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Awful experience with WIDEX

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I’ve bough my hearing aids in Miami but i live in Caracas Venezuela, I asked before buying if there were technical service in my city and they said yes. So I bought them with a 3 year global combo repair & L&D warranty ( listed as 3YCOMBORLD in my invoice) valid until 7/20/27

The P-receiver PR3R V2 stopped working. I communicated with widex authorised agent in Caracas (Aural centros auditivos) and they refused to honour the service covered in my 3YCOMBORLD package, they said i would have to pay 84.32 USD for technical revision in order to check if there were a factory defects covered by warranty or buy a new one for 260 USD (as i could change it myself).

I wrote to widex global and finally they gave me a receiver replacement but refused to honour the service package. They told me I would have to pay any technical check, maintenance, or so in Venezuela. They said the “global” package is only valid in the USA. This is not what they told me at the moment of purchase, when i clearly stated i live in Caracas and needed to have the service covered there.

In Caracas the customer service was awful, they took long time to respond after asking twice by WhatsApp, they didn’t answer clearly my question regarding the receiver but tried to make me pay an appointment for audiology, sell me preventive technical service (despite I had warranty). I feel like someone is trying to rip me off. They even refused to connect the new receiver to my hearing aid (fortunately is made so the user can do so) and gave it to me in a box ,after more than 20 minutes waiting time. I’m 92 years old, I believe deserve some respect.

Welcome to the forum.

Pardon for saying this, but are you surprised about bad service in Caracas? It’s the norm, not the exception. I’ve heard similar stories from people who buy computers/phones in the US and take them to Venezuela. It is very unlikely that whoever sold you the aids in the US has any clue how things work in Caracas. I wouldn’t blame this on Widex but on the person who made the sale.

For those that are not familiar with the situation in Venezuela, when you buy something outside of the country, you buy a bunch of parts for it because shortages and bad services are extremely common, and sales ethics are almost non-existent.

I’m going to contact a couple of buddies/panas down there to see if they know someone that can help. If I hear anything, I’ll send you a message.

Saludos a mi querida Caracas! Creci alli, en Cumbres de Curumo.

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