Purchased 07/2021. They went bad in less than 8 months. They were replaced and worked for a few more months. Had complained about lack of clarity since beginning. So, after discussion with support a new 'flat response' profile was uploaded. but that very day the Bluetooth part of my charger died. So after this I started doing some more research.
Bottom line – they are a BAD company with zero interest in anything but turning a buck!. See the link here about the U.S. Dept of Justice Settlement - DOJ Settles Case Against Eargo Inc. for False Claims Submissions (natlawreview.com).
Fortunately, I finally got smart and bought another set of hearing aids – at Costco!
Simply go to Costco and get a real pair of hearing aids and professional help – AND – a great company to work with through the process. Plus they are about one-third less and about 10x better.
STOP HERE FOR SHORT VERSION – DON’T BUY THEM IS MY ADVICE.
For my replacement, they mismanaged 4 attempts to send a new charger. According to their staff it takes them 5 days just to send an email to their own shipping dept., (after being told I would have it in 3-5 days). Also every time I called, they would consistently ask for my ‘address’ even though I repeatedly advised them it was going to a family/friend or hotel location. It got so bizarre that I told them if they couldn’t afford quality software just use Excel for heaven’s sake. They repeatedly were either late or sent the charger to the wrong address. This could have been avoided by simply having: 1) a permanent/billing address; and 2) a ship-to-address.
After finally getting the new charger (3 mos later) - we travel a lot especially to Mexico. (They couldn’t figure out how to send it to U.S. let alone Mexico, so it was not surprising that responded that they don’t ship to Mexico). So, we had a friend bring the new charger from the U.S. And the new charger’s updated profile helped.
But 2 weeks later (10/2022) the left device goes to a volume of 1 out of 10. So, now, 14 mos after initial purchase, and 8 mos after receiving the new hearing aid device, they are unusable.
So, support said since I was out of my 12 mo warranty for the hearing aids, I should disassemble the screen over the microphone which he felt confident would fix it - it didn't!
Interestingly since I had to pay for another charger, (the replacement charger was lost on the 4th shipment). The new charger has a new one-year warranty. But because I didn't pay $295 for the hearing aid device (when replaced under warranty, the new device did not have any warranty, only what was left of the original device) - must be that all their replacements are perfect!!
The discussion went something like this –
that there is no warranty on the new device because you didn’t pay $295, but you said it was under warranty …but you didn’t pay $295 therefore you do not have warranty for replacement…! And so it went. In circles. My bad, I just missed the fact that a ‘new device’ does not come with a ‘new warranty’ because, while in warranty, I didn’t pay them more!! Go figure.
To be clear, I am a medical doctor and was happy to find a reasonable costing alternative to $7,200 via my ENT colleague. As well as something that could be worn in the ear. But within just a few months they had released a model 5, then a 6, all in less than a year. Mine is the Neo Hi-Fi. So I feel like I was duped while they were still in the development phase. After seeing the new ones, I asked several times about a reasonable upgrade path – but all I was offered was a discount – I paid $2,275, and the 6, with the ‘discount’ would have been another $2,300. I’m glad I did not buy again!
I have tried to hold off on doing this review hoping that things would improve e.g. their independent contractors – the audiologists - are generally very helpful and kind.
They just went public in 2020 so their VC can get their money back! But unless the product gets much better and the entire company attitude and support is better than mine – then beware you have been warned to not donate your $2,000 to them.