The ability to get assistance is very good. The ability to get assistance with problems is terrific. I was able to get a replacement for a lost hearing aid under the protection plan ( however, it did not know there was a deductible charge). The representative was quite helpful. I will have to discuss with them about noises and squealing I get on my hearing aids also--maybe they can help with that as well.

refund request the first order we received, there was tremendous feed-back and could not be used. Audien then sent a second pair at no cost, those like the first set were way to big for mom's ear canals. i requested a refund and received the return label and sent them back on 2/20 and returned them the next day and were received by audien on 2/22, as of this writing almost a month later i have not seen any refund. "if i keep sending emails it pushes me further back in the queue"

Great Customer Service I originally purchased the Atom and the Atom Pro. Only the Atom arrived. After several weeks, I sent an inquiry if they were being shipped separately and why did I only receive the Atom? Omar with Customer Service was great. He sent me out a replacement pair for the Atom Pro that was lost during shipping. My boyfriend was already impressed with what he could hear with the Atom, but when he tried the Atom Pro, he could really sense the improvement in quality of sound. We are very happy with both sets of hearing aids and the amount of money we saved over purchasing "traditional" over the ear hearing aids.

A Happy Ending Audien offered to reimburse purchasing an upgraded model with a honorarium. After receiving and trying to touch bases, no one seemed to know what I was talking about. However, Liz not only went the extra mile but a few more. She was extremely patient and understanding tracing the problem to an email glitch. The check was lost by USPS, which again, Liz was instrumental with an inquiry. Unable to locate it, Liz and Audien launched another check which was delivered via another carrier. It’s impatient people like me that make her job more difficult but I’m so glad she is so adept at handing people like me. The new hearing aids - the Adam Pro 2 are working extremely well with improved technology.

Upgraded to BTE (behind the ear)… Upgraded to BTE (behind the ear) hearing aids after trying the Audien Atom Pro & love these. Have only used 2 days but they are the best. Smaller than most behind the ears aids, gray color but not that visable; comfortable, very little feedback