Product & Operational Updates

Product Phase-Out

At Phonak we strive to create a world in which there is a solution for every hearing loss.  Our principal goal is to support Hearing Care Professionals to help people hear the world by providing the most innovative technology along with outstanding service and support. With this in mind, I would like to make you aware of some changes relating to a few of our products.

Due to advances in technology, the following products will be phased out from 31st March 2019:

Phonak Charger Case RIC (075-0111)

Phonak Charger Case BTE (075-0013)

TV Connector (076-3002-0612)

EasyCall II (076-0048-0020)

We will continue to service and repair these products for five years from the date of phase-out.

Please contact your Regional Sales Manager to discuss the new product options available which replace the products listed above.

In addition to the above product phase-outs, please be aware that the following products are planned for phase-out from 30th June 2019:

Phonak Audéo B-Direct

Roger 16

If you have any further questions then please do not hesitate to contact your Regional Sales Manager or Phonak’s Customer Service Team on 01925 623600.

Product Phase-Out

At Phonak we strive to create a world in which there is a solution for every hearing loss. Our principal goal is to support Hearing Care Professionals to help people hear the world by providing the most innovative technology along with outstanding service and support. With this in mind, I would like to make you aware of some changes relating to a few of our products.

Due to advances in technology, the following products will be phased out from 31st March 2019:

Comfort Audio Conference Mics DC10 & 20

Part Number Product Description
052-4002 CA Conference Microphone DC10 b
052-4011 CA Conference Microphone DC20 f1
052-4013 CA Conference Microphone DC20 f2-UK
052-4122 CA Conference Microphone DC20 f1-UK
055-4054 CA Dummy Conference Microphone DC20
055-4015 CA Neckholder Microphone

We will continue to service and repair these products for five years from the date of phase-out.

Please contact your Regional Sales Manager to discuss the new product options available which replace the products listed above.

If you have any further questions then please do not hesitate to contact your Regional Sales Manager or Phonak’s Customer Service Team on 01925 623600.

Product update: Integrated Roger Receivers – Tamperproof Conversion Process

Dear Valued Customer,

Following on from our Focus days, we were made aware of a number of day to day challenges that you are currently facing. We have listened to all of the feedback and we are currently working on solutions to make life that little bit easier for you. I am pleased to inform you of our first improvement, which is around the process for tamperproof receiver conversion.

The safety of Phonak’s youngest hearing instrument and radio aid users is of the utmost importance to us and therefore a variety of tamperproof  solutions  are  available  for  use with our Paediatric hearing instruments and Roger integrated receivers when required.

Following a recent consultation  with our  headquarters  in Staefa, Switzerland, I am  happy to confirm that it is no longer necessary to send integrated Roger receivers and their corresponding Tamperproof Kits into Phonak UK for modification to tamperproof versions. This process may now be carried out by yourselves in the field if you wish to do so. We will however continue to offer this modification service for you if you would prefer the conversion to be carried out by Phonak UK.

N.B: If you would like to continue sending your receivers and tamperproof kits into Phonak UK for conversion, please clearly state on the paper work accompanying the items that the receivers are to be converted to tamperproof versions. Please also include your full contact details i.e name, address, account number etc.

here are clear instructions for the conversion process enclosed within each receiver’s corresponding tamperproof kit. Please ensure you follow the correct instructions for the receiver you are converting. Please see the following example of instructions for conversion of a Roger 18 receiver:-

If you have any further questions or if you would like some face to face
training regarding the receiver conversion process, then please do not hesitate to contact your local Regional Sales Manager or call our Technical Support Team on 01925 623 600.

Rest assured, we are looking into further improvements based on your feedback to make access to hearing solutions for you, and your end user, even easier. We will update you in due course as we break down these barriers to ensure those that need help receive it.

Kind Regards
Jacqueline

Jacqueline Enright
Sales Operations and Product Manager

Love at First Sound

Audiology is at the heart of everything we do at Phonak, which is why we’re delighted with the incredible technology and features in our new revolutionary hearing aid, Marvel. Here, we touch on just a few of the amazing innovations.

