Kristy C Osh

Neither ear will take a charge

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After a few months, the charger quit charging or the ear bud wouldn't take a charge in the left ear. Then a short time later the right ear bud would not charge. Quite a high price for something that only works for a few months.
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Loss:
$1980
Pros:
  • Small and fit in ear without much trouble
Cons:
  • Life of battery between charges
  • Difficult to keep working properly
  • Wont hold a charge or the charger doesnt work properly

Preferred solution: Full refund

User's recommendation: Don't buy this product. It's not reliable.

Anonymous
map-marker Sarasota, Florida

Customer Service

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First of all let me be clear, I have no reason to believe that Eargo is not a quality product.

If you are looking to purchase hearing aides from Eargo, you'll be almost immediately connected to a sales associate.

However, if you have a problem to get resolved good luck, Eargo moves at a snail mail pace.

Chat, will get back to you in 1 or 2 hours...By phone? I'm still waiting for a callback from this morning & it's now 4pm :(

It's no wonder that they make it challenging to get help, you can only assume they know they have a service issue but choose to ignore that fact in favor of making more sales.

As the dynamics of the hearing aide market continue to evolve, so will the quality of the competition.

Wouldn't it be a huge proactive improvement & asset, if Eargo made after the sale Customer Service a priority, instead of an afterthought?

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User's recommendation: Ask questions up front & get guaranties in writing

Anonymous
map-marker Corsicana, Texas

Right eargo no longer takes a charge

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After 3 hours they called me back. The representative was very nice but not a good listener or good at problem solving. I was mad so that didnt help. He sent me a new aid but I as able to get the old one working repeating what he told me to do. The charger does not she the aid charging when the microphone ports are blocked. I had to brush the right spot for a long time. They are fine now but I have to send the replacement back as I was unable to cancel the shipment. Good product just not enough people to answer the phone timely.
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User's recommendation: Have them call you back and go do something else for 3-5 hours. Clean he aids frequently as you can’t see the debris that blocks things off.

fred z Fnd

Do not buy, work good for a few months then they are done, no helpful customer servise and they will not repair them!Go to a real hearing doctor

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Simple they don't work and they will not fix them, had 3 replacements in less than 9 months. They are more worried about getting the defects back from you than they are fixing the problems, they do not have a service dept. and they dont answer the phone when you call. Just throw your money out the window, when they call back they explain how to glean them. And they make your inside ear sweat and and that is what makes them short out
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Loss:
$2500

Preferred solution: Full refund

User's recommendation: Go to real doctor

Janet G Eyv

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Verified Reviewer
| map-marker San Anselmo, California

Too long a wait, with the same phrase of Mozart playing over and over. At least play the entire piece while one is waiting !!!

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Original review Nov 29, 2021
too long a hold--still on hold so biding my time , trying to find another contact and writing this ! It took a LONG, LONG TIME--over an hour on hold, but once agent was on she was helpful and patient. Please hire more staff !
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Pros:
  • Easy--while working
  • Easy
Cons:
  • Not working and poor customer service
  • Donot work

Preferred solution: Let the company propose a solution

Walter S Wiv

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Supporter

Unhappy

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Updated by user Nov 10, 2021

Eargo offers no upgrade or trade in to existing customers. Do, if I were to buy the newest version, they offer no incentive and I would be essentially doubling my investment unless than two years. That's almost $6000

Original review May 07, 2022
Adjusting Eargo to the listening environment is nearly impossible. For example, to optimize for a restaurant environment, it is necessary to be in the listening environment, remove the devices from your ears, place them in the Eargo case, change the setting, reprogramme, reinsert, test, and repeat the process if unsatisfied.

Repete this procedure for each listening environment, such as meetings, crowds, theatre, phone, and TV.
Given the number of potential settings, I find this process difficult to manage.

