Q. How is hearing tested - is there an audiogram requirement?
Audicus requires each hearing aid to be programmed specifically to a customer’s individual hearing loss. Audicus customers can either submit a Clinical Audiogram or take the free Audicus Online Hearing Test.
Clinical Audiograms can come from an Ear Nose and Throat Specialist (ENT) or a local Audiologist. As hearing loss can change over time, we ask for recent audiograms performed within the last two years for us to consider it current enough to program hearing aids.
The Audicus Online Hearing Test is a pure tone test to assess both ears at 5 different frequencies. To date, more than 80,000 people have been successfully tested. The results of the test can be used to program hearing aids but also to flag any issues (specifically asymmetrical hearing loss) that people should seek in-person audiology assistance for. While the test does not replace Real Ear Measurements or a Clinical Audiogram, we have used this test to successfully program tens of thousands of hearing aids.
Q. Who is excluded from purchase, how do you identify contraindications for purchase? Do you provide guidance to those who are not good candidates (if so, what)?
All customers are evaluated on a case-by-case basis. Those who fall into the following categories will receive a phone/video consultation with an Audiologist or Audiology Assistant to determine if Audicus is the right product for them:
- Profound hearing loss (over 95dB loss)
- Very mild hearing loss (25dB or less)
- Pure tone thresholds indicating a discrepancy between ears (asymmetric hearing loss)
- Speech score discrepancies between ears
- Very poor speech discrimination scores
Audicus advises those deemed not good candidates for us to pursue more detailed audiological testing at a local ENT or Audiologist, such as an Audicus Store.
Q. In simple terms, how would you describe the value proposition for your top selling product(s)? If you sell multiple products, what differentiates them from one another?
Audicus offers two incredible hearing aids for incredible prices. We are proud to offer above average hearing aids for far below average hearing aid prices.
The Clara is our most popular model and can be used for everything from mild to severe hearing loss. The Clara is an award winning, top of the line Receiver-In-Canal (RIC) style hearing aid that offers a completely tailored hearing experience. The Clara provides customers with increased hearing clarity at a reduced size, with uncompromised comfort and aesthetics despite the additional power provided by two directional microphones, digital signal processing, and invisible receiver for extra amplification. The Clara offers further customization and power with optional add-ons like rechargeability and Bluetooth.
The Dia II
The Dia II is a Behind-The-Ear (BTE) model and designed for mild to moderate hearing loss. It is our most affordable option at $499 per ear (compared to $699 per ear for The Clara). While the Dia II is not as feature-rich as The Clara, it is loved by Audicus customers for its ability to filter out background noise to focus on speech. Crucially, the Dia II provides customers with a pair of high-quality programmed FDA Approved hearing aids for less than a thousand dollars.
The Audicus Membership
In early 2020, Audicus launched the revolutionary Audicus Membership. An all-inclusive hearing health care solution that provides Members with everything they need to manage their hearing. For $49 per ear, per month, Audicus Members receive:
- The Clara, our finest hearing aid ever
- An enhanced clarity upgrade, our most successful feature
- All the necessary accessories, delivered automatically
- Peace-of-mind protection in case of loss or damage
- New hearing aids every 18 months
- Unlimited expert care from our 5-star support team
- Describe any relevant medical device certifications you hold for your products
Audicus only sells FDA approved hearing aids. All our devices have passed ANSI and IEC specifications, detailed in the respective specification documents.
Q. What can you tell us about product quality control and your manufacturing supply chain?
Audicus’s manufacturing partners employ world-class quality control and testing. Each hearing aid is put through rigorous physical, electronic, and audiological tests, and the results are tracked carefully to the individual device through the serial numbers. These testing results are available for each and every device sold, as well as every repair.
At the Audicus warehouse, all hearing aids are programmed, inspected, and approved by Audicus’ experienced technicians before shipping to the customer.
Audicus prioritizes the safety and health of our customers and team members above all else. In light of the current coronavirus pandemic, we have updated and strengthened our sanitization processes to keep our customers, and team, safe.
More information on the new protocols can be found here.
Q. How are your hearing aids configured in terms of frequency amplification and feedback suppression calibration?
Audicus hearing aids are configured with industry-standard hearing aid fitting software. For the majority of cases, Audicus technicians use NAL-NL2, the second generation of prescription procedures from The National Acoustic Laboratories (NAL) for fitting Wide Dynamic Range Compression (WDRC) instruments.
Feedback handling is managed by the internal processor within the hearing aids, which is constantly sensing changes in the environment and adapting to abrasive sounds.
Q. Is there any type of amplification verification?
Hearing aids purchased online and programmed in the Audicus warehouse do not offer Real Ear Measurements. However, to ensure hearing aids work successfully for every customer, we offer unlimited free reprogramming for the life of all Audicus devices.
If a customer lives closeby to an Audicus Store (currently New York City, Los Angeles, and Denver), additional measurements of verification and assessment can be performed in-person at any of our locations.
Q. What controls are available to the consumer via the app? What about device-level controls (push buttons, etc)?
For both Audicus products, volume can be adjusted 10dB up or 10dB down on the device. A remote can be used to make custom environmental program/memory changes, as well as more significant volume adjustments.
Audicus offers up to 13 standard programs (device dependent) and builds additional custom programs for specific situations such as playing golf or bird watching, upon request.
