Direct Hearing Reviews 1.176

Cynthia was just wonderful to work with. She listened to everything that I was saying and adjusted my hearing aids to my satisfaction.
It was a pleasant experience. I highly recommend.

In my considered thoughts regarding Cynthia’s professionally supportive help is both her experiential knowledge in teaching me Phonac’s attributes to improve my hearing experience and, somewhat of equal importance, her naturally helpful personality that leaves one feeling her customer-centric focus on me and whats best recommended for my particular hearing needs. Cynthia’s “way” is authentically pleasant and professional. A true “ambassador” for both Phonak and Injoy to have representing their quality product.

Cynthia goes above & beyond in her approach to solving existing issues and her offers to help on any future issues. Beyond that, she is very proficient & friendly in her pursuit of issue resolution. 👍

The phone practitioner took great care of me. He sent me a replacement wire for my Phonak 90 for no charge.

To start with I could not pair with my I phone so I call Otcon after an hour of trying they told me to contact you than I waited for a time to meet with your person witch was 24 hours later who than sent me back to sales the next day than I shipped the hearing aids back to you. Then the aids show up yesterday in a package with none of accessories and no connector to hold the ear piece in and none of the accessories that I shipped back to you. And no directions so here I am. I will call today but totally dissatisfied.

Very helpful, after Tayler adjusted the settings it's been awesome. Everyone I talked with was very nice, listened an able to answer questions

Difficult getting through via AI agent. Charged $300 to get molds made that cost them $50 from Phonak…..seems Excessive even with shipping
Had to call twice to get shipping label

Good products and good service but hearing adjustments could be better.

Like: The company replaced a part of the hearing aid that I lost without charge
Dislike: I am elderly and need to go to a hearing aid person in person (not on line) to put in the part which is small. That will not be cheap.

Will at Direct Hearing has been wonderful! He helped me through figuring out the app.... patient, kind and when one thing didn't work we tried another. I can hear soooo much better..which is the outcome you want...
However, the customer service is what made us come back again (first my daughter, then myself). Thank you Will!

The buds do not fit and stay in her ears.
Jack High

Service department knew quickly what my problem was- needed new wires. They were sent quickly- 2 for each ear, plus several new wax trap packages . There has to be some design problem for new wires to be needed so soon- just bought these hearing aides in July 2025. My previous Phonak hearing aides never required new wires- I had them for 5years!

The hearing aids are worse than the previous ones

A regular hearing aid wearer. This was seamless. Best customer service. My hearing aids were programmed over the phone, and they are perfect. Thank you very much.

I had a very frustrating experience with Direct Hearing.

They sent me a Noahlink Wireless Programmer but never informed me that it only works with a PC. I use a Mac, so I was unable to program the hearing aids at all. This was never clearly explained before I made the purchase.

Because of this, I wasted months trying to figure it out—from November until March 30—without being able to properly use the hearing aids.

On top of that, they did not provide a return label when I needed to send the items back, which made the process even more inconvenient.

Although I eventually received a refund, the entire experience wasted a lot of my time and caused unnecessary stress.

Overall, I would not recommend based on my experience.

Everything was good until the linking setup with the representative. Never having hearing aids before, I didn’t know their product functions like they would or know the questions to ask and how the setup session should go. The rep was wanting me to lead the session even though I knew very little about the capabilities of the devices and nothing about the setup. Should have explained the apps and how to use and adjust with my phone. Could have offered a lot more information.

Great service from the start to finisher. Thank you!

Christy correctly diagnosed the problem (receiver wire) and shipped the replacement part. Unfortunately, it took over a week for the part to arrive. Considering you charge $15 for shipping, I think it could have been shipped to arrive sooner. Also, it came without the tool to remove the old wire and install the new wire.

Having been a client of Pacific Hearing (a 5 star rated audiologist-run in-person hearing clinic in SF Bay Area CA) and receiving excellent treatment and advice for over 7 years I was quite anxious to try DirectHearing.com since it is in the cloud. However my experience in pre-sales with Rachel N was positive enough for me to try their service thru an online contact.

Having received my recommended hearing aids (Phonak Infinio Sphere I90) in the mail and following the detailed accompanying directions I was still tentative about whether this experience could compete with my past excellent experience. But, I was blown away by my two interactions with Cynthia V today! What a delightful, professional, smart, kind, thorough, skilled, communicative and comfortable experience this has been. Cynthia and I were able to build a rapport quickly and through her expert guided help I achieved all of my goals, including adding additional programs, answering all questions so that I am left wondering what took me so long to save money, but to have such a knowledgeable audiology professional only a text or phone call away.

Thanks DirectHearing for your terrific service and excellent judgment in hiring professionals like Cynthia.

It was a good price point compared to the “brick & mortar” alternative. The tuning process via the phone was very similar to the in-person tuning, because I have now experienced both!