Meetings

Troubleshooting Consults

The most common meeting type. A customer is having an issue with their hearing aids and you walk them through resolving it.

Troubleshooting Consult Workflow

Follow these 9 steps to guide a troubleshooting consultation from introduction to close. Each step builds on the last. The goal is to resolve the issue on the call whenever possible.

Introduction

Start by introducing yourself and setting the tone. Let the customer know who you are, why you're here, and what you're going to do together.

"Hi [name], I'm [your name] with Oricle Hearing. I'm a hearing specialist, and I'm here to help you get the most out of your hearing aids. Let's take a look at what's going on and see what we can do."

Keep it warm and conversational. The customer should feel like they're talking to a real person who wants to help, not reading from a script.

Confirm Hearing Aid Style

Before troubleshooting, confirm which device the customer has. The steps you walk through depend on the model.

Oricle 2.0 / 3.0 (in-canal, auto-on when removed from case; 3.0 button can also restart if turned off outside case)
Oricle Pro (in-canal, manual 4-second button hold to turn on/off)
Oricle Pro+ (in-canal, auto-on when removed from case, 8-second startup delay)
TrueFit BTE (behind-the-ear, auto-on when removed from case)
TrueFit RIC (receiver-in-canal, auto-on when removed from case, 8-sec startup)

"Before we jump in, can you tell me which model you have? If you're not sure, can you describe what it looks like or check the box it came in?"

Open-Ended Discovery

Let the customer describe the issue in their own words. Don't jump to solutions yet. Listen fully before diagnosing.

"So tell me what's been going on. What kind of issue are you experiencing?"

Don't lead with what you already know. You have access to pre-meeting notes that tell you the meeting type and the customer's stated reason for the call. Use those notes to prepare your troubleshooting approach, but let the customer describe the issue themselves. Say "tell me what's going on" rather than "I see you're having trouble charging."

Check Fit & Insertion First

No matter what the customer reports (static, feedback, muffled sound, low volume), start with a fit and insertion check. Poor fit is the root cause of about 90% of sound-quality complaints. Before you go anywhere near replacement or warranty, you need to fully rule out fit.

★ Do not mention replacement, warranty, or upgrade until you have exhausted fit, programs, and cleaning.

Jumping to "I can get you a replacement" too early primes the customer to expect a free item before you've confirmed the device is actually broken. Save that conversation for step 8.

Ask them to show you, don't ask yes/no questions. When on video, have them demonstrate insertion in real time:

"Do you mind showing me how you usually put them in? Then let me see how they look in your ear so I can make sure they're fitted correctly."

Watch for common fit mistakes: not inserting deep enough, wrong dome size, wrong ear (L/R swapped), or holding the device at the wrong angle.

Then demonstrate correct technique yourself. Wrap the opposite arm over the top of your head, pull the ear up to open the canal, and insert with a slight twist. For the 2.0/3.0, the cord points down. For the Pro, the pull tab points up. For the Pro+, the cord points down (same as 2.0/3.0); the button should sit above the mic when worn correctly. For the TrueFit RIC, insert the dome into the ear canal and hook the body over the ear. Opening the mouth wide can help too. You should be comfortable enough with insertion to demonstrate it confidently on camera.

Third-party callers: Sometimes the person on the call isn't the one wearing the aids. Still do the fit demonstration on video. Educating the family member gives them the right reference to take back to the wearer. If they say something like "I told him to just shove it in," that's a red flag that proper technique hasn't been communicated.

Identify the Primary Issue

Once fit has been checked and corrected (if needed), identify which category the remaining issue falls into. Many issues resolve entirely at the fit step. If the issue persists, it typically falls into one of these:

Fit & Comfort

Doesn't fit, falls out, hurts, feels too big

Feedback / Whistling

Squealing, whistling, echo, own voice too loud

No Sound / Low Sound

Won't turn on, not loud enough, muffled, one side dead

Battery / Charging

Drains fast, won't charge, case not working

Once you've identified the issue category, use the Troubleshooting Flows tab to walk through the steps with the customer.

