid is Ok in the confines of the Specsavers office - the problem occurs in real life with bird song, rattle of crockery or cutlery. rattle of keys etc. A variety of very sharp high pitched noises will produce the clicking.
At first I thought the aid was OK but on the third day I became aware that the clicking was present. I then recorded some bird song on my phone and went back to Specsavers for the third time to report the problem had not been resolved. This time the Practitioner was able to hear the clicking for herself and undertook to send the aid to Phonak for repair rather than Starkey.
It came back a week or so later. The repair report stated that the circuit module and receiver had been replaced and the phone tested OK. It seemed OK in the Specsavers Office - but yet again out in the real world the problem remained - if anything it was worse and there was an increase in feedback whistle from the aid. I tried altering the settings using the remote control but it had no effect so I took it back to Specsavers for the fourth time.
This time I saw a different Practitioner - my usual one was on holiday - so she looked through the file and tested the aid using her stethoscope whilst I played the bird song from my phone. She was able to hear the clicking and said she would write a full report on her findings and return it to Phonak for repair.
I collected the phone 4 days ago and was told that Phonak had reported the problem was a “wax issue” - they had cleaned it, fitted a new wax guard and it was now OK. I told the Practitioner that this could not have been the case - because I had changed the wax guard before bringing it back for repair and her colleague had heard the problem herself before returning it to Phonak again. I did however agree to try the aid over the Bank Holiday but expressed doubts it would be OK.
It wasn’t OK - the clicking is as prominent as before and I am due to return it for the fifth time on Thursday. The bird song on my phone is not very sharp, so this time I will take my laptop computer on which I have saved some audio files of birdsong and other noises that consistently cause the clicking - so that she has every opportunity of hearing how bad the problem is for herself.
Phonak has had problems lately…I had 4 new aids for patients within the past 4 months with serious problems. I like the sound, function and ease of programming Phonak aids (as well as the size) but this was unacceptable. I listen to each aid before putting it on the patient…many do not.They alos have a problem making earmolds…many times they call saying "they can’t do this …blah blah bullshit I say! this is ameri CAN not ameri CAN’T!
There is a new person in charge of Phonak now so hopefully the quality control will improve.
Well, I have Phonak Cassia’s behind the ear. They are just over a year old. Mine have been doing that clicking for some time now. I am glad I read this post and it reminded me of that problem as I have an appointment with my audiologist in a few days. Luckily, I purchased the extended warranty on these, so, hopefully fixing them or adjusting them won’t be an issue. Several high pitched sounds can set them off, the latest being a garage full of loud crickets!
I have the Audeo S Smart IX, they do the clicking sound as well…
I have an appointment today, my doc thinks it might be the SoundRelax since it is happening on louder higher frequency sounds…
My doc is fantastic and very willing to entertain different ideas I have (I have a background in electrical engineering) and spend the time to try different scenarios to resolve any issues…
Hmmm so they are not supposed to click, who knew?? I have a phonak ambra bte and get the clicking when I’m lighting the gas cook top and the automatic ignition is firing (the clicking is different to the sound of the ignition but is definitely triggered by it).
Will be interested to read if other people find a solution.
As mentioned I took my laptop into Specsavers and played the birdsong. This time the practitioner heard the clicking quite clearly and undertook to send the aid back to Phonak and follow it up personally with their lab.
A week later the aid was returned by Phonak with a note stating it was a wax issue - which of course the practitioner knew full well was not the case. However the aid had not been reset by the lab to my program and the practitioner did this. At first I could hear the clicking very slightly but she made some adjustments to the high frequency setting and all is well again.
So it took 5 trips to the repair lab spread over 8 weeks with it having wires soldered, fitted with a new receiver, fitted with a new processor etc and some program adjustments.