FREQUENTLY ASKED QUESTIONS

General FAQs :

Is the device difficult to use for someone not tech-savvy? - Our devices are designed for easy use, making communication straightforward for everyone.

Are these devices too expensive? - We offer high-quality devices at an affordable price, ensuring cost efficiency for every user.

Will I have to frequently replace the battery? - Our long-lasting Li-Ion batteries offer extended usage, reducing the frequency of replacements.

What if the device stops working? - Our unique support guarantees a quick solution, with the option of device replacement even for customer-damaged items.

Is it too heavy or bulky to carry around? - Our devices are the lightest and most compact on the market, ensuring portable convenience anywhere.

Does it take a long time to charge? - Quick USB charging means you're always ready to communicate with minimal downtime.

How can I trust the durability of the product? - Our devices are robust, designed for dependable, day-to-day communication without frequent issues.

Are these devices available in my country? - We're expanding globally, aiming to offer our innovative solutions worldwide with a reliable distribution network.

Can I customize the device to fit my needs? - Our devices come with customizable modes of operation, ensuring they meet the unique needs of every individual.

FAQs about delivery:

1. When will you ship my order?  Usually, we have all the devices in stock, and orders are picked up by the courier within 1-3 working days after receiving the payment. We will inform you if any shipping delays are expected.

• What is the cost of delivery? At the moment we have a flat rate shipping price of  30 EUR, no matter where you live.

For example, if you live in China - shipping will cost 30 EUR. If you live in India, it will be the same - 30 EUR. This makes our devices more affordable for people in remote areas.

• Which couriers do you use for shipping? We use only trusted couriers with whom we have been working for more than 5 years. For the countries around Bulgaria such as Romania and Greece we usually use Econt. For the rest of the world, we use DHL or TNT, at our discretion. For some remote areas, we also use regular posts with a tracking number. Due to the Covid situation, we will try to add more couriers soon. We are open to testing other couriers if you have suggestions.

• Where is the tracking number? After your order is successfully shipped, you will receive a confirmation email with a tracking number and other useful information about your order. It is therefore important to provide a valid email during the order process.

• Are delivery delays expected due to Covid? Our company has taken the necessary safety measures and we work normally. Due to reasons beyond our control, delays in delivery are possible. Each courier experiences different difficulties due to the growing global online shopping. For more updated information about delays, check the website of the courier which handles your order.

FAQs about devices:

• What is the main difference between models Digital and Comfort? The main difference between models Digital and Comfort is the keyboard and the settings menu. The Digital model has one bigger Talk button. It’s designed for people who do not prefer to change their Pitch or Volume frequently. Comfort model has two Talk buttons and you can save different Pitch and Volume settings on these buttons individually. For example, Talk button 1 may have a lower Volume for indoor talking, and Talk button 2 can have a higher Volume for outdoor use in more noisy places. The internal mechanics and sound quality of the two models are the same.

• Can I charge Harmony and Inspiration from any USB port? One of the key features of these two models is that you can charge the battery everywhere from any USB port - in your car, at home, from your laptop, or from a portable power bank while walking outside. These two devices comply with USB charging specification V1.2 and they will detect the type of USB port and will drain a safe level of current from the port. They won't damage the USB port of your laptop or your car.

• Is the built-in battery safe? It’s a safe Li-Ion battery, as is the battery in your cellphone. General precautions should be taken. Keep the device at room temperature. Do not place the device in direct sunlight or keep it in hot vehicles. Store the device away from anything that can catch fire.

We use a custom battery pack with a high-capacity battery cell manufactured by LG Chem. Additionally, we incorporated a temperature sensor in the battery pack. Also, the integrated smart charging chip in Harmony and Inspiration continuously monitors the battery temperature while charging. It will not charge the battery if the battery is too cold - below 0 ℃. It’s a general requirement for Li-Ion safety. Also, the charger will stop charging the battery if the temperature of the build-in battery exceeds 45 ℃ and the RED charging light will flash slowly for an error. When the battery cools down below 45 ℃, the charging will continue and the RED charging light will be lit constantly.

FAQs about Covid-19:

• How the coronavirus affects Labex?  Every employee in our production and sales departments strictly watches the last laws issued by our government regarding the current situation with Covid-19. At the moment our company is fully working and the orders are processed as usual.

• Do you disinfect the new devices?  Every device we ship for years has been cleaned and disinfected while packing with a professional solution containing ethanol, just before being packed.

The ethanol is safe for our devices' materials and has been found to be the most effective in Covid disinfection, too. We wear disposable nitrile gloves for your microbial safety while disinfecting and packing the devices.

• Can you be infected by Covid-19 from your order?

No. According to a study published by the U.S. Department of Health & Human Services:
“The scientists found that severe acute respiratory syndrome coronavirus 2 (SARS-CoV-2) was detectable in aerosols for up to three hours, up to four hours on copper, up to 24 hours on cardboard, and up to two to three days on plastic and stainless steel.”

Source link: https://www.nih.gov/news-events/news-releases/new-coronavirus-stable-hours-surfaces

Usually, the shipment transit time is more than 24 hours, so the cardboard packaging of your order can’t infect you with Covid-19. The plastic and stainless steel bodies of our devices have been disinfected before packing.
Up to now, there is no published information from the World Health Organization that a person can be infected with the coronavirus from cargo shipments.

Please consider joining our Labex Support Center for Laryngectomee FB group:.

https://www.facebook.com/groups/labexsupportforlaryngectomee