Walk Through Troubleshooting

Use the interactive flows (in the Troubleshooting Flows tab) to guide the customer step by step. Each flow is designed to be followed in order during the call. The flows include:

Step-by-step instructions for the customer
Suggested responses based on what the customer says
Branch points for different outcomes
Resolution paths (replacement, upgrade, or refund)

Use video whenever possible. Seeing the customer insert the device or show you the charging light tells you more than any verbal description.

Confirm Resolution

After troubleshooting, confirm with the customer that the issue is actually resolved. Don't assume.

"How does that sound now? Is it working the way you'd expect?"

If the issue is resolved, move to the education step. If not, continue to the next step.

If the Issue Persists

When troubleshooting doesn't resolve the issue, consider whether an upgrade might be the right fit. This is especially relevant when the customer's issue is related to the limitations of their current model.

Fit or comfort issue

The TrueFit RIC or BTE sits behind the ear instead of inside the canal. For customers who can't get a comfortable fit with in-canal models, either is often the solution. The RIC uses double-dome tips (same as Pro+) and has a single button for volume and programs.

Sound quality / feedback

The Oricle Pro, Pro+, TrueFit RIC, or BTE may offer better sound quality or eliminate feedback. The Pro+ and RIC have 16-channel digital processing. The BTE's two microphones provide clearer speech in noisy environments.

Hearing loss too severe

If the customer's hearing loss exceeds what OTC aids can address, be honest. Recommend seeing an audiologist for prescription hearing aids.

If the customer is not interested in an upgrade and the issue can't be resolved, proceed to the appropriate resolution (replacement or refund).

Education, Prevention & Closing

Before ending the call, share a few tips to help prevent future issues. This is also a good time to offer the UV Dryer if moisture or earwax was part of the problem.

Proper insertion technique (pull ear up and back, twist slightly)
Regular cleaning (soft dry cloth, keep speaker tips clear of wax)
Charging best practices (turn off Pro model before placing in case; Pro+ and others turn off automatically)
Acclimatization period (5-15 days for the brain to adjust to amplified sound)

"I'm glad we were able to work through that. Remember, it can take a couple of weeks for your brain to fully adjust to wearing hearing aids, so give it some time. If anything else comes up, don't hesitate to reach out."

Interactive Troubleshooting Flows

Select an issue to walk through the troubleshooting steps one at a time, just like a real call.

Outcome Options

After troubleshooting, you need to determine the right outcome. This guide covers what you can offer, when, and the rules around replacements, upgrades, and escalation.

Always troubleshoot first. Don't jump to offering a replacement, upgrade, or refund before you've checked fit, insertion, programs, and cleaning. Most issues are resolvable on the call.

Sale Save

The best outcome. You fixed the issue; customer is keeping the device.

When: Your troubleshooting resolved the customer's problem on the call.

What to tell the customer: Encourage them to use the device consistently for 2-3 weeks. Sounds may seem different at first; the brain needs time to adjust.

Refer to CS: No (unless they need something specific like replacement domes shipped).

For welcome calls: Log as "Setup Complete" / Issue Resolved.

Return extension as a save technique: If the customer feels better after troubleshooting but their return window is closing, offer a 2-week extension to remove the pressure. Log as Sale Save and check the extension box. "I'm going to extend your return window by two weeks so you don't feel rushed to make a decision." Outcomes are verified 30 days later; if they do return, CS corrects it.

Replacement

Device appears genuinely defective after troubleshooting.

When: After troubleshooting, you believe the device has a hardware issue (won't turn on, won't charge despite correct procedure, one side completely dead). Not for fit or comfort issues.

Replacement Eligibility

Whether you can offer a replacement depends on the return window and warranty status:

Situation	Can you offer?	Details
Within 30-day return window (any warranty status)	Yes	You can request a replacement for any device you deem defective, regardless of warranty. Rule of thumb: if a replacement prevents a return, offer one.
Past 30 days + purchased warranty	Yes	The warranty covers this. Request the replacement. Note: purchased warranties can only be redeemed once per customer.
Past 30 days + no warranty	No	You cannot offer a replacement. Instead, recommend an upgrade or suggest the customer places a new order.

