I ordered a pair of Aidion hearing aids, IDI-0221 ITE Model, on-line from their website on November 4, 2020 for $186.00. I received them on November 14, 2020. I delayed opening and testing the hearing devices for 2 weeks due to health issues I was dealing with.
On December 1, 2020 I opened the box and examined the units and the included instructions. The instructions indicated I should wear the units for 1-2 hours a day at first while engaging in regular conversation, watching TV, or performing household tasks to help my ears adapt to the devices. The instructions also indicated that it is common not to notice much of a difference within the first week. After that week, the instructions indicated that regular and outdoor conversations should now be tolerated, and advised to extend the daily use to 5 to 6 hours a day, and further advised to keep usage under 6 hours to allow my ears to adapt slowly. Next, the instructions said I should then introduce my hearing device(s) to quiet outdoor environment such as a park or open space, and advised that as my ears get used to the device to extend the hearing device use to more than 6 hours a day.
As I began using the devices more and more up to the allowable daily use, I cleaned them before installing them each morning, and charged them overnight each day in their designed charger.
On December 21, 2020, when I inserted the right side unit, I noticed it did not produce the sound level amplification it had been producing previously. It sounded very weak and indistinct, so I removed it and examined the sound port to see if there was any blockage or interference, but it was clear. I then checked the charge of the unit and the charging station light was white, indicated the unit was fully charged. I thought perhaps I had an blockage or obstruction in my hearing canal, and spent several hours with ear drops and warm water rinses to see if there was anything preventing full hearing. I noticed that I could hear completely full and clear with the ear, so I went back to the device and inserted it back into its charging port to see if it somehow wasn’t fully charged.
The next morning, December 22, 2020, I inserted the unit again and noticed that its volume was still very weak, even when I cycled the unit through all of its volume levels. I decided that I needed to contact Aidion and report my issue and ask for help.
The operator who answered my call to their help line took my name, address, phone number, and asked me to describe my problem. I told her what was going on, and she asked me what the routing number on the package sent to me was. I found it and read it off to her, and she asked me to wait for a short while. She came back a few minutes later, and told me that the problem was beyond the warranty time of 30 days from receipt of package. She suggested I try another USB charging cord and if that didn’t help to take it to a local hearing aid specialist to see if they could fix the problem.
I did not see any information on their website or on the package or instructions that the hearing units were warranteed for only 30 days. When I made the purchase, on my checkout page from them thanking me for my purchase, there was a hotlink at the bottom entitled “Terms of Service”. When I clicked on that link, I was taken to a new page that said, “404 Page Not Found -The page you requested does not exist.” Below that link was another one entitled “Disclaimer”, with the same response as above. Still another hot link was below that one entitled “Support”, with the same dead end response.
On the next to the last page of the instruction manual included with the shipping box is the “RETURNS AND EXCHANGES POLICY” page. under the “WARRANTY” heading, is the following paragraph:
Your Aidion Hearing Device is covered again defect in materials and workmanship for 1 year from the time you recieve (sp) your order. If our examination has determined that the unit failed due to its parts, materials, or workmanship, we will replace it for free. This warranty does not cover malfunctions due to unusual wear and tear or mistreatment of the hearing device, such as physical shock, excessive wax buildup, or tampering with the instrument all of which would boid the warranty. If you require warranty service, please contact customer service at [email protected]. For 100% coverage of your hearing device against any physical damage or loss you may consider purchasing our extended warranties by contact us at [email protected].
On the last page in the instruction manual there is the “RETURNS AND EXCHANGES POLICY”.
Under the heading “RETURN POLICY” is the following paragraph:
Your satisfaction is guaranteed! If you are not satisfied with your Aidion hearing device, yu have 60 days from the date of purchase to return it for a refund minus the a $99 restocking fee. Aidion Hearing Device requires a minimum trial period of 21 days. This minimum trial period is required because medical studies show that your brain requires about three weeks to adjust to new hearing device. All products MUST include a Return Merchanidse Authorization (RMA) number for proper processing. Products returned without an RMA number will incur a twenty percent (20%) no-REM fee. Please call support at 1-855-680-3749 for an RMA number and specific return instructions. We are available mon-fri 9am – 5pm EST. Please take note that we are unable to honor return requests after 60 days from the date of purchase.
My point in making this report is that Aidion did not honor any of the boilerplate warranty information contained within the user’s manual instructions pamphlet when I called them to report my issue, even though I was within the time limits they specify for warranty service, repair, or replacement. All I got was a help-line person telling me I was too late to receive any warranty support from Aidion, and to try to find technical help elsewhere.
I want to warn all persons who might be wanting to try and order some on-line hearing aids from Aidion.com that they do not honor the repair/replacement promises given in the instructions and warranty documents. Shop elsewhere!
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