I had a bad experience with their ergo loupes, I had 3 loupes throughout my career with other companies, never had a problem. The worst quality, worst service after purchase. I could not see with their loupes, I tried to reach the rep. Grec Rose, never answered the phone, I stayed more than 30 minutes to talk to someone in the office, she tried to fix them over the phone with no success. 4000$ go in the drain. I returned to my old loupes.!
I ordered new loupes w/ prescription lenses in early January so I would have them for a hands-on live-patient surgical CE course overseas in early April. When I called to order the loupes I asked if I needed to be remeasured (I already have a set of Orascoptic loupes I got over 20 years ago, but I need prescription lenses in them now) and was told that I did not need to be because all of my measurements were on file. So we proceeded and I was VERY specific about what prescription I wanted in the lenses (I'd had my optometrist print out a special "occupational" prescription so there would be no confusion). The rep insisted I send both my regular prescription and the special prescription in order to place the order, and she guaranteed that only the special prescription would be used because they know what they are doing. Yeah, well, not so much, because when I received the new loupes, not only was the prescription wrong (they had used the regular one and had selected the closest range vision setting--like that use in the reading lens of bifocals) but the telescopes were set in the wrong positions in the lenses because they hadn't accounted for the change in frames (my previous frames were no longer available, but the rep guaranteed they would properly adjust for that). So, the day I got them and determined they were wrong in two different ways (wrong prescription and wrong telescope placement), I called and had to spend an hour working with a specialist to make sure they were actually wrong (because apparently I am too stupid to know if I can't see out of them), and finally the rep conceded that the wrong prescription was used and no adjustment was made in the telescope placement for the frame differences, and that they would have to be totally remade. But before she would allow me to return the loupes she insisted that I have a rep come to my office and do a new fitting. OK, I thought, that sounds like a good idea to prevent this from happening again--how hard could it be? Well, HARD. Like almost impossible hard. Because the in-office reps are handled through a different department--the "inside sales team." SPOILER ALERT: This team is incompetent (well, so far, the entire group at Orascoptic has proven incompetent, but the inside sales team is especially so). I contacted the inside sales team via phone number provided and still had to leave a message, even though I called multiple times during their normal operating hours. Instead of returning my phone call, they responded via email and said no rep would be available in my area for over a month. Well, that sucks, I thought, but replied with my availability during the dates they told me the rep would be in my area. So, what did they do? Scheduled me for a visit NOT in those times I had said I was available. Yeah, incompetent. I responded that that would not work because it did not fall in the times I was available, and suggested a time that was in my availability window. The scheduler replied that that time would work, and even sent this confirmation email: "Hi Dr..., Your Orascoptic custom fitting consultation is now confirmed! Appointment Date: 2/21/2023 Appointment Time: 1:30pm PST Appointment Location: D..." So I blocked out that specific time, and released all the others that I had temporarily blocked out so my team could schedule patients. Today I received an email from the scheduler asking if I could move my appointment to another day and time, which I couldn't because I now had an appointment scheduled then, so of course I said no, I needed to stick with the time already confirmed. I then got a email saying that the confirmed time was no longer available, and I was like, WAIT, WHAT? YOU CONFIRMED IT. Well, they said they screwed up and the rep was going to be out of town that day and not available, and I was given different dates when the rep would be available. So I responded with the times I was available on those dates. They replied the rep wasn't available any of my times, and then offered different times that of course didn't work for me because, surprise, I hadn't had a chance to block times out so they were already scheduled. Now they are telling me I will have to wait until the end of March for the rep to be back in my area--no apology, no trying to work with my despite it being their screw-up, no consideration for them having failed to meet expectations they had promsied. Meaning I will NOT have the new loupes for my surgical course as I had planned and promised by them would be no problem when I initially ordered the loupes. And they are totally unapologetic for the situation, acting as if it is my fault that I didn't initially schedule with the local rep even though it was THEIR REP who told me I didn't need to because they had all of my measurements on file. SUMMARY: The whole customer service dept at Orascoptic, from ordering on through, are incompetent at doing their jobs and belligerent when problems arise. I would recommend you find another company--ANY other company--to get loupes from, because it is probably impossible to be less helpful and more incompetent than Orascoptic.