What to tell the customer: "It looks like this might be a hardware issue. I'm going to flag this for our team and they'll follow up with you." Don't promise the replacement will ship; CS verifies first.

Refer to CS: Yes, always.

Upgrade

Customer's issue is best solved by a different model.

When: The customer's current model isn't the right fit (needs more programs, more volume, different form factor) and an upgrade would genuinely address their problem.

Upgrade path	Customer pays	When to recommend
2.0/3.0 to Pro	$49.99	Needs more programs, better sound processing, more volume levels
2.0/3.0 to Pro+	$49.99	Best battery life, 9 volume levels, 16-channel digital processing, auto power on
2.0/3.0 to TrueFit RIC	$189	In-canal doesn't fit, needs more volume, persistent feedback issues
2.0/3.0 to TrueFit BTE	$189	In-canal doesn't fit, needs much more volume, wants dual microphones
Pro/Pro+ to TrueFit RIC	$99	In-canal doesn't fit, persistent feedback, wants behind-the-ear style
Pro/Pro+ to TrueFit BTE	$99	In-canal doesn't fit, wants dual microphones and clearer speech in noise

What to tell the customer: Frame it as a solution: "Based on what you're describing, I think the [Pro/Pro+/TrueFit RIC/BTE] would be a better fit because [specific reason]. We have a special upgrade price of [amount]."

Refer to CS: Yes. CS sends the upgrade link with the discount code. You cannot send links or create codes yourself.

For full upgrade details, see Upgrade Pricing & Offers.

Refund

Customer is returning the product (within 30-day window).

When: Troubleshooting didn't resolve the issue, customer doesn't want an upgrade or replacement, and they're within the 30-day return window.

What to tell the customer: "I understand. I'll refer you to our customer service team and they'll follow up with the next steps." Don't go into refund specifics (amounts, restocking fees, etc.); CS handles all of that.

Refer to CS: Yes. CS sends the return portal link. Customer generates their return label; the refund is issued automatically once the package is scanned in transit.

Just outside the window? If the customer is slightly past 30 days and wants to return, you can mark a return extension (extends to 45 days) and log the outcome as Refund. This brings them back into an eligible window. Check the extension box and refer to CS.

Other / Escalate to CS

A save with caveats, a CS action item, or a situation you need CS to handle.

When: This covers two types of situations:

Save with action needed: The customer is keeping the device, but something extra is required. Examples: reshipment of ear tips or domes, wax guard recommendations, customer wants to keep the hearing aids but return the UV dryer, customer needs a different size dome shipped, etc.
Escalation: Customer is out of window and demanding a refund. Customer is hostile or uncooperative. Customer is requesting something you're not authorized to offer. Device is past 30 days with no warranty but appears defective.

What to tell the customer: For saves with action needed: "I'll flag that for our team and they'll get that taken care of for you." For escalations: "I'm going to escalate your case and request an exception here. Our CS team will follow up with you with a resolution."

Refer to CS: Yes, always. Include detailed notes on what the customer needs or the situation and your recommendation.

Key Reminders

Never mention replacement, warranty, upgrade, or refund before troubleshooting. Exhaust fit, programs, and cleaning first.
You are the hearing specialist, not the decision-maker. You troubleshoot and recommend. CS approves and fulfills.
Warranties are purchased at checkout. Check the portal or ticket for warranty status before offering a replacement on an out-of-window case.
A replacement prevents a return. Within 30 days, if the device is defective, offering a replacement is almost always better than letting the customer go through the refund process.
Log everything immediately. Your notes drive what CS does next. Be specific.

Offering troubleshooting and upgrade options before accepting the refund
How she explains hearing loss and sets realistic expectations
Leaving the door open for the customer to come back
Professional, helpful attitude even when the outcome isn't a save

Watch Recording →

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Case Studies

Real troubleshooting cases with outcomes and lessons learned will be added here. Check back soon.