As a dental laboratory, we are enlisted by the doctors to fabricate a custom product meeting the exact specifications they supply via a lab slip (RX) and impressions of patients’ mouths. The doctor’s orders were followed in this case but for some reason (per doctor, the shade did not match),...
the product was returned for refund. We evaluated and it was found that the shade doctor had requested was achieved (verified by multiple technicians with at least 20+ years’ experience each). Because our terms and conditions do not allow for a refund or credit on a completed custom product; only the chance to have the product remade or adjusted until we have satisfied the goals of the case, we offered to remake the case with whatever new directions doctor dictated. He refused and we attempted to explain to doctor numerous times through multiple departments that this would be the only option. He did not want to accept the policy that he had agreed to (by signing our lab slip, you agree to the terms and conditions contained on the back of the lab slip). Doctors bill went into over 60 days past due status while the case was back at the lab. We attempted to receive payment and told the client we would send the product back to him when he paid. In the end we offered him a 50% discount on the case and shipped the product back to him. It was never our intention to mislead or misrepresent our services to this client and we are very sorry for his inconveniences or his feelings about his experience with [redacted].
As a dental laboratory, we are enlisted by the doctors to fabricate a custom product meeting the exact specifications they supply via a lab slip (RX) and impressions of patients’ mouths. The doctor’s orders were followed in this case but for some reason (per doctor, the shade did not match),...
the product was returned for refund. We evaluated and it was found that the shade doctor had requested was achieved (verified by multiple technicians with at least 20+ years’ experience each). Because our terms and conditions do not allow for a refund or credit on a completed custom product; only the chance to have the product remade or adjusted until we have satisfied the goals of the case, we offered to remake the case with whatever new directions doctor dictated. He refused and we attempted to explain to doctor numerous times through multiple departments that this would be the only option. He did not want to accept the policy that he had agreed to (by signing our lab slip, you agree to the terms and conditions contained on the back of the lab slip). Doctors bill went into over 60 days past due status while the case was back at the lab. We attempted to receive payment and told the client we would send the product back to him when he paid. In the end we offered him a 50% discount on the case and shipped the product back to him. It was never our intention to mislead or misrepresent our services to this client and we are very sorry for his inconveniences or his feelings about his experience with [redacted].