FAQ: we're here to listen and answer

Frequently Asked Questions

Trial

  1. How to try nessa’s subscription?Simply contact us by phone, email, SMS, Live Chat or WhatsApp. Our Audiologists and Lifestyle Advisors are here to help you get started with a trial subscription. We only ask for a $300 refundable deposit after which we will send you your hearing aid package containing hearing aids, maintenance kit and much more.
  2. Why does nessa ask me to pay a deposit of S$300?Your hearing package contains high-value equipment such as hearing aids, maintenance kit, remote tuning device – all valued at more than the $300 deposit we ask for. We simply ask that you look after this equipment as if it were yours. Please note that during the trial, all equipment remains the property of nessa. Should you decide to subscribe, this deposit will be included as part of your payment.
  3. How long is the trial for?The trial will last up to 30 calendar days from the time you receive your package including hearing aid and accessories. At any time, you can contact us by phone, email, live chat and even WhatsApp. We want you to maximise the benefits of your nessa hearing package.
  4. What happens during trial?A welcome pack will be delivered to you for the trial. Included in the welcome pack are a hearing aid, its batteries and manual, a remote fitting enabler and maintenance kit. If you convert your trial to a fully-paid nessa subscription, you get to keep the hearing aid upon the completion of your payment of the fees and charges on the 36th month.
  5. What happens if I lose or damage part of the equipment loaned to me during the trial?We sincerely hope it will not happen because we want our members to enjoy a fuss-free trial.However, should you accidentally lose or damage equipment, we will have to ask you to pay for each lost or damaged item.If you do not wish to continue the trial, below are the replacement costs we will charge to cover the lost or damaged equipment.
Item Full fees
Hearing aid S$3,200
Other accessories S$50

However, if you wish to proceed with a subscription, nessa will provide a special discount on the full price of the item(s) which need(s) to be replaced as per table below. The replacement item(s) will then be dispatched to you at no extra cost.

Item Discount on full price of subscription
Hearing aid S$500
Other accessories Nil
  • How do I cancel my trial if I am not satisfied?We sincerely hope to provide you a great hearing experience but if you feel nessa’s services are not to your liking, simply contact one of our Lifestyle Advisors to initiate a cancellation. We will coordinate a time to pick up all the trial equipment from you at no additional cost. Within 30 business days, we will credit the original credit card or initiate a GIRO bank transfer to the account owner with the full deposit amount.
  • Do I need to wait until the end of my trial to subscribe?You can subscribe at any time! Once you are satisfied and convinced with our services, please simply contact us by phone, email, Live Chat, SMS or WhatsApp and we will walk you through the very simple subscription process.

Hearing Aids

  1. How many types of hearing aids does nessa sell?
    nessa sells up to three types of hearing aids: Essential, Advanced and Premium. All products are source from a world-class manufacturer of medical devices, ReSound, renowned for their high quality hearing aids.
  2. What are the main differences of the hearing aids from nessa?
    The advanced and premium hearing aids provide more advanced features and sound quality than our essential hearing aids. The premium hearing aids are most suitable for the active person who enjoys socialising in noisy places like restaurants or outdoors. More details about their capabilities and features can be found on our product pages.
  3. How do I look after my hearing aids?
    Hearing aids are small and fragile. Handling them with care is very important for a longer lifespan. Here are few tips to help you take care of them.
  • Store your hearing aid in a safe place that is dry and cool.
  • Change hearing aid batteries often so they don’t suddenly run out of power.
  • Switch off your hearing aid when you’re not using it. If you don’t use it for a long period of time, remove the battery.
  • Battery contacts should be cleaned regularly. Use a cotton swab, taking care not to bend the contacts. Dirty battery contacts can cause improper device function.
  • Accumulated earwax may prevent sounds from traveling from the hearing aid into the middle ear. Contact your doctor regularly to have your ear canals cleaned. Never remove the earwax from the ear yourself. Doing so could damage your ear.
  • Remove earwax from your hearing aid to prevent temporary malfunction or permanent damage by cleaning your hearing aid (see below).
  • Clean your hearing aid using the small brush or the soft cloth that came with it. Never insert tools into the sound outlet. Doing so could damage the receiver. If you can’t clean the hearing aid completely, please call us and we will assist you. ask your hearing professional for help.
  • Don’t wear your hearing aid in the shower, when swimming or when using a hair dryer, hair spray or other types of spray.
  • Do you have tips for me to better increase the lifespan of my hearing aids and its batteries?
    • When starting a new pack of batteries, you should not remove the plastic tabs on the back of each battery until you are ready to use them. Hearing aid batteries are powered by zinc air, meaning they are activated by air. When the tab is removed you are essentially starting the battery.
    • Store hearing aid batteries at normal room temperature. It is also good practice to store hearing aid batteries away from coins, keys and other metal objects because this may cause the batteries to short circuit.
    • When the time comes to replace the battery in your hearing aid, you should wash your hands thoroughly. Grease and dirt on hearing aid batteries can cause damage to the hearing device.
    • Once you remove the plastic tab on the back of the battery, you should let it sit out for 1 minute. This allows the hearing aid battery to take in enough air to power up before it is placed in the hearing aid.
    • Anytime the hearing aid is not being used, it should be turned off by opening the battery door (leaving the battery inside), placed in a safe spot. This minimizes battery drain and allows moisture to escape, which will keep the battery from corroding and damaging your hearing aid. If you don’t plan to wear the hearing aid for an extended period of time, it is a good idea to remove the battery entirely.
  • Who are the manufacturers of your hearing aids?
    nessa currently sources our hearing aids from a world-class manufacturer of medical devices, ReSound, renowned for their high quality hearing aids.More information on our hearing aid manufacturers: click here.

