ComplaintsforPhonak

• Initial Complaint

  10/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  So I went to an audiologist back in Oct of 2021 and brought Phonak Audeo Paradise P70 RT (Hearing Aid) for my right ear the warranty lasts for 3 years (expires 12/2024) Since the purchase my audiologist sent my hearing aid about 6 times for repairs and 1 complete device replacement.The repairs including: Poor battery life (the device supposed to last for ***** hours but i only get 12 hours even without streaming), hearing aid casing came apart, poor Bluetooth connectivity, charging issues feedback issues, etc.Every time I receive the hearing aid from my audiologist after they receive it from the manufacturer I go home and within few days later I will experience the same poor battery life, or poor Bluetooth connection, or charging issues.Unfortunately within 2 years I been in and out of my audiologist office mostly getting *** hearing aid sent off to Phonak for repairs.On top of the repairs I had seen my audiologist about 200 plus times since the purchase for programming adjustments because the sound quality will be weak when I go out of the audiologist office.I have Mild to moderate hearing loss in low frequency so you would think a simple hearing aid would treat it (which it does but repairs are usually required every 3 months).My audiologist had contacted her Phonak sales rep for a complete device replacement so the rep gave my audiologist a code to receive a complete device replacement.So Phonak replaced the device one time with a brand new device that has never been opened and even with that I still have the same issues.At this point my audiologist doesnt know why Im having these issues apparently Im the only patient she has that has all of these issues and she cant figure out how to fix them.I am so disappointed in Phonak so when my extended warranty expires in 12/24 and I start having issues with the device I will buy another hearing aid from a different manufacturer.

  

  Business response

  10/26/2023

  We are very sorry to hear about this situation and it does not reflect the typical experience with our product. The expected battery life should be 16+ hours with no streaming and around ***** with a significant amount of streaming so your frustration is understood.  I see you have reached out to us directly in the past so we will reach out to your hearing care provider to help resolve your issues directly. The Phonak ***************************

  Customer response

  10/26/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have owned hearing aide in the past. I ordered. Set of **** hearing aids when they came out but found out they were amplified speakers. I returned these for a full refund, great company. I went to this company for hearing aids and after using them for a few days I realized that these were in fact not hearing aids! They are amplified speakers just like the Bose ones I had returned about a year ago. I went to this place because I have profound hearing loss. I was exciting to hear that my insurance would cover part of the cost. I had bought my last set from **** club and had good luck with them for about ten years. I found this business from my insurance companies website so it made sense to use them. The hearing test seemed normal and everything went fine. I felt that the hearing aids didnt sound like I was expecting. I said something and they said it takes time to get use to them. I feel I have been a victim of fraud, scam or whatever you want to label it. These are not inferior hearing aids wrapped in expensive packaging. These ARE NOT hearing aids at all! These are cheap knock off amplified speaker disguised as hearing aids!!!!

  

  Business response

  08/22/2023

  We are sorry to hear you feel the hearing aids you purchased are not working well for you. You dont give a lot of detail on what hearing aids you purchased, or what specifically your issue is.  If you would like to share the serial numbers and/or make and model of the Phonak hearing aids, as well as what the trouble you are having with them is, we can try to better assist you. The advice you were given from your Audiologist is accurate, it does take time to adjust to new hearing aids, and often adjustment by your hearing care provider to achieve the best listening experience. We encourage you to work closely with your hearing healthcare provider as they are your best resource in making sure the prescription hearing aids you purchased are best fitting your needs.    Phonak Consumer Support

  Customer response

  08/22/2023

   
  Complaint: 20498244
  
  I am rejecting this response because:
  These are not hearing aids. They are simply amplified speakers that sound terrible and will always sound terrible because they are NOT hearing aids!!! Call them whatever you like. I know what the difference is between an amplifier and a hearing aid and so do you. Give me my full refund and my insurance companies full refund so I can go to another business and buy real hearing aids. You are not dealing with an uneducated customer so dont make the mistake of taking this any further than it needs to go. A refund is all I am asking for. You know what you sold me, dont make this anyone elses business.
  Sincerely,
  
