Resound Linx

Friends,

Attached is my recent correspondance with Resound, it seems that they don't want to get exposed....

My e-mail:

Dear resound support team,

Over the last several months we are hearing about your efforts to resolve the connectivity issues (both the pairing itself and its quality), I must admit that there is some improvement in the pairing stability (in the last versions of iOS).

I have approached you couple of weeks ago trying to understand if Android will not be also an alternative (as I strongly believe in competition) and your reply was (qoute): "more complicated because of the open aspect of the Android platform. Trying to make a universal connection that works with numerous manufacturers and models presents some unique issues that Apple’s closed ecosystem does not".

Unfortunately, the fact that there is no competition means that we have only ONE alternative - Apple (including for performing the most simple and basic activity such as volume control of the Linx).

Over the last several weeks we are hearing that you are planning to resolve the tech issues both with Apple and through a software (firmware) update that Resound intend to release SOON for its LINX HAs.

I'm sure that you all appreciate the fact that for us HAs are not a gadget... it's a must... We had alternatives - and based on your promise, we selected Resound Linx, we also invested in it around $7,000 (including the cost of a supported version of the Apple iPhone)

Can you please share with us your plans in more details. What and when - We are sure that like in each project management process you know what will be the outcome (functionality) and, I'm sure that you also have a very well defined time table for its implementation.

Thanks a lot for your kind cooperation,

Gabriel T.

Resound reply:

Good Morning Gabi,

I wish I had an answer to all your questions but I don’t. First of all, I see (from your telephone number) that you are in Israel? As our development and product release is region based I wouldn’t even have an idea of your markets timeline. I spoke with our marketing department here in the US and the best I can say is that we are always working towards advancements and once they are ready we will make them available to you, the consumer.

Best regards,

Jeff

Jeff K. | Consumer Support Specialist

My feedback to Resound... :

Dear Jeff,

As an ex-IBM Executive, and as a person that has been involved in high-tech during his entire career (including now), I have to wonder if you gave thorough thought to our request prior to submitting your reply.

I'm sorry to say it, but your reply doesn't make ANY sense. Moreover it is actually insulting.

1. Software updates are distributed over the internet and are available to customers on the date they are released. So I really fail to understand what my physical location has to do with it. (And in fact, I split my time between the US and Israel). If location is an issue, why is Resound selling the LINX in Israel (it's been sold in Israel from the same date it became available in Europe) if you can't support it that country? By the way, I was one of Resound's LINX first customers.

2. In consideration of Resound's very aggressive marketing campaign and the "promise" to Resound customers, your reply on behalf of the company is actually a breach of your written commitment. This is a very unacceptable customer relations approach, to say the least.

3. I would expect from a customer relations / support person serving a corporation like Resound to respect their customers and to understand that they are really concerned. Can you imagine how embarrassing it is when I have had to stop a Board of Directors meeting because I realized that I had lost the "pairing" and then I can't increase the volume of my hearing aid (a process than might take 5-10 minutes) without the usage of the iPhone. This is just ONE EXAMPLE of a many embarrassing and disturbing situations your customers face every day.

I can understand that you are also frustrated, however, this doesn't justify the type of reply you provided.

I would expect you to escalate our request to Resound's highest executive level, and come back to us with a tangible commitment.

Thanks,

Gabriel T.

Waiting for Resound....

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Thanks for the suggestion Cicada11. I will give that a try. You are correct that is a huge hassle. I find it so hard to believe that Resound/Apple actually think they are making our lives better.

Hi Gabriel, we understand that you have a call scheduled with our product director. We hope the conversation will answer any questions you have.

Much the same here. I would categorise the current functionality as, at best, beta. Major issues: incoming speech delay on answering a call. Inconsistent connection. dreadful streaming sound quality (essentially unusable, back to headphones). Poor streaming range (looses connection from my IP5S/8.02 when in my trouser pocket...... No I'm just 172cm!). Incomprehensible switching arrangement for different streaming sources involving turning BT on and of in various sequences. Poor battery life. Inconsistent streaming of commands from apps such as maps/navi (eg Waze). And I'm not that convinced on these 9's effectiveness as an pure hearing aid (but only had preliminary configuration so holding judgment.

Not really surprising given that IOS 8.02 generally has many bugs and not far removed from a BETA release. 8.1 due out very shortly (new iPads have 8.1 according to today's Apple event). But what about the firmware if my 9 series Linx? Is it upgradable, and if so will it be routinely offered to owners? I am duevto visit my audiologist next week at the end of my 4 week initial trial. I will raise all these queries with him, but as it stands, without confirmation of improvements to come and a money back guarantee if not, I will hand them back. I will then try out the Starkey Halo, the other current Made for iPhone aid. actually I shall do that anyway.

I see Apple is releasing iOS 8.1 on Monday 10-20-14 under the guise of releasing Apple Pay. Apple seems to think hearing aid clients are the same as car Bluetooth clients and that we can just wait until their next great Apple Pay release to help us hear again.The Apple Pay event was more important to them than offering the hearing aid clients a quick upgrade to beta 8.1 to fix our Bluetooth problem now instead of waiting for the "Greatest Show on Earth" on Monday the 20th when they introduce Apple Pay. In the meantime, I am off to my sister's funeral with no hearing aids and will not be able to hear anyone. Way to go Apple, pony up for the money, but when your clients need you, stick your head in the sand and play ostrich! Now I am beginning to understand why Steve Jobs meant so much to Apple. He cared, Apple doesn't, they just want more money. It is absurd that all the people with hearing aids are made to wait until Monday to get their **** hearing back!! I can't wait to let Apple control my thermostat in the middle of winter or the lock on the front door of my house.I would freeze to death, be locked out or in my house, and would starve because I can't cook, all because dear Apple thinks Bluetooth is a toy. Now, Apple wants everyone to pay for anything they buy with Apple Pay. Won't that be nice when that technology stops working with one of Apple's wonderful future updates and you can't even buy gas, groceries or medicine! Bluetooth has been around for years and I guess Apple needs Steve Jobs to come back from death to help fix a simple problem in a timely manner. Maybe when he comes back, he can teach the remaining fools at Apple what customer service is, wheat testing is and what Quality Assurance means!

