We have a dedicated repairs telephone number and email address for our auditory implant patients.
Repairs hotline: 023 80 58 4068 SMS: 07887 790765
Spare headpiece cables, coils and ear hooks will be issued in the kit at initial programming or upgrade. We advise our patients to please contact us to request replacement items as soon as the spare is used. This is to ensure that the user has spare leads available at all times.
In the patient kit there will be a number of items that will be provided such as audio listening cables and accessories (Please see link to accessory and spares list). USAIS will only replace these for an initial one year warranty period post-switch on. This warranty period does not apply to replacement coils and cables as USAIS will always provide replacement ones when they become faulty to keep the CI system working.
Replacement equipment is provided free of charge to patients and sent by first-class post for next-day delivery. Spares need to be requested before 2.00 pm for next-day delivery.
If parents and schools wish to keep extra spares in addition to the above, information on obtaining these direct from the manufacturer (with a price list) can be provided on request.
If the Naida Link Hearing Aid or the Naida Link CROS needs to be sent for repair, unlike with speech processors, the patient will need to wait for it to return to USAIS rather than receiving a spare.
Just as for conventional hearing aids, speech processors can develop faults from time to time. If a speech processor develops a fault:
- Firstly, we ask the patient/parent to identify the fault using the troubleshooting checklist issued at initial programming. Click here for troubleshooting advice.
- If the problem persists or the patient needs advice, they can ring the USAIS spares and repairs helpline on 02380 584068 and our support staff will be able to assist with the troubleshooting and may be able to resolve it. If necessary we will get an audiologist to return the call as soon as they are available. We can also be contacted by email or text.
If a speech processor has to be sent out please state clearly whether it should be sent to the patient’s home address or the school. Please have address details handy when calling us.
Replacement speech processors are sent out by registered post and should be received the following day.
A speech processor is an expensive item of equipment (approximately £5,500). We only have a limited number to issue as replacements in the event of equipment breakdown, therefore it is important that broken or faulty speech processors are returned without delay using Royal Mail Special Delivery. Repairs can then be carried out and our stock of spare equipment maintained.
If you have lost your processor, please fill out and return the lost processor form which you can download here.
If the processor requires AA or AAA rechargeable batteries, these will be provided by us, as well as the battery charger. USAIS expects that all patients using processors with rechargeable batteries will use this option as their main power source and we will only provide one box of disposable batteries per year for holidays and emergencies. Custom made rechargeable batteries that should last a number of years.
If your processor doesn’t have a rechargeable option or it is deemed that you require disposable batteries for other reasons then these will be provided by USAIS. An initial supply of batteries will be provided at one of the first appointments after this you should receive a regular supply of disposable batteries posted out to you directly.