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10 Customer Reviews
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Review from Sarah S
1 star01/06/2025
I bought a Phonak hearing aid through my ENT's office. After two years, the product failed; because it was under warranty, my provider's office sent the aid to be repaired. Phonak lost the aid and, after much effort on my provider's behalf, sent a new one. Unfortunately, my provider's office closed and after just 6 short weeks, the "new" aid failed. I tried to work with the company to get some type of new aid or refund, but there was no one I could talk to other than a technician who told me that there was nothing he could do -- I had to go to a provider to get some type of assistance. I explained that I had no provider and that my new provider appointment wasn't for 3 months -- it is very difficult to schedule appointments where I live and access to health care is limited. He was "sorry" but there was nothing he could do. There was not even another phone number listed on the Phonak website to call! Both their product and service were terrible. I would avoid Phonak at all costs.Review from Susan L
2 stars09/26/2024
Phonak **************** has gone completely downhill in the last 2 years. You used to be able to get knowledgeable staff on the phone and get quality help immediately. Now there is no customer service/tech support number. The only way to get help now is to send an email. I've sent emails and never heard back. Now it's even worse. Today I tried the email option again and when I went to send (two different browsers) I just got a big red banner saying "Error Occurred" with no explanation. I tried several times and nothing worked.The hearing aids work fine, but with no Phonak support, it puts me in a difficult place since my audiologist lives hours away. I think I would try another company, that has support, for my next pair.Review from Manuel D
1 star02/12/2024
I have been wearing hearing aids since the age 3 , I have gone several brands over my lifetime . It been a ***** a year or longer , is I have gotten PHONAK hearing aids ..These are worse sets I have ever dealt with with connectivity into bluetooth is horrible , setting with the app. even worse ...After shelling out $$$ for these sets . I wouldn't recommend these or this brand .. Have gone back to correct the issues , it useless ... Gone back to Miracle Ear and happy camper ...Review from Karen M
2 stars09/25/2023
I replaced my 7 year old ****** hearing aids with Phonak Audeo P90-R. I purchased new hearing aids to take advantage of newer technology. I do not hear better with the Phonak hearing aids, and I'm very disappointed with Phonak support. For one thing, Phonak can only be reached by phone during "normal business hours": M -F 8-4:30. There does not seem to be a Technical Support phone. The numbers labeled Tech Support are actually Consumer Hotlines. Phonak has not set up adequate online videos to help with troubleshooting or to help take advantage of the features of the Phonak app. I certainly wish I'd stayed with ******.
Phonak Response
09/28/2023
Dear Valued Customer,
We are very sorry to hear about this situation as it does not reflect the typical experience with our product. We understand that this is a very frustrating issue for you and apologize for what this situation has caused you. Our technical ***************** would be happy to work with your hearing care provider from whom you purchased the hearing instruments to work on adjustments that would be of most benefit to you. You can also reach out to our consumer support hotline for your app questions at ************.
Review from Dudley M
1 star05/22/2023
A piece of junk. At least ten words? Ok. It's a rip off.Phonak Response
05/23/2023
We are very sorry to hear you are unhappy with your hearing aids. You don't give any detail on what devices you have, or the issues you are experiencing - we can typically work with your hearing care provider to resolve any issues with our products. Please provide ** more information so we can ensure you are able to get the most out of your hearing aids. You can email ** directly as well, ******************************** please mark ***** manager.Review from Rob L
1 star03/01/2023
I have struggled with an audiologist for more than two months to get my $6K hearing aids to work properly. The Bluetooth connections are intermittent unless I hold my iPhone away from my body. Bluetooth will not work properly even with my phone in my shirt pocket. Any notification from the phone creates an unacceptable increase in volume (instead of a just the notification sound). As far as correcting for hearing loss (I have moderate hearing loss) the sound is very "robotic" and over corrects sound frequencies that create wispy sounds that make sometimes impossible to understand people. So far, I do better without using the Phonak technology. The iPhone *** is not up to snuff either, it is slow to connect (does not use the hearing aid technology built into the Apple products) and will not always connect. The *** throws a ********* in front of the controls which further delays making adjustments to the environment. Very disappointing waste of money.Phonak Response
03/08/2023
We are very sorry to hear about this situation, it does not reflect the typical experience with our product. However, 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. We would be glad to have our technical experts support your audiologist in any way we can to address this issue. Our suggestion is to return to your audiologist and let them know if you want to pursue this further. If so, they can then contact our Audiology Technical Support team at any time to get assistance with helping address the issues you are having.Thank you.The Phonak ***************************Review from Pam W.
