Simplify the Digital Hearing Aid Experience: Questions
to Ask Before Purchasing
by Henry Smith
Purchasing a digital hearing aid is an important step in obtaining
increased quality of life for people with hearing loss. There are many
things to consider when deciding on the right hearing aid, such as brand,
quality and price, but one of the most important considerations is the
quality of the hearing aid provider, and the level of customer service it
offers to clients throughout the life of the digital hearing aid.
Accept Nothing Less than the Best Customer Service
We have all dealt with the pain of poor customer service at some time
in our lives. A quality product can quickly turn into a hassle if the
provider does not offer consistently fair and reliable service. This is
especially true with products that influence and affect daily living as
much as a digital hearing aid. It is essential that you understand the
level of service that can be expected of a hearing aid provider before you
purchase, rather than face an unpleasant surprise later because you did
not do your research.
First, it is important to understand the ultimate goal of the customer
service department of a potential hearing aid provider. It seems obvious
that a customer support department should exist solely to provide support
to potential and current customers that have issues that need to be
resolved or questions about digital hearing aid products. Unfortunately,
many providers pay their customer service and sales departments based on
commission, and the reps' motives often change from providing the client
with the right product and service for his or her needs to upselling the
client to ensure he or she purchases the most expensive digital hearing
aid. Ask the hearing aid provider that you are considering purchasing from
how it compensates its employees to ensure that you are getting the
appropriate product for your needs instead of the product that will make
the rep the most money.
Make Sure "Money-Back Guarantee" Really Means Money Back
A reputable hearing aid provider will provide guarantees to clients to
assure them that it believes in the quality of its products and that
clients have a course of action to follow if they are ever unsatisfied. It
is important to ask potential hearing aid providers if they offer a trial
period, how long the trial period lasts, and what is required to obtain a
refund if unsatisfied with the digital hearing aid. A quality hearing aid
provider will have a "no questions asked" policy during the trial period
and allow its clients to return the product in the box for a full refund
with no further explanation needed. It is crucial to find out exactly what
is entailed in a money-back guarantee because many providers ask endless
questions before fulfilling the requested return or require clients to
wait an extended period of time for processing. Reputable digital hearing
aid providers credit a customer's account the same day that they receive
the returned product.
Another important element when evaluating quality guarantees is the
manufacturer's warranty. Ask potential providers what types of damage
their warranties cover and for what length of time. Make sure that you
read the fine print! A quality warranty, backed by a reputable hearing aid
provider, should cover every type of damage but loss. The beauty of
choosing a digital hearing aid manufacturer that is also the provider is
that you are going straight to the source with your issues. Traditionally,
if you purchased a hearing aid from a local provider and it got damaged,
you had to take it in for a damage assessment. Nine times out of ten, the
provider may have the skills to repair it, but if the damage requires more
extensive repair, it has to send the hearing aid to the factory to be
fixed. The factory has anywhere from three days to a week to fix it and
ship it back to the provider. Then, the client has to return to the local
provider to pick it up. With an online manufacturer and hearing aid
provider, if a dog chews up a customer's digital hearing aid, the customer
ships it straight to the manufacturer, who can have it fixed and shipped
back to the customer's home in as little as three days.
Finally, ask for any explanation of fees or charges that may be
assessed by a hearing aid provider during the course of doing business
with them. When dealing with returns, it is the industry standard to
charge a restocking fee, sometimes as much as 10% of the total sale, which
could be upwards of five hundred dollars. Also, ask if you are responsible
for shipping charges for returns, repairs and exchanges. These types of
fees can add up over time and should not be the responsibility of the
client.
Choose a Hearing Aid Provider that Manufactures Its Own Products
In addition to the warranty perks, there are additional product
benefits of buying a digital hearing aid straight from an online
manufacturer. Things that were traditionally impossible for local dealers
are done every day by online hearing aid manufacturers. Traditionally, if
a client went to a local hearing aid provider with a custom digital
hearing aid fit request, most providers would look at their limited spec
sheets from the manufacturers that they represent and tell them that none
of their manufacturers offer that style or fit. An online manufacturer and
provider is only inhibited by the shape of the client's ear and can tailor
designs and manufacture custom digital hearing aids for special cases.
These providers are not stifled by what is shown on a spec sheet from
outside manufacturers.
Ask the provider about its upgrade policy. The best hearing aid
providers will offer upgrades to existing clients' aids, adding the newest
technology to the outdated aid for a fee less than the cost of a brand new
digital hearing aid.
Conclusion
Researching the type of digital hearing aid that fits your needs best
is just the first in many steps to a hassle-free hearing aid purchase
experience. Your interaction with the hearing aid provider will last far
longer than the initial purchase, so it is essential that you ask key
questions to ensure that it offers the level of service that you require
during the life of the digital hearing aid.
About the Author
Henry Smith, a 26-year veteran in the hearing aid industry, is the
founder of America Hears, a leading manufacturer and distributor of
hearing aids online. Henry started the company in 1979, following a
15-year career at the Pennsylvania School of the Deaf, including his work
as an Acoustic Technician. Henry is a pioneer in the use of computers and
the Internet to allow customers to have a hands-on approach to the tuning
and adjusting of their digital hearing aids. He strives to be
customer-centric in all aspects of his work.
