In trouble....shooting that is
Jordan's E5 LHI will not cycle by tapping
Eargo 5,6 & 7: Unresponsive to Double Tap
Zariyah has tried connecting to the app on her phone, but has been unable to.
App Troubleshooting
CC Tier 1 questions
What USB cord comes with the Neo HiFi system?
USB to USB-c
WHAT'S IN THE BOX- Eargo HiFi
What do you have to tell clients at the beginning of outbound calls?
"Before we get started, I need to let you know this call is being recorded for quality assurance purposes."
Jasmine calls in, states the pull tab on her E5 RHI fell off while she was taking it out of the charger
EARGO 5,6 & 7 BROKEN REMOVAL THREAD
Mason has tried with all his might, but can't get one of the mic caps to fit on his E5 LHI
Particular Mic Cap Will Not Attach, but Others Will
William just received a LHI RMA, and doesn't know how to update the app with his new device.
Eargo 5, 6, & 7: RMA Flow
John's E5 charger is only lasting less than a day with a full charge
Eargo 5,6 & 7: Short Charger Battery Life
Which systems have been retired from being sold?
Plus, Max, Neo, and Neo Hifi
Adele was playing Stray, and when she went to put her E6 HIs in, they were uncomfortably warm - she was not hurt, but they were too hot for her to wear
Hot Eargo 5,6 & 7 HIs &/or Charger (Overheating components, no melting)
John noted that he has all red lights on his hifi charger on the right side. They do not go away when the HI is in the charger, or out.
Neo and HiFi - 4 RED LED Hearing Device Indicator Lights on Charger
Jojo just received her E6 charger RMA, but it won't connect to the app. It states: please ensure both devices are the same when attempting to pair new charger
EARGO 6 & EARGO 7 CHARGER RMA OR ADDITIONAL CHARGER ORDER CAUSES APP CONNECTION ISSUES
After charging for 6+ hours, Michael's E5 charger is still showing no LED lights
Eargo 5,6 & 7 Charger Issue - No LED lights
Which Eargo systems have inductive charging?
E5, E6, and E7
Justin found his USB cord had melted into his E5 charger - he came to no harm, luckily
Eargo 5,6 & 7 Charger Melted (USB Port and/or LED Light)
Tasha called in because all of a sudden she can't hear through the HIs as well as she could a few days ago.
Eargo 5,6 & 7: Low/No Sound
When trying to complete SM, Michael received error message "Something Went Wrong"
Eargo 5+6 "Something Went Wrong" BLE Programming Error
Mason calls in, says the HI LEDs on his E6 charger go down to 1 light, and then restarts charging process
Eargo 5,6 & 7 HI LEDs drop down to 1 LED, then charging process restarts.
Are some Samsung Galaxy S21 users reporting that they are unable to get past the volume requirement screen?
Yes:
Eargo 5, 6, & 7: Android Smartphone Compatibility
Tasha's E5 LHI only lasts about 2 hours, but shows it's fully charged while in the charger
Eargo 5+6 Short HI Battery Life Runtime, Wrong Charge State, unexpected LED behaviors
Jasmine states it sounds like she's going through a tunnel when she inserts her E5 LHI - the sound keeps cutting out
Eargo 5,6 & 7: Sound Cutting In and Out
While trying to complete Sound Match with her new Eargo 5 system, Audrey cannot hear mute
Eargo 5, 6, & 7: Sound Match Cannot Hear Mute
Pre cannot get the left side of her E7 charger to work, she has tried both HIs, but the left side won't charge anything
One Side of Eargo 5/6/7 Charger Not Working
What do we do when someone calls in and the "RMA client retired" box is checked?
Troubleshoot as normal
if T/S does not work:
"You have reached your warranty claims for this system, 3 or more times, due to damage by ear wax therefore, we will no longer supply RMAs for this system. You can purchase an OOW device for $395 or a new system."
An insurance company is calling in regards to a claim that has been submitted for Jojo.
Transfer the Ins rep. to "Rev Ops-Daily Operations" and select "send to voicemail immediately if agent not available"
Handling Calls from Insurance Companies