Revolutionary technology

Our mission has always been to enable people to thrive socially and emotionally by improving their ability to communicate with each other. The new Marvel hearing aid combines all of Phonak’s cutting-edge technology in a single, neat, easy to use package and offers the best possible hearing in any situation with a sound quality that is second to none.

Featuring an impressive eight ‘world’s first’ innovations, the Phonak Marvel hearing aid will wow the wearer. It connects to smartphones, TVs and tablets (and more) so the wearer can stream music, podcasts, radio and TV directly – delivering an unrivalled clear, rich sound.

Phonak Audéo M

The moment of truth

An exceptional first fit is crucial for first-time users of hearing aids, but of course it is also critical for fitters. The Phonak team spent months developing a pre-calculation that delivers exceptional sound quality from the first fit using the new AutoSense OS™ 3.0, which has been developed with Artificial Intelligence (AI) to precisely tailor the hearing aid performance to the needs of the situation, delivering a more natural listening experience. In noisy situations, AutoSense applies adaptive compression speed to minimise listening effort for the wearer.

A world first – of many

Marvel is the world’s first and only hearing aid that classifies streamed signals, which means the wearer experiences top rated streamed sound quality. This technology is so smart, it knows exactly what you’re streaming – be that music, or TV, for example – and adjusts to the best setting without a touch of a button. Amazing, right?

Another first is RogerDirect – streaming the Roger signal directly to the hearing aids. There are more Roger compatible form factors than ever before in the aid which is 33% smaller and 60% lighter than before.

The result?

The result of this dedicated research, innovation and design is a hearing aid that wows the patient and the provider, delivers the best possible performance 24/7 thanks to its unrivalled sophisticated automatic system, and an exceptional sound quality from the very first fit.

In audiological terms, the fundamental needs of the patient have been addressed better than ever before, and we are delighted to share this with our providers.

It truly is Love at First Sound.

Click here to learn more about our new Marvel hearing aid.

Virto™ B-Titanium Benefits

We were delighted to announce the launch of the new Virto B-Titanium hearing aid earlier this month. As the world’s only mainstream custom hearing aid made of premium medical-grade titanium, the Virto B-Titanium has a whole host of special benefits for the wearer.

 Discreet

Did you know that more than 60% of first-time hearing aid wearers prefer an invisible hearing aid? A discreet fit is a high priority for most wearers, and the Virto B-Titanium achieves this by combining the many benefits of titanium together with the latest 3D printing technology.

Titanium is 50% thinner than the traditional acrylic material. A thinner shell allows a deeper placement in the ear canal resulting in a more discreet fit.

 Strong and durable

Again, the titanium material excels when it comes to durability. Titanium is an impressive 15X stronger than the traditional acrylic material.

The Virto B-Titanium achieved an IP68 rating for resistance to both water and dust, contributing to its recent win at the Red Dot Awards for its innovative product design.

Read: Phonak wins three Red Dot product design awards

High performance

Discreet? Tick. Strong? Tick. The Virto B-Titanium also provides an unrivalled hearing performance. Containing AutoSense OS for a fully automatic and effortless hearing experience, improving speech understanding by up to 20% in everyday listening situations.

The perfect fit

Our expert engineers were challenged with making the Virto B-Titanium our most discreet hearing aid yet. To do this, they decided to focus on the fit, and how to increase ‘ear candidacy’. The result is the Titanium FitGuide – a new tool for hearing care professionals (HCP) that has been proven to give more than 50% of patients a deeper fit by an average of 2.5mm.

Individual fit can be enhanced further by the award-winning EasyView Otoblock, which provides visualisation for the deepest ear impression possible.

Sign up to Phonak Learning, our new Learning Management System (LMS) today to access free learning modules about the Virto B-Titanium.

Read: Introducing Phonak Learning!

To find out more about the Virto B-Titanium hearing aid, or to sign up to Phonak Learning, please contact our customer services team directly on: 01925 623 600

The small and discreet Virto B-Titanium custom hearing aid becomes even tinier and more discreet thanks to a new tool for hearing care professionals called the Titanium FitGuide.