Service related to hearing aids

  1. What are the services offered with my hearing aids?
    Many services come with your subscription. For example, you get unlimited access to nessa’s Audiologists as well as Lifestyle Advisors if you have any questions to ask regarding your hearing package. All nessa members will also receive a supply of batteries for the length of the subscription. Finally, if you subscribe to two hearing aids, you will receive extended warranty for both your hearing aids covering against loss, theft and damage. More information on our package: click here.
  2. How can the Lifestyle Advisor help me?
    Your Lifestyle Advisor can assist you with anything related to your hearing package, use of your mobile device, lifestyle privileges as well as any questions about your hearing aid, its maintenance and anything related to it.
  3. How many batteries will I get?
    nessa gives you three packs of six batteries every quarter. Should you need more, please call your Lifestyle Advisor and we do our best to accommodate you. We expect our members to follow fair usage of the provided batteries and to understand that they are for use with the hearing aids provided by nessa.
  4. How will I get my batteries?
    nessa will mail three packs of batteries to your home on a quarterly basis. Please make sure that your correct address is registered with nessa by contacting us vis phone, email, Live Chat, SMS or WhatsApp.

Packages & Subscription

  1. How can I change the number of hearing aids for my subscription?
    Please call us on (+65) 6817 3297 and we will walk you through the simple upgrade or downgrade process. Change fees and re-subscription may apply. Please refer to above question.
  2. How do I cancel my subscription?
    We sincerely hope to provide you a great hearing experience but if you feel nessa’s services are not to your liking, please contact one of our Lifestyle Advisors so we can improve our services. Should you still wish to cancel your subscription, please call us on (+65) 6817 3297 and we will walk you through the process and restrictions of a service cancellation. We will coordinate with you to pick-up your hearing aid, accessories and other equipment. There will be some fees which apply for this cancellation, which our nessa Advisor will advice.
  3. How much is the cancellation fee?
    Once the subscription starts, the cancellation fee will be the monthly fees on any outstanding months of your 36-month contract. For example, if you are paying $75 per month and wish to cancel at the beginning of the 20th month, the cancellation fee will be $1,200 (the calculation being (36-20)*$75).