Two years ago I purchased a pair of loupes from Orascoptic, XV1 Loupe EyeZoom and light. Unfortunately the imagine was slight double when using magnification x4 and even more on x5. In 2 years I used the loupes for 3-4 days on magnification x3. The loupes were sent many times (possibly 6-7 times) to Germany for adjustments but unsuccessful. In April this year new measurements were taken in Ireland (where I have bought the loupes) and the loupes were sent to the US for adjustments. After 3 and a half months, I received the loupes back. Same issue! I contacted the UK rep 3 weeks ago but I have not receive any response from him. Few days ago I left a review on FB which did not have any impact on Orascoptic firm.
I am very disappointed with the XV1 EyeZoom loupes because the frame is from a soft cheap plastic which change shape when in function. The 3 magnifications are not feasible yet on Orascoptic loupes because they cannot tuned all three magnifications to give a good imagine. Moreover, I do not recommend Orascoptic loupes because if you have an issue with them, Orascoptic will not be able to fix the problem until they are out of warranty. Then you have to pay, but again, the issue will not be fixed. In conclusion, Orascoptic company is cheating the customers by trying to sell products of poor quality made from cheap materials. Orascoptic cannot offer a good decent assistance if needed from customers. As an advice, if you buy Orascoptic loupes try them immediately you receive them. If anything wrong, return them immediately for a refund otherwise you will lose all the money!
I was skeptical to invest in new pair of Loupes as my older ones were wearing out. Ray Bennett came to my rescue. He came and explained to me throughly about the true color technology. As a hygienist I was so used that magnification with bright light and this new true color light technology gave me color contrast of different hues in the tissue and teeth. Too bad I couldn’t click a picture with them otherwise I would replace the intraoral camera completely and so easy on eyes. Thank you Ray for your time and patience because you came in at a short notice and almost spent 2 hrs with me. And I am definitely in love with my new Loupes!
Surprisingly after less than one and one half year the lens came out of the frame of the Orascoptic loupes. I texted the rep but didn’t get reply so I called their 800 number, the customer service rep told me to mail it out via ups and they would repair in 10 business days.The rep texted back the following day and said he would follow up with customer service. I called the following week to check the status of my repair and was told it would take 3-4 weeks, couldn’t tell me anything else. I asked to speak to a manager. Spoke with the manager on 12/15/21. She assured me that she would look into it and call me back the same day. The following day I left a voicemail since I didn’t hear anything back. Today is 12/17/21 called and spoke with customer service rep, on file there’s no information regarding the loupes and when I asked to speak to the manager, she was not in office. I asked to transfer to take the survey and the line was disconnected. I purchased Orascoptic loupes because of its exceptional product and outstanding service; I haven’t experienced neither.
I have been using Orascoptic loupes for 4 years now. I never had any issue since the beginning. Recently, I contacted the customer support to ask if they can remove the prescription from my existing loupes. The support person said, they can fix by charging a repair fee. I made the payment and sent my loupes for repair. I got them back after 3-4 weeks and the carrier lens was fixed but the vision through the binoculars was blurry. I contacted support team again. They could not figure it out and asked me to send them again. For the second time repair was done, nothing was fixed and I received them 3-4 weeks later.
I called the technical support team and spoke to the manager. They wanted me to send the loupes for the 3rd time, and not sure it will be fixed. If not they do not provide any kind of refund , but I can get $350 off if I order new loupes.
This is the most terrible service I have received from Orascoptic. I sent my perfectly functioning loupes for repair just to get the prescription removed and I paid for repair, now I have one non-functioning loupes with me which I can not even use.
