Q&A with Bryan, HARS Operations Manager

We sat down with Bryan, our Operations Manager at HARS, to find out a little about the history of the company and what's driven him over his 20 year career here.

Can you tell us how the hearing aid repair shop started?

The Hearing Aid Repair Shop was founded in 2002 as a joint venture between Mary Hare School for deaf children and Starkey UK, one of the world's largest hearing aid manufacturers. Originally based at the Mary Hare Primary School in Newbury, its purpose was to raise funds for the Mary Hare charity by repairing out of warranty hearing aids for both hearing care providers and the general public.

Over the years, the business has grown into one of the UK's leading hearing aid repair specialists while remaining committed to its founding purpose of supporting Mary Hare School.

In 2022, the business relocated to the Mary Hare Hearing Centre in Parkway Shopping Centre, Newbury, where it continues to provide expert hearing aid repairs while also supporting the work of the Hearing Centre. Today, every repair helps support the Mary Hare Charity.

How long have you been doing your role as a technician/Manager?

I have been repairing hearing aids at The Hearing Aid Repair Shop for over 20 years, giving me hands-on experience with virtually every make and model on the market. During that time, I have encountered and resolved hundreds of different faults, from routine maintenance issues to complex repairs.

For the past 10 years, I have also served as Operations Manager, overseeing all aspects of the business. My role involves ensuring the smooth day-to-day running of our operations, managing workflows, supporting our team, and maintaining the high standards of service that our customers expect.

Can you honestly repair any make or model?

Yes. We have been repairing hearing aids for over 25 years and have encountered almost every type of fault imaginable. Through our partnership with Starkey, we have access to one of the world's largest stocks of hearing aid parts.

Our experience and parts availability allow us to repair the vast majority of makes and models. Even when original components are no longer available, we can often source a suitable alternative, helping to extend the life of the hearing aid and keep it working reliably for the customer.

Have you seen a rise in the demand for hearing aid repairs?

Because hearing aids are regularly exposed to wax and moisture, they will usually need repairing at some point. There has always been a demand for our services, but as replacement hearing aids become more expensive, we are seeing more people choose repair as a cost-effective alternative to replacing their devices.

Why do you think it is important to repair, rather than replace, hearing aids?

Repairing a hearing aid is usually quicker, more cost effective, and better for the environment than replacing it. Most importantly, it helps customers keep the device they're familiar with and gets them back to hearing as quickly as possible.

What makes the Hearing Aid Repair Shop special?

I think what makes us special is that we're giving customers a more affordable alternative to replacing their hearing aids. We help people get back to hearing quickly, and on top of that, 50% of our profits go to the Mary Hare School, so every repair is supporting a great cause as well.

What's the most challenging repair you had to carry out?

We've seen some incredible cases over the years, from hearing aids chewed by dogs to ones that have been through the washing machine. One had even been lost in a garden for over a year. It would be easy to write them off, but our technicians have the skills and experience to diagnose problems and carry out repairs that many people wouldn't think were possible.

How do you recommend customers send you their aids?

For most customers, we recommend Royal Mail Tracked or Special Delivery because it gives peace of mind and full tracking. If they're local, they can always drop their hearing aids off to us directly. And for anyone who needs a fast turnaround, we offer our Prime 24-hour service to get their hearing aids repaired and returned as quickly as possible.

What happens when you receive the aid?

When a hearing aid arrives, it's first booked into our system and then assessed by one of our technicians. They'll diagnose the fault and provide a no-obligation quote for the customer. If the customer is happy to proceed, we'll carry out the repair, thoroughly test the hearing aid, and return it ready to use.

Will the customers settings be lost during the repair?

No, most repairs don't affect the customer's settings. If we need to replace the amplifier, where the settings are stored, we'll explain the options before proceeding. In many cases, we're also able to transfer the settings to the new amplifier.

How do you distinguish between a simple issue and a more complex repair?

Our technicians assess each hearing aid and determine whether it falls under our Essential Service, Standard Repair, or Major Repair categories. It keeps our pricing simple and transparent, so customers know exactly what they're paying for, with no hidden costs. We then provide a no-obligation quote before any work is carried out.

What quality checks do you perform before beginning a repair?

Before beginning a repair, our technicians carry out a full assessment of the hearing aid. Because they work with similar hearing aids every day, they have a very good understanding of how each model should perform and sound. They'll use the customer's description of the fault as a guide, listen to the hearing aid using specialist listening equipment, and carry out tests using diagnostic equipment that measures the aid's performance and output. This helps them accurately identify the fault and determine the best repair solution.

How do you ensure every repaired hearing aid meets the same high standard?

We have a strict quality control process to make sure every repaired hearing aid meets the same high standard. Each aid is inspected by our quality control team and goes through several checks, including a visual inspection under a microscope, listening tests, and performance testing on our diagnostic equipment. We always do our best to ensure the hearing aid is repaired right the first time and returned to the customer as quickly as possible.

How long do repairs take?

Most repairs are completed within 3 to 4 days, although many are finished sooner. Occasionally, if we need to order a specific part, it can take a little longer, but we always aim to get hearing aids repaired and back with the customer as quickly as possible.

Can the rechargeable batteries be changed?

Yes, rechargeable batteries can often be replaced, and we do many of these repairs. Batteries naturally wear out over time, so replacing them can extend the life of a hearing aid and save the customer the cost of buying a new one.

What if the customer has been told the aid can't be repaired?

It's always worth sending the hearing aid to us. Manufacturers and some high street dispensers often stop repairing aids after a certain age or once they're out of warranty, but we can often repair them long after that. We've helped many customers get years of extra use from hearing aids they were told couldn't be repaired.

What can the customer do at home to prolong the life of their hearing aid?

Regular cleaning and routine maintenance can significantly extend the life of a hearing aid. We recommend cleaning the device frequently and replacing wax guards as advised by the manufacturer. Wax build-up and moisture are the two most common causes of hearing aid problems and can lead to reduced performance or malfunction if left unchecked.

While proper care can help prevent many issues, hearing aids are sophisticated electronic devices and will often require servicing or repair as components naturally wear over time. But that's where we come in, we're here to keep hearing aids performing at their best for as long as possible.

How much warranty do you get with the repair?

Customers who have a Standard Repair or Major Repair receive a 6 month repair warranty, giving them complete peace of mind. If there are any issues relating to the repair during that period, we'll be happy to help. Full details of what's covered by our warranty can be found on our website.

Can customers buy any hearing aid accessories with you?

Yes, and we recommend customers ask about accessories when they send their hearing aid in for repair. It's a great opportunity to stock up on items like wax guards, cleaning products, or batteries to keep the hearing aid performing at its best.

What advice would you give someone who isn't sure if they should send their aid in?

I'd say it's always worth sending it in. Many people assume their hearing aid can't be repaired, especially if it's older or they've been told it's beyond repair. We offer a no-obligation assessment and quote, so there's nothing to lose by having it checked. Our technicians often repair hearing aids that people thought would need replacing, which can save a significant amount of money and extend the life of the device, it can even be used as a backup or spare aid. Send it in, save some money and help the kids at Mary Hare school.