When Andy Sinclair asked us to help repair his 97-year-old mum’s hearing aid, our team knew there was no time to lose.
“The care, efficiency and speed of repair and return delivery shown was outstanding, far above anything I expected.”
A hearing aid is never just a device. It can be the difference between feeling isolated and sharing a conversation with someone you love. For Andy’s 97-year-old mum, her Starkey hearing aid was a vital connection at a time when every word mattered.
When communication became difficult.
At the end of January, Andy’s mum entered hospital and later moved to a hospice for end-of-life care. Having always been completely deaf in one ear, she depended on her nine-year-old Starkey hearing aid for meaningful communication.
While she was in hospital, the hearing aid appeared to have been damaged. Although it still provided some sound enhancement, it caused significant discomfort and made speech difficult to understand. At an already painful time for her and her family, being unable to communicate clearly made things even harder.
Recognising what was at stake
Andy contacted Starkey to ask whether there was anything we could do. His request reached Alex in our technical support team, who immediately recognised the urgency of the situation. Alex quickly arranged for the hearing aid to be checked and repaired as a priority, free of charge as a goodwill gesture.
For our team, this was more than a repair request, it was an opportunity to help a family stay connected during an incredibly difficult time.
From Friday to Wednesday
Friday: Andy posted the hearing aid to Starkey.
Monday: It arrived with our team
Tuesday: The repair was completed and the device was sent directly to the hospice.
Wednesday: The repaired hearing aid arrived back with Andy’s mum.
Serving our customers better than anyone else
Our mission is clear: “to serve our customers better than anyone else.”
The mission is not only about delivering advanced hearing technology. It is about the care, judgement and humanity our people bring when someone needs help. It means looking beyond the device to understand the person relying on it and the life happening around them.
Alex and the wider team lived this mission, listening to the problem at hand, understanding the urgency of the situation and used their expertise to find a way forward quickly. It embodied Starkey’s core values, creating an impact far beyond the repair itself.