When one of 99-year-old Norma Eagle’s hearing aids stopped working, her family needed help quickly. Delia Rix and our customer support team responded, arranging a priority repair and keeping Norma’s son-in-law, Tim Page, informed along the way.
“I am writing to draw attention to the outstanding support that I received from Delia Rix and other members of your customer support team.”
A family looking for help
Norma lives alone in Crosby, Merseyside. She has very poor eyesight and is profoundly deaf, making her hearing aids especially important for everyday communication. Her daughter, Tim’s wife, lives more than 200 miles away.
When Norma’s carer called Tim on a Friday to explain that one of the hearing aids was no longer working, he began trying to arrange a repair by contacting Starkey UK.
Taking care of the next steps
Delia took Tim’s call and listened as he explained Norma’s circumstances. She immediately arranged for a box to be delivered to Norma’s flat so her carer could send the hearing aid to us.
The box arrived on Saturday morning. Norma’s carer packed the hearing aid with a note and took it to the local post office. Although the return courier service did not operate over the weekend, the hearing aid reached our team on Tuesday morning.
Back with Norma by Thursday
- Tuesday: The hearing aid arrived at Starkey and was sent to the workshop with the highest priority. Delia let Tim know it was with the team.
- Wednesday: The repair was completed and the hearing aid was dispatched that afternoon using next-day courier delivery. Delia updated Tim with the news.
- Thursday: The repaired hearing aid arrived back at Norma’s flat.
Tim’s thanks extended to everyone who helped inspect, repair, check and dispatch the hearing aid. Writing afterwards, he described how pleased the whole family was:
“She is absolutely delighted, as are both my wife and I, with the service we received from your company.”
Serving our customers better than anyone else
Our mission guides the way we support people who rely on our hearing technology. For Norma and her family, that meant understanding the urgency of the situation and making her repair a priority. Delia’s updates meant Tim knew what was happening while our workshop team worked to get the hearing aid back to Norma.
We’re proud of Delia and everyone who helped. Their care made a difference to a 99-year-old woman and her family, showing what it means to serve our customers better than anyone else.