Hearing aids are sophisticated pieces of technology designed to improve your quality of life by reconnecting you with the sounds of the world. However, like any electronic device, they may occasionally require troubleshooting or professional support to ensure they are functioning at their best. Whether you are experiencing a technical glitch or simply need guidance on how to use a specific feature, knowing how to access help and perform basic maintenance is essential. This guide provides a comprehensive overview of how to contact support and solve the most frequent issues users encounter with their hearing devices.
How to Contact Customer Support
If you have tried basic troubleshooting and your device still isn’t performing correctly, reaching out to the manufacturer’s support team is the next step. The support staff is trained to help you with everything from technical repairs to fine-tuning the sound settings for your specific environment. Having your device and account information ready before you call will help the process go more smoothly.
Contact by Phone
The most direct way to get assistance is by calling the dedicated support line. You can reach a representative at 1-800-918-3938. Support hours are typically Monday through Friday, from 8:00 AM to 4:30 PM Central Time. When calling, it is helpful to be in a quiet place where you can hear the representative clearly and have your hearing aids nearby so you can perform any suggested tests in real-time.
Email and Online Support
For non-urgent questions or if you prefer written communication, you can send an email to [email protected]. This is a great option for sending photos of a physical issue or asking for clarification on a manual. Additionally, the official website often features a contact form or a support ticket system where you can describe your issue and receive a response via email. Most inquiries are addressed within one to two business days.
Preparing for Your Support Request
To receive the fastest service, make sure you have the following information available: your order number, the model of your hearing aid (such as the VOLT, AIR, or NEO), and a clear description of the problem. For instance, instead of saying “it doesn’t work,” specify if there is no sound at all, if the sound is distorted, or if the device is whistling. This allows the technician to narrow down the cause immediately.
Troubleshooting Common Hearing Aid Problems
Many issues that seem like major malfunctions can actually be solved at home with a few simple steps. Before sending your device in for repair, try these common fixes to see if you can restore sound quality yourself.
What to Do When There Is No Sound
The most common complaint is a device that produces no sound at all. In many cases, this is caused by a simple blockage or a power issue. First, check the battery. If you use disposable batteries, ensure they are fresh and inserted with the correct polarity. If your device is rechargeable, ensure it was properly seated in the charging base and that the base was plugged in.
If power is not the issue, the culprit is likely earwax. Earwax is the leading cause of hearing aid failure. Check the wax guard (the small filter at the tip of the device) and the dome. If the wax guard looks yellow or clogged, replace it with a new one. Even a tiny amount of wax can completely block the sound from entering your ear canal.
Fixing Whistling and Feedback
Whistling, also known as feedback, occurs when sound that has already been amplified leaks out of the ear and is picked up again by the microphone. This creates a high-pitched loop. To fix this, first ensure that the hearing aid is inserted correctly and fits snugly in your ear. If the dome is too small for your ear canal, sound will leak out and cause whistling.
If the fit is correct but the whistling persists, check the volume. If the volume is set too high, it can trigger feedback. Additionally, check for physical obstructions. If you wear a hat, glasses, or have long hair touching the device, it can bounce the sound back into the microphone. Finally, check your ears for excess wax buildup, as sound can bounce off a wall of wax in the ear canal and cause the device to whistle.
Improving Distorted or Weak Sound
If the sound is present but seems “fuzzy,” weak, or distorted, moisture may be the problem. Hearing aids are exposed to sweat and humidity daily, which can affect the internal circuitry. Try placing your hearing aids in a dedicated dehumidifier or a drying jar overnight. This often clears up sound quality issues caused by internal dampness.
Another reason for weak sound is a clogged microphone port. Use a small cleaning brush to gently clear away any dust or debris from the microphone openings on the outside of the device. If these ports are blocked, the hearing aid cannot “hear” the environment to amplify it for you.
Routine Maintenance and Cleaning
Consistent maintenance is the best way to prevent the need for support calls. By spending a few minutes each day caring for your devices, you can extend their lifespan and ensure they provide clear sound consistently. Always handle your hearing aids with clean, dry hands and avoid using water or cleaning solvents, which can damage the electronics.
Daily Cleaning Steps
Every night when you take your hearing aids out, wipe them down with a soft, dry cloth to remove oils and moisture. Use the provided cleaning tool or a small brush to clear any visible wax from the dome and the wax guard. If your device has a tube, check for any moisture droplets inside the tubing and use an air puffer to clear them if necessary.
Replacing Parts Regularly
Certain parts of your hearing aid are designed to be replaced periodically. Domes should typically be replaced every one to two months, or sooner if they become stiff or discolored. Wax guards should be replaced whenever you notice a decrease in sound quality or see visible blockage. Keeping a fresh supply of these accessories ensures you are never without your hearing assistance.
Managing App and Connectivity Issues
For modern Bluetooth-enabled hearing aids, issues may sometimes arise with the mobile app or the connection to your smartphone. If your app is not recognizing your hearing aids, the first step is to turn your phone’s Bluetooth off and then back on again. You can also try restarting your phone and the hearing aids themselves.
If connectivity problems persist, you may need to “forget” the devices in your phone’s Bluetooth settings and pair them again from scratch. Ensure that the app is updated to the latest version, as software updates often include bug fixes for connectivity. If you still cannot connect, the support team can guide you through a factory reset of the devices.
When to Seek a Professional Repair
While home troubleshooting can fix many problems, some issues require professional intervention. If the casing of your hearing aid is cracked, if the battery door is broken, or if the internal components have been submerged in water, do not attempt to fix it yourself. Contact the support team to discuss the repair process. Most devices come with a limited warranty that covers manufacturing defects. If your device is out of warranty, the support team can provide a quote for the repair or suggest upgrade options that may be more cost-effective than fixing an older model.
Taking care of your hearing aids is a partnership between you and the support resources available. By staying proactive with cleaning and knowing who to call when things go wrong, you can ensure that your hearing journey remains clear and frustration-free. If you found this guide helpful, consider exploring our other articles on hearing health and assistive technology maintenance.