Microphone cover internal pin broke

[Sam]

Hello everyone. I had my implant in 2018.

Been using the sonnet processor until last year when the pin under the microphone cover snapped which holds the processor at its place.

Now the new one which was changed last year also broke in under less then 10months. While changing the microphone cover.

Is this normal? Now i am even scared to touch the microphone cover. What am i doing wrong? I always follow the instructions which I was given. Also the video from YouTube by med el. I do exactly like that. 

[Mary Beth]

@Sam

During the time the Sonnet has been released, Med-El has offered two different types of microphone covers and the way to replace those covers differs.

The original older Sonnet mic cover design required that we remove the pin and the hook and then replace the cover and reassemble.

The revised design of the Sonnet mic cover makes life easier.  We no longer remove the pin nor the hook.  The mic cover is replaced according to the Med-El video paying important attention to the position of the lever before using it to release the cover.

Just make sure you are following the correct Med-El video depending on which type of mic cover you are trying to remove.

[Sam]

This is the revised design one. As i got it last November.

Today the same thing happened like the Old one. The plastic which holds the pin under the microphone cover snapped and broke while changing the cover. I follow the correct video about how to change it.

I talked to the med el representative. And they told me I need to have the whole processor change again. 

I just don't get it. Why make these things soo fragile?

[Sam]

@Mary Beth

Not the pin behind the ear hook. The pin under the cover.. Near the green tape i applied. Its two times now the plastic around the pin broke with two different processors. 

[Mary Beth]

@Sam

That must be so frustrating.  Sorry that has happened.

I agree that the processsors need to be more user friendly and hardy so that these things do not happen.

[Sam]

@MED-EL Moderator please help and advice! 

[Kylie]

I have also had this happen twice in a few years. Both times I had to get it replaced. 

The first time it was early enough to be covered under warranty. 

The second time I used my insurance to cover it (I have it covered with my private health insurance). 

At my audiology centre in Australia this involved going back to the hospital clinic, where they provided the replacement part (they keep them in stock to do on the spot), and they sent my paperwork off for processing the payment or warranty. I don't know how this part works where you are located.  Good luck though.

But I agree it seems overly fragile!!

[MED-EL Moderator]

13 hours ago, Sam said:

@MED-EL Moderator please help and advice! 

@Sam, thank you for tagging us and sharing your experience. All customer service-related requests are handled directly by your local MED-EL team, as they can take a look directly at your case. We would recommend keeping in touch with them as they will have the most up-to-date information for you.

Additionally, we will share your experience with the responsible team here at MED-EL, as we appreciate all feedback from our recipients for future product development. 

Kind Regards,

Alicia 

[Mehmed]

Dear Hear Peers Community,

 

I wanted to share my experience with a recurring issue that I have encountered with my MedEl Sonnet device. Over the past year, I have had the pin under the microphone cover snap twice , despite following the instructions provided by MedEl and watching the instructional videos on YouTube. This has been a frustrating and inconvenient problem, especially as I am currently on vacation in Europe and away from my regular medical resources in California.

 

Upon researching this issue further, I discovered that I am not alone in experiencing problems with the Sonnet microphone cover. Other users have reported similar issues, indicating that this may be a common problem that needs to be addressed. I am concerned about the cost of these replacements, especially once my warranty expires, and I believe that MedEl should consider implementing a recall to address this issue and improve the design of the microphone cover to prevent future occurrences.

 

I encourage others who have experienced similar issues to share their stories and reach out to MedEl customer service to address this issue collectively. Our voices as a community can help bring attention to this problem and push for a resolution.

 

Thank you for your time and support.

[John Schulz]

20 hours ago, MED-EL Moderator said:

@Sam, thank you for tagging us and sharing your experience. All customer service-related requests are handled directly by your local MED-EL team, as they can take a look directly at your case. We would recommend keeping in touch with them as they will have the most up-to-date information for you.

Additionally, we will share your experience with the responsible team here at MED-EL, as we appreciate all feedback from our recipients for future product development. 

Kind Regards,

Alicia 

This issue is not just a localized incident but a widespread design flaw. @Mehmed does bring up a valid concern about this issue persisting after warranties expire. While a recall would be excessive given how far into Sonnet 2's life cycle we are, there should be a reasonable compromise by Med-El. Personally, that would mean owning up to the design flaw and providing extended warranty coverage for two years on failed units specifically as a result of the flaw. 

 

I must give Med-El credit for having a painless warranty exchange system though, from my experience.

[MED-EL Moderator]

Hi there, thanks for sharing your experience, we've forwarded to our product experts. User feedback is fundamental in our efforts to keep improving our products and features. In regards to this particular issue, MED-EL recently made an update that strengthens this area of the audio processor. As a result, we expect fewer issues due to normal wear and tear.

Regarding warranty regulations in your country, please keep in close contact with your local MED-EL team as they have all the latest updates.

Kind Regards

 

[Mary Beth]

@MED-EL Moderator

How will a Sonnet 2 user know if they have one of the processors which has this update to strengthen that area?

[John Schulz]

3 hours ago, MED-EL Moderator said:

Hi there, thanks for sharing your experience, we've forwarded to our product experts. User feedback is fundamental in our efforts to keep improving our products and features. In regards to this particular issue, MED-EL recently made an update that strengthens this area of the audio processor. As a result, we expect fewer issues due to normal wear and tear.

Regarding warranty regulations in your country, please keep in close contact with your local MED-EL team as they have all the latest updates.

Kind Regards

 

How were these improvements tested? What was the percentage of failed units with the old design vs. the new one for the same duration of testing?

[MED-EL Moderator]

Hi @Mary Beth, the enhancement can only be detected by our specialists as it is not visible on the outside of the processor.

And @John Schulz, thank you for your question. While we can't share specific details about our testing procedures here in the forum, please rest assured that we use state-of-the-art testing methods. Our goal is always to ensure that our recipients get the best possible experience from our products and their hearing.

Kind Regards