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Problem getting Phonak cShells

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I wonder if anyone else is having a problem getting Phonak to send the correct cShells. Back in early August when the Spheres were released we ordered the Spheres together with an M receiver in the left ear and a P receiver in the right ear. These were to be made based on the serial numbers on the cShells which were purchased a little over 12 months ago. After a few weeks delay the audi checked with Phonak concerning the delay. We were told that they could not fit the P receiver in a slimtip. We responded that we did not want a slimtip but had ordered cShells. A couple of weeks later we received cShells but the P receiver was in the left ear and the M receiver was in the right ear, just opposite of what was ordered and which should have been apparent from the . These were returned. A few weeks (about three) we received the new cShells but they had M receivers in both ears. I decided to live with that since I didn’t want to return them and be without the sphears again. I requested the audiologist to order a single right side cShell with a P receiver which they did. After a couple of weeks we received the new package from Phonak which was a right side shell with no receiver. So we have been going back and forth with Phonak since August to just get a right side cShell with a P receiver. I wonder if they have hired some temporary help to help with the influx of orders resulting from the release of the new Spheres. Has anybody else had similar problems. We still don’t have a right side cShell with a P receiver.

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Wow sounds like a bit of psychological abuse ; ) but yeah seriously I’d be very concerned about this, I hope the actual molds are a good fit at least!

@Michael_Phonak Update: almost three weeks later and I still have not received the cShell even after the audiologist contacted their rep. Is there a problem in the mold production? Can’t keep up with the demand because of the Sphears?

Yikes! I was considering ordering Phonak cShells, but it sounds like their production operation is totally screwed up. :frowning_face: Sounds like grounds for firing those involved. Three strikes and you’re out, etc. But they’ve whiffed four or five times, at least.

In reply to @raylock1

I haven’t had trouble where I am, but I understand that there may have been a production relocation which has been impacting custom tips in America. Should smooth out in a bit of time, but probably pretty frustrating for everyone involved right now.

@Neville said:

I understand that there may have been a production relocation which has been impacting custom tips in America.

@Neville Thanks for the heads up. I am guessing the new facility is having some start up issues. Not a good look for their customers.

Sonova opens new operations facility serving Americas region4

@Michael_Phonak said:

I am absolutely not in the position to answer general questions I’m afraid.

@Michael_Phonak I understand, but just wanted to bring this to your attention. That was probably unnecessary as I am certain that you are well aware of any problems with the new facility. Just sharing my frustration.

I suspect that some of the US is being serviced by the new facility in Mexicali Mexico.

In reply to @Bimodal_user

I live 2 miles from that location.
Phonak used to be the name on the building.

I’ve really enjoyed hearing how others have had good conversations and learned well from Phonak in other markets.

I’ve had hearing aids for over 20 years. 1 widex, and 3 pairs of Phonaks. Most recently Phonak Audeo Paradise P90R’s.

While we are talking, I would really like to find a really good audiologist nearby.

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