Hearing Test and Audiogram

Q. How is hearing tested, audiogram requirement?

A hearing test is not required to purchase Eargo hearing aids. Eargo uses proprietary algorithms (or programs in the hearing aid) to create 4 unique sound profiles to address mild to severe high frequency hearing losses most commonly associated with aging and noise exposure. To develop these 4 sound profiles, Eargo used decades of hearing loss data from the world-renowned National Acoustic Laboratory in Australia combined with their own clinical research. The predictable nature of these typical hearing losses allows Eargo to be very precise and effective using these 4 programs. And, if you already have a traditional hearing test and would like Eargo to review it, their team of hearing care professionals will examine it and advise you accordingly.

Our highly trained Personal Hearing Guides ask targeted questions based on audiology research to assess a person’s perceived hearing ability while exploring their lifestyle needs as well. For current hearing aid users, our team explores their history to help guide whether Eargo would be appropriate for them.

Of course, as with any type of hearing issue, people may find it reassuring to complete some type of hearing evaluation to determine if an Eargo hearing aid is the right solution. Since most mild to severe high frequency hearing losses are most noticeable in noisy situations, Eargo makes a Hearing Check available on their website that looks at hearing in noise.  The Eargo hearing in noise test is clinically validated and measures how well your ears perform in noisy settings (Potgeiter, et al, 2016; Potgeiter eta al, 2018).  The Eargo hearing check provides information necessary to decide if the Eargo system will work for a specific hearing difficulty in noise.  The test takes about 3 minutes and involves listening to digits (numbers) presented in noise and is performed in the convenience of your home.  To achieve accuracy, the hearing in noise test requires the use of earphones or headset to obtain the best results.  While the Eargo hearing in noise test is professionally researched by audiologists and hearing scientists, it does not replace a hearing evaluation conducted in a traditional manner. It does, however, offer guidance as to the possible benefit of the Eargo system.

Good Candidates for Eargo

Q. Who is excluded from purchase, how do you identify contraindications for purchase? Do you provide guidance to those who are not good candidates (if so, what)?

Eargo is designed for mild to severe high frequency hearing loss. Our highly trained Personal Hearing Guides ask targeted questions based on audiology research to assess a person’s perceived hearing ability. For current hearing aid users, our team explores their history to help guide whether Eargo would be appropriate. If any questions or concerns arise during this discovery conversation, the client is asked to send a hearing test for review and/or consult with an Eargo licensed hearing professional. If someone’s hearing loss and/or medical history precludes them from wearing Eargo, they are advised to seek help locally from the appropriate professional (ENT, local hearing professional). For additional reassurance, the Eargo customer receives a 45-day trial period and can return the devices for a full refund if the hearing aids do not address their hearing problem. Our hearing professionals are available during the trial period as often as needed to make sure our clients are receiving appropriate hearing benefit.

Eargo Product Value

Q. In simple terms, how would you describe the value proposition for your top selling product(s)? If you sell multiple products, what differentiates them from one another?

Eargo is NOT just an “online” hearing aid company. Eargo positions its brand beyond the hearing aid to be a total hearing care solution with experts guiding and advising people along the entire hearing journey. The vast majority of Eargo sales are completed over the phone with guidance from their team of experts, including licensed hearing professionals.

Eargo hearing aids are designed to make hearing care more affordable and accessible, while helping to reduce the stigma associated with wearing hearing aids. Eargo’s clients are drawn to the virtually invisible fitting and comfort from the Flexi tips. Lastly, we think hearing aids should be easy to purchase and easy to use. All of Eargo hearing aids are rechargeable making them the world’s only completely-in-the-canal rechargeable hearing aid solution. Eargo hearing aids offer a modern “non-traditional” design with comprehensive support from licensed hearing professionals.

The most unique aspect of the Eargo design is the patented Flexi system. These soft medical grade silicone tips conform to the shape of a person’s ear canal and leave it “open” meaning the ear is not “plugged” or occluded. The ear canal is allowed to breath while allowing some environmental and speech sounds to enter the ear naturally.

