Description of Event or Problem · 0
DEVICE - ION HEARING AIDS MANUFACTURED BY AUDIEN. I PURCHASED HEARING AIDS FROM AUDIEN ONLINE ON (B)(6) 2025. THE STATED WARRANTY FOR THE PRODUCT IS 12 MONTHS. ON 7/15/2025 I REPORTED TO AUDIEN CUSTOMER SERVICE THAT THE LEFT HEARING AID WOULD NOT RECHARGE AND WAS UNUSABLE. THE CUSTOMER SERVICE CONFIRMED THE WARRANTY AND SUGGESTED THAT THE CHARGER WAS PROBABLY DEFECTIVE AND THEY WOULD SHIP ME A REPLACEMENT. ON (B)(6) 2025 THE REPLACEMENT CHARGER ARRIVED BUT THE HEARING AID WOULD NOT RECHARGE. ON 7/23/2025 I AGAIN CALLED AUDIEN AND TOLD THEM THE CHARGER WAS NOT THE PROBLEM AND THAT THE LEFT AID WAS NOT RECHARGING. SHE STATED THEY WOULD SEND ME A SHIPPING LABEL AND THAT I SHOULD RETURN BOTH AIDS AND BOTH CHARGERS AND ANY PACKAGING INFORMATION I HAD ON THE SET OF HEARING AIDS. ON 7/29/2025, I CALLED AUDIEN AGAIN AND TOLD THEM I HAD NOT YET RECEIVED THE SHIPPING LABEL AND THAT I WAS GROWING FRUSTRATED WITH THE SERVICE. WITHIN 5 MINUTES, THE SHIPPING LABEL (RGA) ARRIVED TWICE BY EMAIL. ON THE SAME DAY, 7/29/2025, I SHIPPED THE HEARING AIDS AND BOTH CHARGERS BACK TO AUDIEN AS INSTRUCTED BY USPS. THE USPS TRACKING NUMBER SHOWS THE PACKAGE WAS DELIVERED ON 8/4/2025. ON 8/6/2025, I SENT AN EMAIL TO AUDIEN REQUESTING STATUS OF MY HEARING AIDS AND RECEIVED A REQUEST FROM THEM FOR A VIDEO CALL TO BE HELD ON 8/13/2025 AT 12:40PM WITH THEIR (B)(4). ON 8/13/2025, I CONNECTED TO THE VIDEO CALL AS REQUESTED AND (B)(4) STATED SHE DID NOT KNOW WHAT CAUSED THE DELAY AND I HELD THE LINE WHILE SHE ATTEMPTED TO RESOLVE THE ISSUE. SHE WAS UNABLE TO RESOLVE THE ISSUE AND TOLD ME THAT I WOULD RECEIVE AN EMAIL WITH THAT INFORMATION BY 15:30. AS OF TODAY, 8/19/2025, I HAVE NOT RECEIVED THE EMAIL REPLY SO I CALLED AUDIEN AGAIN. THE AUDIEN REP TOLD ME THAT SHE COULD CONFIRM THAT THEY HAD RECEIVED MY HEARING AIDS AS I STATED AND THAT SHE WOULD CHECK WITH THAT DEPARTMENT. I HELD AGAIN WHILE SHE ATTEMPTED TO UNSUCCESSFULLY TO DO AND STATED SHE WOULD CONTACT ME WHEN IT WAS RESOLVED. I CONFIRMED MY EMAIL ADDRESS WITH HER AND TOLD HER TO NOTE THAT I WAS FILING A MEDWATCH FOR PRODUCT QUALITY AND SERVICE. COMPLAINT - POOR QUALITY, NO RESPONSIVE COMPANY.