Frequently asked Questions
About us
MySecondEar was founded roughly two years ago by Niklas Spichalsky. He has been wearing hearing aids himself for more than 20 years and therefore knows all too well the difficulties of buying hearing aids. From a high degree of intransparency on the market, to a lack of flexibility, to completely exaggerated prices. To counteract all these problems, he founded MySecondEar together with Julian Stechert. Together with their team of audiologists and hearing consultants, the two are now managing directors of one of the fastest-growing audiologists in the world.
Yes! We are real Audiologists and have already served 1000+ Happy Customers to better hearing. We have contracts with all Hearing Aid manufacturers and as your individual audiologist, we are your new contact for all topics related to your hearing aids and your hearing loss.
Hearing aid Purchase
It is possible! These are the steps you take together with us:
1.You request a quote for your desired hearing aid.
2. Your personal hearing consultant contacts you to clarify any outstanding questions. You are also welcome to contact us directly on +49 30 3080 6040.
3.You send your personal hearing consultant the current hearing test by e-mail.
4. If everything is OK, your hearing consultant creates an individual order for you and sends you the appropriate order link by e-mail.
5. After you have looked at everything, you can confirm the order independently or do it together with your hearing consultant.
6. Now your hearing aids are made ready for shipment. Based on your hearing test, the devices will be preset and shipped to you by mail.
7. After receiving the hearing aids, the remote fittings will then take place with your personal audiologist from our audiology department. The process of remote fittings is described in more detail below.
So you see that buying online with us is really not that difficult.
Everything you need to put the hearing aids to use. Particular, that is:
- The desired hearing aid
- A storage box
- A charging station or a year's supply of batteries
- 2x Receiver
- Domes in various sizes and shapes
- Hearing Aid Wax Guards
- A cleaning kit
- Up to five individual Hearing Aid adjustments
All of this is included free of charge, so it is already included in the hearing aid prices.
We do have multiple local branches in Germany! Outside of Germany the online store is the only option of purchasing Hearing Aids with MySecondEar.
Prices and billing
In short, MySecondEar works efficiently and digitally oriented. Nothing has changed in the hearing aid market for far too long. A few big Hearing Aid providers dominate the market and thus the prices. MySecondEar counteracts this by focusing on more contemporary solutions:
Optimized processes
Our team has extensive knowledge and experience in online customer service. We fit your hearing aids remotely, flexibly and regardless of location.
No overpriced marketing
Our advertising is mainly online. This allows us to market more efficiently and give the savings back to you, the customer.
No expensive brand ambassadors
We want to lead you to good hearing and do not need actors or other celebrities under contract.
The enormous savings we pass on directly to you. Because we believe that good hearing should be affordable and no longer a luxury.
Definition and scope of the flat-rate repair fee: The flat-rate repair fee is a one-off payment made by statutory health insurance companies for the 6-year service. For basic hearing aids (without an additional payment by you), all repair costs are covered during this period. The flat-rate repair fee does not cover higher-quality hearing aids that were purchased with an additional payment. Any additional repair costs incurred as a result of the higher-quality hearing aids will be invoiced. So you enjoy the best service and can rely on your hearing aids!
Cost coverage for higher-quality hearing aids: For higher-quality hearing aids subject to co-payment, the health insurance company covers a fixed amount of the repair costs through the flat-rate repair fee. Additional costs, in particular repair costs due to the better equipment or the replacement of consumables, must be borne by the insured person themselves.
Service and recommendations for new purchases: The service flat rate of the health insurance companies, which ranges between €120 and €154.70, also covers maintenance and repair work. At the end of the six-year term, a new purchase is often recommended, especially if the repair costs exceed the new purchase. Regular maintenance and care as well as consultation with a hearing care professional in the event of repairs are essential for the longevity of the hearing aid.
Payment options and protection
We offer a variety of payment methods for your convenience:
- PayPal (with buyer protection)
- Klarna
- bank transfer
- Amazon Pay
- credit card
As a person with statutory health insurance in Germany, you only pay your individual co-payment. When paying with PayPal, you benefit from buyer protection, which offers you additional security. If unexpected problems arise, you can contact PayPal directly and take no risk.
Health insurance
Medicare doesn't cover hearing aids or exams for fitting hearing aids. You pay 100% for hearing aids and exams.
Depending on where you are insured you can get a co-payment from your health insurance. Inquire with your health insurance to find out whether or not they also pay for hearing aids.
Shipping and returns
We ship to all countries in the EU. All Hearing Aid Purchases will be delivered free of charge with DHL. Usual Shipping times are 5-14 Business days.
As of right now our Headquarters and only Logistics Centre is based in Germany.
We are aware that this is not ideal but we are working on building a logistics outside of Germany to make shipping more convenient.
Hearing aids are shipped to you free of charge. Hearing aid accessories are also free of shipping costs if the order value is at least 99€ in EU countries (499€ outside of EU countries). Under an order value of 99€ shipping costs are 9,9€ (11,9€ outside of EU Countries).
We are aware that this is not ideal but we are working on building further logistics center to make shipping more convenient.
We send packages with our shipping partner DHL. Once our package has been handed over to our partner, you will receive a shipping confirmation from us by e-mail. In the email is your shipment number (ID) and a link with which you can track the order.
Right of return
You have a 30-day feel-good guarantee. So if within this time you realize that the device does not suit you or you should change your mind, you can withdraw from the purchase. However, we are convinced that you will not regret your purchase. This is also shown by our many positive customer reviews.
Warranty and insurance
All Oticon, Starkey, ReSound and Phonak hearing aids come with a five-year warranty on the device and battery. All other manufacturers offer a two-year warranty.
Accessories come with a one-year warranty and spare parts such as ex-earpieces are guaranteed for six months.
Our hearing aids are covered against material and manufacturing defects from the time of delivery. Please note that damage caused by improper handling or repairs by unauthorized persons is not covered by the warranty.
Yes, we also offer an insurance option for your hearing aids. We work with our partner Alteos, which is part of the AXA Group. There you can take out insurance for your hearing aids to protect yourself against loss, theft and more. For more information and to take out insurance, please visit Alteos Hörgeräte Versicherung.
Warranties and repairs
Yes. For a one-time fee of 99€ per single hearing aid, you can add a warranty extension to four years.
The warranty covers manufacturing and material defects of the hearing aids itself, but not accessories such as batteries, tubes, receiver, wax guards, etc.
Problems caused by misuse, improper handling or repairs by unauthorized persons are not covered by the warranty or may result in its loss.
Repairs
If there is a warranty case, then we will of course take care of the repair free of charge. This will typically be done in four steps:
1. We will send you a replacement device free of charge.
2. You can use the replacement Device during the Time of Repair. You will put the broken Hearing Aids back in the package and send them back to us.
3. We will repair your broken Hearing Aid.
4. After a successful repair we will send the Hearing Aids back to you.
The package will have a return voucher, so you do not have to pay anything for shipping.
When the warranty is over, you will pay the following prices per hearing aid for any necessary repairs:
Battery replacement = 49€
Small repairs = 59€
Large repairs = 149€
Small repairs are primarily necessary for optical defects. Large repairs, on the other hand, are necessary for technically complex defects.
We look forward to welcoming you to one of our specialist stores! You can easily make an appointment by email at hallo@mysecondear.de or by phone at 030 31193965.
Do you have any other questions?
If we haven't answered your questions yet, feel free to give us a call or send us an email.