Good day and thank you for bringing this customer concern to our attentionThis customer also sent an email to our company on Saturday June 20thUnfortunately this is the first record we have of him reaching out to us in regards to any concernOur sales representative has been at the Tufts University where we have an exclusive contract on a regular basis (monthly) to address any issues with this customers purchase as well as the over other satisfied customers who purchased loupes in During these regular visits there had been verbal conversations with this customer and he has not expressed any issues with his loupes not working properly for himWe will continue to perform these regular visits and are able to make an unscheduled visit to meet with any customers at any time We have attempted to contact this customer via email on a daily basis over the course of this week to both his gmail and tufts email addresses (see attached email titled “dissatisfaction”) unfortunately all of our emails have gone unansweredWe did receive a read receipt from our most recent email (see attached email titled “Read FW Dissatisfaction”) so I am confident he has received our responses In regards to his claim that “most people are complaining about the same product” as mentioned above we have an exclusive contract with Tufts which is one of the most prestigious dental schools in the worldThis contract was not awarded lightly and was not awarded based on a lowest bid This contract was awarded based on our superior product and service which is provided to all our customersWe as an organization continue to win prestigious awards for product innovation and lead the market place in cutting edge products to assist the clinicians in achieving superior visualization and the best ergonomics Unfortunately we will need to correspond with the customer in order to provide a resolution to himI would ask that he contact his local representative [redacted] ), our Eastern Regional Sales Manager [redacted] ), our Global Sales Director [redacted] , or myself (see contact information below) for assistance to resolve the issue at handIf the customer responds to the Revdex.com I would ask that you advise him to reach out to any of the above mentioned individuals for assistancePlease advise me on additional steps the Revdex.com needs to close this complaint [redacted] [redacted] Customer Care Manager Deming Way Ste | Middleton | WI DIRECT | EMAIL [email protected]
Good day and again thank you for allowing us time to resolve this situationWe returned Dr [redacted] loupes to him on Monday Jan 8th with the loupes adjusted based on his complaintWe did reach out to the doctors office today on Thursday Jan 11th to see how the loupes are working for himThe doctor was not available to speak to us so if he would prefer to communicate through these channels that is certainly acceptableIf the loupes are still not functioning properly and another adjustment is needed then we would be happy to have another conversation to determine what adjustments are neededPlease advise at your earliest convenience if the loupes are now working based on the last adjustment
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I have not been in the office all week, except for Wednesday for a few patientsI received a message at the office (my associate was working - I was in the operating room), a message on my personal cell phone, and an emailI can confirm the product was received, but I am unable to provide feedback at this time I have not seen many patients this week to as improvementI should have a much better idea by the end of next week My office will touch base Regards, [redacted]
1- I have send separate emails for the customer service of Orascoptic on 06/14/and 06/20/2015, Orascoptic claimed I connected them only once, I have attached a screen shot of the emails I have sent (Attached) I am not able to see the attachment of the 6/communication, if we missed this then we do apologizeWe receive and respond to hundreds of emails daily and occasionally some may be missedWe are more than happy to work towards a resolution however the customer must contact us [redacted] Bouchard has attempted to contact on numerous occasions, if he is uncomfortable working with [redacted] he is more than welcomed to work with our Global Sales Director [redacted] or the Customer Care Manager David Desroches 2- I have expressed to Representative verbally and Tufts University, and through emails I have sentAt this point all I understand is he states the loupes do not work for him, we must speak with him in order to understand why this custom product is not working as expectedWe do have a rework policy and a day free trial policy to address any non-functioning loupes3- Orascoptic started to contact me via multiple emails, only after filing this complaint to Revdex.com.We received the attached email on 6/which was then read by the customer care team on Monday 6/once the office openedAt which time the email was forwarded to [redacted] for a resolution and he responded on 6/We then received the Revdex.com complaint and continued to try and contact the customer on a daily basis as he appears to be very unhappy with the current situation
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] While I would like to think after doing business with this company after years now, that things would be a breezeThey aren't and I'm sadly disappointed in this companyAfter two months non withdrawals on my account which should've been for $I was told that the account was paid in fullMeaning the debt had been satisfiedAfter sending orascoptic medical loupes back different times, to have dust/lint/particle the size of a pin head that looks like the size of pencil lead while looking through the lenses, I stuck with this company because I believed in them, but I've lost all respect for this company and their product Regards, [redacted] ***
1- I have send 2 separate emails for the customer service of Orascoptic on 06/14/and 06/20/2015, Orascoptic claimed I connected them only once, I have attached a screen shot of the emails I have sent (Attached) I am not able to see the attachment of the 6/communication, if we missed this then we do apologizeWe receive and respond to hundreds of emails daily and occasionally some may be missedWe are more than happy to work towards a resolution however the customer must contact us*** Bouchard has attempted to contact on numerous occasions, if he is uncomfortable working with *** he is more than welcomed to work with our Global Sales Director *** *** or the Customer Care Manager David Desroches.
