Advanced Bionics Customer Service Phone Number — Expert Guide

Official contact channels and the primary phone number

Advanced Bionics (AB), a Sonova company since 2018, maintains multiple customer support channels: an online support portal, regional phone lines, technical support, and clinical liaison teams. The canonical entry point is the company website (https://www.advancedbionics.com), which lists the up-to-date phone numbers, e-mail forms, and local distributor contacts by country. Because telephone numbers and hours change by region, always verify the number on the site before calling.

As of June 2025, the primary North America customer service phone number published by Advanced Bionics is +1 (877) 829-0026 for general inquiries and product support; technical support and warranty-related calls are often routed through that number to dedicated teams. For urgent device failures outside business hours, the website provides an after-hours escalation number and instructions for on-call clinical staff; these emergency contacts differ by region and are accessible from the Support › Contact Us page.

What to expect when you call: routing, wait times, and service levels

Calls to AB’s customer service are typically triaged into three streams: (1) clinical/rehabilitation support, (2) technical/device troubleshooting, and (3) warranty/repairs and spare parts. Expect an initial interactive voice response (IVR) menu that asks you to specify device type (e.g., Naída CI, HiRes Ultra processors), geographic region, and whether the issue is urgent. Average hold times reported by users in 2023–2025 have ranged from 3 to 15 minutes; peak times (Tuesdays and Wednesdays, 10:00–14:00 local time) can push waits toward 20+ minutes.

When routed to a technician or clinical specialist, typical service-level commitments are: immediate troubleshooting by phone for external processor issues; same-day dispatch of repair authorizations for in-warranty external processors; and a 48–72 hour response window for warranty evaluation and RMA shipping instructions. If you require a loaner processor, AB’s loaner inventory is subject to availability and your insurance/clinic arrangements; expect administrative lead times of 24–72 hours to secure loaner equipment.

Critical information to have before calling

• Device identifiers: external processor model and serial number, implant model and serial if available (e.g., HiRes Ultra II SN: XXXXXX). These are required for warranty checks and RMA processing.
• Dates: implant surgery date, processor purchase date, and date of first symptom or failure. Warranties and coverage determinations are based on these dates.
• Insurance/billing: primary insurer name, policy number, phone for preauthorization; if self-pay, note typical external processor replacement costs (market range $2,200–$6,500 depending on model and accessories as of 2024).
• Clinic/implant centre details: clinic name, audiologist/ENT contact, clinic phone number and address—AB often coordinates repairs through the implant center for clinical continuity.

Warranty, repairs, replacement costs and timelines

Advanced Bionics warranty policies differentiate between internal implants and external processors. In general industry practice (and reflected in AB documentation), external processors carry manufacturer warranties that commonly span 2–3 years, while internal implant components are subject to separate limited warranties and adjudication processes that can extend longer. Exact warranty durations and terms (e.g., coverage for water damage, physical damage, or software faults) must be confirmed on the warranty certificate that came with your device or via the support portal.

Typical out-of-warranty repair or replacement costs in 2024–2025: external sound processors—$2,200–$6,500 USD (model-dependent); accessory replacements (batteries, cables, microphones)—$15–$250; expedited overnight RMA shipping and loaner fees may add $50–$250. Repair turnaround times for external processors: 5–14 business days for in-warranty service if the device must be returned to a regional service center; 7–21 business days for out-of-warranty repairs or cosmetic refurbishment. For implant failures requiring revision surgery, clinical pathways and costs vary widely—surgical and hospital charges in the U.S. are typically in the tens of thousands of dollars and are billed via the treating hospital and surgeon (verify coverage with your insurer).

International support, local distributors and escalation paths

Advanced Bionics operates through local distributors in over 60 countries. If you are outside North America, use the global contact locator at https://www.advancedbionics.com/en/support/contact-us to find the exact telephone number and local office address for your country. Local distributors manage customs, importation of replacement parts, and regulatory documentation; working with them shortens lead times for shipment and repair authorization compared with cross-border RMAs.

If you do not get a satisfactory resolution via front-line customer service, escalate through these documented steps: (1) request a supervisor or team lead during the call, (2) open a formal support ticket via the website and note the ticket number, (3) if unresolved after two business days, request escalation to the regional clinical affairs manager or complaint handling unit. For regulatory or safety concerns (e.g., adverse events), file an MDR/Medical Device Report with local health authorities and inform AB’s quality/safety team; AB’s Safety and Vigilance contact details are available on the global site.

