Update on the Lost Freedom Processor

I have blogged about sending Elijah's Freedom Processors to Cochlear to be cleaned, when he got his N6 processors activated. We received one Freedom back after about four weeks and then we didn't get the second one. I called and as I blogged, received poor customer service. It took another three weeks to get the second Freedom processor back. We now have two sets of Freedom processors as back ups for Elijah. I had purchased a new two year warranty on his newest set of Freedoms in June 2013. I sent the paperwork in to cancel that warranty and get a partial refund, which will then go towards the portion of his N6s that we had to pay for. I am hoping that this warranty refund will be between $500-$1200, but you never know. We now have a new three year warranty on the new N6s that he received in June. It will take about four weeks for the refund to show on the credit card I used to charge it on last  year. Hopefully, there won't be any issues with this!

$2824.00

I just paid $2824 for a two year service agreement plus loss damage coverage for two Freedom processors. I saved $314 by paying for two years rather than paying $1500 for one year for both Freedoms. Elijah has NEVER lost a processor, but as they say never say never. We do get good use our of the service agreement. In the last three months alone we have replaced three coils and two controllers. Hopefully in two years we can upgrade Elijah to the N5 processors. His Freedoms will be five years old by then and most insurance companies will pay for upgrades every five years. When will trade in his older Freedoms that stay in a drawer and are not under a service agreement. If he is able to upgrade to the N5, these will have a three year service agreement and loss/damage. There may even be a new processor in two years.

There is no price that I would not pay for Elijah to hear. I am amazed at the technology and what he has accomplished. At least I can write it off on my income taxes under medical when I file my 2013 income taxes!

Maintaining Processors

Elijah's cochlear implant processors usually require very little maintenance. He changes his batteries when they die and that is usually what we deal with the majority of the time. He told me last week that his right ear sounded funny. I had seen the red light on the processor(Freedom) blink a few times, and there had been no code for a dying or dead battery(H1 or H2) code. The coil wire was very bent and I know it has been at least six months since we have changed it. I called Cochlear and they sent me a new one under the warranty. We have two back up coils, so I had already change it out and had the old one ready to be mailed back. The new one came in today and I got the old one all ready to be mailed back.

Sitting at dinner tonight, Elijah tells me that his left ear is now bugging him. We change his program and he says it sounds better. Later I notice the red blinking light and ask him to come over. This time there is a distinctive H3 code, which means the coil is NOT on his head, but it was on his head. So, we put a new coil on this processor and now I will call Cochlear on Monday and get them to send us another coil. At least this time, there was a code so I knew that the coil wasn't working.

He has a controller(bottom piece) that I need to replace, because the FM port cover came off. However, when they send you a new one of those, someone has to be at the house to sign for it. UGH, that is a hassle. I am going to wait for Spring Break and call before then and get another one. It works just fine and he uses his FM at school everyday, so I am sure the next controller's door will come off as well.

Elijah's warranty/service agreement on his processors expires in June of this year. I will pay for another warranty for another year. I think it is worth the money. I will also get the loss/damage coverage WITH the service agreement.

I Am So Confused!

I vented last month about how Cochlear Americas didn't have an option for people who had CI processors with warranty coverage, but not loss/damage. ESCO is no longer covering Cochlear America's CI processors. I remember calling Cochlear last month and the person on the phone telling me that Elijah's processors only had a warranty. Fast Forward to now and we get a letter from Cochlear saying we should call them and check on coverage. I called this morning and they are now offering loss/damage on its own with no warranty. The woman told me to call back with Elijah's serial numbers and we could take care of it. I called back this afternoon and was all set to pay for the loss/damage with the person told me Elijah's processors were covered under loss/damage until June 2013 when the warranty expires too. I AM SO CONFUSED! I am glad I don't have to pay, but what changed or why did it change. I am going to call back again in a week or so and just double check to make sure that Elijah has loss/damage on his processors!

Update on Loss/Damage Coverage

I have been on the phone several times with Cochlear and with my home owners insurance. They can cover it under home owners, but it would have to be lost or damage AT HOME. They can also cover it under a personal articles policy that would have no deductible if lost or damaged. Well, Cochlear has had to send me three different emails, because they kept making mistakes on a quote for the home owner's people. Finally, after we get it all figured out, I am quoted a price of $1330 for a YEAR to cover both processors....$110 a month. WELL, that is a heck of a lot more than the $550 I paid ESCO for one years worth of coverage.

To top things off, I get the letter in the mail today stating that ESCO cannot cover Elijah's processors again. When I checked Cochlear's website, the warranty PLUS the loss/damage for two processors is $1570. I just don't need the warranty right now, I just need the loss damage. Needless to say, I am not happy. I may have to talk to the home owner's insurance people and see if that is the ONLY coverage they can offer. I am sure I could call some other insurance companies, but they may not deal with me since my home owners is not with them. You never know though. We may just have to roll the dice and go without coverage for a year. He has never lost one before and been implanted for almost 11 years. I just hate the thought of it.

Venting--Cochlear Americas and ESCO

About two weeks ago, someone posted on one of the deaf/hard of hearing forums, that ESCO could no longer COCHLEAR processors. Elijah's processors are covered under ESCO until Aug. 11th. We purchased two new Freedom processors back in 2010 and they came with a warranty, but not loss/damage, hence I purchased ESCO. I finally had a minute and checked ESCOs website and COCHLEAR was not listed. So, I called Cochlear and you can no longer cover processors through ESCO. Now, I am not really sure WHOSE decision this was....Cochlear or ESCO, but either way it is irritating.

Why do I have to find this out through a forum? Why can't either COCHLEAR or ESCO contact me and let me know this. ESCO knows that our coverage expires on August 11th, they could send out a letter. Cochlear suggested I call my home owners insurance and I am getting Cochlear to send me a quote for cost of replacement. I will then email that to my agent who can quote me a price for a personal articles policy. This will cover the processors if they are lost or damaged and there will be no deductible. Now, lets hope it isn't more expensive than ESCO. Now next year, when the warranty runs out I will purchase a warranty WITH loss/damage and cancel the home owners personal articles policy.

I asked COCHLEAR what is happening with people who upgrade now and they said their policy has changed and UPGRADES now come with a warranty and loss/damage. I guess those of us who purchased new FREEDOMS or upgrade to the NUCLEUS 5 before then are just having to figure things out on our own.

I really think all parents of children who will be getting a cochlear implant NEED to be educated about the expenses that come down the line. No one mentions how much an extended warranty is. No one tells you how much it costs to repair them. I hate to complain, I really do, because without his CIs Elijah would be so lost. They have been a miracle for him....that and the therapy afterwards, but parents need to know what it will be like to maintain this equipment. It seems like there is always something to worry about.