GLOBAL
en

Customer Service FAQs

How do I contact Customer Service? 
There are three easy ways to contact Customer Service: 
Call Toll Free: (877) 829-0026 US and Canada 
EmailCustomerService@advancedbionics.com 
Chat Online: Live Chat

How do I place an order for products? 
Please contact Advanced Bionics Customer Service. A customer service representative will take your order and charge your debit or credit card. When you call, please have your debit or credit card number and expiration date. We take American Express, Discover, MasterCard, and Visa. 

When will I receive my order? 
You will receive your order within two business days. 

How is my order shipped? 
Via FedEx 

How much is shipping? 
FedEx two-day shipping is $10.00. FedEx next day shipping is $ 20.00. FedEx Saturday delivery is $ 60.00. 

A piece of equipment for my Cochlear Implant is malfunctioning, what do I do? 
Please contact Advanced Bionics Customer Service. A customer service representative will determine which piece of equipment is not working. If the product in question is under warranty, the customer service representative will process a Return Materials Authorization (RMA). To complete the RMA, we will need a debit or credit card number and expiration date. Your debit or credit card will not be charged. We take your debit or credit card number and expiration date to ensure the malfunctioning product will be returned to Advanced Bionics. When you call, please have your debit or credit card number and expiration date. We take American Express, Discover, MasterCard, and Visa.

When will I receive my replacement product? 
You will receive your replacement product within two business days. 

How do you ship my replacement product? 
Via FedEx 

How do I return the malfunctioning product back to Advanced Bionics? 
When you receive the replacement product, you will also receive a postage paid envelope with Advanced Bionics’ address. Please place the malfunctioning product in the postage paid envelope and drop it in any United States Postal Service (USPS) mailbox. 

A piece of equipment for my Cochlear Implant is malfunctioning and out of warranty, what do I do? 

Please contact Advanced Bionics Customer Service. A customer service representative will verify your product is out of warranty, place your order, and charge your debit or credit card. When you call, please have your debit or credit card number and expiration date. We take American Express, Discover, MasterCard, and Visa. 

How do I know if my equipment is under warranty? 
Please contact Advanced Bionics Customer Service. A customer service representative will look up your name in our database and let you know whether or not your equipment is under warranty. 

I want to place an order but do not have a credit card, what do I do? 
Please contact Advanced Bionics 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. 

Where do I send my check or Money Order? 
Please send you check or Money Order to: 
Advanced Bionics LLC 
File 1126 
W 1801 Olympic Blvd 
Pasadena, CA 91199-1126 

What are the warranties on your products?

  • Internal Device: 10-year warranty from the surgery date
  • Sound Processor: 3-year warranty from the initial stimulation date
  • Headpieces (excluding AquaMic Headpiece): 3-year warranty from the initial stimulation date
  • AquaMic Headpiece: 2-year warranty from the initial stimulation date
  • Universal Headpiece (UHP) and AquaMic headpiece cables: 1-year warranty from the initial stimulation date or time of purchase if purchased separately
  • Battery Charger: 3-year warranty from the initial stimulation date
  • T-Mic™: 1-year warranty from the initial stimulation date or time of purchase if purchased separately
  • iConnect™ Wireless FM Adapter: 6-month warranty from the purchase date
  • Accessories (PHP cables, S-Series headpiece cables, color caps, Kinder Clips™, etc.): 90-day implied warranty
  • PowerCel™ Batteries: 90-day implied warranty
  • AA PowerPak™: 3-year warranty from the initial stimulation date or time of purchase if purchased separately

    Contact AB for any warranty questions

Do you offer discounts on products? 
Yes. When you purchase five or more of the same product, you will receive a 15% discount. 

Is your website, www.advancedbionics.com, in Spanish? 
Yes. Please go to www.advancedbionics.com/com/es.

Do you have product literature in Spanish? 
We have a limited number of product literature materials in Spanish.

I’ve placed an order on your Website, http://shop.advancedbionics.com/, for next day shipping but have not received it. Why? 
Please contact Advanced Bionics 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. 

Do you have a programming center in my state? 
Please go to: Find a Clinic

My speech processor is out of warranty and does not work, what do I do? 
Please contact Advanced Bionics Customer Service. If you need your out-of-warranty speech processor replaced, we have a repair fee of $ 699.00. We will charge your debit or credit card and ship the replacement speech processor to your audiologist. 

I have lost my speech processor, what do I do? 

Please contact Advanced Bionics Customer Service. If you’re eligible for one-time lost or damage, we will need a notarized letter stating what happened to your speech processor and what products were lost. Please fax the notarized letter to (661) 362-1503. After we receive the notarized letter, the replacement speech processor and other products will be shipped to your audiologist for programming. 

I have lost my speech processor and have ESCO, what do I do? 
Please contact ESCO at 800.992.3726, or your audiologist. 

I have old rechargeable batteries; do I throw them away or recycle them? 
Please recycle them. For a listing of locations in your area, please go to www.rbrc.com and enter your Zip Code.