COVID-19 Service & Operational Updates

Over the upcoming weeks, we will be updating this page with regular updates surrounding the Sonova Business and its operations.
Over the upcoming weeks, we will be updating this page with regular updates surrounding the Sonova Business and its operations.
We understand the concern that this new scenario is bringing. As our business partners, valuable customers and long-standing friends, we want to do all we can to support you during this time. We are very aware of how the rapid spread of COVID-19 in the UK is already impacting you, including decline in patient visits, potential restriction in clinic openings plus the unpredictable impact of absenteeism as people stay at home to remain healthy, and protect others.
At Sonova we are following the government guidelines closely and currently we can confirm remain fully functional for both Phonak and Unitron brands to ensure we support both our customers and end-users to the best of our ability. We will provide regular updates should the situation change and ensure that both customers and staff are at the forefront on any decisions we make. Over the upcoming weeks, we will be updating this page with weekly updates surround the Sonova Business and providing you with the latest operational updates.
Our phone lines will be closed on the following Easter Bank Holidays:
•Friday 10th April
•Monday 13th April
At all other times during this period of government lockdown, our Customer Services & Technical Support Teams continue to operate from 9am to 5pm, Monday to Friday.
We understand that customers may still have problems during these challenging times, and our repair services remain available so we can continue to partner with you to ensure that all necessary repairs are managed.
As we monitor the progress of the novel Coronavirus (COVID-19), we continue to implement all the necessary measures to protect the health of our employees and our partners, whilst ensuring the continuation of our services.
At this challenging time, we want to assure you that our service remains open and it is our priority to maintain the highest levels of customer service. As with many businesses across the country, we will be operating with reduced staffing levels as we continue to ask our employees to stay home and stay safe. However, please be assured you can continue to contact us as normal and a member of our team will be on hand to help.
Please find a summary of key contacts that we hope will be useful;
Thank you for your patience and understanding during these difficult circumstances. We greatly appreciate the flexibility and understanding of our customers and partners. We are doing our best to ensure your contact with Phonak is not interrupted while still taking the safety of all our employees and partners in to consideration.
In the meantime, look out for our regular e-newsletter, complete with hints/tips on the different solutions available, direct links to useful government guidance to help your business through this time, as well as the latest news surrounding both the Industry and Sonova.
Stay safe, look after your families and loved ones and thank you for your continued support.
We are very sorry to inform you that the Sonova Operations Center in Ireland has had to temporarily shut down. At Sonova like many businesses we have closely followed government guidelines and today one staff member informed us they had potentially been exposed to the virus and were having to self-isolate. To ensure the safety of our staff and anyone they may come into contact with them, we have had to recommend that all members of the team also self-isolate and close the facility, I can assure you this decision was not made lightly.
We have done all we can to ensure that we maintain service levels to our Irish customers, as such we are in the process of redirecting all postage orders from the Sonova Ireland to the UK facility. We appreciate that this may affect orders or repairs placed in the last 48hours and we will do all we can resolve any issues, for any urgent enquiries please contact the customer service team in the UK.
Email Address |
Phone Number |
|
Phonak |
(0044) 1925 623600 (press option 1 for Customer Services, 2 for Queries, 3 for Tech Support or 4 for Reception) |
|
Unitron |
(0044) 1925 247 810 |
For all Customer Service and Technical Support queries, please continue to contact both the Phonak and Unitron Technical Support team via the Sonova UK switch board, as you have done previously.