Who can upgrade to the Nucleus® 5 Sound Processor at this time?
The Nucleus 5 Upgrade is available for all Nucleus Freedom™ and Nucleus 24 Implant recipients in the United States and Canada (Including Puerto Rico and excluding all Nucleus 24 ABI Implant Recipients).
Will I still be able to trade in my 3G and SPrint™ Sound Processor even though they are obsolete?
Effective July 1st, we will accept trade-in’s of the Nucleus Freedom Sound Processor only.* Please Note: As previously communicated we have now begun the end of life process for both the ESPrit 3G and SPrint Sound Processors. As a reminder we are no longer offering these processors for sale and we are now confirming that we will cease repairs for the SPrint Sound Processor effective July 1, 2011(USA) and the ESPrit 3G Sound Processor effective December 31, 2011 (USA).**
*Trade-in credit for ESPrit 3G and SPrint Sound Processor is valid until December 31, 2011 in Canada
** End of repairs on SPrint and ESPrit 3G Sound Processors: December 31, 2011 in Canada
How long will it take to get my Nucleus 5 upgrade?
Once we've received your order, you can expect your Nucleus 5 Sound Processor to arrive at your door in approx. 6-8 weeks.
Please Note: Delivery times may vary if your trade-in processor needs to be returned prior to receiving the upgrade. Anticipate longer delivery times for orders processed through Medicare/Medicaid or any other federal health programs.
How do I track my order?
You can track your order online.
- Login or register at www.CochlearStore.com.
- Once logged in, select the 'Track Orders' link.
- Locate the order number for your upgrade.
- Click on 'Shipment Details'
- Then click on the shipment number. Locate the field labeled ‘tracking number’. Use this number to track your package on the carrier's website (eg. FedEx: www.fedex.com)
How will I know when my upgrade has shipped?
An email notification will be sent at the time your upgrade ships. If placing your order online, the email address used will be the same as in your account profile. If ordering over the phone, please confirm with customer service the email address where the shipping notification should be sent.
Do I have to sign for it?
Yes – An adult's signature will be required upon delivery.
I already have a service agreement on my Nucleus Freedom. Can I transfer it or cancel it?
Service agreements are non-transferable. If you choose to cancel your service agreement please notify us, either by mail (13059 E Peakview Ave, Centennnial, CO 80111 ATTN: Service Agreements) or email (ServiceAgreement@Cochlear.com). If you have not filed a claim under your existing service agreement and it was paid in full – a small refund may be available.
My Nucleus Freedom is still under warranty. Can I use that for the upgrade?
Sound processor warranties have no cash value and are non-transferable. Keep in mind that your new sound processor is covered by the 3 year Global Limited Warranty.
How do I order additional acessories for my Nucleus 5 Sound Processor?
Nucleus 5 Sound Processor accessories are available on our online store www.CochlearStore.com
How will I return my current sound processor for the trade-in?
If you elect the trade in-option, you will be asked if you have a fully functioning backup sound processor when you place your order. (This will determine when you receive the necessary return material authorization (RMA) paperwork.)
- If you do not have a fully functioning backup sound processor, you will receive the RMA paperwork along with your Nucleus 5 Upgrade kit. Then, you will need to send in your sound processor to take advantage of the trade-in credit. You will be responsible for payment the trade in credit if you do not send in your trade-in processor within 30 days.
- If you have a fully functioning backup processor, Cochlear will send the necessary RMA paperwork to you directly. Then you will need to send in your sound processor prior to shipping your new Nucleus 5 Upgrade kit to you.
- IMPORTANT! Our goal is that you not be out of sound (eg. without a processor) during the trade-in process.
What is the warranty for the Nucleus 5 Sound Processor?
As with all Cochlear Nucleus Sound Processor technology, the new Nucleus 5 upgrade is covered under Cochlear's 3 year Global Limited Warranty.
Is there a trial period for the Nucleus 5 Sound Processor?
Your new Nucleus 5 Sound Processor can be returned back to Cochlear within 30 days of purchase if for some reason you are not satisfied.
Where can I learn from others who have already upgraded?
The Cochlear Community is a valuable resource for you to connect with others and share your experiences. Please visit www.CochlearCommunity.com
I live in Puerto Rico, how do I order my upgrade?
Please contact us by phone to place your upgrade order 1(800)587-6927 or use the 'Contact Us' link. Please note: Orders via the online store are not currently available for those living in Puerto Rico.
