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Cochlear Nucleus 8

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@Deaf_piper said:

The app tells me the firmware is all up to date.

They haven’t released a firmware in the app yet. they are doing the tried and true method of updating the firmware in in the mapping software..

I spent just over an hour in at the Cochlear clinic this morning with my streaming issues and my N8. So it appears my N8 might be faulty.
@ssa i asked about a firmware update, could this be the problem. I got told no… They still didn’t do a mapping :woman_shrugging:. My N8 is going back to Sydney. So I’m back wearing my N7, until my N8 is sorted. At least I can still hear….

It’s been over a month now and I’ve heard nothing from Cochlear re my N8… Yesterday I got fed up and emailed the Care Center asking them what’s happening with my N8. The return email was “I don’t know, but I’ll email Sydney and find out. Late yesterday I got another email from them saying Sydney forgot to post it to the Care center.

It’s been sitting in a postage bag in Sydney for over a month and no one thought to actually post it to Melbourne. I got another email when I got out of bed this morning, telling me that it was being overnighted to the Care Center. A second email this morning saying it’s arrived at long last. With an appointment for it to be fitted in 2 weeks time!

I’m most unimpressed with Cochlear Australia. Very poor customer relations.

@Deaf_piper said:

I’m most unimpressed with Cochlear Australia. Very poor customer relations

That’s a real bummer, having it sit there for a month. That’s the opposite experience to mine with Cochlear Australia, though. When I was having problems with my N7 fitting & programming, Cochlear Australia sent an engineer to the audiology appointment & spent an hour going through fine settings that were not ordinarily available to the audiologist. Mind you, the audiologist was physically located 100m away from the Cochlear Australia building.

I had a very similar response as you with my original N7 processor. But this experience has left a sour taste in my mouth.

In reply to @Deaf_piper

@Deaf_piper said:

It’s been sitting in a postage bag in Sydney for over a month and no one thought to actually post it to Melbourne.

Is this a postage or Cochlear issue?

When you called Cochlear things happened quickly.

Cochlear America has been nothing but great for me. A K2 was replaced within a few days. It arrived at my home programmed and ready to use. I do use the Chat to communicate with Cochlear America.

Rick my processor sat in Cochlear Sydney (head office) and no one thought to post it to Melbourne. It just got forgotten about.

Cochlear Australia have also been great until they decided to cut expenditure. So no more Overnighting supply orders with couriers, this got cut, except for emergencies. They now use Australia Post and they are bad… It took 2 weeks from Sydney to my address.

Sheryl, that explains it well, thanks.

Sorry for the long N8 wait. Maybe a call or message from you earlier might have helped.
Not throwing blame around. Just thinking out loud.

Rick yes I agree it would have helped. But when I left it with my neither of us knew if it would be replaced or repaired. I’ve never had to send one away for either repairs/replacement before.

@MickeyCee I did send Sydney an email of complaint, this is the response I got from them!!! GRRRR

“I apologise firstly for the delay, unfortunately we’ve had some backorders and along with them processing times have been extended due to this.”

I copied and pasted that response… But what a load of codswallop…

In reply to @Deaf_piper

Thankfully you had your N7 for backup and your Resound hearing aid but I totally understand the big delay not being acceptable for . This is not a hearing aid for someone with a random hearing loss. It’s for a deaf person.

I really hope your case will not become the normal for Cochlear Australia.

You know its not always the case, but everyone ( implant makers) love you when you’re buying in for the first time spending BIG bucks through medicare, out of pocket, other insurance, etc. for your first cochlear implant. Then once you’ve paid out $50,000 to $80,000 for a CI and completed your testing/learning curve, support service down the road can drop and in the case of Deaf_piper - drop severely,

Yea everyone’s your best friend when Big Dollars are involved, but when you need urgent service, repair work or replacement parts, etc., down the road - your best friend might not be so friendly.

I’ve had my new N8 now for a week now, and I’m still getting used to it. My just copied my N7 map across onto my N8 processor. I go back in a months time for my annual check and mapping. My Nucleus Smart app doesn’t look right to me? It looks different to what I remember. @ssa does your look the same? Isn’t it meant to have an automatic forward focus scan?

IMG_7422

@Deaf_piper said:

@ssa does your look the same? Isn’t it meant to have an automatic forward focus scan?

Yes and no if you copied over your n7 map like i did but you need to have the audiologist program it to have automatic FF. My nucleus Smart app is different now because of the Automatic FF and the new hearing aid pairing capability

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