Summary

In February of 2017, Phonak announced the production of the Virto B-Titanium hearing aid. Virto B- Titanium remains the world’s only mainstream custom hearing aid made of premium medical-grade titanium. Virto B-Titanium combines the many benefits of titanium—including superior strength and an extra light weight—together with the latest 3D printing technology.

The Virto B-Titanium is the smallest and most discreet custom hearing aid Phonak has ever produced. Compared to traditional acrylic, titanium shells are 15X stronger and 50% thinner. A thinner shell allows for deeper placement in the ear canal, resulting in a more discreet fit. This makes Virto B- Titanium an ideal solution for first-time hearing aid wearers, 62% of whom prefer an invisible hearing aid.1

Virto B-Titanium also provides outstanding hearing performance. It contains AutoSense OS for a fully automatic and effortless listening experience. AutoSense OS accurately captures and analyzes the sound environment, then precisely blends feature elements from multiple programs in real time. When compared to manual programs, use of AutoSense OS improves speech understanding by 20% in everyday listening situations.2,3

Virto B-Titanium achieved an IP68 rating for resistance to both water and dust and was recently honored as a 2018 Red Dot Award Winner for excellence in product design.

The Challenge

The engineers at Phonak were challenged with making the tiny Virto B-Titanium even tinier and more discreet. They decided to focus on how to increase “ear candidacy” for the product, which ultimately led them to re-examine the ear impression-taking process. Traditional ear impressions typically only involve injecting impression material into the ear canal.

Unfortunately, ear impressions are static and an impression alone does not take into account the natural flexibility of the ear canal. Enter the Titanium FitGuide, a new tool for hearing care professionals (HCPs) that has been proven to give more than 50% of patients a deeper fitting by an average of 2.5mm.3 The tool is made of pure medical-grade titanium and has two modular ends—one for patients who require a moderate receiver and another for those who need a power receiver. The HCP inserts the appropriate module into the patient’s ear to reach a depth that is both deep but comfortable. The HCP notes the depth in millimetres, which is etched onto the stem of the tool.

In addition to the Titanium FitGuide, professionals may also use the 2018 Red Dot Award-winning EasyView Otoblock when taking an impression for the Virto B-Titanium. The EasyView Otoblock provides visualization for the deepest ear impression possible. Along with the availability of this deep impression, the additional data gained from the Titanium FitGuide ensures Phonak`s 3D modellers build the smallest, most discreet Virto B-Titanium.

The new and improved Virto B-Titanium will be available August 27 in 17 countries (Austria, Belgium, Finland, France, Germany, Hungary, Israel, Italy, Japan, Korea, Netherlands, New Zealand, Poland, Spain, Switzerland, United Kingdom, United States) with two additional module colors and new venting options.

For further information, visit www.phonak.com or www.phonakpro.com.

Notes

1 Knor, H. (2016) Sonova B2C consumer segmentation. Jan 2016, #668, N2456, GER, USA, CHN, FRA.

2 Rakita, L., & Jones, C. (2015). Performance and Preference of an Automatic Hearing Aid System in Real-World Listening Environments. Hearing Review, 22(12):28.

3 Searchfield, G., Linford, T., Kobayashi, K., Crowhen, D., and Latzel, M. (2017). The performance of an automatic acoustic- based program classifier compared to hearing aid users` manual selection of listening programs. International Journal of Audiology, 1-12.

4 Bishop, R., Stewart, E., & Loyola, N. (2018). Titanium FitGuide – helping more than 50% of people get an even more discreet Virto B-Titanium. Phonak Field Study News, retrieved from www.phonakpro.com/evidence, accessed August 9th, 2018.

Comfort Audio Servicing: Update

Date published: 31st July 2018

We would like to inform you that the way your Comfort Audio devices are serviced and repaired  has now changed.