Gabriel, we would appear to be in the same geographic boat so to speak. Does Resound have a corporate presence here, or has all that functionality been devolved to the local distributor (who are also the end user supplier/audiologist). Could you share the name of your audiologist who fitted your aids? I have my 1st follow up appointment on Sunday with Ehud, which will give me a opportunity to raise all these queries. Unfortunately this is before the scheduled release of IOS 8.1. I had intended trialling the Starkey Halo aids at that visit, but since it now seems that many of the issues may be related to IOS 8.0.2, I might give it another week. In any event the present set-up really doesn't cut the mustard form the audiological point of view (as it didn't with the Aleras I tried last year and remained with my 5 year old Siemens aids then, but that isn't a realistic option now) so will need some adjustments at this visit anyway.

cicada11m, wow you really must be at the end of your tether! I guess its the old maxim that applies here; never use version X.0 of any software, always wait for X.1 (or service pack 1 in MS speak). As one wag commented, Apple have taken a leaf out of MS's book and released flaky unfinished untested OS. Yes SJ will be turning in his grave. We shall see if 8.1 cures (all....) the problems. I doubt it. The precept that Resounds firmware is absolutely perfect and non contributory to any of the many issues raised seems to me highly improbable. Fortunately I am still within a trial usage period so I can simply walk away. Certainly not going to sign up and hand over the dosh (or should it be Apple pay?) as things are. Lets see what happens on Monday with 8.1 (assuming one can get a download spot).

I'm getting the services from the Resound importer to Israel " Audio Medic", (Vanina is my personal audiologist).

They are providing very good and proffesional service.

In parallel I started a direct channel with Resound in order to resolve all the connectivity issues.

If you will be their on Sunday check with them if they got the new Software update: I got the following e-mail from Resound 2 days ago:

" Please note there has just been another firmware upgrade to the LinX devices to improve the MFi functionality.

You can return to your dispenser for this, just make sure they are using Aventa 3.7.0.120. They will know what this means'.

Best regards, Gabi

Gabi, thanks that's really helpful. given that Sunday will be the first "normal" working day after the month long hiatus, I doubt they will be up to speed on this firmware upgrade, will let you know the outcome. That there are firmware upgrades is reassuring, sceptical as I was that all the issues related only to IOS. It takes two to tango! Is your "direct channel" local or abroad?

Norman

Got two channels with "global" Resound abroad.

WHat do you mean with "Global"?

I have now updated my Re Sound Aids with the latest Apple upgrade Still had trouble pairing my aids and then deleted my Smart App and uploaded new one before they finally paired.

1 Why don't ReSound issue an app upgrade like everyone else?

2 It paired well and the connection failed around 12 hours later

3 Re paired and only worked with the Apple program

4 Deleted new app and reloaded again finally worked for around 3 hours so far. Lets see how long this lasts

Who is at fault Apple or Resound?

I bought the hearing aids from Amplifon and all they want me to do is talk to the ReSound Rep.... when they can next get her to visit.

ReSound say it is an Apple problem

Apple say it is a ReSound problem

So who should take responsibilty to fix the issues,

Whoever does so will get my admiration as I have been wanting these hearing aids to work so I can get my life back.

There are other things to do than be a Guinea Pig for Apple and ReSound

update: IOS8.1 has made not a jot of difference. The upgraded firmware you mentioned was further upgraded apparently so wasn't installed at my appointment earlier this week. I now have an appointment on Monday for upload. Some adjustments made to the audio side to try and improve the dreadfull tinny streaming sound.. Now phone audio is dreadful, and streaming music as bad as before.

We're it that the hearing side was great, I could forgive it all, but it isn't. I have a fairly moderated typical dropping high frequency loss. But i still find that my discrimination is still poor even with the aids. Is all this "made for iPhone" stuff just spurious fluff diverting attention from the aids true function. All rather depressing.

It seems odd that you and all others in this group is having problem with the connectivity between the HA and the iPhone. I bought the Linx 9 in Sweden in August, have a 5S phone running on 8.1. I have never experienced any problem connecting between phone and Linx - and stay connected even if I leave the phone in one room to walk in to a nearby room. It's great to listen to music or radio and being able to walk around in the house. Perhaps the problem is in the chip that GN Resound has installed in the phones for sale in US, which as I understand is different from the ones installed in Europe/Sweden. This, however, makes it impossible for me to have my HA calibrated here in the US by a local audiologist as they don't have the same Resound software as the ones used in Europe. To service my HA here in the States I have to change to a US Resound chip. I do not understand why GN Resound have choosen to have different systems in their HA in US and the rest of the World. I do not know if this is the reason to the connectivity problems you experience.

All,

At the beginning of the week I introduced to major changes:

1. Installed iOS 8.1 on my iPhone 5s.

2. Installed the latest version of the Resound Linx HA firmware, released on Oct 7th (Aventa 3.7.0.120).

Since than there is a significant improvement in pairing process as well as the connectivity stability.

I'm not sure (yet) regarding the streaming quality issue... will keep updating.

Thanks, Gabriel.