There are four easy ways to contact AB Customer Service:

• Call AB Toll Free (U.S. & Canada Only): 877.829.0026 or 800.678.3575 (TTY)
• Call AB Directly: 661.362.1400
• Email: CustomerService@advancedbionics.com
• Chat Online: www.advancedbionics.com/support

AB’s hours of operation are Monday through Friday, 5:00 a.m. to 5:00 p.m., Pacific Standard Time.

Yes.

Contact Technical Support

Recipients and Candidates:
Call AB Toll Free: 877.829.0026 (U.S. and Canada Only) or 800.678.3575 (TTY)
Call AB Directly: 661.362.1400 x2101
Email: hear@advancedbionics.com

Audiologists:
Call AB Toll Free: 877.829.0026 (U.S. and Canada Only)
Call AB Directly: 661.362.1400 x2101
Email: hear@advancedbionics.com

Educators and Therapists:
Call AB Toll Free: 877.829.0026 (U.S. and Canada Only) or 800.678.3575 (TTY)
Call AB Directly: 661.362.1400 x2101
Email: toolsforschools@advancedbionics.com

Operating Room (OR) Support:
Call the OR Hotline: 866.550.4032

Please contact the Advanced Bionics office in your region for more information.

Please contact Advanced Bionics Customer Service. A customer service representative will take your order and charge your debit or credit card. When you call, have your debit or credit card number and expiration date. AB accepts American Express, Discover, MasterCard, and Visa.

You may place a secure online order at AB’s Webstore. Before you can order from AB’s Webstore, you must first register with Advanced Bionics Customer Service. For security and privacy purposes, a user ID and password will be assigned to you upon confirmation that you or your child is a registered AB recipient. Upon receiving a user ID and password, products may be charged to your American Express, Discover, MasterCard, or Visa card.

You will receive your order within two business days. Shipping times may vary.

Your order will be shipped via FedEx. Two-day shipping is $10.00. FedEx next day shipping is $20.00. FedEx Saturday delivery is $60.00.

Yes. Please contact Customer Service. A customer service representative will take your order and place it on hold. On the business day we receive your check or money order for the order total plus shipping, your order will ship via FedEx.

Please make your check or money order payable to Advanced Bionics, LLC and mail to:

Advanced Bionics, LLC
PO Box 5131
Carol Stream, IL. 60197-5131

Yes. When you purchase five or more of the same product, you will receive a 15% discount.

Please contact Customer Service. Your order may be on insurance hold. Before we can ship your order and charge your debit or credit card, we need your verbal authorization to bypass insurance authorization. If this is not the case, we can track your package for you to see what has caused the delay.

Please contact Customer Service. A customer service representative will determine which piece of equipment is malfunctioning. If the product in question is under warranty, the customer service representative will process a Return Materials Authorization (RMA).

When you receive the replacement product, you will also receive a postage-paid envelope. Please place the malfunctioning product in the postage-paid envelope and mail.

Please contact Customer Service. A customer service representative will look up your name in our database and let you know whether your equipment is under warranty. You may also review our standard warranty for products.

• Internal device has a 10-year warranty from the surgery date.
• Sound processor has a 3-year warranty from initial stimulation date.
• Headpiece has a 3-year warranty from initial stimulation date.
• Battery charger has a 3-year warranty from initial stimulation date.
• T-Mic^TM has a 1-year warranty from initial stimulation or time of purchase.
• iConnect^TM wireless FM adapter has a 6-month warranty from the date of purchase.
• Accessories have a 90-day implied warranty.
• PowerCel^TM batteries have a 90-day implied warranty.
• Rechargeable batteries have a 90-day implied warranty.
• AA Power Pak has a 3-year warranty from initial stimulation or time of purchase if purchased separately.
• Kinder Clip has a 90-day implied warranty.

If you don’t see the warranty listed for the AB product in question, please contact Customer Service.

Please contact Customer Service. A customer service representative will verify that your product is no longer under warranty and place your order.

You should receive your replacement product within 2 business days via FedEx.

Please contact Customer Service. If you need your out of warranty sound processor replaced, we have a repair fee of $699.00. We will charge your debit or credit card and ship the replacement processor to your audiologist.

There are four easy ways to contact AB Customer Service:

• Call AB Toll Free (U.S. & Canada Only): 877.829.0026 or 800.678.3575 (TTY)
• Call AB Directly: 661.362.1400
• Email: CustomerService@advancedbionics.com
• Chat Online: www.advancedbionics.com/support

AB’s hours of operation are Monday through Friday, 5:00 a.m. to 5:00 p.m., Pacific Standard Time.