As you may have been informed, PC Werth has withdrawn from servicing any Comfort Audio products. They initially informed their customers that this service would be provided by Phonak UK, but following Sonova’s recent acquisition of Gordon Morris Ltd into the Sonova family, we are pleased to announce that this service will be provided directly by Gordon Morris Ltd. They already have a great deal of expertise in dealing with these products, and will provide you with an excellent service.

This change will create minimal disruption however please note the changes in the return process. Moving forward, please send all repairs direct to Gordon Morris at the address below, along with details of the product and the problems you are experiencing:

Gordon Morris Ltd, Unit 21 Wessex Park, Somerton Business Park, Somerton TA11 6SB

We are confident that Gordon Morris Ltd will provide you with an exceptional service. For any further information around these changes, please contact their customer services on 01458 272 121

Product Phase-Out: Update

Date published: 18th July 2018

Dear Valued Customer,

At Phonak we strive to create a world in which there is a solution for every hearing loss.  Our principal goal is to support Hearing Care Professionals to help people hear the world by providing the most innovative technology along with outstanding service and support.

With this in mind, I would like to make you aware of some changes relating to a few of our products.

Due to advances in technology, the following products will be phased out from 31st December 2018:

Hearing Instruments

  • Phonak Naida Q
  • Phonak Sky Q
  • Phonak Virto Q
  • Phonak CROS

Quest Accessories

  • Phonak ComPilot
  • Phonak PilotOne

Roger

  • Roger Table Mic
  • Roger Inspiro
  • Roger AudioHub
  • Roger DynaMic 4.0

We will continue to service and repair these products for five years from the date of phase-out.

Please contact your Regional Sales Manager to discuss the new product options available which replace the products listed above.

 In addition to the above, please also see below for a list of products which, due to current low demand, were phased out on 30th June 2018.

Product Code Description
052-4010 CA Conference Microphone DC10-UK
052-4008 CA Microphone DM10 Red b
052-4032 CA Public case-UK w 10 charger stands
055-4088 CA Roger charging rack 16
052-3152-00059 iConnect pediatrics earhook beige
052-3449 DC Power Supply plus adapter for 3C
055-4073-T4 Roger Table Mic RC assembled serialized
052-3031 MicroLink Adaptor for 3G
055-4049 CA Pouch microfiber 145×80
055-4013 CA Necklace with holder Receiver
055-4056 CA External Mic Duett
055-4012 CA Colour markers
055-4069 CA Power supply A16
055-4027 CA Charger stand for conf. microphone
055-4016 CA Cable Headset
055-4068 CA Cable USB – 3,5mm 4p
055-4086 CA Tripod Speaker DS15
055-4066 CA Neckloop long with adapter
055-4005 CA Table list 5 DM/DH w charger stands
055-4040 CA Power supply A14-UK
055-4006 CA Table list 10 DM/DH w charger stands
052-4007 CA Remote DC05 b
052-0073 Cable 31″ Freedom Bodyworn
052-4000 CA Comfort Contego T800 b

If you have any further questions then please do not hesitate to contact your Regional Sales Manager.

Kind regards,

Jacqueline

Jacqueline Enright

Sales Operations and Product Manager

Phonak UK

Product Phase-Out: Nathos Q Tinnitus 

Date published: 21 March April 2018

Dear Valued Customer,  

At Phonak we strive to create a world in which there is a solution for every hearing loss. Our principal goal is to support Hearing Care Professionals to help people hear the world by providing the most innovative technology along with outstanding service and support.

With this in mind, I would like to make you aware of some changes relating to a few of our products.

Due to advances in technology, the following products will be phased out from 30th June 2018:-

Hearing Instruments:

– Nathos Q Tinnitus

We will continue to service and repair these products for 5 years from the date of phase-out.

If you have any further questions then please do not hesitate to contact your local Regional Sales Manager or call our Customer Service Team on 01925 623600.

Kind regards,
Jacqueline Enright
Sales Operations and Product Manager

Product Phase-Out: Audeo™ Q  & Bolero™ Q

Date published: 21 March April 2018

Dear Valued Customer,   

At Phonak we strive to create a world in which there is a solution for every hearing loss. Our principal goal is to support Hearing Care Professionals to help people hear the world by providing the most innovative technology along with outstanding service and support.

