In response to Mr. [redacted]’ complaint, Mr. [redacted] purchased an Endeavour XL light system from Orascoptic in March of 2017. Orascoptic agreed to sell this product to Mr. [redacted] at a reduced price of $895 instead of our normal retail price of $1,150. Mr. [redacted] was placed on a 6 month interest free...
payment plan at the time of purchase. Mr. [redacted] still owes in essence his final two payments totaling $288.20 which Mr. [redacted] has acknowledged in a phone conversation with our Business Unit Director on May 30th. While Mr. [redacted]’ account has been current (meaning not past due), it has never been paid in full. If there was a misunderstanding of the account being current, rather than paid in full, we apologize, but as Mr. [redacted] has agreed, these funds are still due. Mr. [redacted] was provided an invoice at the time of purchase showing his payment structure which he agreed to follow. It is our position that Mr. [redacted] must pay for the product he has purchased and agreed to fulfill the interest free payment plan as stated. It is our position that any further discounts beyond the $255 that was already discounted at the time of purchase is not warranted. We do request that Mr. [redacted] fulfill his agreed upon obligation and complete the payment plan as agreed upon at the time of sale. We do wish to resolve Mr. [redacted] complaint amicably, as such we are happy to extend out the payment plan another 30 days if this will help Mr. [redacted] fulfill his payment agreement.
Good day and again thank you for allowing us time to resolve this situation. We returned Dr [redacted] loupes to him on Monday Jan 8th with the loupes adjusted based on his complaint. We did reach out to the doctors office today on Thursday Jan 11th to see how the loupes are working for him. The doctor was not available to speak to us so if he would prefer to communicate through these channels that is certainly acceptable. If 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 needed. Please advise at your earliest convenience if the loupes are now working based on the last adjustment.
Good day and thank you for bringing this customer concern to
our attention. This customer also sent an email to our company on Saturday June
20th. Unfortunately this is the first record we have of him reaching
out to us in regards to any concern. Our 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 200 other satisfied customers who purchased loupes in 2014. 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 him. We 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 unanswered. We 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 world. This
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 customers. We 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 him. I 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
hand. If 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 assistance. Please
advise me on additional steps the Revdex.com needs to close this complaint.
[redacted] * Customer Care Manager
3225 Deming Way Ste 190 | Middleton
| WI 53562
DIRECT 608.828.5250 |
EMAIL [email protected]
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 (Attached) I am not able to see the attachment of the 6/14 communication, if we missed this then we do apologize. We receive and respond to hundreds of emails daily and occasionally some may be missed. We 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 2 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 expected. We do have a rework policy and a 45 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 6/20 which was then read by the customer care team on Monday 6/22 once the office opened. At which time the email was forwarded to [redacted] for a resolution and he responded on 6/22. 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.
Good day, we are disappointed to hear that you are experiencing issues with your XV1 unit especially so soon after the purchase. Our expectations of our products are they will work properly out of the box and will continue to function properly for years after the purchase. We would like to extend...
our apologies that you are experiencing these issues. We will always stand behind our products which is why we offer both a lengthy warranty as well as a 45 day worry free trial period for all loupe and light purchases. For the issue you are currently experiencing we will certainly resolve without any expense to our customer and will do so in an expedited fashion. We can offer any of the below four options to the doctor to resolve the current issues he is experiencing. Once again we do apologize for this issue and look forward to providing an amicable resolution. 1. Send in the unit for a warranty repair - We will determine where the failure occurred and resolve the issue 2. Replace the Frame - Send the unit in and we will replace the frame with a different refurbished frame 3. Upgrade to a brand-new unit – Since the customer purchased a refurbished unit we will be happy to replace the existing unit with a new unit however the customer will be responsible for the cost difference for what he originally purchased and the new product 4. Return for a full refund - If none of these are acceptable then we will of course honor our return policy and allow him to return the unit for a full refund of his purchase Tell us why here...
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.
The company sold me a defective product that malfunctioned within a week of delivery. They would now like me to return the defective product to be repaired then returned to me, or replace my product with another product with similar quality (a refurbished frame). Or they would like me to pay the difference, or "upgrade," to a newer product, which is less likely to malfunction. They failed to inform me that a refurbished product is a "lower quality" product, that is MORE likely to malfunction. Otherwise, why is there a difference in the price between a new product and a refurbished product, and why would they want me to spend more money to "upgrade" to a higher quality product.Simply stated, had I been informed of this, I would not have made the decision to purchase this product. I was sold by [redacted], our rep, that the quality is equivalent, and the warranty is identical. This is a lie.In an effort to try to keep this as easy as possible for everyone, I need some written guarantees going forward. I have a few solutions to offer, since I am not on board with your plan.1) We split the cost of the difference of the new product- $250 on your end, $250 on my end and I get a new set. 2) If you were to send me a new "refurbished" set, and something were to go wrong in 1 year, you would replace the item with a brand new one, with no other costs, no questions asked. Need this in writing.3) If any of my associate doctors' refurbished loupes malfunction in the next year, you would replace each of theirs with a brand new set.Are any of the above items agreeable to you? If not, please process a return label for all 3 sets of loupes.Thank you for your time[redacted]
Regards,
[redacted]
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 patients. I 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 email. I 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 improvement. I should have a much better idea by the end of next week. My office will touch base
Regards,
[redacted]
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 7 years now, that things would be a breeze. They aren't and I'm sadly disappointed in this company. After two months non withdrawals on my account which should've been for $149.00 I was told that the account was paid in full. Meaning the debt had been satisfied. After sending orascoptic medical loupes back 5 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]
[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 have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[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 [redacted] the Global Sales Director of Orascoptic, I have sent him an email, still waiting for his response.