Please contact Customer Service. If you’re eligible for one time lost or damage, we will need a notarized letter stating what happened to your sound processor and what products were lost. Please fax the notarized letter to 661.362.1503. After we receive the notarized letter, the replacement sound processor and other products will be shipped to your audiologist for programming.

There are four easy ways to contact AB Customer Service:

• Call AB Toll Free (U.S. & Canada Only): 877.829.0026 or 800.678.3575 (TTY)
• Call AB Directly: 661.362.1400
• Email: CustomerService@advancedbionics.com
• Chat Online: [www.advancedbionics.com/support]

 

AB’s hours of operation are Monday through Friday, 5:00 a.m. to 5:00 p.m., Pacific Standard Time.

Yes. The HiRes 90K is designed with a removable magnet to allow for MRI scans. The HiRes 90K is MRI safe at 0.3 Tesla and at 1.5 Tesla; MRI safety at higher energy levels has not been tested. The magnet must be surgically removed before the patient undergoes an MRI procedure. Patients must also remove their sound processor and headpiece before entering a room where an MRI scanner is located.

For additional information regarding the use of an MRI scanner with a HiRes 90k device, please contact Advanced Bionics Technical Support.

Yes, air travel is safe for cochlear implant recipients.

No. The Federal Aviation Authority (FAA) has confirmed that Advanced Bionics cochlear implant recipients are EXEMPT from powering off their sound processors when instructions are given to turn off cell phones, music players or anything with an on/off switch. The FAA regards the cochlear implant in the Hearing Aid category, thus it is exempt from being switched off.

No. Metal detectors and security scanners will not damage the implant or sound processor. However, individuals with a cochlear implant passing through security metal detectors may activate the detector alarm. It is advised that patients carry their “Patient Emergency Identification Card” with them at all times.

Cochlear implant users may hear a distorted sound caused by the magnetic field around the security scanner door or hand-held scanning wand. Turning off the sound processor before passing through security screening will ensure that those sounds, if they occur, are not too loud or uncomfortable. The cochlear implant user may request a full body pat-down and visual and physical inspection of the sound processor in place of the standard metal detector and x-ray procedure.

X-ray machines will not damage the sound processor; however, x-ray machines have the potential to damage the electric microphones used in most cochlear implants and hearing aids. Avoid placing these items in cargo luggage or carry-on luggage that are screened with x-rays. During airport security screening, the processor and T-Mic^TM should either be worn through the metal detector or examined by hand.

Yes.

They should be recycled. For a listing of locations in your area, please go to www.rbrc.com and enter your postal code.

AB’s Reimbursement Services offers the following services to help your child or you on your journey into hearing:

• Dedicated Reimbursement Call Center to answer questions about obtaining pre-authorization for cochlear implantation, cochlear implant replacement supplies and equipment as well as coding
• Facilitation of approval process, serving as your liaison between the center and insurance company from request initiation to approval
• Benefit verification
• Coordination of insurance-related information requests about cochlear implant surgeries and related services
• Courtesy billing of replacement supplies and equipment for customer reimbursement
• Appeals assistance for denials of unilateral and bilateral implantation requests, replacement supplies and equipment

AB’s Reimbursement Services may be reached by telephone, fax, email, or regular mail.

• Toll-Free Phone (US & Canada): 877.779.0229
• TTY (US & Canada): 1.800.678.3575
• Email: insurance@advancedbionics.com
• Toll-Free Fax (US & Canada): 877.833.6318
• Alternate Local Fax: 661.362-7737
• Mailing Address: Reimbursement Services /
  28515 Westinghouse Place / Valencia / CA / 91355 /
  Attn: Reimbursement Services Department

Their hours of operation are Monday through Friday, from 5:00 a.m. to 5:00 p.m. Pacific Standard Time.

The Bionic Ear Association is a support network dedicated to improving the quality of life of individuals with severe-to-profound hearing loss. Their mission is to improve the quality of life of persons impacted by hearing loss through education, awareness, mentoring, and support pertaining to cochlear implants. Staffed with a committed team of hearing health professionals and cochlear implant recipients, their services are available to help you Hear and Be Heard.

Some of the benefits and services of the BEA include:

• Informative newsletters and announcements
• Connecting with or becoming a cochlear implant mentor
• Joining an online community and creating lifelong friends
• Online listening tools and resources in English
• Personalized support and technical assistance from BEA staff
  

You may contact the BEA in any of the following ways:

Phone: 877.829.0026 (US & Canada only)
TTY: 800.678.3575 (US & Canada only)
Email: hear@advancedbionics.com

To request an information packet or to join the BEA in order to receive eNewsletters and other important communications, complete our simple online form.