Finally, in addition, for Audicus hearing aids the Automatic Adaptive Program is “always on” by default to detect the user's environment, and tailor their listening experience to suit the acoustics.
Q. What's included in the box?
Every delivery from Audicus includes:
- Custom programmed hearing aids
- Hearing aid carrying case
- The contact details for unlimited support and customer care
- Accessories package (including earwax guards, variety pack of rubber domes, cleaning brush, 312 batteries for non-rechargeable devices, and a charging dock and desiccant for rechargeable devices.
- Instruction manual (electronic version for reference)
- Order invoice
Q. Do you offer an extensive library of support videos for your customers? How many videos, and what types of topics are covered.
Audicus’ YouTube channel features 48 videos covering an array of topics including basic hearing aid information, hearing aid set up, configuring and Bluetooth use, cleaning, changing parts, programming, and promotional materials. The Audicus Support Center features five of these videos. The Audicus team is able to share further videos directly with customers upon request.
In addition to our support videos, Audicus offers unlimited free post purchase support with our team of experts available to provide real time video tutorials as needed.
Q. Does the customer interact with a HIS / Audiologist when purchasing from you? Please describe the typical experience.
At the beginning of the purchasing process, a majority of Audicus customers will participate in a phone consultation with an Audiology Assistant. If it’s deemed necessary, or the customer requests it, a phone/video consultation with an Audiologist will be arranged.
After this, customers can reach out at any time to speak with an Audiologist or Audiology Assistant. Typically, these interactions occur over the phone, however customers can also communicate with the Audicus Audiology team through chat, SMS, or email. These consultations are at no cost.
Audicus also has three physical store locations where customers can consult with an Audiologist or Hearing Aid Dispenser in person. Customers can make a booking to visit an Audicus store for an in person consultation for no charge.
Q. What services are included at no cost?
Aside from the actual hearing aids, a majority of Audicus’ services are complimentary.
All testing and consultations with the Audicus Audiology team are free, whether they are with an Audiologist, Audiology Assistant, or Hearing Aid dispenser.
Complimentary consultations are offered in person at three Audicus Stores located around the country or via phone, video conferencing, chat, email, or SMS. Pure tone testing is available 24/7 for free via the Audicus Online Hearing Test and, in addition to pure tone testing, in-person consultations also offer free bone conduction testing.
All Audicus customers continue to enjoy unlimited post-purchase one-on-one support and testing from our Audiology team.
Every Audicus hearing aid is custom programmed at no cost and free reprogramming is included with every purchase for the life of the aids. Further customization options such as hearing aid color, are also included. All customized hearing aids come with the following at no extra charge: a detailed manual, domes, earwax guards, batteries, and cleaning brushes.
Audicus also offers a significant number of free resources for the hearing loss community via The Audicus Blog and Audicus’ YouTube channel. These resources cover an array of topics including basic hearing aid information, hearing aid set up, configuring and Bluetooth use, cleaning, changing parts, and programming as well as hundreds of free, regularly updated lifestyle articles for those living with hearing loss.
Q. What paid services are available?
Audicus Care subscription is $12/month which provides unlimited maintenance accessories for their device, including batteries, earwax guards, domes and cleaning supplies.
Hearing Aid Insurance
Audicus Protect is also $12/month (or $259/24 months) and provides peace-of-mind for damage or loss, as well as unlimited in-office cleaning and maintenance.
Hearing Aid Cleaning
At any time, Audicus customers can also send in their hearing aids for cleaning ($40 per aid or $50 for two aids).
Q. How does a customer reach your team when they need post-purchase support, and how easy is it for them to speak with THEIR / audiologist?
The Audicus team of Audiology Assistants is available at (844) 383-2702 from 9am-7pm ET Mon-Fri and 10am-4pm ET Sat-Sun. Customers can message through our website or email firstname.lastname@example.org at any time.
Complimentary 30 minute appointments can be made 7 days a week with Audicus’ Head Audiologist, Marianne Cramer, either over the phone or via email (same contact details as above).
Warranties and Refunds
Q. Describe your warranties, refund/exchange periods, situations that would void a warranty, etc.
Audicus offers a 45-day money back guarantee on all hearing aids where customers can try out their hearing aids, exchange the model type or color, or request a refund. All Audicus refunds offer 100% money back, with no hidden fees or costs.
All Audicus hearing aids and remotes come with a 12 month manufacturer’s warranty during which time all manufacturing defects are covered. Other accessories, device loss, and user damage are not covered by this warranty.
Warranty claims are not valid if the Audicus device has been modified or damaged by the user, if the serial number has been altered, or if repairs have been made without the consent and knowledge of Audicus.
For user damaged hearing aids, in-office repairs are $149 and manufacturer repairs are $199. If a hearing aid or accessory is broken beyond repair, the customer will need to purchase a replacement (a 10% returning customer discount will be applied to the order).
Audicus Protect is an additional service for complete peace of mind that can be added to any hearing aid within 60 days of purchase. Audicus Protect provides unlimited repairs, unlimited clean & care servicing, and a 1-time loss replacement (minimum 24 month subscription for loss-replacement). Customers have the option to pay-up-front for a discount on 24 months of coverage.
Those who acquire hearing aids through the Audicus Membership program are offered complimentary peace-of-mind protection for the duration of the Membership for loss of, or damage to, their hearing aids. Audicus Members receive complimentary repairs and can replace a lost or damaged-beyond-repair hearing aid for only $199.