  *****************************

  

  Business response

  08/23/2023

  Thank you for sharing the information on what make and model of hearing aids you purchased. These devices are hearing aids, they have many enhanced features that allow them to reduce background noise, ***************, and should be doing much more than simply amplifying all sound. Their performance and ability to help you in difficult listening environments and with understanding speech is dependent on both the way they are programmed, as well as your efforts to work with your Audiologist to learn to use them to best address your needs. You need to work with your licensed hearing care provider to address your concerns and give them a chance to help you adjust to them, or if you do prefer to return them and receive a refund please reach out directly to the provider you purchased them from. They should be able to assist you per your purchase agreement with them.

  Customer response

  08/23/2023

   
  Complaint: 20498244
  
  I am rejecting this response because:
  These are not real hearing aids. I know what they are and they are not programable. However, I will return to the audiologist for reprogramming to see if i am incorrect and if I am I will apologize and retract my complaint. If they are not programmable and they are just amplified speakers then I not only want my money back, I want compensation for my time wasted my effort, my stress and all my inconveniences from time missing from work and other aspects of my life. I am only a patient seeking HEARING AIDS and trusted your company. But I have serious doubts that they are real hearing aids so I do not want to close this complaint until I am satisfied.
  Sincerely,
  
  *****************************

  

  Business response

  08/23/2023

  Thank you for returning to your Audiologist to discuss options. These are programmable hearing aids, should your Audiologist have any trouble programming our hearing aids when you are in their clinic, they are more than welcome to reach out to our Audiology support team, we are always happy to assist with any questions they have to help ensure your aids are set up correctly. 

  Customer response

  08/23/2023

   
  Complaint: 20498244
  
  I am rejecting this response because:
  I do not want to close this case until my issue is resolved. If I am not satisfied with my service I will open another case.
  Sincerely,
  
  *****************************

  

  Business response

  08/31/2023

  Good afternoon! We wanted to follow up to see if you were able to see your Audiologist or ******* Care Provider (HCP) about your concerns. Hopefully you were able to get your hearing aids adjusted adequately. Should you choose to return your hearing aids, you would have to coordinate directly with your HCP. We appreciate you taking the time to follow up with your HCP and hope you are successful with your hearing aids.

• Initial Complaint

  07/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Following a loss of a new hearing aid, I have ordered a replacement hearing aid on 5/16, it arrived to me 6/8 but the ear mold was done incorrectly. The provider told me they will order a new mold.We are now 7/11 and the provider is corresponding intermittently to my inquiries. The provider is: Ideal Hearing Aids ****************, ** ***** In absence of information, I called the subcontracting audiologist that originally delivered the hearing aid, and they told me, after consulting with Phonak, that they arent able to provide me with any information. I contacted Phonak, at the number provided by the said audiologist *************) and was directed to call the consumer line at *************). I did so to be told the information as to what is happening with my hearing aids is not available. A call back request from a Phonak supervisor was never followed through.I filled the online form asking for information from Phonak on their website it was never replied to.As of today, it has been more than 2months that I ordered my hearing aid replacement and still have not received it. All I have received an incorrect molded aid.For the standpoint of a disabled user, this is appalling behavior from a medical device manufacturer. Particularly in light of having been a Phonak customer for more than ******* and consistently purchase top of the line models. This last model cost me $6000 with the remote microphone, and I run into all these support issues.In my experience, Phonak was able to return a hearing aid within a week from repair or remolding. This is issue is an aberration and the complete lack of direct cooperation from Phonak is completely unacceptable. If a product is sold under a 3yrs repair and loss warranty, it should be honored in the manner it has been in the past (one week turnaround), or has a proper escalation procedure if the process fails. Particularly for a medical device.Please advise ASAP.