With this in mind, I would like to make you aware of some changes relating to a few of our products.

Due to advances in technology, the following products will be phased out from 30th June 2018:-

Hearing Instruments:

– Phonak Audéo™ Q

– Phonak Bolero Q

We will continue to service and repair these products for 5 years from the date of phase-out.

If you have any further questions then please do not hesitate to contact your local Regional Sales Manager or call our Customer Service Team on 01925 623600.

Kind regards,
Jacqueline Enright
Sales Operations and Product Manager

Release notes for Roger Upgrader V1.13 and FW V1.4 (Roger Touchscreen Mic and Roger Pass-around)

Date Published: 29-January-2018

Roger Upgrader V1.13  is now available on the internet under Phonakpro.com/Support/Wireless accessories 

Link: https://www.phonakpro.com/com/en/support/product-support/wireless-accessories/roger-upgrader.html

What is new in Roger Upgrader V1.13?

Roger Upgrader V1.13 features firmware version v1.4 for Roger Touchscreen Mic and  for Roger Pass-around

What is new in firmware version V1.4?

This firmware release supports changes for internal hardware component replacement on new batch of products. Existing hardware is also supported with the new firmware v1.4 

Important clarification: It is NOT mandatory to upgrade any installed based devices.

Frequently Asked Questions:

1) Are devices (Roger Touchscreen Mic, Roger Pass-around) featuring firmware v1.4 compatible to devices featuring firmware v1.3?

Yes

2) Can I upgrade a device (Roger Touchscreen Mic, Roger Pass-around) featuring firmware v1.3 to firmware v1.4?

Yes

3) Can I downgrade a device from the manufacturing plant (Roger Touchscreen Mic, Roger Pass-around) featuring firmware v1.4 to an older firmware version e.g. v1.3?

No 

4) Does it run on Windows?

Roger Upgrader is working on Windows 10. It is recommended to first start Roger Upgrader and then connect the device afterwards.

Phonak Commitment to Service: Snapshot Survey

Date Published: 23-January-2018

We are piloting an ‘event triggered feedback survey’ to help us improve our supply chain services to you. The initial pilot focuses on ‘Custom New’ and ‘Service Orders’ from our UK Service Centre, but we will expand this to cover all aspects of our supply chain which affect you as our customer.

This survey is designed to be super quick and easy for you to complete, and because we know your time is valuable, you won’t receive more than one request every 60 days. From this Snapshot Survey, we will see all year round how you feel about our service and we can react much more quickly to issues arising. To help you identify the relevant order, the survey will always contain our 25xxxxxxxx number and your purchase order number, if you provided one.

As this is an email survey, we do rely on having your correct contact details maintained, so please, next time you are talking to your Account Manager, or your Customer Service Team, please take a few minutes to make sure we have all your contact details on our system. We really appreciate your support and feedback.

Phonak Target 5.2

Dear Valued Customer,

Please be aware that a “Service Pack” for Phonak Target 5.2 has recently been released, via an online update, to hearing care professionals.

Please contact our technical support team on 01925 623600 if you have any questions relating to this update.

Jacqueline Enright

Sales Operations and Product Manager

Phonak Group Limited

Changes to our Lyric support team

Date published: 7-December-2017

Due to the continued growth of our Lyric business, we’ve made some changes to help improve how we support you going forward.

From today, Johnathan Johnston will focus on providing service excellence within our general Customer Services team. However, we are delighted to announce that we now have two representatives, Nicola Herbert and Phil McNevin, who will be your dedicated Lyric Support team. They will be responsible for all order placing and general enquiries, while technical queries will continue to be handled by Technical Support.

Please use the dedicated Lyric Support line 01925 909355 or existing email Lyric.Trial@phonak.com to contact the team, place orders, make a complaint, or for general enquiries.

Lyric enquiries received by the general Customer Service team will be directed to Lyric Support or Technical Support to ensure you receive appropriate service.