2- I have expressed to Representative verbally and Tufts University, and through emails I have sent. At this point all I understand is he states the loupes do not work for him, we must speak with him in order to understand why this custom product is not working as expectedWe do have a rework policy and a day free trial policy to address any non-functioning loupes
3- Orascoptic started to contact me via multiple emails, only after filing this complaint to Revdex.com.We received the attached email on 6/which was then read by the customer care team on Monday 6/once the office openedAt which time the email was forwarded to *** for a resolution and he responded on 6/We then received the Revdex.com complaint and continued to try and contact the customer on a daily basis as he appears to be very unhappy with the current situation
Orascoptic is disappointed that we did not meet the needs and expectations of our customerWe have spoken by phone and resolved the situationLoupes have been repaired, returned, and all associated fees have been resolved in an amicable fashion
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
1- I have send 2 separate emails for the customer service of Orascoptic on 06/14/and 06/20/2015, Orascoptic claimed I connected them only once, I have attached a screen shot of the emails I have sent 2- I have expressed to Representative verbally and Tufts University, and through emails I have sent.3- Orascoptic started to contact me via multiple emails, only after filing this complaint to Revdex.com.Sincerely, *** ***
Good day, I am sorry to hear of all the challenges we have had in delivering this product and delivering it correctlyThe issues as you have outlined them in your complaint is very concerning to our organization and will certainly be addressed so they do not occur again in the futureOn behalf of
Orascoptic please accept our apologies It is not unusual that there can take some time to become accustomed to magnification and adapt to new loupesWe would always expect our sales rep to work with you through this process to ensure you have a working pair of loupes that you can use and are happy withThe last thing we as a company would ever want is for you to have a pair of loupes that are not providing you the magnification and ergonomic advantages of our productsOur commitment to providing products that work for our customers is delivered through our worry free 6-week trial periodDuring the first 6-weeks after purchase we will make any adjustments requested/required, change any components, or take back as a return with no questions askedWe are disappointed that it took us so long to have your repairs completed and the delays that you experiencedUnfortunately, when we sent the loupes back UPS was not able to deliver the loupes as the address we had was not correct (see UPS tracking information below)We do apologize that the address was not correct, we have confirmed correct address with your office, and had the loupes resentWe do see these loupes were delivered on 10/to the revised addressWe want nothing more than to ensure you have a product you are happy with and would like to know if the product is now working properly for you, please advise if you are still having any issuesWe are happy to offer you any of the below solutions to resolve this situation: Keep the product, if you are still having any issues we will work to resolveIf the loupes are working well, we are happy to offer a 20% credit of the loupe purchase price for the hardship this has causedReturn the product for a full refundWe would be open to upgrading your magnification however if you are having trouble seeing at a lower magnification then often increasing the magnification will make the problem worse Thank you again for bringing your concerns to us so that we can address them and again we do apologize for the hardship this has caused
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I will work it out with Mr *** *** the Global Sales Director of Orascoptic, I have sent him an email, still waiting for his responseRegards,
*** ***
Good day and thank you for bringing this customer concern to
our attentionThis customer also sent an email to our company on Saturday June
size="2">thUnfortunately this is the first record we have of him reaching
out to us in regards to any concernOur sales representative has been at the
Tufts University where we have an exclusive contract on a regular basis
(monthly) to address any issues with this customers purchase as well as the
over other satisfied customers who purchased loupes in During these
regular visits there had been verbal conversations with this customer and he