  

  Business response

  07/12/2023

  We are very sorry to hear about this situation, it does not reflect the typical experience with our product.It is our policy to respond to requests for follow up in a timely manner, I do see the complaint in our system and notes indicating we were not able to reach you initially. I do apologize, I am not sure if the number might have been incorrect in our system, or another issue. There was no detail about your provider or full name included in the complaint, so there was little to follow up on. I do sincerely apologize we weren't able to talk to you directly. As you have indicated, your direct point of contact for dealing with this issue is your audiologist. You indicated you have been having trouble reaching them directly, we would be happy to reach out to them to see what we can do to resolve this issue as quickly as possible.  Thank you. The Phonak ***************************

  Customer response

  07/13/2023

   
  Complaint: 20307372
  
  I am rejecting this response because:

  The company states clearly that, despite the very clear simultaneous failures in the various process meant to address the issue (both from the audiologist and from Phonak itself), the point of contact is the audiologist and Phonak will not be communicating directly with me to resolve it.

  For a medical device at $6000, I find this unacceptable.

  For a long-standing customer of more than *****, I also find that unacceptable.

  The only reason I am in contact with this, improperly trained audiologist, is that my audiologist of longer than 15yrs retired due to the pandemic.

  Not only the service is subpar, but Phonak confirms that it offers no recourse.
  

  
  Sincerely,
  
  ***************************

  

  Business response

  07/17/2023

  We do try to assist consumer's with any concerns as best we are able, and are very sorry you had trouble getting your replacement.  These are medical devices. Just like with any medical device, you must work with your healthcare provider directly to address concerns. As the manufacturer, we have no access to your private health information, your hearing health history, your fitting needs, etc - This is why we only work with licensed hearing care professionals, who do provide that care.

  We have reached out to your current hearing care provider as requested and offered support. They indicated to us you have received your custom earmold replacement back, and this issue has been resolved. If that is not correct, and you need assistance getting a correctly fitting mold, we would be happy to discuss that with you further.  If you are not happy with the new Audiologist, you can work with any hearing healthcare provider of your choice, we do not choose the Audiologist for you, you are free to go to any licensed provider who has an account with us. You can look for providers near you on our website at Phonak.com.

  Customer response

  07/18/2023

   
  Complaint: 20307372
  
  I am rejecting this response because:

   

  Actually,since I have received and identical copy of the mold I already have, this issue is not resolved. The issue is not in the programming or hearing loss history, but in my ear canal mold which only Phonak has. Not any affiliated audiologist, but Phonak itself.The same mold that has been used for years, but the current audiologist isn't able to communicate to Phonak that it needs to be a little deeper.
  
  But you made it clear that you are not going to offer a direct communication channel and the current audiologist has made it clear that they are incapable of getting the hear piece correctly manufactured by you.
  
  However, thank you for making my point: there is a better way of doing business than denying communication channels to customers under the guise of ' lack of hearing loss history' and programming without checking what the issue really is. And also not making it clear to your affiliated audiologist how to communicate with you to get an hear piece manufactured correctly.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased Marvel 90 Rechargeable hearing aids in June 2019. This was actually my second set of Phoenak hearing aids as. Within the first year of use, the rechargeable station stopped working correctly. My hearing aid(s) would either not charge fully or not charge at all after being in the station overnight. It was replaced free of charge as it was still under warranty.Since that time, I started to have the same issued again as within the first year. It got to the point that both hearing aids would not stay charged at all, so I again had to replace the charging station this month, June 2023, this time at my expense. I was told by my audiologist both times that ******* knew there were ongoing issues with this model charging station. I also had to send in my left hearing aid as it would now not not charge at all.I attempted to call ***************** After two attempts and never getting through to an actual person, I sent an interanal message explaining the situation and asking for assistance. I also researched and found the contact information for Ms ********************** CEO of the company, and sent her a direct email.I received an email from CS on the 20th, after a few days, essentially saying I didn't know how to operate the charge station nor the hearing aids. I called ******* again and finally spoke with a representative. I asked for a manager and was told one would return my call either June 23 or 26. Received no callback, I called **************** again on the 27th and spoke with a differect representative. I again asked to speak with a manager and was not allowed to but was told I would receive a call back. Guess what? Still no callback.To top this off, my audiologist called today to say they received back the non-working hearing aid to find that it was still not working. They have returned it to Phoenak and will attempt to call them. As a hearing impaired person, I am at **** end with this company. So disappointed. No one will take responsibility.

