ORDER CHANNELS
The payment options for clients who purchase devices directly from Eargo by phone.
What are credit card (cash pay) and financing?
The phone number that clients should use to contact Client Care
What is 800-615-9000?
The length of the trial period for devices bought directly from Eargo
The place I go to find product troubleshooting steps
What is Guru?
The section of a client's Salesforce account that displays upcoming appointments
What is the "Open Activities" section?
The length of the trial period for retail partners.
What is however long each retailer decides?
The hours of operation for Eargo phone support
What is 8am - 8pm Central Time, Monday - Friday and 8am - 5pm Central Time Saturday ?
The maximum number of times the Loss Policy can be used on an Eargo system.
What is 3 or once per piece?
The step I take if troubleshooting is unsuccessful with a client in their trial period. (Guru can help)
What is connect client with an HAE using the FCR Slack channel.
The 5 required items for creating a case
What are: Case origin, Status, Subject (typed), Description, and Case reason?
The current military discount for Eargo 8 purchases.
What is 20% off?
The email clients should use to contact Client Care
What is support@eargo.com?
The length of the warranty for Eargo SE devices.
What is 1 year?
The most common reason Eargo devices stop working
What is being filthy or a lack of cleaning/maintenance?
The section of a client's Salesforce order that contains the invoice
What is "Netsuite Financials"?
Clients who purchase from this source would be eligible to receive discounts after the sale.
What is Eargo?
Clients can contact Client Care through the "My Account" by creating these
What are support requests?
The type of order created for someone who loses a left hearing device while outside of the warranty
What is an Out of Warranty Order?
The supplies provided in the Eargo 8 box to be used for maintenance.
What are the brush, putty, alcohol wipes, and cleaning cloth?
The place I look to see if a client's refund has been processed
What is the original order for that system?
The price of Eargo 8 devices on Amazon when the Eargo website is running a holiday sale for $2500.
What is $2500?
The number clients should push after calling Eargo to reach Client Care.
What is 2?
The 4 benefits of Eargo Care
What are:
- 1 extra year of warranty
- priority support
- orientation call
- 4 packs of free tips
?
The steps used to address a low sound issue for the Eargo 8.
What are:
CONSISTENTLY, AROUND 40% OF LOW/NO SOUND INVESTIGATIONS ARE FOUND TO HAVE WAX AS THE ROOT CAUSE. ENSURE THE SOUND OUTLET AND SOUND INLET ON THE DEVICE ARE NOT CLOGGED WITH WAX.
* APP USER:
* Place the HIs into the Charger and replace the lid. Launch the Eargo app and navigate to the Programs screen. Select "Program Sync". Once the sync is successful, ask the customer to remove the HIs from the Charger, put them in their ears, and verify they've turned on.
* Please confirm charger and hearing aid software are up-to-date https://app.getguru.com/card/Tegrq9nc/Eargo-App-Current-Production-Software-Firmware-Versions [https://app.getguru.com/card/Tegrq9nc/Eargo-App-Current-Production-Software-Firmware-Versions]
* Are the devices charged?
* Ensure the charger is plugged in or has adequate charge.
* Place the HIs into the Charger, replace the lid, ensure the LEDs show a charge state. For Eargo SE, pulsing blue lights should change to red, yellow, or green depending on the battery level. For Eargo 8, red or green LEDs should appear after a few seconds. Allow all LEDs to time out (approximately 10 seconds). Remove the lid and wait approximately 5 seconds before slowly removing the HIs from the Charger. Ask the customer to put them in their ears and verify they've turned on.
* Does it sound better in the opposite ear? (If yes, send to on-call to discuss placement in ear or ear wax management)
* Can sound get out? Does the program's voice announcement also sound less loud? (Refer to: Remove Trumpet [https://vimeo.com/857702414/2f82e48cc2] and Attach Trumpet [https://vimeo.com/857703133/6373708203] videos)
* Remove Trumpet. Clean Sound Outlet/Receiver
* We now recommend:
* USING PUTTY AND ALCOHOL WIPES TO DEEP CLEAN THE DEVICES [https://app.getguru.com/card/cjeRdq4i/Putty-and-Wipes-Troubleshooting-with-the-Eargo-Deep-Cleaning-Kit]
https://www.amazon.com/AirSquares-Cleaning-Compatible-Earphones-Headphones/dp/B09PMG6KJ1
* Can sound get in? (Refer to: Eargo SE Cleaning and Care [https://help.eargo.com/en/articles/8293891-eargo-se-cleaning-care])
* Clean the Sound Inlet
* We now recommend:
* USING PUTTY AND ALCOHOL WIPES TO DEEP CLEAN THE DEVICES [https://app.getguru.com/card/cjeRdq4i/Putty-and-Wipes-Troubleshooting-with-the-Eargo-Deep-Cleaning-Kit]
The place in salesforce where I can see what type of phone a client is using with the Eargo app.
What is the Web Portal?