George C.
I recently did a review about here.com…
I recently did a review about here.com and here USA and I was very truthful and honest about how pleased I was at that time with the service and my new hearing aids. Unfortunately one of my hearing aids after about a month and a half stopped holding a charge. I was then told that I would have to take it back to hear USA they would send it to the manufacturer for evaluation and at some point send me a new one it is now been about 10 days and I have been without one of my hearing aids which is very frustrating and disconcerting. I will have made four trips down to hear USA once my new hearing aid comes in which cost me my time and my gas because it's about 45 minutes from my home. My feeling the manufacturer has made their problem my problem and that to me is not good customer service. I understand things are made and sometimes they fail I'm okay with that but how they're handling it and making it the customer's problem again is not what you pay for. They need to get some type of an Express procedure to make sure that their customers are not put out. It seems like it's the same old story they talk a good talk in order to get your business but they don't walk the walk once they have your money. Very disappointed very frustrated.
Response from hear.comApr 20, 2023
George, thank you for taking the time to voice your concerns. We are sorry to learn about your negative experience with your hearing aid repair. Unfortunately, if a hearing aid is in need of a repair, we must ship it back to the manufacturer. We do not have control their turnover time but when I emailed you on 4/11, I informed you that your devices were going to be shipped back out in 24-48 hours. After checking the status again, I see that your hearing aid was delivered to your provider on 4/13. I have just emailed your provider to ensure they give you a call to schedule a new fitting appointment. Please do not hesitate to reach out to us if you need anything. Happy hearing! -Sami, Customer Success Team