Eargo’s current 3 models are differentiated based on the current level of technology, hearing aid design, whether the model can be personalized with the Eargo app, and degree of hearing loss the model can fit.  Over 80% of Eargo orders are made with our newest and most advanced hearing aid, Neo HiFi. Our clients value the latest technology of our DSP, noise reduction and feedback suppression leading to the most natural sound experience.

Eargo FDA Certification

Q. Describe any relevant medical device certifications you hold for your products.

Eargo hearing aids are class 1 FDA cleared hearing aids.

Eargo Product Quality

Q. What can you tell us about product quality control and supply chain?

Eargo’s R&D is completed in the US and involves consumer focus groups and input from leading audiologists, acoustic engineers, and mechanical engineers. We are always “throwing the rule book out the window” to achieve our goals of accessibility, affordability, convenience, ease of use and of course superior hearing improvement and audio fidelity.

In November 2019, Eargo’s chief researcher and co-founder compared Eargo to the leading hearing aid manufacturers and found that several technical measurements such as frequency bandwidth, equivalent input noise, harmonic distortion, etc. to be equal to or better than those large manufacturer’s published data. In short, Eargo held its own or surpassed technical requirements of the Big 5.

Eargo hearing aids are manufactured by a med tech company in Thailand whose employees are experts at building miniature electronic medical devices, like Eargo hearing aids. Our manufacturing partner is an ISO clean facility requiring the use of ESD materials, lab coats, face masks and strict cleaning procedures.  Because of COVID-19 the supplier has expanded this focus outside the production area e.g. canteen, office areas) to ensure the safety of their employees.  All devices and chargers are properly sanitized in the packing area prior to their assembly in final packaging, while operators wear gloves and other protective equipment to ensure cosmetic (e.g. no fingerprints) and safety standards.

Eargo’s supply chain is especially dependable and there are no issues with parts or products being back-ordered. A world-class logistics team within Eargo carefully monitors the supply chain daily.

Algorithm and Feedback Control

Q. How are your hearing aids configured in terms of frequency amplification and feedback suppression calibration?

Eargo uses its own proprietary algorithms in designing the 4 pre-set Sound Profiles. Our algorithms are designed to work with our open-ear and completely-in-the-canal style fitting. Eargo uses 3 distinct noise reductions parameters working inside the digital processor to make hearing in background noise clearer and more comfortable. Wind noise, steady state noise (restaurants), and sharp impact sounds (clanging dishes) are all managed within the noise reduction system. Feedback suppression is also part of the Eargo algorithms.

Amplification and Verification

Q. Is there any type of amplification verification?

Our hearing professionals are highly trained in asking focused questions during the trial period to subjectively understand the hearing improvement and benefit a client is receiving. Should concerns come to light, the Eargo hearing professional has a number of options to ensure proper hearing improvement, including but not limited to remote programming adjustments and different Flexi tips.

User Controls (App and Device)

Q. What controls are available to the consumer via the app? What about device-level controls (push buttons, etc)?

With the Eargo mobile app, the consumer has the option of personalizing their Eargos if they wish. Using the app is not required since Eargo works extremely well with the 4 pre-set Sound Profiles. With the app the client has the following at their fingertips:

• Pairing process
• Menu Screen
• FAQs
• How-to Videos
• User Guides
• Eargo Store
• Tour the App
• Connect a Charger
• About
• Contact Us Screen
• Bass and Treble Adjustments
• Revert to Previous Settings
• Onboarding – Tutorial slides & use suggestions

For device level controls, Eargo has simplified this by making the sound profiles adjustable by a simple “double tap” on the outside of the ear. The client then hears a verbal queue telling them sound profile they’re using. Eargo devices also have data-logging. This means the most frequently used sound profile will be remembered after just a few days of use making Eargo a hearing aid you can insert into the ear and then just go about your day hassle-free.