  

  Business response

  07/06/2023

  We are very sorry to hear about this situation, it does not reflect the typical experience with our product. We can understand your frustration if you have sent it in for service and reached out for support yet continue to experience difficulties. As you have indicated, your direct point of contact for dealing with this issue is with the audiologist from whom you obtained these hearing instruments. I do see your complaint documented in our system, we will reach out to your hearing care provider directly so that we can help make sure the issue is resolved as soon as possible, as typically any issues with our hearing devices are handled directly between us and the hearing care provider. I will also follow up with you directly once we have a chance to talk to your hearing care provider, just to confirm we have been in contact and to apologize to you directly for the poor response on our part to your previous complaint.    Thank you. The Phonak ***************************

  Customer response

  07/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me ONLY AT THIS POINT IN TIME. I will have to wait and see what is resolved between Phonak and ************** before I tell you that I am COMPLETELY satisfied with the outcome of my complaint.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  August 4, 2021-May4,2023 Purchased two Phonak Paradise Audeo hearing aids through **** Hearing partner with ********************** part of ******** Plan summer of 2021. My hearing aids were delivered to **** who called me to make appointment for adjusting. I did on 8/4/21. While in **** office, hearing aids were calibrated, added some custom settings, Phonak app was downloaded on my phone. Aids were paired to phone, then shown how to use app, how to pair aids to phone just in case. Everything worked fine until end of March 2023 when phone died. Had to get new cell phone. Always had Androids. I got phone, downloaded Phonak app, paired aids to new phone. No problems until I made a phone call or received a phone call. Hearing aids paired to phone with Bluetooth. When trying to talk on phone either when I called out or answering incoming call, calls would go to right hearing aid and to right ear only. Unfortunately, both left and right hearing aids would try to pair to phone so person I was trying to hear and the person on other end would hear distortion. The sound would fade in and out or drop all together. Took aids to hearing care provider to adjust, thought problem was fixed, it wasn't. Paired and re-paired myself. No luck. Called Phonak. Tried their suggestions. No luck. This went back and forth whole month of April. Even got second phone because I was told it was phone's fault. New phone,same problem. Aids sent in for repair because it's aids fault. Aids came back, did pairing, installed app with hearing care provider. Same thing happened after "repair". Hearing provider even called Phonak while I was in office. Phonak tech had provider try things while on phone. Nothing worked. As of 5/1/23, expensive hearing aids become ordinary. Phonak can't claim, "Phonak Audo Paradise is Bluetooth enabled and connects to smart phones, TV, *****, and other media sources." Phonak should strike "Universal connectivity" claim for all aids. False advertising. Issue refund.

  

  Business response

  05/17/2023

  We are very sorry to hear about this situation, it does not reflect the typical experience with our product. As you have indicated, your direct point of contact for dealing with this issue is with your audiologist, so we would recommend continuing to work with them directly. We can reach out to the provider you sent your most recent repair to as well, and see what we can do to help resolve your issues. Thank you. The Phonak ***************************

