‘Specsavers hearing aids broke and then fell inside my ear’

Linda J. Dodson

Has a company treated you unfairly? Our consumer champion, Katie Morley, is here to help. For how to contact her click here.  

Dear Katie,

I paid £2,000 for hearing aids from Specsavers around five years ago, but during that time they frequently malfunctioned. This resulted in multiple trips back to Specsavers. On June 3 I attended A&E as one of the domes had fallen down my earhole and I could not get it out. It had to be removed by a doctor, which was extremely anxiety inducing.

I feel this issue of domes popping off hearing aids is a serious issue that customers should be warned about. I also feel Specsavers failed in its duty of care to me by not fully informing me that the domes were removable and that I should attend check ups on a regular basis.

MA, Middlesex

Dear MA,

I’m sorry these hearing aids have proved to be so troublesome. You appear to have been unaware, but they do need regular servicing and cleaning to ensure they work properly over the years. The domes – the small, bell-shaped silicone pieces that fit deep in the ear canal – also need replacing regularly.

When you bought the hearings aids from Specsavers you should have been given an aftercare package which included a guide to maintenance as well as advice by your clinician. Specsavers says that it is disappointed you feel the advice given was inadequate.

Your hearing aids, bought in 2014, are now out of warranty. But given your situation, Specsavers is willing to continue to service them for free. It seems getting them serviced before they go wrong could be key. Or, if you’d prefer some new ones, you’ve been offered a 10pc discount.

The full Katie Morley Investigates column will appear in print every Saturday and Sunday. You can get an early taste every Friday at 12:00

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