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Online exclusive, Fall 2003, posted 10/21/03
By Donna L. Schillinger
Hearing aid sales must conform to Food and Drug Administration
(FDA) regulations and are monitored by the Federal Trade
Commission (FTC). They are also subject to state laws.
Yet consumers cannot rely solely on legal safeguards
when purchasing hearing technology. Hearing aids, particularly
higher end digital models, are a major monetary investment
for many of us. It is prudent to approach the purchase
with precautions similar to those that you might take
when buying an automobile.
The first thing on your list should be finding a hearing
healthcare provider whom you trust and who is certified
and licensed under any existing laws in your state.
Ask your friends and family members who are satisfied
hearing aid wearers for the names of their hearing instrument
professionals. Or research referral directories maintained
by professional associations. The American Academy of
Audiology, www.audiology.org/consumer,
American Speech-Language-Hearing Association,
www.asha.org/proserv, and Academy of Dispensing
Audiologists, www.audiologist.org/consumers,
all maintain online databases free for consumers.
Most hearing aid dispensers are interested in providing
good service at a fair cost but as with the marketing
of most products, some make offers that may not be as
good as they initially seem. In fact, you may encounter
the most common of these ploys, a free hearing test,
while taking your very first steps toward a purchase.
Before succumbing to the lure of a freebie, make sure
that the documented results of the test will be available
without charge. Consumers have reported that dispensers
offering free screenings sometimes do not release results
to the person being tested, providing them only to an
audiologist, or they sometimes charge for tests when
individuals choose not to buy hearing instruments from
them.
The actual purchase of aids presents many factors to
consider. If you have conducted your own research and
selected a particular brand of hearing instrument, based
on reputation, quality, service and reliability, you
may need to contact the manufacturer to locate a distributor
in your area. Dispensers make hearing aid recommendations
based on the hearing test and physical examination but
not all dispensers carry all brands of instruments.
If price is more important than a particular brand
name, you can take the recommendation of your audiologist
and comparison shop various mediums and comparable brands
for the best price. If you have a local hearing healthcare
professional who is willing to provide follow-up services
on a product s/he did not sell, low price options abound
on the Internet (see "Just
How Much Can You Save Online?").
Regardless of brand name or price, consumers want their
aids to fit well, to work well and to last. But what
happens when they don't? A 1999 review by a Texan consumer
protection group of complaints filed against hearing
aid dispensers in five cities in that state revealed
that 75 percent of the problems related to the 30-day
trial period and refunds. On the list: consumers trying
to return the aids were persuaded by the fitter to try
adjustments while the trial period ran out; repairs
interfered with purchasers having adequate time to try
their aids; people were denied refunds or they were
not given in a timely manner; and consumers were not
aware they would have to pay "holdback" or
restocking fees if they returned the aids.
To avoid becoming a complaint statistic, consider
these three things before you buy:
What are the conditions of the trial
period?
- Are there hidden fees, such as "holdback"
or restocking fees for returning hearing aids? Typically
they are a set amount or a percentage of the price
and can total hundreds of dollars for more expensive
aids.
- With distance purchasing via mail order or Internet,
be sure to confirm when the return period begins --
from the date of purchase or the date of receipt.
Long shipping and handling periods can eat up to one
third of your return grace period.
- Are all costs refundable or do you get stuck with
the shipping and handling and possibly lose a deposit?
What post-purchase services are included
and what will the extras cost?
- If you need to have the fit, programming or amplification
tweaked within days or weeks after the purchase, are
these services included?
- What are the rates for adjustment to the fit or
programming of your instrument or counseling after
your complimentary services have ended?
What are the terms of the warranty?
- When your aid requires repair, who will honor the
warranty, the manufacturer or dispenser? If purchasing
from someone other than a manufacturer-authorized
dispenser, confirm that the manufacturer will honor
the warranty.
- Will you be given a replacement aid to use while
yours is in "in the shop?"
- Is it in writing? No written warranty is the highest
flying of all red flags. Be aware that your state
may require minimum warranty periods that exceed those
provided by manufacturers. Call your state attorney
general's office to inquire about laws that apply
to hearing aid purchases where you live.
Don't allow a sense of urgency and vulnerability that
a healthcare problem can create to supersede your good
judgment in making a hearing aid purchase. If you apply
smart shopping principles, you will have the satisfaction
of getting a good deal on a product that works well
for you.
Related article:
Just How
Much Can You Save Online?
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