Important Update Regarding Eargo
For over a decade, Eargo has been dedicated to democratizing access to high-quality hearing aids and care. Today, we write with a heavy heart to share some difficult news about the future of that journey.
Our parent company, LXE Hearing, has begun a wind-down of its US operations. This decision follows extensive efforts to restructure the business and pursue strategic transactions to maintain support for our customers. Unfortunately, despite these efforts, we were unable to identify a viable path forward and have made the difficult decision to wind down the US business.
You’re our valued customer and our priority right now is to handle this transition with the transparency and respect you deserve. Here is what this means for you moving forward:
- Your Hearing Aids and App: Your hearing aids will continue to provide hearing amplification and core functionality. At this time, the Eargo mobile application will continue operating as normal. We are developing a long-term transition plan for our applications and support services and will provide additional information before any changes occur. Please ensure that we have your current email address so that you receive future updates.
- Immediate Support: Our customer service representatives will remain available for at least the next two months. They are equipped to process eligible refunds, handle troubleshooting, and assist with active warranties. During this period our support hours remain Mon - Fri 8 am to 8 pm CT, and Sat 8 am to 5 pm CT. You can reach us by emailing support@eargo.com or by phoning 1-855-690-9360.
- Warranty Services: We will continue processing warranty claims submitted within the next two months. We will provide additional information regarding warranty administration after that period as our transition plans develop.
- Future Support and Services: We are evaluating available options regarding future customer support, application functionality, and warranty administration. We will provide additional information as those plans develop which we expect to be in the next 60 days. At this time, we cannot guarantee the availability of any future support services beyond what is described in this notice.
We are incredibly grateful for the trust you placed in us and for your support in our mission over the years. Thank you for your patience as our team works diligently to support you through this transition.
Sincerely,
The Eargo Team
FAQs
App & Technology
Will the app continue working?
At this time, your mobile application will continue to operate normally to support your hearing aids. We are currently developing a long-term transition plan for our applications and will ensure we share additional information with you before any changes take place.
Can I still download the app?
The app is currently still available for download. However, please note that it will not be available indefinitely. We are actively working on a long-term transition plan for our applications and will be sure to notify you well in advance before download support stops.
Will future updates occur?
While we are working on a long-term transition plan for our software, the notice doesn't explicitly state whether there will be any future software or firmware updates to fix bugs or maintain compatibility with new phone operating systems.
Support, Warranties, & Parts
Will customer support remain available?
Our customer service representatives will remain available through at least September 15th. They are fully equipped to help you with troubleshooting, processing eligible refunds, and assisting with active warranties. While we cannot guarantee support services beyond this two-month window, we are actively evaluating our options and will update you as plans develop.
Will LXE continue honoring warranties?
We will continue to process warranty claims submitted through September, 15th. We are currently developing plans for how warranties will be administered after this period and will provide you with more information as those plans take shape.
What happens if I need replacement parts?
If you need replacement parts (such as tips, domes, or wax guards), please reach out to our customer service team. During this transition period, our team will do our absolute best to accommodate your requests, but service may be limited based on our available inventory and resources.
Communication
Where can I receive future announcements?
All future updates and important information regarding our transition plans will be sent directly to your email. Please take a moment to ensure we have your current email address on file so you don't miss any updates. You can update your e-mail on file either through our App or by reaching out to Customer Service.