Meetings
Quick Reference
Keep this page open during live calls. Everything you need at a glance: insertion, controls, programs, troubleshooting shortcuts, and upgrade pricing.
This is a cheat sheet, not a replacement for the full training. Use this for quick lookups during calls. For detailed workflows and troubleshooting flows, see Troubleshooting Consults.
Insertion Quick Guide
Oricle 2.0 / 3.0
- Cord/pull tab points down
- Pull ear up and back with opposite hand
- Insert with slight twist until snug
- Blue = Left, Red = Right
Oricle Pro
- Pull tab points up
- Pull ear up and back with opposite hand
- Insert with slight twist until snug
- Blue = Left, Red = Right
TrueFit BTE
- Hook behind ear, dome into canal
- Retention wire rests in bowl of ear
- Thin tube should follow contour of ear
Ear Canal Technique
- Opposite arm over head, pull ear up and back
- Open mouth wide (relaxes jaw, widens canal)
- Tilt head slightly to the side
Device Controls
| Oricle 2.0 / 3.0 | Oricle Pro | Oricle Pro+ | TrueFit BTE | |
|---|---|---|---|---|
| Turn on | Hold 2 sec (or auto ~12s from case) | Hold 4 sec | Auto (remove from case; 8-sec startup) | Auto when removed from case |
| Turn off | Hold 2 sec (or place in case) | Hold 4 sec (must turn off before case) | Place in case (auto-off) | Place in case (auto-off) |
| Volume | 5 levels; tap button to cycle | 6 levels; tap button to cycle | 9 levels; short press to cycle (loops 1-9) | 11 levels; rocker switch (+ up, - down) |
| Switch program | Press twice quickly | Hold 2 sec | Long press ~2 sec | Hold Button 1 for 2 sec |
| Programs | Standard (1 beep), Restaurant (2 beeps) | Standard (1), Restaurant (2), Outdoor (3), Music (4) | Quiet (1), Noise Reduction (2), Outdoor (3), Music (4) | General, Restaurant, Outdoor, Music |
| Battery | 10-16 hrs; 2-3 case charges | 10-14 hrs; 3-4 case charges | 18-20+ hrs; 5 case charges | ~16 hrs; up to 4 case charges |
Troubleshooting Shortcuts
Start with fit check for any sound issue. Use "show me" to see insertion on video.
| Complaint | First thing to check | Common fix |
|---|---|---|
| Whistling / feedback | Insertion and dome seal | Reinsert correctly; try next dome size down |
| Muffled / unclear | Insertion depth, then earwax | Deeper insertion; clean dome and speaker tip |
| Not loud enough | Volume level, then insertion | Increase volume; check dome size (too small = sound leaks) |
| No sound at all | Power and battery | Charge; check cable and outlet; clean contacts |
| Won't charge | Pro: is it turned off? All: cable and outlet | Pro: hold 4 sec to turn off first; try different outlet/cable |
| Keeps falling out | Dome size | Try next size up; check L/R orientation |
| Uncomfortable | Dome size and insertion angle | Try smaller dome; reinsert with correct technique |
| Battery drains fast | Volume level and storage habits | Lower volume; store in case when not in use; clean contacts |
For full interactive flows, see Troubleshooting Consults > Troubleshooting Flows.
Upgrade Pricing
| Upgrade path | Customer pays | Details |
|---|---|---|
| 2.0/3.0 to Pro | $49.99 | CS sends upgrade link with discount code |
| 2.0/3.0 to Pro+ | $49.99 | CS sends upgrade link with discount code |
| 2.0/3.0 to BTE | $189 (discounted from $289) | CS sends upgrade link with discount code |
| Pro to Pro+ | $49.99 | CS sends upgrade link with discount code |
| Pro to BTE | $99 (discounted from $289) | CS sends upgrade link with discount code |
For full pricing details and guidelines, see Policies > Upgrade Pricing & Offers.
Outcome Options
| Outcome | When | Refer to CS? |
|---|---|---|
| Sale Save | Issue resolved; customer keeping device | No (unless follow-up needed) |
| Upgrade | Customer agrees to upgrade to Pro, Pro+, or BTE | Yes (CS sends link and code) |
| Replacement | Device appears defective; customer wants to keep using it | Yes (CS ships replacement) |
| Refund | Customer firm on returning; troubleshooting didn't help | Yes (CS processes refund) |
| Return Extension | Window closing; customer needs more time (save) or just outside window (refund) | Save: No. Refund: Yes |
| Other | Save with caveats, CS action item, or doesn't fit above; explain in notes | Yes |
Refund Policy (Quick Reference)
- Standard refund: Order total minus shipping fee minus $4.95 restocking fee (not waivable).
- Partial refund (no return): 50% refund; customer keeps the product and does not ship back.
- Out-of-window: Not eligible for standard refund. See Exception Cases for handling.
Key Reminders
Don't Mention Returns First
Never bring up replacement, warranty, or refund until you've exhausted fit, programs, and cleaning. Let the customer raise it.
Pro Must Turn Off Before Charging
Hold button 4 seconds. This is the #1 cause of "not charging" complaints for Pro users.
Always "Show Me"
Ask to see insertion on video. Don't ask yes/no questions about fit. Watch and correct.
Adjustment Period: 2-3 Weeks
Many customers give up after a few days. Encourage consistent daily wear. The brain needs time to adapt.