Service & Support Frequently Asked Questions

There are three easy ways to contact AB Customer Service:

• Call AB Toll Free (U.S. & Canada Only): 877.829.0026 or 800.678.3575 (TTY)
• Call AB Directly: 661.362.1400
• Email: CustomerService@advancedbionics.com

AB’s hours of operation are Monday through Friday, 5:00 a.m. to 5:00 p.m., Pacific Time.

Yes.

Please contact the Advanced Bionics office in your region for more information.

Please contact Advanced Bionics Customer Service. A customer service representative will take your order and charge your debit or credit card. When you call, have your debit or credit card number and expiration date. AB accepts American Express, Discover, MasterCard, and Visa.

If you reside in Canada or the United States, you may place a secure online order at AB’s Webstore. Before you can order from AB’s Webstore, you must first register with Advanced Bionics Customer Service. For security and privacy purposes, a user ID and password will be assigned to you upon confirmation that you or your child is a registered AB recipient. Upon receiving a user ID and password, products may be charged to your American Express, Discover, MasterCard, or Visa card.

If you reside outside of North America, please contact the Advanced Bionics office in your region for more information.

Shipping time varies by region. Please contact the Advanced Bionics office in your region for more information.

Shipping costs vary by region. Please contact the Advanced Bionics office in your region for more information.

Payment methods vary by region. Please contact the Advanced Bionics office in your region for more information.

Quantity discounts vary by region. Please contact the Advanced Bionics office in your region for more information.

Order holds or delays vary by region. Please contact the Advanced Bionics office in your region for more information.

Please contact the Advanced Bionics office in your region. A customer service representative will determine which piece of equipment is malfunctioning. If the product in question is under warranty, the customer service representative will process a Return Materials Authorization (RMA).

When you receive the replacement product, you will also receive a postage-paid envelope. Please place the malfunctioning product in the postage-paid envelope and mail. 

Please contact the Advanced Bionics office in your region for more information. A customer service representative will look up your name in our database and let you know whether your equipment is under warranty. You may also review our standard warranty for products.

• Internal device has a 10-year warranty from the surgery date.
• Sound processor has a 3-year warranty from initial stimulation date.
• Headpiece has a 3-year warranty from initial stimulation date.
• Battery charger has a 3-year warranty from initial stimulation date.
• T-Mic™ has a 1-year warranty from initial stimulation or time of purchase.
• iConnect™ wireless FM adapter has a 6-month warranty from the date of purchase.
• Accessories have a 90-day implied warranty.
• PowerCel™ batteries have a 90-day implied warranty.
• Rechargeable batteries have a 90-day implied warranty.
• AA Power Pak has a 3-year warranty from initial stimulation or time of purchase if purchased separately.
• Kinder Clip has a 90-day implied warranty.

The details in this section are general guidelines that may be overridden by regional regulations. For warranty details specific to your region, contact your local customer service.

Please contact the Advanced Bionics office in your region. A customer service representative will verify that your product is no longer under warranty and place your order. 

Shipping times and methods vary by region. Please contact the Advanced Bionics office in your region for more information.

Please contact the Advanced Bionics office in your region. If you need your out-of-warranty sound processor repaired or replaced, a fee will be charged.

Please contact the Advanced Bionics office in your region.

Yes. The HiRes 90K is designed with a removable magnet to allow for MRI scans. The HiRes 90K is MRI safe at 0.3 Tesla and at 1.5 Tesla; MRI safety at higher energy levels has not been tested. The magnet must be surgically removed before the patient undergoes an MRI procedure. Patients must also remove their sound processor and headpiece before entering a room where an MRI scanner is located.

For additional information regarding the use of an MRI scanner with a HiRes 90k device, please contact Advanced Bionics Technical Support.

Yes. Advanced Bionics has provided this information to make your journey easier. Bon voyage! 

No. The Federal Aviation Authority (FAA) has confirmed that Advanced Bionics cochlear implant recipients are EXEMPT from powering off their sound processors when instructions are given to turn off cell phones, music players, or any electrical/digital device with an on/off switch. The FAA includes cochlear implants in the Hearing Aid category, exempting them from the requirement to be switched off. 

No.  Metal detectors and security scanners should not damage the implant or sound processor. However, cochlear implant recipients passing through security metal detectors and scanners may activate the alarm. It is advised that patients carry their “Patient Emergency Identification Card” with them at all times. Cochlear implant recipients also might hear a distorted sound caused by the magnetic field around the security scanner door or hand-held scanning wand. Turning the sound processor volume down before passing through security screening will ensure that those sounds, if they occur, are not too loud or uncomfortable. Cochlear implant recipients may request a full-body pat-down with visual and physical inspection of the sound processor in place of the standard metal detector or scanner with x-ray procedure. 

X-ray machines will not damage the sound processor; however, x-ray machines have the potential to damage the microphones used in most cochlear implant systems and hearing aids. As a precaution, avoid placing these items in cargo luggage or carry-on luggage that are screened with x-ray machines. During airport security screening, the processor T-Mic™, and any spare parts carried should either be worn through the metal detector/scanner or examined by hand. 

Yes. The US Department of Transportation (DOT) regulations on passengers traveling with lithium batteries can be found at safetravel.dot.gov. Per the regulations, passengers may not carry spare lithium batteries in checked luggage unless they are within a portable electronic device. However, any number of spare lithium batteries are allowed in carry-on baggage if they do not individually exceed 8 grams (~100 Watt hours) of equivalent lithium content.

All Advanced Bionics lithium-ion rechargeable batteries (PowerCel™ Slim, PowerCel Plus and PSP/S-Series™ batteries) have equivalent lithium content weighing less than 1g each, which falls well within the 8g limit.

When traveling, protect the battery terminals by using the blue plastic PSP/S-Series battery cover or the Harmony PowerCel battery pouches. For Naída CI PowerCel batteries, use PowerCel plastic covers or a sealable plastic bag. 

They should be recycled. 

If you do not have the identification card provided when you first received your cochlear implant, a replacement can be ordered by contacting Advanced Bionics Customer Service.

877.829.0026 US and Canada 

customerservice@AdvancedBionics.com

The Bionic Ear Association at Advanced Bionics is available to support you.

AdvancedBionics.com/BEA | 800.678.2575 

hear@AdvancedBionics.com