Payment

  1. How much will I pay every month?
    After an upfront payment of S$300, subscription for one hearing aid will cost S$75 a month, and S$113 a month for two hearing aids. Please visit our package page for more information and transparency.
  2. How can I pay?
    You can pay through major debit and credit cards (e.g. Visa, MasterCard, AMEX) as well as through GIRO, cheque or bank transfer.
  3. Can I make a direct bank transfer?
    Yes, you can! As it takes few days for processing, please make sure to pay in advance to ensure your subscription is always current!
  4. Can I pay with my debit card?
    Yes, you can! We accept cards from most local banks (e.g. DBS, OCBC, UOB…) as well as foreign banks with a presence in Singapore (e.g. Citi, HSBC, ICBC…)
  5. Can I pay with GIRO?
    Yes, you can! Simply call us on (+65) 6817 3297 and we will send you our GIRO form. Once you would have completed and returned it to us, we will submit to our bank for processing.
  6. How do I buy add-ons?
    Simply call your friendly nessa Lifestyle Advisor by phone, email, Live Chat, SMS or WhatsApp and we will gladly assist you.
  7. Can I buy an add-on for someone else as a gift?
    Yes, you can! Speak to one of our nessa Lifestyle Advisors for more details anytime! Reach us by phone, email, Live Chat, SMS or WhatsApp.

Support during my subscription

  1. How will nessa support me, once I decide to subscribe?
    We believe that your hearing package requires several sessions with our team of Audiologists and Lifestyle Advisors to fit you perfectly. We will also make ourselves available to answer any questions you may have throughout your hearing journey! You can reach us by phone, email, Live Chat, SMS or WhatsApp 7 days a week between 9 AM and 10 PM.
  2. Can I call nessa anytime?
    nessa’s promise of service to our members ensures that we will always be by your side. Reach out to us by phone, email, Live Chat, SMS or WhatsApp whenever you require assistance. We are available 7 days a week, from 9 AM to 10 PM.
  3. Can I write an email to nessa?
    Email is also a great way to reach out to us and our team will ensure your emails will be answered within 24hours. You can write to us at [email protected]. But email is not the only way to reach us, you can also:
  • Call us on 6817 3297
  • SMS or WhatsApp us on 9069 5578
  • Live Chat on www.nessa.asia
  • Fill out a form here

Warranties

  1. What does the manufacturer’s warranty cover?
    The manufacturer’s warranty covers the hearing aid. Should any of these stop working or malfunction, please try to restart it. If you are not successful, please contact our Lifestyle Advisor and we will try our best to assist you.The manufacturer’s warranty for your hearing aid lasts 36 months from the start date of your trial. The extended warranty covers only the hearing aids (not the rest of the package) against theft, loss and damage.
  2. What happens if my hearing aid is not working anymore?
    The hearing aid may stop working for several reasons. One of the most common reason is that the battery has depleted. As a first step, please replace the battery. If the problem persists, please contact our friendly Lifestyle Advisor by phone, email, Live Chat, SMS or WhatsApp. We will do our best to assist you or dispatch a replacement, at no cost, if you are within the warranty period.
  3. Are there exclusions from the manufacturer’s warranty?
    Yes, there are a few. Here is the list:
  • Dis-assembling, misusing, dropping, waterlogging or any other artificial factor causing the damage of item will be excluded from any coverage of the warranty.
  • Motherboards and screens are not in scope of the warranty.
  • Any degradation through wear and tear, along with breakage during use.
  • What is the extended warranty and what does it cover? Are there any conditions attached to the extended warranty?
    The extended warranty only covers the hearing aids. It covers theft, loss and any damage not covered by manufacturer’s warranty leading to malfunctioning. Please visit our extended warranty page for more information and transparency. In an effort of full transparency, you should take note of the following:
  • In case of loss or theft of your hearing aid, nessa will request you to lodge an official police report and provide the police report number to us.
  • Members should make their best take care as much as possible of their equipment to reduce the likelihood of damages.
  • There are additional charges for extended warranty.
  • How much does the extended warranty cost?
    The monthly price for extended warranty is S$10 a month. If you subscribe to two hearing aids, you will receive extended warranty for free.
  • How much do I need to pay to claim for a loss through my extended warranty?
    In addition to the monthly fee for extended warranty, there will be an excess fee charged for each replacement claim as below:
  • 25% of full price of the Hearing Aid. Subscription will be automatically renewed for an additional 36 months period upon activation of extended warranty.
  • How do I claim for the warranty? Simply call nessa on (+65) 6817 3297 and we will arrange for the pickup and return of equipment.
  • Can I gift the extended warranty to someone?
    Definitely, that is an excellent idea! So long as the person you wish to gift has an existing nessa subscription. Please call us on (+65) 6817 3297 and we will assist you through this very simple process.

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