I complained after the purchase, and Eargo told me the small form factor prevented having the features I wanted. But less than 12-months later, they introduced a version that addresses these issues.
Knowing that I could be throwing good money after bad (fool me once), I was willing to risk paying 1/3 ($1,000) of the total purchase price to trade in, but they refused.
User's recommendation: Bad company - Don't buy.
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Loss:
$2900
Pros:
  • Well hidden
Cons:
  • Difficult to program

Preferred solution: Let the company propose a solution

User's recommendation: Don’t buy

Anonymous
map-marker Los Angeles, California

Terrible product

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I ordered a pair of there hearing aids about a year ago for a cost of $2,350. I was very eager to try them out and see how my hearing was with them. I am sorry to say that there product is pathetic at best. These very expensive hearing aids are nothing more than a *** microphone. When I tried to return them, they refused. I soon found out that you can purchase better hearing aids for $100. These hearing aids are a total rip off. They have very cleaver marketing which are deceptive.
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User's recommendation: Do not buy them

Anonymous
map-marker Henderson, Nevada

CASE #00482303

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Since Dec 6th I have been waiting for a return level I have call several times and still no level. I have $959.12 pending I have ask and ask for the level. It looks like my only option is to dispute the charge. I was planning to invest some money in the company the shares are only $5.59 and I though it would be a good company. However, my experience with your customer service has been negative. I shall post my experience in the social media so other people do not have to go thru my frustrating experience. Also-my address has changed and you fail to do the change.
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User's recommendation: make sure before ordering how to return product

Lee E Uso

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Verified Reviewer
| map-marker Salem, Oregon

Failure to provide timely return authorization

I have been on hold for more minutes than necessary to get a return authorization. told on a Tuesday that the department would contact me in two days. Did not happen
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Preferred solution: Full refund

User's recommendation: be cautious with their service

Anonymous
map-marker Woodland Hills, California

Very disappointing!

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Excited to receive them as seemed perfect for me both budget and needs based. The first charger wouldn't install the software so I couldn't use the app. The hearing aids worked at factory settings but I couldn't customize them. They sent a new charger and this time the software installed but still wouldn't 'talk' to my iphone and wouldn't connect. Also, while I'm six feet tall, i have narrow ear canals and the one size fits all didn't fit as well as I was hoping. I used the smallest pedal for fit but it will start bothering me a few hours after being in. Lastly, they amplified everything equally and i think I need to spend a little more to get a better aid that has more features for selective compression of certain sounds.
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User's recommendation: You should be very smartphone/app knowledgeable, and the device might not be as comfortable or as specific as slightly more expensive types.

Huston P

Poor quality of product

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I now own three pair of Eargo - I'm an idiot, I keep trying to "upgrade" to get a functional hearing aid - the aids just don't work, they don't charge, they don't clean easily and the software updates are a joke, they just don't come through. I should have gone to an ENT in the first place, but my pride is hurt with the prospect of wearing an over ear aid,as it's visible. Bad product, DO NOT buy this product. Go get a better priced aid that actually works, especially if you depend on them to function.
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Loss:
$10000
Pros:
  • Smalll
  • Were very friendly before i made purchase
Cons:
  • Frequent failures requiring exchanges
  • Iems received do not work
  • Work for about 6 months

Preferred solution: Let the company propose a solution

User's recommendation: Do not buy this product

Mardy M
map-marker Lincoln, Nebraska

I have called and emailed/texted several times this week and get no response.

I have called four different Tele Numbers and get the same .answering message! But I have yet talk to a real person. One answer was to get replacements to call this number. I did and still no response.
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Preferred solution: All I want is to buy replacement hearing aids.

Resolved
Andrew W Xfq

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Verified Reviewer
| map-marker San Jose, California

Resolved: Feedback noise

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Updated by user Sep 15, 2021

Excellent customer service to fix my problem. And in case it's not fixed, they will send me replacements. I was too hard on them..

Original review Sep 15, 2021
just in the last two weeks, I started getting all this feedback noise. I have to take my left Eargo out to use the phone. I get screeching feedback just when I swallow or yawn. This is crazy and I'm pissed that my 45 days is over. I should have gone with over the ear for the $2500 I spent with them.
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Pros:
  • In-ear researchable
Cons:
  • Not comfortable
  • Too much feedback

Preferred solution: Deliver product or service ordered

User's recommendation: Buy a different device

Anonymous
map-marker Manhattan, New York

Not able to connect Eargo devices to app.

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Not good. After many attempts and a couple of customer support calls I couldnt connect the hearing aids to the app. Decided for a refund.
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Anonymous
map-marker San Anselmo, California

Improved

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Received follow up call from representative, which was appreciated. This is an improvement upon the initial attempt to reach a consumer rep.
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