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Frequently Asked Questions
GENERAL QUESTIONS
OPERATIONAL QUESTIONS
BATTERY QUESTIONS
SERVICE AND REPAIR QUESTIONS
GENERAL QUESTIONS
Q. How can one size fit all?
A. All Crystal Ear® products feature a readymade size/design that should fit most adult ears. Several alternate sizes of tips are included with your order to provide a proper and comfortable fit.
Q. What if it doesn't fit me?
A. If the Crystal Ear® won't fit, try changing to a different size Soft Tip that covers the Sound Outlet Opening. Units are shipped with a medium size Soft Tip already in place. To change the tip size to a smaller or larger tip gently pull the tip off of the hearing device and firmly push on the Soft Tip of your choice. (Please consult your Operating Instructions for complete directions.) In addition to alternate size tips, the Crystal EAZ™ is shipped with a longer length Sound Tube to try if the unit doesn't seem to sit well behind the ear. If the fit still is not satisfactory, call our customer helpline at 1-800-374-5959. Live help is available 8:00 am – 5:00 PM, Eastern Standard Time.
Q. If people have varying degrees of loss how can they all wear the same hearing device?
A. Most hearing loss falls into three categories: slight, mild, or mild to moderate hearing loss. The user can turn the volume control wheel to adjust the level of sounds as needed. Crystal Ear® and Crystal EAZ™ are not designed to help severe losses.
Q. What is included in the Crystal Ear® package?
A. The Crystal Ear® is shipped with the following items: the left or right Crystal Ear®, carry pouch, a four-pack of size 10 batteries, cleaning tool, and extra Soft Tips (small, medium and large) for fitting and comfort options. The Operating Instructions are illustrated with actual photos.
Q. What is included in the Crystal EAZ™ package?
A. The Crystal EAZ™ is shipped with the following items: Crystal EAZ™ (fits a left or right ear), carry pouch, a four-pack of size 10 batteries, cleaning tool, two VETs (Vented Ear Tips)medium, and large, three Soft Tips (not vented) small, medium, and large, and Sound Tubes in two lengths for fitting and comfort options. The Operating Instructions are illustrated with actual photos.
Q. Why don't you need a prescription for Crystal Ear® or Crystal EAZ™ ?
A. A prescription is not required for any listening device. When a person is referred to an audiologist or hearing aid specialist, he or she is tested to determine their particular hearing loss and custom fitted for a hearing aid. The hearing aid they receive has been selected for their personal hearing loss and custom fit to their ear.
Q. How can the Crystal Ear® and Crystal EAZ™ be sold for such a reasonable price?
A. The Crystal Ear® and Crystal EAZ™ are designed as a "one size fits all" item with the same components in each unit. Since the components are purchased in large quantities and custom fitting is not required, we have eliminated the middleman and passed savings along to you.
Q. How long does it take to learn how to use Crystal Ear® or Crystal EAZ™ ?
A. Many get used to these products in just a few hours or days while others may take a couple weeks. We recommend that the user wear it for short periods of time initially in environments where they want to make sounds louder. You can determine if Crystal Ear® or Crystal EAZ™ will work to your satisfaction within the within the 14-day free trial period (Crystal EAZ™ only) or within the 30-day money back guarantee period.
Q. Might I need a second Crystal Ear® or Crystal EAZ™ ?
A. Studies show that listening and understanding is usually better when using both ears. Like depth perception with your eyes, hearing in adverse listening conditions, a brain function, is better when hearing is equal in both ears. Wearing two prevents needing to turn one ear toward the source of sound. With our low price you might consider wearing a Crystal Ear® or Crystal EAZ™ in each ear or having a spare.
Q. Can I purchase it for my child?
A. The Crystal Ear® and Crystal EAZ™ are not appropriate for anyone under 18 yrs old. If you suspect your child has a hearing loss, consult with your doctor.
Q. Will it cure ringing in my ears?
A. The Crystal Ear® or Crystal EAZ™ will not cure ringing in the ears, however in most cases it does help minimize the sounds ringing.
OPERATIONAL QUESTIONS
Q. How can I tell a right Crystal Ear® from a left Crystal Ear?
A. There is a small stripe of color on the surface of each Crystal Ear; the RED stripe is for right and BLUE for left.
Q. How can I tell a right Crystal EAZ™ from a left Crystal EAZ™ ?
A. Crystal EAZ™ can be worn on either ear. There is NOT a right or left ear specific unit.
Q. Why does feedback (whistling) occur and how can it be stopped?
A. Feedback is the result of sound traveling back to the microphone. The primary cause is a loose fit, or the volume may be turned up too loud. To address a loose fit, try the larger size Soft Tip (Crystal Ear) or VET (Crystal EAZ™ ) that was provided in you kit.
Q. What are Soft Tips and how can I get them?
A. Three sizes of Soft Tips are provided with each Crystal Ear® to provide more comfort and fitting options: small, medium and large Soft Tips. Units are shipped with the medium size Soft Tip already in place. Alternate size Soft Tips can be pulled off and pushed on over the Sound Outlet Opening of each Crystal Ear. To change the tip size, follow the instructions in the Operating Instructions included in your kit. Additional or replacement Soft Tips are available by ordering online or by mail order from the Crystal Ear® Service Center.