3 stars01/19/2023
I am also irritated about the phone app not being available to control volume. I have had the cros over a year and continue to be told the fall, winter, spring, summer. It's coming but still not here. I called the company several months back and was told they were working on it. I left my name and number for a call back but never received a call. This is so frustrating and I feel like I was sold something that is not complete. Please let us know when the phone app for the cros will be done not that it's coming.Phonak Response
02/16/2023
We do understand that this is a very frustrating issue for you and apologize for any inconvenience this situation has caused you. However, our company purposely never published a specific release date for the functionality you are looking for in the App. That is because it is something still in development, and therefore we cannot specify a release date. Unfortunately that has caused speculation on it's availability which led to misinformation. We understand the strong desire for this functionality and are working to provide it at the soonest possible point. We will inform our ********************* when that time comes, who will then be able to let their patients/client know. Again, please accept our apology for your frustration, but do know we are taking the situation seriously.Review from Marsha G.
1 star09/29/2022
I purchased Phonak cross aids over one year ago. At the time of purchase, I was told that the application to adjust the volume would be on my iphone by the end of the month. Since I have arthritis in my hands and it is very difficult to adjust the aids themselves, this was a very valuable reason to purchase these new cros aids. I downloaded the application and every time I visited my audiologist, I was told the application was coming soon. It has now been 16 months and the application has yet to be operational. I send a letter a few months ago to the company and did not even receive a response. I called the company only to be told that the application will be up soon and that they are still working on it. I purchased these cros aids believing that I would have the full use of the phone app within a month of purchase. I am totally dissatisfied with Phonak and their services. I have several friends who also wear hearing aids (from another manufacturer) and do have the use of the phone app and are quite pleased.Phonak Response
10/06/2022
Thank you for sharing this information with us. I apologize for any inconvenience this situation has caused you. I am not sure where the original information you received about this particular functionality came from, but up to this time we have never published a specific release date for it. However, I fully understand that does not solve your issue. As we have your contact information from other correspondence you recently had with our company, I have reached out to you by another channel. My goal is to discuss the situation with you to see if we can find a way forward to help you get what you need, prior to this functionality being directly available in the app. Thank you.Sonova ***************************Review from Mary J
1 star07/30/2022
Problems with the sound wheel on hearing aid. The wheel comes off. I have had to return the aid for repair about five times. The wheel must be defective.Phonak Response
08/01/2022
I have reached out to ****************** by email requesting more information to identify her particular hearing aids. As soon as I have that I will look into this further and figure out how we can best help her get this resolved.************ - Phonak Consumer SupportPhonak Response
08/09/2022
We have serviced this hearing aid again and returned it to ******* hearing healthcare provider on August 4. The service included special attention to the issue with the volume control wheel and we had one of our production customer response staff audiologists do an extra inspection of this unit prior to shipping. We hope this addresses the issue. We do apologize for any inconvenience.************ - Phonak Consumer SupportReview from Starla T
5 stars03/28/2022
I have used Phonak for years for assistive tech devices for students.We have not been disappointed in the products or service.Phonak Response
03/29/2022
Thank you so much for sharing your positive experience with Phonak products, it is great to hear that it all has been working well for you and your students.Sincerely,The Phonak Consumer Team
Customer Review Rating
1.8/5stars
Average of 10 Customer Reviews
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