Practical tips to reduce downtime and improve outcomes

Call during off-peak windows (Monday and Friday mornings or late afternoons) to minimize hold times. Photograph device labels and serial numbers and attach them to the support ticket or email to accelerate verification. Keep a one-page folder (digital or printed) with purchase receipts, warranty documents, and clinic contact info—this reduces back-and-forth during RMAs and insurance preauthorization.

Finally, always confirm the support ticket number and estimated next steps before ending the call. For written records, follow up with an e-mail to the address provided by the agent (or the form on the AB website). Doing so creates an auditable trail and typically shortens the time to a definitive resolution.

What is the phone number for Phonak customer service?

1-800-679-4871
Our Customer Connectivity Support line connects patients to live, real-time, assistance to answer questions about Bluetooth® connectivity and app-related issues. To speak to a live team member, you can reach us at 1-800-679-4871.

What is the phone number for cochlear tech support?

1(800) 483-3123
Our customer service team will be happy to assist you, please contact us at 1(800) 483-3123 or chat online.

What is the return policy for Advanced Bionics?

AB will refund an accessory purchase (not including shipping costs) if the product is unused, unopened, and within 90 days of the date of purchase. Unfortunately, Advanced Bionics cannot exchange or refund any accessory product that is opened, used or outside of the 90-day return policy.

Who is the owner of Advanced Bionics?

Sonova Holding AG
Advanced Bionics is acquired by Sonova Holding AG and begins working with Phonak.

How to troubleshoot a cochlear implant?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview Troubleshooting a cochlear implant often involves checking the basics, like batteries and connections, and then systematically testing each component to isolate the problem. If issues persist, contacting the manufacturer or a hearing professional for assistance is recommended.  Here’s a more detailed breakdown: 1. Start with the Basics:

• Batteries: Ensure batteries are charged and inserted correctly, paying attention to polarity (the + sign should be facing upwards). 
• Connections: Check all cables and connectors between the sound processor and the coil are securely connected. 
• Microphone: If your sound processor has a microphone protector, make sure it’s clean and not obstructing the microphone. 
• Volume/Settings: Double-check the volume and other settings on your sound processor. 

2. Isolate the Problem: 

• Try a different part: If you suspect a specific component, try swapping it out with a working one (if you have a spare) or a different part from another processor. This helps determine if the issue is with the component itself. 
• Listen for changes: If you’re experiencing muffled sound or other issues, try using a different listening mode or microphone (if available) to see if it helps isolate the problem. 

3. Seek Professional Help:

• Manufacturer Support: Contact the manufacturer of your cochlear implant for troubleshooting advice and potential replacement parts.
• Hearing Professional: If you’re still having trouble, schedule an appointment with your audiologist or hearing care professional for further diagnosis and adjustments. 

4. Consider Potential Causes:

• Moisture: Excess moisture from showering, swimming, or even rain can damage the device. 
• Damage: Impacts, falls, or improper handling can cause damage. 
• Incorrect Use: Incorrect battery insertion, tampering with the device, or inappropriate cleaning can lead to problems. 
• Medical Issues: In some cases, medical issues like infection, device extrusion, or electrode migration can affect the implant’s function. 

5. Specialized Troubleshooting:

• Neural Response Telemetry (NRT): In some cases, professionals may use NRT (a test of the electrical stimulation of the auditory nerve) to assess the implant’s functionality, especially after implantation or if there are concerns about electrode function. 
• Programming: Ensure the sound processor is properly programmed for your individual hearing needs. Sometimes, adjustments to the programming can resolve certain issues. 

This is for informational purposes only. For medical advice or diagnosis, consult a professional. AI responses may include mistakes. Learn moreA simple Cochlear sound processor troubleshooting tip-must read!Jan 22, 2024 — On the Cochlear™ Nucleus® 8 Sound Processor and the Cochlear Nucleus 7 Sound Processor, the microphone protectors are …Cochlear Hear and NowTroubleshooting Cochlear ImplantsCheck components of a cochlear implant. • Batteries. • Processor microphone. • Processor electronics. • Cable between processor an…Pennsylvania Speech-Language-Hearing Association(function(){
(this||self).Bqpk9e=function(f,d,n,e,k,p){var g=document.getElementById(f);if(g&&(g.offsetWidth!==0||g.offsetHeight!==0)){var l=g.querySelector(“div”),h=l.querySelector(“div”),a=0;f=Math.max(l.scrollWidth-l.offsetWidth,0);if(d>0&&(h=h.children,a=h[d].offsetLeft-h[0].offsetLeft,e)){for(var m=a=0;mShow more

What are the top 3 cochlear implant companies?

Cochlear Implant Manufacturers:

• Cochlear Corporation.
• Advanced Bionics Corporation.
• Med-El Corporation.