Repair is typically right for devices under warranty, under 4 years old, or with isolated damage (cracked tubing, blocked wax guard, moisture exposure). Replacement is better when the device is over 5 years old, has multiple recurring failures, or your hearing loss has changed significantly. Our Patient Care Coordinator assesses your specific situation during the intake process at no cost.

Most manufacturer repairs take 7–14 business days from when the device is received. Speedy Repair options can ship a loaner or replacement device before the original is returned, minimizing your time without hearing. Our team provides tracking information throughout the process.

Most manufacturer warranties cover repair or replacement for 1–3 years from purchase and include protection against manufacturing defects. Many policies also include one-time loss and damage coverage. Our Patient Care Coordinator verifies your specific warranty terms before any costs are incurred — you'll know exactly what's covered before we proceed.

The most common repair causes are: earwax or moisture damage to the receiver or microphone, cracked or hardened earmold tubing, physical impact or drop damage, battery compartment corrosion, and electronic component failure over time. Many of these issues can be prevented with regular professional cleaning and proper storage — see our Cleaning Guide for prevention tips.

Minor issues like blocked wax guards, low battery, loose tubing, and simple Bluetooth pairing problems can often be resolved at home with guidance from our AI assistant. However, internal electronic faults, physical damage, or moisture damage require professional service. Our AI assistant helps distinguish between self-fixable issues and those needing formal repair — use the chat icon in the bottom right to start.

No. Our entire repair and replacement process is designed to be handled remotely. You can start through the AI chat assistant (bottom right icon), by phone, or online. A Patient Care Coordinator will guide you through next steps, and devices are shipped directly to and from our authorized service centers.

If the device is non-repairable, we work with your warranty and insurance coverage to arrange a replacement. Our licensed specialists then remotely fit and program the new device to your current hearing profile, ensuring optimal performance before the case is closed.

The serial number is typically printed inside the battery door, on the back of the device housing, or in the original packaging box. If you cannot locate it, our AI assistant can guide you through the process, or our care team can retrieve it through your patient records on file.