Phonak quality control!

One month ago I sent for repair one Phonak Audeo Smart V. It developed a lot of static. My guess, sweat related issues. (Phonak will not divulge what the problem is, just that it replaced parts). When it came back it was worse then when it was sent in, so back to the repair shop it went. Yesterday (9-13) I was informed that the hearing aid was on it’s way direct to me and I’d have it by 10:30 am. When it did not come I sent an inquiry regarding it’s where bouts.

Here is an email I just received from my Audi.

Hi Mr. ,

I’ve called Phonak to find out the status of your hearing aids, and have been told that it failed a quality control test. The rep that I spoke with stated that when an aid fails the test, they have to start at the beginning and go through the whole process all over again. He sent an email to the expedition team asking that once the aid is complete to get it out as soon as possible. He anticipates that delivery will be Monday 9/19. We apologize for the delay. Please let me know if you have further questions.

At least they caught the problem before it was returned to you and you had the same issue as before…

Did your audiologist try replacing the receiver before sending it in??? When there are static issues or weakness I always try that first since 9 times out of 10 it’s the receiver that’s faulty and not the hearing aid itself.

Two sets of speaker wires were tried to make sure a defective one was not the culprit.

It would have been nice if they caught the problem the first time they repaired it:D

I’m sure it’s just my dumb luck that they botched the first repair.
Doesn’t speak well for quality control though!!! I do like the way Phonak sounds but I’m working towards another manufacturer as they have been in the repair shop to many times in one year!

try going with Oticon, I have worn this brand for 7 years now and they’re great but don’t 4get to get ear gears which will help with the sweating

Alpine,
I don’t care what manufacturer you send your HA to for repairs their quality control is not good. I sent mine to www.direct hearing aid services.com, and he had the HA back to me in 6 days and said that Oticon had done a terrible job of sealing the components inside the HA and that was the major caused of the HA to stop working. Since I got it back it has worked great and the sound is better than when I got it.

When the warranty runs out on these gems I’ll look into the site. By then I will have switched back to CIC’s, I hope.

Can you post a better link to the repair shop you mentioned.

Alpine,
I’m sorry its all one word, www.directhearingaidservices.com

I have 5 month old Phonac Ambra BTE hearing aids. They have been sent in 3 times for repair and I now have distortion and crackling in one. The repair company link is local to me. Would it violate my warranty?

I would suspect that it would. If you’ve had to send them in that much in 5 months, there may be something wrong with the hearing aid itself. Out of thousands/millions of hearing aids sold in a year some are bound to be ‘duds’. I’d take it back to the provider you got them from, tell them that the failure rate is unacceptable and ask them to contact Phonak for a replacement HA. I had one in the past 2 1/2 years that I had to do that for. We’d send the HA in, it would come back and work for a few weeks and then stop again. This went on for at least 7 - 8 months. Finally I kept the hearing aid in the office after the final repair and just had it sitting on my desk. After 8 days it went dead again for no reason whatsoever. Got a new HA and no problems since.

If you’ve had to send them in that much in 5 months, there may be something wrong with the hearing aid itself.

Phonak generally changes the whole shooting match.

This hints that the user’s environment may be ‘hearing aid hostile’.

Are hearing aid providers regulated in any way?

I think a large part of the problems I am having are do to my hearing aid provider, Sonus. They make excuses and play musical audiologists with me. When I had no volume at all in one hearing aid it took me weeks to convince them. “Oh, its because your hearing is worse on the right”

You don’t have to be an expert to know when your provider doesn’t have the expertise they claim.

Now I have distortion on the right and it is actually physically unpleasant.

I have never written on a forum before and hope I don’t come off as someone who likes to complain. I just don’t know what to do.

Again, thanks for your advice. I am going to demand new hearing aids on my next visit.

Steve

Only in that they have to meet a set of guidelines to be called either a instrument specialist or audiologist as determined by their state board. A chain can have a revolving door of providers though and that’s just the way it is - no consequences other than unhappy patients.