has not expressed any issues with his loupes not working properly for himWe will
continue to perform these regular visits and are able to make an unscheduled
visit to meet with any customers at any time
We have attempted to contact this customer via email on a
daily basis over the course of this week to both his gmail and tufts email
addresses (see attached email titled “dissatisfaction”) unfortunately all of
our emails have gone unansweredWe did receive a read receipt from our most
recent email (see attached email titled “Read FW Dissatisfaction”) so I am
confident he has received our responses
In regards to his claim that “most people are complaining
about the same product” as mentioned above we have an exclusive contract with
Tufts which is one of the most prestigious dental schools in the worldThis
contract was not awarded lightly and was not awarded based on a lowest bid
This contract was awarded based on our superior product and service which is
provided to all our customersWe as an organization continue to win
prestigious awards for product innovation and lead the market place in cutting
edge products to assist the clinicians in achieving superior visualization and
the best ergonomics
Unfortunately we will need to correspond with the customer
in order to provide a resolution to himI would ask that he contact his local
representative *** *** ***),
our Eastern Regional Sales Manager *** *** ***),
our Global Sales Director *** *** ***, or
myself (see contact information below) for assistance to resolve the issue at
handIf the customer responds to the Revdex.com I would ask that you advise him to
reach out to any of the above mentioned individuals for assistancePlease
advise me on additional steps the Revdex.com needs to close this complaint
*** *** * Customer Care Manager
Deming Way Ste | Middleton
| WI
DIRECT |
EMAIL [email protected]
We are disappointed that we did not meet My [redacted]
needs or expectation in regards to timely return communication in reference to
his order. Unfortunately due to the large territories...
that our sales force
covers an immediate response to all inquiries is not always possible. During
the time Mr. [redacted] attempted to reach his local representative our
representative was travelling out of state in a remote area of Louisiana.
During this time of travel he was unable to return the message. We have made
contact with Mr. [redacted] and have finished the order processing. Mr. [redacted] has expressed
to us that he is satisfied with the resolution as well as appreciated the
outreach from the management team. We look forward to fulfilling Mr. [redacted]
purchase and exceeding his expectations in the future.
After purchasing (and paying in full) for a set of loupes Orascoptic placed me in collections. Apparently there was some type of oversight with my account. My attempts to get this addressed hinged on Orascoptic explaining the oversight to the collections agency. I have been attempting to get them to successfully send a fax, e-mail, or place a phone call for two weeks and counting after daily calls during business hours. As of right now Orascoptic has been paid by myself and paid by the collections agency. Nobody seems to care.
Pay attention to all the complaints about customer service in the appropriate medical and dental boards. I didn't, and I should have.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
1- I have send 2 separate emails for the customer service of Orascoptic on 06/14/2015 and 06/20/2015, Orascoptic claimed I connected them only once, I have attached a screen shot of the 2 emails I have sent
2- I have expressed to Representative verbally and Tufts University, and through 2 emails I have sent.
3- Orascoptic started to contact me via multiple emails, only after filing this complaint to Revdex.com.
Sincerely,
[redacted]
I am very disappointed with the XV1 EyeZoom loupes because the frame is from a soft cheap plastic which change shape when in function. The 3 magnifications are not feasible yet on Orascoptic loupes because they cannot tuned all three magnifications to give a good imagine. Moreover, I do not recommend Orascoptic loupes because if you have an issue with them, Orascoptic will not be able to fix the problem until they are out of warranty. Then you have to pay, but again, the issue will not be fixed. In conclusion, Orascoptic company is cheating the customers by trying to sell products of poor quality made from cheap materials. Orascoptic cannot offer a good decent assistance if needed from customers. As an advice, if you buy Orascoptic loupes try them immediately you receive them. If anything wrong, return them immediately for a refund otherwise you will lose all the money!
