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Service Options
Free Service (How Free is It?):
The first concept regarding after-sale service is to understand that there are costs involved, so the “Free Service” is not truly free. The costs involved in running a business, overhead, are usually “bundled” into the sale price of the hearing aid.
Hearing aid dispensers and dispensing audiologists get paid for time and materials just like any one in business. This means there can also be a higher profit margin on the “bundled” service costs.
Because hearing aids sales in the USA fall under FDA (tt: Food and Drug Administration) and other state and federal guidelines, rules exist that among other things, give the consumer a 30-day money back period – also known as a “trial period”. The 30-day trial period can be extended at the discretion of the dispenser, with some offering as long as 90 days from the initial purchase date.
From the mandatory money-back period evolved a business model of “bundling” the cost of the hearing aids with the cost of all anticipated future service. Dispensers found that not charging for service or giving “free service for the life of the hearing aid” minimized the returns of hearing aids during the money-back period. This also keeps the customer returning for “free appointments” that can be used as selling opportunities.
With custom made (in-ear) hearing aids, there is often a considerable need for service after the sale: adjusting background noise levels, adjusting for problems with how your own voice sounds, plus just getting the hearing aid to physically fit into the ear comfortably.
“Free Service” is really pre-paid service.
Bundled vs. unbundled:
How "free service" affects the cost of hearing aids:
“Unbundling” refers to separating the sale of the hearing aid from the follow-up service and care. Although unbundling has long been practiced in the more medically-oriented practices, it started gaining momentum shortly after open ear hearing aids came on the market and needed very little after-sale service.
Open Ear hearing aids side step the three issues leading to the most time spent in after-sale service:
- Physical comfort is usually taken care of on the initial fitting by getting the proper length tube and correct diameter dome.
- By keeping the ear canal open, background noise issues are minimized.
- All sounds, including the wearer’s own voice, are much more natural, again due to keeping the ear canal open.
Some dispensers are now offering “unbundled” prices on all types of hearing aids. The customer can choose how long the after-sale service period will be, usually 30 to 60 days, but can be as long as a year.
Note: When shopping for a provider, be sure to ask if they offer or will discuss unbundled hearing aid sales. Be sure to get the full picture. Know what is and is not included in the price and the cost of all services.