Q. What are VETs and how can I get them?
A. VETs are the Vented Ear Tips that are sent with Crystal EAZ™ orders. They connect to the Crystal EAZ™ Sound Tube. They are the portion of the Crystal EAZ™ that is worn inside the ear, but does NOT plug the ear. Three sizes of VET tips - medium and large - are provided with each Crystal EAZ™ to provide more comfort and fitting options. Units are shipped with the medium size VET already in place. Alternate size VETs can be pulled off and pushed on at the end of each Crystal EAZ™ sound tube. To change the VET size, follow the instructions in the Operating Instructions included with your order. Three Soft Tips (NOT vented) are also included in your Crystal EAZ™ order. Additional or replacement VETs are available by ordering online or by mail order from the Crystal Ear® Service Center.
Q. Why are two sound tubes included in with Crystal EAZ™ ?
A. The 2 inch Sound Tube that is on Crystal EAZ™ when it is shipped is appropriate for most wearers. A longer length Sound Tube (2.25 inch) is included to provide more comfort and fitting options. If the Crystal EAZ™ does not seem to sit well behind the ear try the longer length tube. Sound Tubes twist on and off at the end the unit. If the fit continues to be unsatisfactory, 2.5 and 3 inch tubes are available online or by calling our customer helpline at 1-800-374-5959. Live help is available 8:00 am – 5:00 PM, Eastern Standard Time.
Q. What are the Comfort Strips and how can I get them?
A. Comfort Strips are used on older Crystal Ear® units (purchased prior to July 1, 2006) to provide more comfort and fitting options. They are small, self adhering strips of high quality, flesh colored foam. By wrapping one around the shell, a snug fit with a good seal is usually attained. This also minimizes the chance of feedback. Comfort strips are available by ordering online or by mail order from the Crystal Ear® Service Center.
Q. Where are the parts and the unit made (i.e. where is it manufactured)?
A. The parts are purchased from world-class electronics manufacturers that operate worldwide and have facilities in the United States. Assembly occurs in the United States.
Q. Can I use the phone with the Crystal Ear® or Crystal EAZ™ ?
A. Yes, hold the phone at an angle so that it is not cupping or covering your ear.
Q. Can I wear the Crystal Ear® or Crystal EAZ™ in the shower or while swimming?
A. No, water will permanently damage the electronics.
BATTERY QUESTIONS
Q. Will I know how the change the battery?
A. The battery fits only one way. Correct placement is photo illustrated in the Operating Instructions.
Q. What is the battery size?
A. All new Crystal Ear® and Crystal EAZ™ units require a size 10 battery. Older Crystal Ear® units (purchased prior to July 1, 2006) require a size 312 battery.
Q. How much do Crystal Ear® batteries cost?
A. A box of 40 batteries costs $27.60. Shipping is included in the price. FL Residents add appropriate 7% sales taxes. Crystal Ear® Swiss-made precision batteries are available to fit ANY hearing device. All Crystal Ear® batteries are guaranteed fresh. We guarantee your total satisfaction, or we will refund any unused portion upon receipt—within 6 months of purchase. All manufacturers use a universal battery size system so the proper size battery for your hearing device can be found at Crystal Ear.
Q. How long do the batteries last?
A. Generally, a size 10 battery lasts about three or four days and varies depending on how the device is used and maintained. The following conditions could have a negative effect on battery life if the device is
- Used in noisy environments
- Operated with the volume at high levels
- Has debris or wax build up in the sound outlet or microphone opening
- Not turned off when not in use
- Operated with continuous feedback (whistling) or in any condition which makes the electronics work harder
Q. I put a new battery in and it doesn't work--it did before the old battery died, what's wrong?
A. The batteries may take up to 2 minutes to fully air activate when the tab is removed. Check to make sure no adhesive is remaining on the battery blocking the activation holes. Rub the battery on the flat side with your finger to remove the any debris and activation should occur. Also make sure wax is not blocking the end of the unit or sound tube (Crystal EAZ™ only).
SERVICE AND REPAIR QUESTIONS
Q. What does the Manufacturer's Limited Warranty Cover?
A. Crystal Ear® and Crystal EAZ™ are covered against defects in materials and workmanship for 90 days from delivery of the order. If our examination and testing determines that the unit failed to work due to parts, materials or workmanship we will repair or replace it.
Q. Why does it cost $19.95 to have Crystal Ear® serviced during the Warranty period?
A. The $19.95 partially covers our costs in the extensive servicing process. These services include staff that handles the product, technicians who analyze your product, and engineers who make sure that it works and performs to the acoustic standards set by Crystal Ear. The fee also covers packaging and shipping cost back to the owner.
Q. What does service cost after the Warranty period?
A. Crystal EAZ™ or Crystal Ear® Digital costs $99.95 for service plus $19.95 shipping & processing for a total of $119.90. Crystal Ear® Classic costs $69.95 for service plus $19.95 shipping & processing for a total of $89.90.
Q. How often will my Crystal Ear® or Crystal EAZ™ need to be serviced?
A. It depends on how it is used and maintained. We see some units a couple times per year but the vast majority only get serviced every couple years or longer. The key is earwax. Wax intrusion into the unit or sound tube causes the device to work harder, reducing battery life and eventually causing complete failure. Users should get periodic exams of the ear canals to be sure earwax is not accumulating. There are good over the counter ear canal cleansing products your medical doctor can recommend. Controlling earwax greatly reduces the need for servicing.
Q. What Customer Service is there?
A. Customer Care and Support is provided from 8:00 am to 5:00 pm EST, Monday through Friday, by calling toll free 800-374-5959.
Q. Where do I mail a unit for repair service?
A. Crystal Ear® Service Desk @ P.O. Box 17350 Tampa, FL 33682-7350; send the required fees with the incoming unit(s). Insure and properly package your property using a shipping box--insured Priority Mail Service with the U.S. Postal Service is recommended.
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