I will say that the businesses I have worked at that had audiologists come and go…there was ALWAYS a reason - and hardly ever was it a good one. I think it’s a huge red flag and something to definitely find out about when looking for places to purchase.

Of course, none of this helps you right now. Soooo…you might find out if it’s possible to see only one provider. If there was one that you liked or felt better about their skill-level and remember who it was you could ask for them and insist on only being seen by them. You could ask for who is the most experienced at the office and see if you could schedule an appointment with them to see if they can resolve some of the issues. If there is another sonus provider in the area maybe you can see if you can get service there? I don’t know if they are like the other chains where you can go to other locations without extra fees.

If push comes to shove, find a provider, not a Sonus one, that works with the hearing aid brand you have if Sonus doesn’t have proprietary software which means only a Sonus provider can work on them. If your hearing aid is a Phonak Hearing aid, any Phonak provider can work on it. You will probably have to pay office visit fees, but if you get better service and improved hearing aid function, it might be worth it.

I hope that helps. One other thing to check, and this seems pretty silly, but check to make sure there isn’t any wax or other debris blocking where the sound comes out of or if you have a traditional BTE, make sure the tubing isn’t starting to harden. There are a lot of physical things that could cause distortion and other weird reductions in sound quality…

dud hearing aids happen more often than you suspect I am on 5 breaks, now same aid not picking up voices only base. I been requesting specifics on what broke and why they are refusing to say the repair shop not mayo.

I am seriously doubting that they are testing it before it leaves their shop either that or they are not setting the program back to the settings that Mayo set. now there is no beeps to indicate volume change and when max and lowest setting is reached either. if they had bother to do quality control test they would have been alerted to problem right off the bat when it failed to beep when changing volume setting. By the way it was beeping fine when I sent it in ti have the high freq fixed.

Time to go to resound and put the aids on the front table smash them with a hammer. They really hate that kind of bad publicity.

People take notice when someone destroys 3000$ + in hardware at the products Manufacturers headquarters.

People take notice when someone destroys 3000$ + in hardware at the products Manufacturers headquarters

that’s my boy piss away more taxpayer money!! they will usually have you arrested.

they are located in Denmark… I’m pretty you aren’t allow to leave the ‘home’ that long are you?

Stafa Switzerland.

They’re pretty fussy about who they let in unless you’re carrying your own weight in cash.

I guess their web site could be wrong… either way he ain’t getting there on his overloaded bike!
http://www.gnresound.com/about/Ourcompany.aspx
Headquartered in Ballerup, Denmark, ReSound, is part of The GN ReSound Group, one of the world’s largest providers of hearing aids and diagnostic audiological instrumentation which in turn is part of GN Store Nord.

ReSound is represented in more than 80 countries. We draw on a vast pool of resources at technology centers around the world, where researchers work to apply technology to real human situations.

Sorry, I thought the conversation had moved onto Phonak. Resound have a big place in Redwood California, so it’s still possible. :wink:

Oh hell, the 300 second rule strikes - it’s like one of William Shatner’s monologues…

I’ve just had an amusing daydream: Corey turning up at Stafa to discuss his GN Resound hearing aid’s problems. The reaction of the Swiss-German Phonak engineer or manager would become a YouTube hit!

wow englishdispenser and um bungo you guys/ladies way off topic hee hee. I was talking about duds mine just happened to be resound. But dud none the less Topic is about phonak but doc audio brought up the dud issue.

See if I get the replacement through the appeal process TO REPLACE DUDS that failed quality control obviously. I would be able to get different aids that would be more suited to my needs like connectivity to phone directly through blue tooth with “NO HOOP” so no loss of sound as I get from t-coil or magnetic switch when close to the phone receiver. Also be able to use both ears as one which be better.

Biggest issue is finding Aid for EXTREME moisture conditions. Does phonak have one ? or do they have such a quality control issue I would be plagued with problems like am with the resounds? by the way the aid went back in to repair this afternoon. when I was talking to the tech with just the bad aid in it sounded like a low frequency base rumble voice. Very difficult to understand.

