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Phonak Ultra upgrade - how do we feel about it?

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Edited
@Professor said:

Does the Audi need additional training from Phonak for upgrading the software to Ultra?

Probably no? I have just done it myself, simply I launched the Target software, updated it, and then when I went to the list of my fittings, I was notified about a possible update. Then there was a few mouse clicks. That’s all.

@Professor said:

Is it worth going to another Audi and pay for the upgrade since I wouldn’t have a service agreement with her, unlike in the case with my current Audi?

It’s free upgrade. You should not paying for it. The improvements are mainly in the Spheric program, although in my case I have more headroom for maximum P receiver output - from ~3200 Hz (slightly) to 9600 Hz (even 11 “” more than before firmware upgrade).

I bought my Phonak Audéo Infinio Sphere i90s back in February. When the Ultra version was announced, Injoy Hearing told me I could send my current aids to Kansas City for a $495 firmware upgrade, saying it was the only way to get on the new platform.

I’d read some chatter about early-run i90s possibly being incompatible with the new firmware, and my rep agreed — saying the only way to be sure was to buy a new pair of i90 Ultras, since he hadn’t yet heard feedback from the first few customers trying the update.

So I went ahead and bought a new set for several thousand dollars.

A week later, Phonak confirmed right here on HearingTracker that the Ultra platform is a software/firmware update for existing Infinio and Infinio Sphere aids — not new hardware.

Now Injoy says I can do the upgrade for $395, use the “new” pair temporarily, and then get refunded once my originals return.

Anyone else seeing these kinds of charges or mixed messages?

In joy hearing is an online store that sells aids cheaper than an audiologist office because they don’t offer onsite services. Hence it makes sense that they charge for something that was not part of the product sold. A local audiologist can charge $1000+ in advance , include that in the price of the aids , and provide local service . So it is not that you get the firmware for free, you paid for the service in advance when you bought the aids.

Something to be aware when you buy devices online.

Or you can pay $150 for a Noahlink Wireless, get the software here on the forum and do the upgrade yourself. I takes about 7 or 8 minutes to download and install the upgrade..

In reply to @OcramSagev

@OcramSagev said:

Hence it makes sense that they charge for something that was not part of the product sold

Say what, that’s nonsense, no way in the world can or should they charge for a free firmware update from Phonak, no way is 5- 7min time worth it, please stop saying it’s ok, it’s simply not ok, no matter how you try to hide it with other “services” or whatever, it’s simply unethical practices!

@OcramSagev said:

Something to be aware when you buy devices online.

Again this is not “something to be aware of” just because you buy online, that’s just a lame reason to give out to people, it’s “not ok” for this behaviour from any clinic and a good way is to name and shame so people know to steer clear of those that do things like this!

An audiologist’s time is valuable, and I don’t agree that experts should be required to provide services for free. And no, I will not stop saying that. It is not unethical to charge for services. We disagree on that. I may disagree with the amount charged but I don’t expect anyone to do things for free.
No, I don’t believe in telling people to stop saying something in this forum – it’s a collaborative space where we share our opinions respectfully.

Would they have charged that if it were just an ordinary (not named, just a firmware number) update? It goes back to the reason I started this thread. Blurring of boundaries, introducing a new way of doing things with no clear direction on what the consumer can expect. Should Phonak even sell hearing aids to providers who aren’t prepared to update/upgrade their clients’ devices for every update released?

In reply to @OcramSagev

Well yes of course your free to express your opinion, mine is I don’t think by doing a firmware update 5-10min is something that should be charged for, it’s part of the service,not a separate thing that can be charged for, you won’t find it in any contract or agreement from any clinic and any manufacturer would expect it to be done without charge,as in no RRP, I think your seeing this the wrong way, like you’d be happy to have a , dome, or disposable battery, receiver change charged to you as well, ya know it only takes a few minutes, but hey their time isn’t free right..

In reply to @d_Wooluf

@d_Wooluf said:

Should Phonak even sell hearing aids to providers who aren’t prepared to update/upgrade their clients’ devices for every update released?

Yeah food for thought, but I wouldn’t expect that, I think if a clinic actually refused because a client refused to pay a charge, Sonova would ask that clinic to reconsider..

Does anyone have an example of an aid manufacturer supporting an end user by compelling an audiology practice to do anything? That doesn’t seem to be how this industry operates.

In reply to @user490

Hang on, but that’s exactly how it works, if you don’t toe the line so to speak you don’t get the goodies, like every other cartel/monopoly industry! Yeah so if a clinic wants to sell Sonova products then they have to sign contracts and be “approved seller” not everyone makes the cut..

That doesn’t mean the approved seller is compelled to do much. That’s possible left up to the licensure.

Pros here have signed these agreements. What is required from a service to the end user perspective?

Edited

We need some in the business to comment as we can only speculate. Car dealers can do what they want and the manufacturer usually does little other than tell you to go to another dealer. At least automakers have a lot of compliance requirements in many countries. Hearing aid manufacturers seem even more removed. If there is not a recall good luck. You can’t even take the warranty to any dealer. It’s consumer unfriendly. Pricing transparency is terrible. And so on.

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