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Phonak Ultra upgrade - how do we feel about it?

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I’m wondering about the marketing and ethics angles. So, there’s a hardware platform that’s been around for over a year. Phonak give it new firmware- not just the usual bug fixes but apparently new functionality- and give it a new name.

We might applaud Phonak for looking after their Audeo users or we might wonder if the Ultra “upgrade” was possible from the very beginning but has been held back by Phonak for commercial reasons. We have a new model bringing with it an opportunity for a fresh marketing campaign, but with no hardware development costs. There’s also the issue of audiologists charging users to install the update. That wouldn’t be an issue if it were just a normal firmware update. One user on this forum was quoted $495 US. If that user declines to pay, does that mean they get no further firmware upgrades? Presumably, all firmware updates from this point will be for the Ultra.

If the update was possible from the very beginning, customers have spent a year with a sub-optimal experience. So, are Phonak looking after their customers or are they herding us like they’re a team of well-trained border collies and we’re a flock of merinos?

53 people in this conversation84 min readJump to latest

I don’t see any negatives here and applaud Phonak for improving an existing product.

Ongoing feature and performance upgrades have been the norm for smartphones and other electronics for a long time.

I’m glad at least one hearing aid manufacturer is catching on and I’m hoping the others will follow.

To me, as long as Phonak is the only one doing this, it’s a strong argument to pick them over the other manufacturers.

I don’t see anything malicious about this. They simply poured more R&D dollars into their product and now it’s better than before.

That’s great for their customers!

@d_Wooluf said:

There’s also the issue of audiologists charging users to install the update. That wouldn’t be an issue if it were just a normal firmware update. One user on this forum was quoted $495 US.

No way is this correct, the clinic cannot “charge” for this firmware update, it’s FREE of charge and given out by Sonova to the clinic’s through the target software, it’s never been a “charge” for firmware updates, never heard of anyone having to pay, most Apps give firmware updates, not like they’ll be asking for your credit card details to make payment!

Any member who’s asked to pay for this should complain to Sonova and name them here so others know to avoid them.

Yeah, charging such a high price is bad, no question about that.

But that’s not Phonak doing that.

And if the customer didn’t pay for ongoing service upfront, then maybe a reasonable fee to cover the clinic’s time would be OK.

I thought about this overnight. I wonder if the person getting charged $495 for the firmware update doesn’t have a service plan with their hearing aids and they elected to “pay as you go” for clinic appointments.

Otherwise, they shouldn’t have to pay.

Jordan

I agree with @JordanK . Audiologists need to be paid for their time. Whether the amount is reasonable is a value judgement and we don’t know the situation.

In reply to @tenkan

Will Sonova care though and is it an update or is it an upgrade or is it a brand new product? One audiologist has clearly made their own decision on that and it’s unlikely they’re going to be the only one.

Example: A few chains in Australia offer one year of full support and three years of warranty support. In the past, a firmware update was usually presumed to fix existing problems therefore (you’d think) would be covered under warranty support even after the first year.

What would you class the Ultra update as? Covered in original purchase price or not? If not, will the pre-Ultra aids receive firmware updates in a separate stream from the Ultra? Example: if the promised update ever eventuates, will that apply to both the Ultra and pre-Ultra models?

The way the whole thing was presented and relayed to us through the various influencers was that it was like Christmas had come early. I’m suggesting the possiblility that it’s not that simple.

In reply to @JordanK

$495 for something the receptionist could do in ten minutes while taking phone calls? That doesn’t sound like pay-as-you-go. It sounds like an upgrade fee. I do get that new functionality might mean more problems to iron out down the track.

Definitely agree that it is seemingly intentionally confusing. Although I would consider a $495 fee for a firmware update outrageous audiologists are pretty much free to charge what they want and much of businesses’ profits are based on confusing the customer unfortunately.

@d_Wooluf said:

So, are Phonak looking after their customers or are they herding us like they’re a team of well-trained border collies and we’re a flock of merinos?

Love this comment.

This update reminds me a little of the Marvel firmware update years ago. It went over very well IMO. I think Marvel was a huge success for Phonak. Maybe Phonak is trying to repeat that scenario with Infineo.

I’m not impressed that they are touting this as a new product. I decided when the Infinios with came out that I would stick with my KS10 Marvels and wait for the next model when they had slimmed them down, possibly by putting the two processors onto one die and AI had matured a bit. As they have a two year product cycle I was surprised when I read there was a new model. But this isn’t it.

I guess I will find out what my audiologist believes is better for me on November 3rd. At this time I am thinking about jumping ship and leaving Oticon behind and going for Phonak. There are several reasons. Oticon Zeal sounds great but Oticon left my needs without any chance to wear aids again. And after watching Dr Cliff’s review of the Myphonak app, I am liking what I saw. Granted my Oticon INTENT1 aids are great and I don’t even need the companion app as I only have the default program and most times that is all I need. But there are those rare times I would like to fine-tune my aids. I still have issues with individuals that English is not thir primary language. I still have trouble with soft talkers and women with high frequency voices. Also if my audiologist tells me he prefers the Phonak Sphere for me I am willing to say okay. But I am concerned about having to get all new added devices like the Roger microphone and TV streamer.

It’s not a new platform, it’s just software/firmware and this what @philbury is trying to say, and your right a new platform will be due 2026, I just hope they don’t try dragging this out til a later date because of “Ultra”

In reply to @philbury

I jumped from KS10s to Infinio Spheres and upgraded to Ultra last week. The difference is sensational particularly in noise. The size difference to me is not noticeable comfort wise. A separate processor for the is a step forward. The battery life alone on the Infios blows me away (was better before Ultra, is stupidly better since). I use my KS10s as backup now for when cycling but I cannot wait to put the Infinios back on.

In reply to @PeterH

This is the main answer. The upgrade takes less than 7 minutes. It is easy to apply. If you are going to be charged silly money buy the device (Noahlink 2) and get the software (its available on this very forum if you look for it).

Noahlink Wireless 2 Bluetooth 5.3 Digital Hearing Aid Programmer (USB-C) |...50

Noahlink Wireless is a programming interface based on the Bluetooth Low Energy () 5.3 standard. This means that Noahlink Wireless can provide completely wireless programming between your computer and BLE enabled hearing instruments. Important: Do...

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