I called the technical support team and spoke to the manager. They wanted me to send the loupes for the 3rd time, and not sure it will be fixed. If not they do not provide any kind of refund , but I can get $350 off if I order new loupes.
This is the most terrible service I have received from Orascoptic. I sent my perfectly functioning loupes for repair just to get the prescription removed and I paid for repair, now I have one non-functioning loupes with me which I can not even use.
Good day and thank you for bringing this customer concern to our attentionThis customer also sent an email to our company on Saturday June 20thUnfortunately this is the first record we have of him reaching out to us in regards to any concernOur sales representative has been at the Tufts University where we have an exclusive contract on a regular basis (monthly) to address any issues with this customers purchase as well as the over other satisfied customers who purchased loupes in During these regular visits there had been verbal conversations with this customer and he has not expressed any issues with his loupes not working properly for himWe will continue to perform these regular visits and are able to make an unscheduled visit to meet with any customers at any time We have attempted to contact this customer via email on a daily basis over the course of this week to both his gmail and tufts email addresses (see attached email titled “dissatisfaction”) unfortunately all of our emails have gone unansweredWe did receive a read receipt from our most recent email (see attached email titled “Read FW Dissatisfaction”) so I am confident he has received our responses In regards to his claim that “most people are complaining about the same product” as mentioned above we have an exclusive contract with Tufts which is one of the most prestigious dental schools in the worldThis contract was not awarded lightly and was not awarded based on a lowest bid This contract was awarded based on our superior product and service which is provided to all our customersWe as an organization continue to win prestigious awards for product innovation and lead the market place in cutting edge products to assist the clinicians in achieving superior visualization and the best ergonomics Unfortunately we will need to correspond with the customer in order to provide a resolution to himI would ask that he contact his local representative [redacted] ), our Eastern Regional Sales Manager [redacted] ), our Global Sales Director [redacted] , or myself (see contact information below) for assistance to resolve the issue at handIf the customer responds to the Revdex.com I would ask that you advise him to reach out to any of the above mentioned individuals for assistancePlease advise me on additional steps the Revdex.com needs to close this complaint [redacted] [redacted] Customer Care Manager Deming Way Ste | Middleton | WI DIRECT | EMAIL [email protected]
Good day and again thank you for allowing us time to resolve this situationWe returned Dr [redacted] loupes to him on Monday Jan 8th with the loupes adjusted based on his complaintWe did reach out to the doctors office today on Thursday Jan 11th to see how the loupes are working for himThe doctor was not available to speak to us so if he would prefer to communicate through these channels that is certainly acceptableIf the loupes are still not functioning properly and another adjustment is needed then we would be happy to have another conversation to determine what adjustments are neededPlease advise at your earliest convenience if the loupes are now working based on the last adjustment
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I have not been in the office all week, except for Wednesday for a few patientsI received a message at the office (my associate was working - I was in the operating room), a message on my personal cell phone, and an emailI can confirm the product was received, but I am unable to provide feedback at this time I have not seen many patients this week to a
s improvementI should have a much better idea by the end of next week My office will touch base Regards, [redacted]
1- I have send separate emails for the customer service of Orascoptic on 06/14/and 06/20/2015, Orascoptic claimed I connected them only once, I have attached a screen shot of the emails I have sent (Attached) I am not able to see the attachment of the 6/communication, if we missed this then we do apologizeWe receive and respond to hundreds of emails daily and occasionally some may be missedWe are more than happy to work towards a resolution however the customer must contact us [redacted] Bouchard has attempted to contact on numerous occasions, if he is uncomfortable working with [redacted] he is more than welcomed to work with our Global Sales Director [redacted] or the Customer Care Manager David Desroches 2- I have expressed to Representative verbally and Tufts University, and through emails I have sentAt this point all I understand is he states the loupes do not work for him, we must speak with him in order to understand why this custom product is not working as expectedWe do have a rework policy and a day free trial policy to address any non-functioning loupes3- Orascoptic started to contact me via multiple emails, only after filing this complaint to Revdex.com.We received the attached email on 6/which was then read by the customer care team on Monday 6/once the office openedAt which time the email was forwarded to [redacted] for a resolution and he responded on 6/We then received the Revdex.com complaint and continued to try and contact the customer on a daily basis as he appears to be very unhappy with the current situation
