We've really gotten to know the Hear Always team quite well recently.
At Erin's last mapping appointment in December, we told Erin's Audiologist that we have noticed that her new left side processors (top part of the unit pictured below) have a very loose connection with the controllers (bottom part of the unit pictured below).
She e-mailed Cochlear Americas requesting replacement processors.
This launched us on quite a journey.
The day I was scheduled to bring the replacement to the audiology department for programming, Erin's right side processor mysteriously died.
We ended up taking the processor from Erin's BTE Mini setup to use with her Standard BTE controller. She now has a beige processor attached to her silver controller. They don't compliment each other well, but I don't think anyone else notices.
We received the replacement for the dead processor, and found it also had a bad connection.
Our audiologist kicked it up a level at Cochlear and we will now receive a brand new processor *and* controller for Erin's right side. It should be here Tuesday. We are then to send everything back to Cochlear, with a special attn: line so they can take everything to the lab and have a good look.
It has been a confusing mess. But, Cochlear has been incredibly receptive and quick to react the entire time.
And the most important part is that Toes has not been without sound on either side at any point in the process.
I can't say enough about how pleased I am with the support we are receiving on this - from the audiologists and Cochlear. Defects happen. And we have been told that this defect is related to what they call the "bayonet" connections between the two units. They are quickly working to correct the issue. I am very confident that they will.
It is such a comfort to know that if we do run into issues, we are dealing with a company that is receptive to our concerns. Cochlear rocks.