Eargo Support Materials

Q. Do you offer an extensive library of support videos for your customers? How many videos, and what types of topics are covered.

Eargo offers an extensive video collection so a client can access information 24/7.

1. Introduction – What will come in the box and its purpose.
2. Preparing your ears – Ensuring that your ears are clean and free of earwax.
3. Getting to Know Your EARGOs – Orientation to the Eargo Devices.
4. Let’s Get All Charged Up – Learning about the charger & How it Works.
5. Inserting and Removing Your EARGO Devices – Placing Eargo in & out of your ear.
6. Finding the Perfect Fit – Finding the correct Flexi tip for your Eargo devices.
7. Adjusting the Programs – How to change listening programs among levels 1-4.
8. The First Month and Beyond – Discussion of the first days and normal adjustment issues as well as the audiology support staff available by phone anytime.
9. Eargo Care – Daily care and cleaning of the hearing devices.
10. One Last Thing – Audiology support phone numbers.

Hearing Professionals

Q. Does the customer interact with a HIS / Audiologist when purchasing from you? Please describe the typical experience.

Eargo employees a large team of full-time licensed hearing professionals (audiologists and hearing instrument specialists) that are available for consultation before placing an order, during the trial period and during the lifetime of ownership. During the initial consultation, our hearing professionals are available for questions about hearing loss, hearing aids, tinnitus, related hearing care disorders, and hearing test reviews.

When Eargo hearing aids are ordered, a Welcome Call is arranged which is an appointment with one of our hearing professionals to begin the 45-day trial period. Approximately 85% of all Eargo clients complete a Welcome Call following their order and it is critical to someone’s success with Eargo. The following information is covered during this call – care and maintenance, insertion and removal, charging, realistic expectations, adjusting the sound profiles and anything else deemed necessary for successful use. It is important to note this is the same information discussed in a traditional clinic setting.

Remote programming – Eargo’s hearing professionals also can make programming adjustments to a client’s hearing aids remotely at the client’s convenience. They can adjust the feedback suppression, noise reduction, frequency response, and other parameters.

Included Services

Q. What services are included at no cost?

Preparing superbills and any insurance paperwork, any consultations with Eargo’s hearing professionals for the life of product ownership, the mobile app for personalization, shipping at any time, and repair service during the warranty period.

Paid Services

Q. What paid services are available?

Eargo does not charge for any service interaction with our client care team, sales, or with our hearing professionals. Services that would incur a charge are out of warranty repairs, loss/damage warranty claims, and accessory supplies.

Post-Purchase Support

Q. How does a customer reach your team when they need post-purchase support, and how easy is it for them to speak with a HIS / audiologist?

Eargo makes it very easy to speak with a licensed hearing professional. They are available Monday through Friday from 8 am to 8 pm CST and can be reached three ways – by phone at 800-615-9000, by email at support@eargo.com and through online chat at eargo.com. In addition, our Client Care team is highly trained to perform the most common trouble-shooting.

Eargo Warranties and Refunds

Q. Describe your warranties, refund/exchange periods, situations that would void a warranty, etc.

All Eargo devices receive a 45-day trial period when ordered. They can be returned during the trial period for a full refund of the purchase price. To receive the full refund, both hearing aids and charger must be returned in working condition.

In regard to repair warranty, The NEO HiFi is warranted for a 2-year period and the Eargo NEO and the Eargo MAX devices are warranted for 1 year.  In addition to this repair warranty, Eargo provides a 1 year loss/damage replacement warranty for each model that covers both hearing aids and the charger. This is a one-time per hearing aid and charger replacement warranty during the first year and there is a small deductible fee to replace the lost device. Outside of the repair warranty, Eargo will repair their hearing aids for a fee of $295 which includes a one-year repair warranty.

Consumers are allowed to exchange devices within the 45-day trial period. If there is a difference in price, the consumer will either be charged or refunded accordingly. The 45-day trial period will start over with the exchanged device.

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