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] While I would like to think after doing business with this company after years now, that things would be a breezeThey aren't and I'm sadly disappointed in this companyAfter two months non withdrawals on my account which should've been for $I was told that the account was paid in fullMeaning the debt had been satisfiedAfter sending orascoptic medical loupes back different times, to have dust/lint/particle the size of a pin head that looks like the size of pencil lead while looking through the lenses, I stuck with this company because I believed in them, but I've lost all respect for this company and their product Regards, [redacted] ***
1- I have send 2 separate emails for the customer service of Orascoptic on 06/14/and 06/20/2015, Orascoptic claimed I connected them only once, I have attached a screen shot of the emails I have sent (Attached) I am not able to see the attachment of the 6/communication, if we missed this then we do apologizeWe receive and respond to hundreds of emails daily and occasionally some may be missedWe are more than happy to work towards a resolution however the customer must contact us*** Bouchard has attempted to contact on numerous occasions, if he is uncomfortable working with *** he is more than welcomed to work with our Global Sales Director *** *** or the Customer Care Manager David Desroches.
2- I have expressed to Representative verbally and Tufts University, and through emails I have sent. At this point all I understand is he states the loupes do not work for him, we must speak with him in order to understand why this custom product is not working as expectedWe do have a rework policy and a day free trial policy to address any non-functioning loupes
3- Orascoptic started to contact me via multiple emails, only after filing this complaint to Revdex.com.We received the attached email on 6/which was then read by the customer care team on Monday 6/once the office openedAt which time the email was forwarded to *** for a resolution and he responded on 6/We then received the Revdex.com complaint and continued to try and contact the customer on a daily basis as he appears to be very unhappy with the current situation
Orascoptic is disappointed that we did not meet the needs and expectations of our customerWe have spoken by phone and resolved the situationLoupes have been repaired, returned, and all associated fees have been resolved in an amicable fashion
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
1- I have send 2 separate emails for the customer service of Orascoptic on 06/14/and 06/20/2015, Orascoptic claimed I connected them only once, I have attached a screen shot of the emails I have sent 2- I have expressed to Representative verbally and Tufts University, and through emails I have sent.3- Orascoptic started to contact me via multiple emails, only after filing this complaint to Revdex.com.Sincerely, *** ***
Good day, I am sorry to hear of all the challenges we have had in delivering this product and delivering it correctlyThe issues as you have outlined them in your complaint is very concerning to our organization and will certainly be addressed so they do not occur again in the futureOn behalf of
Orascoptic please accept our apologies It is not unusual that there can take some time to become accustomed to magnification and adapt to new loupesWe would always expect our sales rep to work with you through this process to ensure you have a working pair of loupes that you can use and are happy withThe last thing we as a company would ever want is for you to have a pair of loupes that are not providing you the magnification and ergonomic advantages of our productsOur commitment to providing products that work for our customers is delivered through our worry free 6-week trial periodDuring the first 6-weeks after purchase we will make any adjustments requested/required, change any components, or take back as a return with no questions askedWe are disappointed that it took us so long to have your repairs completed and the delays that you experiencedUnfortunately, when we sent the loupes back UPS was not able to deliver the loupes as the address we had was not correct (see UPS tracking information below)We do apologize that the address was not correct, we have confirmed correct address with your office, and had the loupes resentWe do see these loupes were delivered on 10/to the revised addressWe want nothing more than to ensure you have a product you are happy with and would like to know if the product is now working properly for you, please advise if you are still having any issuesWe are happy to offer you any of the below solutions to resolve this situation: Keep the product, if you are still having any issues we will work to resolveIf the loupes are working well, we are happy to offer a 20% credit of the loupe purchase price for the hardship this has causedReturn the product for a full refundWe would be open to upgrading your magnification however if you are having trouble seeing at a lower magnification then often increasing the magnification will make the problem worse Thank you again for bringing your concerns to us so that we can address them and again we do apologize for the hardship this has caused
