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My hearing aids were finally ready for pickup after repair (KS10s)

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Edited

I’d posted a while back about charging issues with KS10s and that’d I’d taken them back to Costcos twice in a week for the issue along with no sound in right aid followed by my left aid eventually refusing to charge at all.

Well I finally had the call that they were ready to be picked up after a 4.5 week wait!!! My right hearing aid was returned about 2 weeks ago but I couldn’t pick it up as they were waiting for the left aid and charger to be fixed.

My fitter explained that the wait was unsually long due them being lost in the repair facility. They completely lost my left hearing aid and the charger after it was delivered. She had to battle to get them to replace them since Costcos and and repair facilities system showed they were indeed received but they couldn’t find them at all and didn’t want to admit fault. Originally they said Costcos would have to pay to replace it was eventually agreed that since the loss happened on their facility they would incur the loss as their fault and basically gave me a brand new left hearing aid, brand new charger and instead of charging for a replacement mould they waived that fee too! I’m assuming they mean sonova but I’m not 100% sure.

I do hope my old hearing aid and charger wasn’t sent to someone else by mistake. But I thought I’d update the forum.

The difference is amazing went from Jabra’s that caused sore ears, constant feedback and very little voice recognition to I can hear almost all that’s said and immediate comfort and the soreness is slowly dissipating as the day goes on.

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@hass5744 it was wierdly a long wait and usually it’s only a 2 weeks whenever I’ve had a hearing aid repaired with Costcos before.

I don’t mind the wait though I’m just glad to have them back again. As odd as it sounds I absalutely love the KS10s the 4.5 weeks of wearing the Jabra’s made me realize just how much I used the direct streaming capabilities with KS10s when I had to swap to loudspeaker with Jabra’s for calls was of putting or using headphones . My phone modal isn’t supported by the Jabra’s streaming capabilities Overall I prefer the sound of the KS10s daily, however it was great to try another brand Costcos offer without paying to do so but I never did "fall in love with the Jabra’s like i did with my Phonak brios and KS10s. But I did get to see some of the areas Jabra’s hearing aids excelled in vs the KS10s.

Hopefully I won’t have charging issues for a while crosses fingers.

I’m in a similar situation, using loaner Jabra while my KS10s are serviced (recharge issues).

The sound of and Jabra aids is good, really natural, and I really like their app. Initially I was excited about using a MFI device since I’m an Apple user for home and work but…I miss the easy switching between devices of my KS10s.

Plus I find that the tap control for calls and summoning Siri is equally useful and, apparently, quite ingrained as I spent several days at first instinctively tapping my ears. Most importantly of all, my employers purchased a Roger On mic for me so I’m kinda Team Phonak for a while.

I guess it’s early days for people who have had servicing work to repair the charging issues, but how do people find their refurbished HAs?

Edited

I spoke too soon, woken up to dead hearing aids that refused to charge last night despite supposedly being a brand new charging case and a brand new hearing aids , tried 30 second reboot, tried different plug just incase tried swapping hooks. Just called Costcos and left a msge :angry:

Adding update 3 hours later Costcos called my husband while he was at work despite requesting for them to call my number They finally admitted only 1 of my hearing aids was replaced/repaired that the charger and other hearing aid was my original set to begin with which explains why it failed within 8 hours just like it did before it was supposedly sent it for repair Did it even get sent in I don’t know? The so called story of it was completely lost by sonova and being completely replaced seems suspicious too now at this point as I noticed the charger was my old one there’s a particular mark I had on there underneath. I’m wondering surely if it was repaired it would not have done that immediately upon return my suspicion is they just replaced the cable and block did a quick test charge and saw oh it’s charging nothing’s wrong. The behavior was exactly the same charged ok for a period then quit overnight. They have said that they will replace my charging case in the store.

Quite frankly the service and lying is shocking and leaves a negative view towards Costco’s. I was fortunate my best friend is winging me to Costcos knowing I am lost without sound…I’m debating after this whether I will continue to use Costcos in the future for my hearing aid upgrades. I’d loved them but this last month shows me how poorly things are handled.

@LoubyLou said:

Quite frankly the service and lying is shocking and leaves a negative view towards Costco’s

Likely just that branch. The workaround I heard of involves sending in both aids and charger with Phonak returning parts that have been tested as a matched set.

@prodigyplace said:

The workaround I heard of involves sending in both aids and charger with Phonak returning parts that have been tested as a matched set

I saw the original mention of that, and multiple posters have since repeated it. But it doesn’t make any sense. Can anyone knowledgeable confirm it beyond some Costco employee saying it?

@Dusty said:

But it doesn’t make any sense.

Others found Phonak chargers fit better. To me it appears to be a manufacturing tolerance issue where some combinations do not work well together.

I cannot confirm whether the method you mentioned works @prodigyplace both hearing aids included the charger were supposedly sent back for repair a week apart one for sound problems the other for failing to charge but I let them know both had issues with charging which is why I visited them Twice in one week. I was under the impression they would cycle back through together for the charging issues as a set which is why I was led to believe was causing longer than normal wait for repairs until they called saying my right aid had been fixed 2 weeks ago.

Staff admitted today they only did a minute test charge when they received it and like the previous 3 times prior deemed it to be ok because it lit up…I suggested they should start to do a 2-3 hour test charge before calling their client saying i
whether it’s fixed as that is around the time the failure showed up with mine the prior 3 times I’d visited.

They did indeed completely replace my charger with a brand new one Infront of me now I wait to see if it fully charges my hearing aids or if occurs again we shall see…so far it’s charging but I am watching it carefully.

I’ve never had major issues with the service at Costcos previously and used them for a good 4 years for hearing aids actually encouraged anyone mentioning the cost to approach them. I think I will see whether this becomes an ongoing problem I understand hiccups happen. But to be told 2 different things in less than 24 hours on why I waited so long and then no they aren’t brand new they were never lost has me confused so what really happened. I’ve looked at other stores incase I decide I no longer want to use my nearest one.

You should always write down the serial numbers of you hearing aids so you can check to see if they’re the same ones as you sent in. Unfortunately you can’t trust many people to be honest.

In reply to @redrav585

I had to hunt my paperwork out yesterday morning when I realized they didn’t charge again after I’d picked them up, I only checked the serial after my husband got the call saying they infact didn’t replace the charger of the left aid is when I checked the serial numbers and saw a little mark I had on the base so I admittedly was pissed. I didn’t deal with my usual fitter either yesterday which irks me she’s always been upfront. It was the younger lady again that said they worked fine before I sent them in for repair based on the 4 interactions so far I genuinely don’t like the way she handles things. Which is a pity because I’m usually fine with everyone I meet and Usually open minded.

My KS10s charged perfectly with the brand new charger.

I’ve just collected mine from repair, bidding a fond farewell to my loaner Jabras. The audio at Costco showed me that my have been completely rebuilt - new internals, new receivers, new everything apart from the casings although these too have gone through a clean up.

Sounding great so far. Just paired up with Roger On In and streaming a meeting on my work laptop (Bluetooth is locked down). Sounds awesome too. Yet to try the charger.

@garethjwells said:

new everything apart from the casings although these too have gone through a clean up.

Are you sure, they used the old housing? They wouldn’t normally do that, just replace the whole device is standard practice instead of having a tech guy sit there and change the housing, this is for hygiene reasons (for them)

Yes absolutely always good to get everything sorted and your happy with them regardless ; )

In reply to @redrav585

It’s common for phonak to keep the same serial number on the device for convenience. Even when they replace the whole unit. For a loss replacement, they put an asterisk.

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