Watertower Marina, Inc.

Complaint: ***
I am rejecting this response because: Message stated "your satisfaction is our utmost concern", yet they did nothing to fix the problem, just passed it on to the hearing aid provider
Regards,
*** ***

Oticon Inc. confirms devices (Serial [redacted] and [redacted]) were purchased October 2013 and both had a limited 2 year repair warranty and 1 year replacement coverage.  The warranty extension is an "optional warranty" that [redacted] purchased from his Provider and not Oticon. Oticon Inc....

is the factory and the US service center for Oticon brand products and we work directly with Licensed Hearing Care Professionals.  Oticon does not prescribe, sell or dispense products directly to Consumers.  Our standard turn around time in-house for repairs/remakes is 5 working days and we do offer a "paid" rush service as an option.  We reviewed [redacted] service history and found that all services were performed within our standard or less days.  Consumers need to remember to allow 1 day for their Provider to ship their devices back to us and then a 2nd day for us to ship back to the Provider.  We take great pride in the quality of our products and services.  All serviced products are tested and must meet factory specifications prior to our shipping them back to a Provider.  We reviewed [redacted] service history and found that 1 device was sent back to us 3 times for repair; March 2015 (switch was damaged; we replaced the switch and receiver), May 2016 (the device was distorted/noisy; we replaced the microphone and receiver) and again June 2016 regrettably for rework (switch was intermittent: all parts replaced).  In June 2016, Oticon opted to replace all components.  The other device was sent in with the 1st device in March 2015 and again May 2016 and we have no other repairs on file.  Note: Both devices were sent back after the March 2015 service, however they arrived working and meeting specifications.  We could not confirm the problem reported and [redacted] Doctor asked us to return the instruments which we did.  No service was required.  Both instruments were sent back to us to have the shell remake.  One after the initial fitting to remake and modify the shell for a better fit; which is not uncommon with a custom device and the other because the shell was damaged.  Both times the shell was remade and replaced and the components met specifications and no repair required.Hearing instruments do require routine maintenance and may need servicing to keep them in good working order. Our review of [redacted] service history does not confirm an excessive repair history or defects in materials or workmanship.  The instruments were serviced as requested under warranty and [redacted] should now have both instruments back from his Provider in good working order.  The device that required rework has had all the parts replaced prior to [redacted] making this request.  As we do not sell products directly to Consumers, we cannot authorize a refund. If [redacted] is experiencing any difficulty with either device, please ask him to contact his Provider.  They are the experts who are most familiar with his current hearing and lifestyle needs and can best assist him.  Thank you,Irene H[redacted]Manager: Customer Transactional ExcellenceOticon Inc.

Thank you for your reply, but we must kindly disagree that your devices are defective.  We regret that you were without your instruments for any period of time, however as stated previously, our service reports show that your instruments were at our facility 5 working days or less which is our standard repair/remake turn-around time. If you believe there is a time difference discrepancy or you are still experiencing a problem with either device, please discuss this with your Hearing Care Professional.  We will be happy to work with your Provider to insure your devices meet specifications.Best Regards,Irene H[redacted]Manager, Customer Transactional ExcellenceOticon Inc.

Complaint: [redacted]
I am rejecting this response because:They sold the product and not  standing behind there product..My complaint is the amount of times,I had to send this product back to the company for repairs...Twice this product came back to me not repaired and I waited a month each time....Three other times I waited two plus weeks...as far as I am concerned they sold me a defective product...repairing them every few months is not solving the problem...I would like these hearing aids replaced with a better product at no charge  I have spent over 4,000 dollars on these aids and they keep breaking....they can refund me money...ENT In parsippany did not make this product..Oticon did....I do not know why they do not stand behind there product....I sent a copy of this to NJ state attorney general....Oticon stand behind what you sell...
Regards,
[redacted]

Hello,  We regret and sincerely apologize that it is taking us a little longer than 2 working day to reply to your email.  A Customer Service Specialist will send a reply today under separate cover.   Please contact your licensed provider directly, as they are the experts who can...

assist with finding the best solution for you.  We value you as a customer and thank you for choosing Oticon OPN 1.  Your satisfaction is our utmost concern.

Complaint: [redacted]
I am rejecting this response because:I am responding  to Oticon last email   MS. IRENE H[redacted]   From Otticon is so wrong on the times these aids were returned. Three times I was without these aids for a month....the most recent was 6/14/16...also on 3/12/15  and on a date in 2014...I Do feel she does not know what she is doing or talking about....Perhaps she should show my e-mails to the CEO OF OTICON Because she does not know anything about customer satisfaction....bottom line I feel these aids are defective.....Spending a total of 4.000.00 in a matter of two and a half years for a product that keeps breaking is inexcusable...being without them for three months is also inexcusable.....I Am sure the majority of your business is from senior citizens and it is a shame you  are ripping  these people off with your defective products...You are trying to blame the people that sold me the product which I totally disagree....the blame is all on Oticon.....Pehaps the  CEO Would get involved he can help to resolve this matter.....All I want at this point for these aids to be replaced with something that will give me no problems...As a member of A.A.R.P. I will be contacting them about your defective products and how you do not help satisfy your consumers.....ALSO I have contacted [redacted] of channel * news ON YOUR SIDE....and waiting for a response from there......So I suggest Ms.H[redacted]j You should bump this up the corporate ladder before your bosses see there company on the evening news......Thank You....[redacted]
Regards,
[redacted]

Dear [redacted]  We appreciate and thank you for your reply.  Your device is a medical device and consumers do need to work with their licensed professional if they are requesting a change in technology.  Oticon is the manufacturer and service center and will very very happy to work with your provider.  We provide the product and solution prescribed by your provider.  They are the experts who can best assist you.  Thank you.