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I will work it out with Mr *** *** the Global Sales Director of Orascoptic, I have sent him an email, still waiting for his responseRegards,
*** ***
Good day and thank you for bringing this customer concern to
our attentionThis customer also sent an email to our company on Saturday June
size="2">thUnfortunately this is the first record we have of him reaching
out to us in regards to any concernOur sales representative has been at the
Tufts University where we have an exclusive contract on a regular basis
(monthly) to address any issues with this customers purchase as well as the
over other satisfied customers who purchased loupes in During these
regular visits there had been verbal conversations with this customer and he
has not expressed any issues with his loupes not working properly for himWe will
continue to perform these regular visits and are able to make an unscheduled
visit to meet with any customers at any time
We have attempted to contact this customer via email on a
daily basis over the course of this week to both his gmail and tufts email
addresses (see attached email titled “dissatisfaction”) unfortunately all of
our emails have gone unansweredWe did receive a read receipt from our most
recent email (see attached email titled “Read FW Dissatisfaction”) so I am
confident he has received our responses
In regards to his claim that “most people are complaining
about the same product” as mentioned above we have an exclusive contract with
Tufts which is one of the most prestigious dental schools in the worldThis
contract was not awarded lightly and was not awarded based on a lowest bid
This contract was awarded based on our superior product and service which is
provided to all our customersWe as an organization continue to win
prestigious awards for product innovation and lead the market place in cutting
edge products to assist the clinicians in achieving superior visualization and
the best ergonomics
Unfortunately we will need to correspond with the customer
in order to provide a resolution to himI would ask that he contact his local
representative *** *** ***),
our Eastern Regional Sales Manager *** *** ***),
our Global Sales Director *** *** ***, or
myself (see contact information below) for assistance to resolve the issue at
handIf the customer responds to the Revdex.com I would ask that you advise him to
reach out to any of the above mentioned individuals for assistancePlease
advise me on additional steps the Revdex.com needs to close this complaint
*** *** * Customer Care Manager
Deming Way Ste | Middleton
| WI
DIRECT |
EMAIL [email protected]
We are disappointed that we did not meet My [redacted]
needs or expectation in regards to timely return communication in reference to
his order. Unfortunately due to the large territories...
that our sales force
covers an immediate response to all inquiries is not always possible. During
the time Mr. [redacted] attempted to reach his local representative our
representative was travelling out of state in a remote area of Louisiana.
During this time of travel he was unable to return the message. We have made
contact with Mr. [redacted] and have finished the order processing. Mr. [redacted] has expressed
to us that he is satisfied with the resolution as well as appreciated the
outreach from the management team. We look forward to fulfilling Mr. [redacted]
purchase and exceeding his expectations in the future.
[redacted]
Customer Care Manager, Orascoptic
After purchasing (and paying in full) for a set of loupes Orascoptic placed me in collections. Apparently there was some type of oversight with my account. My attempts to get this addressed hinged on Orascoptic explaining the oversight to the collections agency. I have been attempting to get them to successfully send a fax, e-mail, or place a phone call for two weeks and counting after daily calls during business hours. As of right now Orascoptic has been paid by myself and paid by the collections agency. Nobody seems to care.
Pay attention to all the complaints about customer service in the appropriate medical and dental boards. I didn't, and I should have.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
1- I have send 2 separate emails for the customer service of Orascoptic on 06/14/2015 and 06/20/2015, Orascoptic claimed I connected them only once, I have attached a screen shot of the 2 emails I have sent
2- I have expressed to Representative verbally and Tufts University, and through 2 emails I have sent.
3- Orascoptic started to contact me via multiple emails, only after filing this complaint to Revdex.com.
Sincerely,
[redacted]