I just had a call with customer support at Audience. They helped me get hearing aid performance back to new. Additionally, they suggested a follow up to determine if the device needs free replacement. I still can’t hear my car’s turn signal, but don’t need to tell my wife to stop mumbling.
This is my one week update, changing my review from 5 stars to three. I did call back on 8/21/2026 to arrange for replacement hearing aids. I was told that they would be shipped to my home in Puerto Rico. Unfortunately, they are being shipped to my son's home in Pennsylvania. As he will be visiting me when they arrive, it will be at least a month before I get my replacement hearing aids. If I hadn't been told that there would be no problem shipping to Puerto Rico, as I was told with maintenance kits, I would not be as upset.
Response from Audien HearingAug 23, 2026
Hi Arthur,
We are glad to hear that your conversation with our support team helped bring your hearing aid performance back to where it should be. It is also great that a follow-up was arranged to make sure the device is performing properly and to determine whether a replacement may be needed under your coverage.
And we certainly won’t tell your wife about the mumbling! We appreciate your great sense of humor and are happy that you received thorough support while working through the issue. We hope your follow-up gives you even more clarity and gets you back to enjoying the sounds you may have been missing.
Warm regards,
Specialized Care Team
Audien Hearing
GP
Greg P.
Atom X - Not Quite There Yet! :-(
I took advantage of the Trade In discount to purchase the Atom X hearing aids. I had tried the Atom One's a couple years ago and they did not help me, so after researching the new Atom X features, I was excited to give them a try. So I ordered them, getting an $82 discount for sending in the old ones. I liked the fact that the X's had various modes, with bluetooth connectivity to control the volume and mode selection, as well as streaming music and phone connectivity. Took a long time to receive them, they supposedly had issues with their system right after I placed my order. When I received them, every time I tried to use them, one or the other bud would disconnect from the case, rendering the control I wanted useless. When I had my video consultation, they instructed me on the re-pairing process, which was a pain since one or the other bud was constantly dropping. The streaming was not great, cheaper earbuds were much better, and the call quality was a 5 out of 10. Also, I had mild hearing loss in one ear, so these did little to correct it, only made everything sound "tinny". I decided to return them well before the 45 day trial period, and like another reviewer stated, I had to do another video call. The person I was on the call with admitted that their engineers are working on the bluetooth problem. I asked about the amount of credit I would get and he told me that I would get the full price back, which includes the value of the trade-ins I sent back. When Customer Service emailed me they told me that I would only get the discounted price refunded less shipping. I questioned that as I expected to get either the trade-ins back or the amount they gave me, and they refused saying the trade-ins were "final", which makes no sense. So, my advice is, wait until they perfect the bluetooth before you buy them, and if you aren't sure if you are keeping them, do not do the trade-in deal, just sell the old ones on ebay or something. To summarize, they are great at marketing their product, the product itself is OK, but not quite there yet, and once you decide that they aren't for you, the customer service does a 180 and becomes very cold and not helpful. Be careful!!!
Regarding the Audien response. Unless someone is willing to credit me for the trade in Atom One’s, there is no reason for anyone to reach out. It sounds like the response was written by AI and was intended to give the appearance of concern, but the bottom line is the policy is not clear when you place the order, and stating it after the fact does not help. Still no definitive comment about the poor Bluetooth connectivity, they should fix that problem before taking more orders. If my Apple AirPods Pro 3’s can stay connected perfectly literally all day, costing much less than the Atom X’s why can’t Audien make it work?
Response from Audien HearingAug 22, 2026
Hi Greg,
Thank you for taking the time to share such detailed feedback about your Atom X experience. We appreciate you giving the product a genuine opportunity and explaining your concerns with the Bluetooth connectivity, streaming, call quality, and sound profile.
We also understand your concern regarding the refund and the trade-in credit. We want to make sure the details are clearly reviewed and that you receive accurate information regarding the amount eligible for refund.
The video appointment is an important part of our process because it allows our team to review the hearing aids directly, document the concerns, and confirm the appropriate next steps for your return.
One of our Care Specialists will be reaching out to review your refund directly, clarify the trade-in terms, and assist with your return request.
Please provide your order number or order details associated with the email address receiving the messages so we can locate your account and review this further.
