I bought a Phonax hearing aid a few years ago and have not had many major issues with it until this week it completely stopped working. I called boots hearing care and was advised by a lady at Head Office that it would probably need to be sent off which can take up to 10 days, I advised that as I have work full time, I would need a replacement as to which Head Office said that they should be able to offer me a loan aid in store to use right away. When attending the appointment the following morning before work at Newport Boots, I was advised I could not have a loan aid as the rules had now changed and they had now had to request a loan aid from Head Office. I was not informed of this via telephone with Head Office which I was annoyed about as I should have been fully informed. The Woman at the desk at Newport kept saying there was nothing they could do and that I would then have to wait until she contacts Head Office to see if there were even going to be any loan aids available. I couldn't help but burst out crying at the lack of help that was given towards somebody that cannot hear !? I was mortified that I was having to go to work and not be able to live my normal day to day life due to my hearing problem. I said to the woman 'What am I going to do i've got to go to work?', and she just responded 'Like I have said we cant do anything about this' I left the store crying and struggled all day at work, it was hugely embarrassing. I had a call the following morning at 11:00am to say the loan aid was ready to collect and to call back to arrange suitable times for me to come down and collect. I called back approximately 2pm as I was at work, to be told the woman that deals with the Hearing appointments had gone home early. I was absolutely mortified as nobody again was able to help me and the lady that took the call advised she only dealt with the Opticians area and said there was nobody else I could speak to and that I would have to call back in the morning to arrange with the woman that went home early today. This means I will have 3 days of being without a hearing aid. The stress and upsetness it has caused me is unexplainable. Boots hearing care do not seem to care in the slightest how it feels for a customer to not be able to hear and to have to try and manage their day to day life. They ought to put themselves in my shoes to feel how I feel right now. It has made me feel extremely reluctant about using Boots Hearing Care for future hearing aid purchases due to such an unhelpful experience. I just don't know how they can expect people to go without !