RevDex.comRe: [redacted] Customer Complaint # [redacted] Dear Sir or madam, I have received the customer complaint from your office and have addressed Mr. [redacted] 's complaints below.Mr. [redacted] purchased Imprezo 20 hearing aids from Zounds Hearing on 6/4/2015 in our Monroeville... location. Zounds policy is to offer a free 30 day trial on all of our hearing aids in order for the customer to be sure that he/she is happy with the purchase. That said, Mr. [redacted] was able to wear the hearing aids for 30 days and return them within that time frame for a full refund. He chose to keep the hearing aids.Mr. [redacted] contacted us in early November 2016 requesting a full refund upon learning that our store in Monroeville had closed. He listed a number of problems he experienced with his hearing aids along with numerous visits to our store for repairs however we shoe only 4 visits to our store including the day he purchased the hearing aids on 6/4/2015, and then on 11/4/2015 and 4/21/2016 and 7/25/2016. It is not unusual for customers to come in for re-adjustments, cleaning, or repairs to their hearing aids to to get refitted for tips and links.We contacted Mr. [redacted] informing him that our Customer Service Center in Arizona is available to him for all of his service center needs from changing batteries to helping with warranty or other claims. We do provide cleaning, service and repair of all of our hearing aids at our corporate office in Tempe, Arizona. We recommend that our customers have their hearing tested each year at any hearing center in Pittsburgh and send us the latest hearing test. Most hearing centers (like Costco or Sam's Club) offer these services for free. If he will mail a new hearing test to us, we can then adjust the hearing aids to match his evaluation (without Mr. [redacted] being present) and return them to him along with any tips or domes he may need.Zounds Hearing stands by our warranty, and we are happy to work with Mr. [redacted] in order to make sure his hearing aids are programmed to his latest hearing test. Please feel free to contact me should you have any questions. Thank you for your help in this matter. Sincerely, Nina [redacted] Marketing ManagerZounds Hearing, Inc.
I am rejecting this response because: Ms [redacted] is just plain wrong in the number of store visits I made For example, the lead needed replaced and the technician replace it with one that kept popping out of my ear He told me that the heat of my body would cause it to reshape itself and stay in my ear The very next day I had to return to have the lead replaced because it just would not stay in my ear Where is this in the list of visits she identified? I insist I made somewhere between and visits for repairs and adjustments in the year after the purchase For each visit, it was extremely important that I be there to have the device re-fitted to my ear This is simply not the type of thing that can be handled through the mailZounds offers a year warranty after the sale where they do adjustments and repairs for free In my mind, the store closing after one year of ownership essentially was a violation of that warranty which is why I asked for a full refund My hearing hasn’t changed since I purchased the hearing aids, so she is essentially discussing a red herring My problem is that the equipment keeps needing repairs Let my situation be a lesson to any reader that Zounds doesn’t stand behind their hearing aids or warranty She could have counter-offered me a partial refund Buyer Be-Ware with Zounds
RevDex.comRe: [redacted] Customer Complaint # [redacted] Dear Sir or madam, I have received the customer complaint from your office and have addressed Mr. [redacted] 's complaints below.Mr. [redacted] purchased Imprezo 20 hearing aids from Zounds Hearing on 6/4/2015 in our Monroeville... location. Zounds policy is to offer a free 30 day trial on all of our hearing aids in order for the customer to be sure that he/she is happy with the purchase. That said, Mr. [redacted] was able to wear the hearing aids for 30 days and return them within that time frame for a full refund. He chose to keep the hearing aids.Mr. [redacted] contacted us in early November 2016 requesting a full refund upon learning that our store in Monroeville had closed. He listed a number of problems he experienced with his hearing aids along with numerous visits to our store for repairs however we shoe only 4 visits to our store including the day he purchased the hearing aids on 6/4/2015, and then on 11/4/2015 and 4/21/2016 and 7/25/2016. It is not unusual for customers to come in for re-adjustments, cleaning, or repairs to their hearing aids to to get refitted for tips and links.We contacted Mr. [redacted] informing him that our Customer Service Center in Arizona is available to him for all of his service center needs from changing batteries to helping with warranty or other claims. We do provide cleaning, service and repair of all of our hearing aids at our corporate office in Tempe, Arizona. We recommend that our customers have their hearing tested each year at any hearing center in Pittsburgh and send us the latest hearing test. Most hearing centers (like Costco or Sam's Club) offer these services for free. If he will mail a new hearing test to us, we can then adjust the hearing aids to match his evaluation (without Mr. [redacted] being present) and return them to him along with any tips or domes he may need.Zounds Hearing stands by our warranty, and we are happy to work with Mr. [redacted] in order to make sure his hearing aids are programmed to his latest hearing test. Please feel free to contact me should you have any questions. Thank you for your help in this matter. Sincerely, Nina [redacted] Marketing ManagerZounds Hearing, Inc.
I am rejecting this response because: Ms [redacted] is just plain wrong in the number of store visits I made For example, the lead needed replaced and the technician replace it with one that kept popping out of my ear He told me that the heat of my body would cause it to reshape itself and stay in my ear The very next day I had to return to have the lead replaced because it just would not stay in my ear Where is this in the list of visits she identified? I insist I made somewhere between and visits for repairs and adjustments in the year after the purchase For each visit, it was extremely important that I be there to have the device re-fitted to my ear This is simply not the type of thing that can be handled through the mailZounds offers a year warranty after the sale where they do adjustments and repairs for free In my mind, the store closing after one year of ownership essentially was a violation of that warranty which is why I asked for a full refund My hearing hasn’t changed since I purchased the hearing aids, so she is essentially discussing a red herring My problem is that the equipment keeps needing repairs Let my situation be a lesson to any reader that Zounds doesn’t stand behind their hearing aids or warranty She could have counter-offered me a partial refund Buyer Be-Ware with Zounds