  Customer response

  05/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Complaint Detail *** seeking assistance for myself On Mon, Apr 3, 2023, 10:19 AM no-reply, Now my soundbar *** is stuck in a leveling loop and will not calibrate. I don't understand why I cant speak to a live agent for help and product support for a ***** dollar soundboard that's only one month old. How is this fare. I am a 100% total Disabled Veteran. I don't understand the lack of fairness from such a stellar company. I thought you would stand by your product that's why I purchased from you directly instead of Amazon. It now seems that was a costly mistake. Ticket# C230410-0191 This is my third attempt to request a return label and refund for my month old Soundbar **** I understand that this is a new company but I feel taken advantage of as a consumer for basic customer service. Your intentional lack of support, feel feels like fraud. And since I live in *****************, you can simply ignore your products malfunctions. As a disabled Veteran who is retired I feel abused and without a voice. Your product does not work. I request a refund and shipping lab

  

  Business response

  04/25/2023

  After reviewing the message, the product in question comes from a sister company of  Phonak, not directly from Sonova US *** (the hearing aid manufacturing part of Sonova). It looks as though the product mentioned was purchased from Sennheiser--as they are a seperate company, we don't have access to their records or ability to address your issue. We would recommend you file a complaint with Sennheiser directly to get the issue resolved.

   

  Sincerely,

  **************

  Phonak Consumer Support

• Initial Complaint

  02/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have purchased a pair of Phonak Audo M30-R hearing aids. The reason for this model was the Bluetooth and streaming options. The model has defective Bluetooth streaming it goes off and on within several feet of the device. I have changed phones and same problem. I did an exchange with the company I purchased them from Amplifon and same issue with new pair.

  

  Business response

  02/23/2023

  There was not enough information in this consumer's original complaint to allow investigation.  We have reached out to them via the email listed in the complaint requesting additional details.

  *************************

  Sonova Consumer Support Team

• Initial Complaint

  01/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to complain about these faulty heairng aids I purchased in March 2021 for $4,775.97. They are suppose have three year/36 months service warranty . I have been having issues with them them and repeatedly have taken them back to audiologist all he does is replace the ear hooks. I requested that he send the hearing aids back manufacturer and after two week I received the hearing aid. No change. I want Phonak/Sonova to replace the hearing aids.

  

  Business response

  01/23/2023

  We have reviewed this complaint.  We need to reach out directly to this customer in order to get more information about their hearing aids and exactly where they were purchased from.  Once we have that information we will be able to investigate the situation further.

   

  ************

  Phonak Customer Support

• Initial Complaint

  12/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a pair of Phonak hearing aides a couple of years ago from one of there hearing aides centers they referred me to. They stopped working after a few months and I took them back to get repaired a few times and they repaired them. Then the last time about a year ago I took both of them back for repairs again and only got one of them back. I went back to their center after calling and not getting a answer and they were gone from the place of business. So I emailed phonak and called them and they referred me to another one of their centers which started helping me try to find my lost hearing aid. They talked to phonak and tried to find something out about the other company and couldnt find them. Phonak told them to file a lost claim and I would have to pay $350.00 deductible. For something phonak lost. And I dont think that is right. Please help me thank you ***

  

  Business response

  12/09/2022

  In order to research this further we will contact the consumer directly by email requesting more detail about these hearing instruments (e.g. models and serial numbers), and who they were purchased from, etc..  Once we have that information we will be able to do a full investigation on this.

   

  ************

  Sonova/Phonak Consumer Support Department

• Initial Complaint

  11/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased pair of Phonak hearing aids from **************************************************************. I have tried to contact the company and the mailbox is full. I have a broken part on one hearing aid and can not insert the hearing aid in my ear. I called this morning to Corp. and they told me it's up to me to find another provider to fix my hearing aid and I will probably be charged for the repair. The hearing aids are only 6 months old. I am a disabled veteran with limited mobility. Won't anyone help?

  

  Business response

  11/09/2022

  The Phonak Consumer Support Team will reach out to Mr. * and attempt to assist him with this situation.  We will also reach out to his hearing care provider on his behalf.

   

  Thank you.

   

  ************

  Phonak Consumer Support Team

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