Instradent USA, Inc.

To Whom it May Concern,Attached is the complaint filed against Instradent, USA to which we would like to file an official response.  Instradent offers all customers a 30-day return policy.  After that 30-day period expires, we are able to offer an exchange. Our products are skillfully...

developed, highly engineered, and well tested within the highest standards in the industry. Instradent sales representatives are given thorough training in order to provide the customer with a high level of product knowledge and communicate the advised surgical and restorative protocols.  In addition, reps are advised to discuss the return and exchange policy with all customers who make an investment in our dental implant system. In this particular complaint by Dr. [redacted], the local sales representative in question, [redacted], did explain our return and exchange policy with Dr. [redacted] when he purchased the system.Prior to this complaint, two previous appointments were attempted to be made by Instradent to meet with the customer. While a customer has a right to be upset, company representatives should still be treated with respect and professional consideration. They should not have to be spoken to aggressively and called an obscenity in front of patients and office members. There were also other aggressively toned phone calls and a voicemail using foul language by the customer.  While the current CM Drive implant does not offer, by design and clinical scientific relevance, the chosen component the customer desires, we do offer a less engineered implant that provides the customer the option they prefer. We have offered the customer an option to evenly exchange all components to accommodate their needs.