May we also take this opportunity to wish all our Lyric customers a wonderful Season’s Greetings from your Lyric Team!

Kind Regards,

Lisa Carroll
Head of Customer Experience
Phonak UK

High-performance Phonak hearing aid portfolio now available on the NHS

Audiology expert, Phonak UK, has launched a new hearing aid portfolio specially designed for the NHS sector. Nathos AutoTM is powered by the fastest and highest capacity chip platform available to the NHS. Exclusive Zoom Technology enables the new Nathos Auto hearing aids to offer outstanding performance in even the most challenging listening environments and a 30% improvement in battery life.

A seamless experience

As there is no ‘one size fits all’ solution for the diverse range of listening situations a person is exposed to, Phonak has designed Nathos Auto to offer a range of tailor-made listening programmes to optimise hearing performance – even in noisy environments or in the car. Thanks to the new AutoSense OS operating system, Nathos Auto is capable of creating up to 67 discrete hearing programmes.

AutoSense OS, which is unique to Phonak, offers numerous processing solutions within the automatic blending algorithm, allowing it to overcome speech in background noise for a clear hearing experience. In addition, AutoSense OS automatically adapts to the users’ surroundings, eliminating the need for manual adjustment of hearing programmes. Nathos Auto also offers an industry-leading music feature that provides the best music listening experience.

Superior performance in noise

Nathos Auto also supports StereoZoom – an advanced directional microphone beam-forming technology. Its design provides greatly improved comprehension of speech, compared with traditional directional microphones, in situations where high levels of background noise are present.

An added benefit of Nathos Auto is that users can choose to connect via an interface to commonly used mobile devices such as smartphones, TVs or tablets, etc.

Launched at the 14th BAA (British Academy of Audiology) annual conference on 16th November 2017, the new Nathos Auto has been demonstrated across the country and is now available to order.

Phonak Remote App

 Date published: 7November-2017

Turning smartphones into easy to use support tools.

Hearing aid wearers often need support with their hearing aids. Printed user guides delivered with the products are usually filled with information which can be overwhelming and difficult to understand. Additionally, they can be lost or misplaced, which can cause issues when a problem arises.

The Phonak Guide app is created to help hearing aid wearers get acquainted with the functions of their hearing aid. User-friendly illustrations show step-by-step instructions regarding handling and maintenance for everyday use. Because the app is always available, it is convenient and provides peace of mind for the hearing aid wearer.

The Phonak Guide app supports all Phonak Belong and Venture products with relevant content. We advise all hearing care professionals to include the Phonak Remote App as part of their customer support services.

Experience it yourself! Scan the QR codes below to open the app and follow the wizard to customize it for specific hearing aids.

Key Dates for Christmas & New Year 2017/2018

Date published: 6-November-2017 

Important information about opening times and order deadlines during deadline during the festive season.

Opening Times 

To provide ongoing assistance throughout the Christmas and New Year our Customer Care and Technical Support teams will be available:

Friday 22nd December Normal Day 8:00 am – 5:15 pm
Saturday 23rd December Closed
25th and 26th December Closed Bank Holiday
27th, 28th & 29th December 9:00 am to 2:00 pm
Saturday 30th December Closed
Monday 1st January Closed Bank Holiday

New Orders & Repairs

We expect all orders received by the date below to be shipped by Christmas.*

New ITE orders and all repairs: Friday 15th December**
New BTE, FM and DWA orders: Thursday 21st December*

Please note that couriers can be very busy during the pre-Christmas week, which may slow down deliveries.

If you have any questions, please contact us on 01925 623 600 or email us at info@phonak.co.uk.

* Subject to stock availability
** To be fair to all of our customers at this busy time, we will not be offering our Custom Order Express Service between Monday 11th and Friday 22nd December.  

We wish both you and your clients a Happy Christmas and a Prosperous New Year!

Roger X – Product Update

Date published – 2November-2017      

Please note that from 30th November  2017, Roger X in the silver grey colour (P6) will be phased out and will be replaced with a Roger X in champagne (P5) coloured housing.  After this date, Roger X in champagne will be the only colour available to order.

