Complaint Review: Nationwide Hearing Services

My intent is to warn folks about sending in hearing aids in for repairs to this firm. As of now, the company has refused to make the repair for an agreed upon $129.00 and is now returning the aid. The company is not planning to refund my $25.00 shipping and insurance (for $1500.00 value) charges.

Here is the eamil dialog between Nationwide hearing Services and me. I took the names and email addresses out, but the text is pretty much original. I was really hoping they could have been counted on to treat customers right. You guys make the call.

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Dear Mr. (William),

We will return the hearing aid to you along with a $129 refund. The shipping insurance was not paid by our company and we are not responsible for that reimbursement.

We apologize that we could not be of service to you.

Sincerely,
Customer Service

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(Customer Service),

I'm sorry but you need say that on your website. I expect the hearing aid repaired and returned at the promised price. If you are unable to fix my aid at the agreed upon price please return it with my $129.00 and $25.00 for shipping and insurance. If your firm is unwilling to honor an agreement then prepare to accept the consequences for what appears to be fraudulent behavior being used to take advantage of those that are hearing impaired (only fix the gravy jobs).

Failing to resolve this may cause offsetting sales costs many times higher than $86.00.

Here is the first site where I may make an entry.
http://www.ripoffreport.com/

The choice is yours.

Thanks,

William

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From: "A1-Hearing Aids" Date: 2004/07/12 Mon PM 12:21:36 EDT

To:
Subject: Re: Re: Repair Status Shipment 2103 8555 7490 5939 9703

Dear William,

When our lab is able to reapair the aid, we do it for $129 with a 1 year warranty. We are uanble to repair digital circuits. If that is the case we either refund the money, or offer to send the hearing aid into the manufacturer for you. Since you are in need of the hearing aid repair done quickly, we will send it in to Sonic Innovations for you. Once the hearing aid has been repaired and is ready to ship back to you, we will contact you for the additional payment.

We apologize for any inconvenience but we will do this as quickly as possible.

Best regards,
Customer Service
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Dear Customer Service,

The website http://www.a1-hearingaids.com/Repair/ advertised that youwill fix any aid for $129.00

"Hearing Aids Repaired, Cleaned, and come with a
1 Year Warranty $129.00 - You may be charged extra for 3M & Danavox hearing aidsFree Shipping Included"

The site also advertised specific additional charges for recasing, etc which is not needed. I figured this is a pretty good deal all round because some customers would just need a 10 minute wax removal job where other customers would require a little more expensive repair.

I have paid the $129.00 for the repair and $25 for shipping and
Insurance to get the aid to you and have waited 2 weeks with no response until I inquired today.

I strongly urge you to do what is necessary to get the aid repaired and returned to me in a timely manner even if it means eating the $86.00 additional dollars for Sonic Innovations to make the repair.

I need to have the aid for work because the aid in my other ear is not good enough alone.

If you choose to not repair the aid please clear your decision through someone high in your organization because there may be consequences. I am a big Web consumer advocate and have no problem posting complaints in highly visible areas in a situation where a vendor fails to live up to it's promise.

Let me know what you plan to do.

Thanks,

William
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From: "A1-Hearing Aids" Date: 2004/07/12 Mon AM 11:14:59 EDT
To:
Subject: Re: Repair Status Shipment 2103 8555 7490 5939 9703

Dear (William),

After contacting our repair technician, he has informed us that he is unable to repair your hearing aid. He is suggesting that it be sent directly to the manfuacturer. The general cost for repair from Sonic Innovations is $215 with a 1 year manufacturer warranty. If you would like, we can send the hearing aid directly to Sonic on your behalf or we can send the hearing aid back to you unrepaired.

Please let us know how you would like for us to proceed.

Sincerely,
Customer Service


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According to USPS Track and Confirm (2103 8555 7490 5939 9703)my
hearing aid was delivered at 9:37 am on June 28, 2004 in LAS CRUCES, NM 88011.

The item was signed for by N HEARING.

When will the repair be complete? When will it be shipped?

Thanks,

William
Fairfax Station, Virginia
U.S.A.