++++++++++++++++++++++

Englishdispenser Quote :" I’ve just had an amusing daydream: Corey turning up at Stafa to discuss his GN Resound hearing aid’s problems. The reaction of the Swiss-German Phonak engineer or manager would become a YouTube hit! "

Now that was actually funny because its not a direct attack on me and not really implying anything either. I give you 4 :D:D:D:D

The connection of resound to phonak was the Key words of “quality control”, “dud” Or would not have said anything about it.

I would go to the LOCAL headquarters so as not to need a passport to get there so California branch.

didn’t you know as part of good debater is when someone else is on topic and brings up something loosely connected to topic like dud loosly connected to quality control it opens a new path for side dialog that is loosely and indirectly connected to the main topic.

See doc audio was mentioning aids she had in possession as being duds, but not specify it was a phonak. Quote as follows:" I had one in the past 2 1/2 years that I had to do that for. We’d send the HA in, it would come back and work for a few weeks and then stop again. This went on for at least 7 - 8 months. Finally I kept the hearing aid in the office after the final repair and just had it sitting on my desk. After 8 days it went dead again for no reason whatsoever. Got a new HA and no problems since."

Also the other 1/2 of the Quote that did mention phonak was about the OP phonak. Not the aids, doc had in their possession as being duds. Doc audio Quote as follows:“I would suspect that it would. If you’ve had to send them in that much in 5 months, there may be something wrong with the hearing aid itself. Out of thousands/millions of hearing aids sold in a year some are bound to be ‘duds’. I’d take it back to the provider you got them from, tell them that the failure rate is unacceptable and ask them to contact Phonak for a replacement HA.”

So when doc audio had mentioned “aids” as duds and not specifying they were phonak they opened it up to other aids not necessarily being phonak thus where I came in with resound being “DUD” And what I would like to do with said “DUD”

Following is off topic rambling and remembrance of time in school. I ran circles around my class and teacher in debate. I also hope it helps you folks to understand why it seems like I am off topic at times. If I go off topic I try to indicate as such. Not everyone can follow my train of thought nor see the connection I do.
I am very very good at connection things and seeing relationship of how they fit together. As a result a lot of people think I am off topic That is why I actually state flat out I am off topic as I had done here.

Lets just say back in junior high 9th grade we had a mock trial/debate it was a trial/debate where each of us had a role to play judge, jury witnesses defendant etc. I as one of the witnesses was testifying against black defendant. the goal of the “debate” was to get the defense to catch me in a lie and prosecutor was to get me to convict the black defendant of crime he didn’t commit. My roles criteria was to purposely lie in such a way as to sound like the truth that the black person was guilty even though he wasn’t. Everyone knew my role beforehand , even the person playing the defense.

I played my role perfectly and smoothly, the defense, could NOT trip me up and catch me in a lie. Had nothing to do with lying it was about understanding the questions being asked and wording my comments to make the black person look guilty. No matter how the questions were asked. Lets just say the class got extremely lively because they could not trip me up. Funny thing is the teacher was playing the judge role. Even teacher got riled up because they couldn’t trip me up so he changed role from judge to defense and started asking me questions to try and trip me in to making a mistake that would show I was lying. Even he could not after 15 minutes of grilling me. at this point he throws his hands up, I am snickering, and as a result of not being able to trip me up to catch me lying, the black defendant was found guilty and hung. Not literally of course.

Key of why they couldn’t trip me, is comprehension level. In 11th grade, scored a first year master degree level(fifth year college level), in comprehension, when I tested out of the LD program.

Phonak recently released a Water-resistant model but I would be concerned that no hearing aid would meet your required standards of continuous function especially if it’s in unforgiving environmental settings. I would never feel comfortable telling a patient that they should expect 4 or 5 years of continuous function without any need for repair…especially if they feel like they need a hearing aid that is water-reisitant.

Ugh…I have to wait another 47 seconds to post…lol…
13 seconds…this is really silly…