My previous email was an update on the shipping status of your NuraLoop and I hope you have been enjoying your experience since receiving them. However, if, like a portion of our customers you have experienced some issues, I would like to assure you that we are aware of them and are working toward some resolutions.
Our top priorities include:
- Improving automatic on/off function — on occasion, the NuraLoop enters deep sleep mode while still in use and this can result in difficulty in turning them on again. We believe we can make improvements to this and a potential solution may be the addition of a manual on/off mode.
- Voice calls — on occasion the voice processing software does not initialise correctly which results in your voice sounding quiet or muddy to the other person on the call. We will be looking to improve this.
- TouchDials - when the earbud is not sitting well in the ear the TouchDial functionality is disabled. We are confident the majority of these issues can be corrected with a relatively simple firmware update.
- Sealing the ear — we will look at improving the current app settings for fit detection so that the personalisation process is easier for customers to complete.
Our team of engineers and developers are dedicated to fixing these issues and we aim to have a software update available in 4-6 weeks. During this time, our 30 Day Satisfaction Guarantee will be extended to 60 days to accommodate for the resolution of reported issues.
If you do run into problems, we want to reassure you that every enquiry to Customer Service is handled by a Nura team member located in Melbourne, London or L.A. All know the products in detail and give time and care to each enquiry.
Our standard response time is 24 hours but currently, we are responding within three days due to a larger number of enquiries than we anticipated. We expect to get back to a reasonable response time within a couple of weeks. Please be patient while we work through this as customer care is very important to us.
We are also on track with the ‘NuraLoop Replacement Cable Program’ and we expect deliveries on the replacement cable to begin from June 15th. We will be in touch nearer the time with your tracking number and instructions.
I’d like to thank you again for being one of our valued customers. I know this journey has been a long one for many of you; thank you for being a part of it. The Nura team is fully focused on ensuring the NuraLoop is the best it can be and you have the best experience possible.
Dr. Luke Campbell