David E. C.
I recently had an issue with Lumiear
I recently had an issue with Lumiear, but I believe the seniorlist.com said it best. LumiEar markets itself as an accessible newcomer to the hearing aid market. Its ads focus on comfort and discretion, arguing that its devices are small and create natural sounds clearly and without distortion. After testing LumiEar’s hearing aids, we weren’t as impressed by the charging speed or sound quality as the company predicted. Many users report muffled sounds and failed devices within a few months of ownership. The technology, however, is not the main drawback of LumiEar devices. As many online reviews have noted, the reason to stay clear of LumiEar is its customer service. The company has no listed phone number, which is unheard of for a manufacturer of safety-critical devices a lot of users will have questions about. The only way to contact the company is by email. As one reviewer notes, “[I] have never dealt with a company that has no customer service and no phone number.” LumiEar is slow to respond to requests — if it responds at all — and many users say they have returned devices and never received a refund, or received only one communication before the company went silent. Long delivery times and average-at-best hearing aid technology aside, it’s the consumer-hostile company practices that earn LumiEar a spot on our hearing aid hit list. Sadly, your canned reply is not true. In May 2024, I sent two emails regarding my purchase of Lumiear hearing aids and both times I received the same reply of "Lumi Ear Customer Support is currently receiving a high number of requests, so please allow up to 48 hours for a response." and no one ever got back to me.
Response from LumiEarJul 3, 2024
Dear Mr. Cook, Thank you for taking the time to provide your feedback regarding your recent experience with LumiEar. We sincerely regret that your experience did not meet your expectations and want to address your concerns comprehensively. Firstly, we apologize for any inconvenience you may have experienced with our products and services. We strive to provide high-quality hearing aids and exceptional customer service to all our clients. Customer Service Availability: We understand your frustration regarding our customer service channels. While it is true that we primarily use email for customer service, this is to ensure a documented and traceable communication process for all our clients. However, we are continuously working to improve our response times and overall service quality. Please note that we have been in regular communication with you regarding your concerns and have always aimed to address your issues promptly. Refund Policy: Regarding the refund policy, we assure you that LumiEar has always honored valid refund requests as per our policy guidelines. We have no record of unresolved refund requests from our customers, which suggests a potential misunderstanding. Product Usage and Maintenance: In your review, you mentioned issues with the sound quality and device performance. It's important to note that the proper maintenance of hearing aids is crucial to their performance and longevity. Corrosion is typically a result of improper care and maintenance, which is outlined in our user manual. Hearing aids, like all electronic devices, especially with rechargeable batteries, require regular cleaning to prevent damage from earwax and debris. The improper care was noted in the images you submitted. However, repeated issues related to user maintenance cannot be covered under the manufacturer’s defect warranty. Feedback and Improvement: We value your feedback and take it seriously. Your input helps us identify areas for improvement, both in our products and our services. We will continue to refine our processes to better serve our customers and ensure that experiences like yours are minimized. Thank you again for your feedback. We hope this clarifies our stance and processes. Should you have any further questions or require additional assistance, please do not hesitate to contact us. Best regards, Customer Support Team LumiEar