Phase-out of the silver grey colour and phase-in of the champagne colour will occur on the same date.

Phase-Out 

052-3113-D02P6                Roger X (02) Silver Grey

052-3215-D03P6                Roger X (03) Silver Grey

Phase-In

052-3113-X02P5                Roger X (02) Champagne

052-3215-X03P5                Roger X (03) Champagne

Please do not hesitate to contact your local Regional Sales Manager, or call our Customer Services Team on 01925 623600, if you have any further queries.

Jacqueline Enright

Sales Operations and Product Manager

Phonak Group Limited

Roger 20 – Now Available

Date published: 15-September-2017

Phonak’s latest design-integrated Roger receiver, Roger 20, is now available to order,

Roger 20 is a new receiver which fits the “Nucleus 7” sound processor from Cochlear.  Roger 20 follows the design language of the Nucleus 7 and can be attached between the processor unit and any battery pack.

Roger 20’s part number is 052-3317-D02xx and is available in five colours:-

White (L8), Black (L9), Sand (M1), Moccha (T1) and Smoke (T2)

Roger 20 will be available as an (02) option only and the price will be £498 + VAT.

In addition to the new Roger 20 integrated receiver, we will also be launching a Roger 20 adapter to enable listening tests with an Mlx Audio Checker.  Roger 20’s adapter part number is 055-3008 and will be priced at £53 + VAT.

Please do not hesitate to contact your local Regional Sales Manager, or call our Customer Services Team on 01925 623600, if you have any further queries.

Jacqueline Enright

Sales Operations and Product Manager

Phonak Group Limited

Product Update – Virto B Titanium

Date published: 15-August-2017

Following a hugely successful launch phase, we are delighted to be able to announce that replacement battery compartments for Virto B-Titanium hearing aids are now available to order.

The part numbers and prices are as follows:-

Battery Compartments with Push-Button (£5.50 each)

  • 042-0093-061 (L)
  • 042-0094-061 (R)

Battery Compartments without Push-Button (£1.00 each)

  • 004-2440-061 (L)
  • 004-2441-061 (R)

Important Note

When a Virto B-Titanium hearing instrument is ordered, a specific electronics package is selected based on whether the battery compartment module is wired for push-button functionality or not.  If a non-push-button model was selected initially, even if you add a push-button battery compartment later, the module is not wired for that capability and therefore the added push-button will not work.  With this in mind, it is important that only like-for-like battery compartments are ordered in this instance.  However, if a Virto B-Titanium with a push-button is ordered, you can always choose to change to a non-push-button battery compartment at a later date.

Please do not hesitate to contact your local Regional Sales Manager, or call our Customer Services Team on 01925 623600, if you have any further queries.

Product Phase Outs 

15th August 2017

At Phonak we strive to create a world in which there is a solution for every hearing loss. Our principal goal is to support Hearing Care Professionals

Our principal goal is to support Hearing Care Professionals to help people hear the world by providing the most innovative technology along with outstanding service and support.

With this in mind, we would like to make you aware of some changes relating to a few of our products.

Due to advances in technology, the following products will be phased out from 30th September 2017:-

Hearing Instruments:

  • Phonak Cassia BTE and ITE
  • Phonak Dalia BTE and ITE
  • Naida S
  • Lyric 3.1B

Accessories:

  • EasyCall
  • MicroLink CI S & Freedom
  • Roger 13

We will continue to service and repair these products for 5 years from the date of phase-out.

If you have any further questions then please do not hesitate to contact your local Regional Sales Manager or call our Customer Service Team on 01925 623600.

Service Hours

Date published: 27-June-2017

Following a review of the Saturday service currently provided by technical support and customer services at Phonak, we will be changing the service hours with effect Saturday 1st July 2017.

With all of our customer partners, your clients and our colleagues in mind, we’ve made the change to ensure we are meeting peak customer demand levels on Saturdays, whilst maintaining optimum service standards during the week.