Thank you again for your patience and for giving us the opportunity to assist you.
Warm regards,
Specialized Care Team
Audien Hearing
SS
Susan S.
Helpful Representative
The customer service representative was friendly and
helpful. I think she was able to solve my problem.
Response from Audien HearingAug 23, 2026
Hi Susan,
We are glad to hear that your conversation with our representative was both friendly and helpful. It is especially encouraging to know that the troubleshooting and guidance provided appear to have resolved the issue you were experiencing.
Sometimes getting the right support means having someone who takes the time to listen and work through the concern with you. We appreciate you sharing your experience and are happy that you felt well assisted throughout the conversation.
Warm regards,
Specialized Care Team
Audien Hearing
LB
L.B.
Excellent experience
The rep was very helpful with my onboarding call. She was very thorough and answered all of my questions. The was an excellent experience.
Response from Audien HearingAug 20, 2026
Hi L.B.,
We are so glad your onboarding call got you off to such a great start. Having someone take the time to go through everything carefully and answer all your questions can make those first steps with a new hearing aid feel much more comfortable.
It is wonderful to know that you found the experience thorough, helpful, and genuinely positive. We appreciate you sharing your feedback, and we hope you continue feeling confident and comfortable as you get familiar with your hearing aids.
Warm regards,
Specialized Care Team
Audien Hearing
RF
Renea F.
Allen was amazing in explanation and…
Allen was amazing in explanation and more importantly listening to me try to explain what I needed for my father. He has had such a bad experience with hearing aids. Very professional and yet he took a lot of time speaking with me. He put faith back in customer service.
Response from Audien HearingAug 20, 2026
Hi Renea,
This is such a meaningful review, especially knowing that Allen took the time to understand what you were trying to explain about your father rather than simply rushing through the conversation. We understand that finding the right hearing support can be especially important when someone has already had a difficult experience, so having a professional who genuinely listens can make a tremendous difference.
We are incredibly glad Allen was able to give you the time, patience, and reassurance you needed. Hearing that he helped restore your faith in customer service is one of the most powerful compliments we could receive. Your trust means a great deal to our team, and we will make sure Allen knows how much his approach meant to you.
Warm regards,
Specialized Care Team
Audien Hearing
LA
Laurie
Carlos was very helpful and thorough.
Carlos was very helpful and thorough. We went through several system checks for the right aide. He was very patient with me, experienced and walked me though every step of the way. I would definitely recommend Carlo and your company to my friends and family. I was very satisfied with the outcome of my call.
Response from Audien HearingAug 20, 2026
Hi Laurie,
It is wonderful to hear that Carlos stayed with you through each of the system checks and made sure every step was properly covered. Troubleshooting can sometimes take several attempts, so his patience and experience clearly helped make the process feel much easier and more reassuring.
Your recommendation to your friends and family is an incredible compliment. We are especially pleased that you were satisfied with the outcome and felt confident in the support you received throughout the call. We will be sure Carlos knows how much his dedication was appreciated.
Warm regards,
Specialized Care Team
Audien Hearing
JS
John S.
She was listening and very helpful.
She was listening and very helpful.
Response from Audien HearingAug 20, 2026
Hi John,
Sometimes the simplest things can make the biggest difference, and being truly listened to is one of them. We are glad our representative took the time to hear your concerns and provide the assistance you needed without making the conversation feel rushed.
It is wonderful to know that her attentiveness and helpful approach stood out to you. Your brief but meaningful feedback is a great reminder that good customer service starts with listening.
Warm regards,
Specialized Care Team
Audien Hearing
JH
John H.
What’s not to like about shopping at SAFEWAY
What’s not to like about shopping online with SAFEWAY? My selected items are brought to my residence promptly, in pristine condition, and carefully placed by the front door each and every time without fail. THANK YOU KINDLY.
Response from Audien HearingAug 19, 2026
Hello John,
It is wonderful to hear that your Safeway deliveries have been consistently reliable and convenient. Knowing your orders arrive promptly, in excellent condition, and are carefully placed where you expect them is exactly the kind of dependable service customers value.
Thank you for taking the time to share your appreciation!
Warm regards,
Specialized Care Team
Audien Hearing
