Speak with a hearing specialist: 1-866-844-4327

Cochlear Implant FAQs About Service & Support 

Have a question about your AB CI? The answer may be here.


Here are some of the most frequently asked questions regarding service and support.

If you don’t find the answer to your question, contact AB Customer Service for assistance.

AB’s customer service experts can help:

  • Answer questions on hearing, cochlear implant technology, and financing
  • Find a cochlear implant clinic near you
  • Send you information
  • Put you in touch with helpful organizations, such as the AB Community
  • Troubleshoot technical issues
  • Ship replacement processors within 24 to 48 hours

Contact AB Customer Service In North America:

Toll Free (U.S. & Canada Only): 877.829.0026 or 800.678.3575 (TTY)

Call AB Directly: 661.362.1400

Email: CustomerService@AdvancedBionics.com

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

If you live outside of the United States or Canada, contact your local AB office here.


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

 

If you live in the United States or Canada, Customer Service can be reached here:

 

Toll Free (U.S. & Canada Only): 877.829.0026 or 800.678.3575 (TTY)

Call AB Directly: 661.362.1400

Email: CustomerService@AdvancedBionics.com

Where available, visit my AB Online patient portal to place  your orders online. Alternatively, contact the Advanced Bionics office in your region for more information.

Please contact AB Customer Service and a representative will help you find out which part of your system is not working properly. If the broken part is under warranty, the customer service representative will process a Return Materials Authorization (RMA).

Call AB Customer Service for a return authorization number. When you receive the replacement product, you will also receive a postage-paid envelope. Please place the malfunctioning product in the envelope and mail.

Where available, visit my AB Online patient portal to find your warranty information. Alternatively, please contact the Advanced Bionics office in your region for more information. 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.

Please contact the Advanced Bionics office in your region. A customer service representative will verify if the product is no longer under warranty and discuss your options.

Shipping times and methods vary by region. Please contact the Advanced Bionics office in your region for more information.

Please contact the Advanced Bionics office in your region. If you need your out-of-warranty sound processor repaired or replaced, a fee will be charged.

Please contact the Advanced Bionics office in your region to discuss your options.

They should be recycled as appropriate in your region.

All couriers require lithium batteries to be shipped ground only

If you do not have the identification card that was provided when you first received your cochlear implant, a replacement can be ordered by contacting Advanced Bionics Customer Service.

If the accessory product is unused, unopened, and within 90 days of the date of purchase, AB will exchange the accessory product for the same product or a similar product at the same price. Advanced Bionics does not charge a restocking fee for exchanges or returns of CI accessories.

 

AB will refund an accessory purchase (not including shipping costs) if the product is unused, unopened, and within 90 days of the date of purchase.

 

Unfortunately, Advanced Bionics cannot exchange or refund any accessory product that is opened, used or outside of the 90-day return policy.

 

Standard accessory products from an initial kit or upgrade kit are not exchangeable and cannot be returned to Advanced Bionics for a refund.

Not finding the answer you’re looking for here? Ask us! 

Toll Free (U.S. & Canada Only): 877.829.0026 or 800.678.3575 (TTY)

Call AB Directly: 661.362.1400

Email: CustomerService@AdvancedBionics.com

 

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

If you live outside of the United States or Canada, contact your local AB office here