The revised Saturday opening times will be 9.00am – 1.00pm, with the same service levels available.

We are confident this will enable us to serve you better and will continue to review, to meet future demand accordingly.

Thank you for your loyal custom and please don’t hesitate to raise any concerns with your regional sales manager.

Shipping Guidelines for Lithium Batteries

Date published: 1-June-2017

In order to comply with revised local shipping regulations, Phonak has made some changes to our shipping procedures. These affect products containing Lithium based batteries, i.e. all rechargeable hearing aids and wireless accessories (Lithium Ion / Lithium Polymer) and some non-rechargeable wireless accessories (Lithium Metal).

Phonak shipments to you (new orders, repairs, etc.)

Phonak follows local regulations when shipping products to you, including proper labelling and shipment by ground delivery when required.  From now on you will notice some extra labels on shipments to you containing lithium batteries. Here is what you can expect to see:

All Power Packs (SAP-number 071-0003 – external battery for our rechargeable hearing instrument chargers) will now be sent via ground shipping in order to comply with regulations. If your order contains a Power Pack along with other products, the entire order will be sent via ground shipping.

Your shipments to Phonak (returns, repairs, etc.)

Good news – most of your existing shipping processes will not change! These include shipments of all products not containing a Lithium battery.  Please continue to process the shipments of these products as you always have.

New Shipping Policies (effective immediately):

 A. Products using Lithium based batteries

(Audéo B-R, Bolero B-PR and most Wireless Accessories including ComPilot, DECT phones, Roger Pen, etc.):

The following guidelines apply per individual package (a shipment may contain multiple individual packages):

  • There are no changes to your shipping process if sending back one (1) or two (2) products. Please note that the DECT phone battery should be installed in the phone prior to shipping.
  • If sending back three (3) to two hundred (200) of these products, special packaging and labels are required by local regulations. Products should be enclosed in inner packaging and should be sent in a strong, rigid outer packaging (i.e. shipping box) with a lithium battery label affixed to the outer packaging. See below for what this label looks like. Please contact Customer Service for any further information.
  • If sending back more than two hundred (200) products, regulations require ground shipping. Please contact Customer Service for a ground shipping label.

If damage to the Lithium battery is visible (e.g. leaking, venting, hot to touch) or suspected, do not return to Phonak. Please contact Customer Service for further service replacement information and dispose of the product according to your local regulations.

B. Power Pack

Due to more restrictive local shipping regulations, Power Packs are non-returnable. Please do not return Power Packs to Phonak. Phonak assumes no liability if you ship a Power Pack back to us. Can be provided to another patient, kept for demo/display purposes, or disposed of according to your local regulations. In case of a defective Power Pack, please call Customer Service for further instruction.

Please note that these new regulations apply to all shipments, regardless of origin. We recommend you follow the same procedures if you choose to ship any products containing lithium batteries to your patients.

Our Customer Care team is here to help you with any questions. Contact us at 01925 623 600

We thank you for your partnership in our mutual mission to enrich the lives of the hearing impaired, while ensuring regulations are being met.

Roger 21 – Now Available

Date published: 31-May-2017

Phonak’s latest design-integrated Roger receiver, Roger 21, is now available to order,

Roger 21 is a new receiver which fits the “Sonnet” audio processor from Med-El and can be attached to the audio processor in place of the standard battery cover.

Roger 21’s part number is 052-3469-D02xx and is available in six colours:-

Anthracite (V1), Beige (V2), Black (V3), Ebony (V4), Nordic Grey (V5) and White (V6)

Roger 21 will also be available as an (02) option only.

In addition to the new Roger 21 integrated receiver, we will also be launching a Roger 21 adapter to enable listening tests with an Mlx Audio Checker.  Roger 21’s adapter part number is 055-3020 and will be priced at £53 + VAT.

Please do not hesitate to contact your local Regional Sales Manager, or call our Customer Services Team on 01925 623600, if you have any further queries.

Jacqueline Enright

Sales Operations and Product Manager

Phonak Group Limited