Regards,
In response to Mr. [redacted]’ complaint, Mr. [redacted] purchased an Endeavour XL light system from Orascoptic in March of 2017. Orascoptic agreed to sell this product to Mr. [redacted] at a reduced price of $895 instead of our normal retail price of $1,150. Mr. [redacted] was placed on a 6 month interest free...
payment plan at the time of purchase. Mr. [redacted] still owes in essence his final two payments totaling $288.20 which Mr. [redacted] has acknowledged in a phone conversation with our Business Unit Director on May 30th. While Mr. [redacted]’ account has been current (meaning not past due), it has never been paid in full. If there was a misunderstanding of the account being current, rather than paid in full, we apologize, but as Mr. [redacted] has agreed, these funds are still due. Mr. [redacted] was provided an invoice at the time of purchase showing his payment structure which he agreed to follow. It is our position that Mr. [redacted] must pay for the product he has purchased and agreed to fulfill the interest free payment plan as stated. It is our position that any further discounts beyond the $255 that was already discounted at the time of purchase is not warranted. We do request that Mr. [redacted] fulfill his agreed upon obligation and complete the payment plan as agreed upon at the time of sale. We do wish to resolve Mr. [redacted] complaint amicably, as such we are happy to extend out the payment plan another 30 days if this will help Mr. [redacted] fulfill his payment agreement.
Good day and again thank you for allowing us time to resolve this situation. We returned Dr [redacted] loupes to him on Monday Jan 8th with the loupes adjusted based on his complaint. We did reach out to the doctors office today on Thursday Jan 11th to see how the loupes are working for him. The doctor was not available to speak to us so if he would prefer to communicate through these channels that is certainly acceptable. If 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 needed. Please advise at your earliest convenience if the loupes are now working based on the last adjustment.
Good day and thank you for bringing this customer concern to
our attention. This customer also sent an email to our company on Saturday June
20th. Unfortunately this is the first record we have of him reaching
out to us in regards to any concern. Our 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 200 other satisfied customers who purchased loupes in 2014. 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 him. We 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 unanswered. We 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 world. This
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 customers. We 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 him. I 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
hand. If 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 assistance. Please
advise me on additional steps the Revdex.com needs to close this complaint.
[redacted] * Customer Care Manager
3225 Deming Way Ste 190 | Middleton
| WI 53562
DIRECT 608.828.5250 |
EMAIL [email protected]
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 (Attached) I am not able to see the attachment of the 6/14 communication, if we missed this then we do apologize. We receive and respond to hundreds of emails daily and occasionally some may be missed. We 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 2 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 expected. We do have a rework policy and a 45 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 6/20 which was then read by the customer care team on Monday 6/22 once the office opened. At which time the email was forwarded to [redacted] for a resolution and he responded on 6/22. 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.
Good day, we are disappointed to hear that you are experiencing issues with your XV1 unit especially so soon after the purchase. Our expectations of our products are they will work properly out of the box and will continue to function properly for years after the purchase. We would like to extend...
our apologies that you are experiencing these issues. We will always stand behind our products which is why we offer both a lengthy warranty as well as a 45 day worry free trial period for all loupe and light purchases. For the issue you are currently experiencing we will certainly resolve without any expense to our customer and will do so in an expedited fashion. We can offer any of the below four options to the doctor to resolve the current issues he is experiencing. Once again we do apologize for this issue and look forward to providing an amicable resolution. 1. Send in the unit for a warranty repair - We will determine where the failure occurred and resolve the issue 2. Replace the Frame - Send the unit in and we will replace the frame with a different refurbished frame 3. Upgrade to a brand-new unit – Since the customer purchased a refurbished unit we will be happy to replace the existing unit with a new unit however the customer will be responsible for the cost difference for what he originally purchased and the new product 4. Return for a full refund - If none of these are acceptable then we will of course honor our return policy and allow him to return the unit for a full refund of his purchase Tell us why here...
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.
The company sold me a defective product that malfunctioned within a week of delivery. They would now like me to return the defective product to be repaired then returned to me, or replace my product with another product with similar quality (a refurbished frame). Or they would like me to pay the difference, or "upgrade," to a newer product, which is less likely to malfunction. They failed to inform me that a refurbished product is a "lower quality" product, that is MORE likely to malfunction. Otherwise, why is there a difference in the price between a new product and a refurbished product, and why would they want me to spend more money to "upgrade" to a higher quality product.Simply stated, had I been informed of this, I would not have made the decision to purchase this product. I was sold by [redacted], our rep, that the quality is equivalent, and the warranty is identical. This is a lie.In an effort to try to keep this as easy as possible for everyone, I need some written guarantees going forward. I have a few solutions to offer, since I am not on board with your plan.1) We split the cost of the difference of the new product- $250 on your end, $250 on my end and I get a new set. 2) If you were to send me a new "refurbished" set, and something were to go wrong in 1 year, you would replace the item with a brand new one, with no other costs, no questions asked. Need this in writing.3) If any of my associate doctors' refurbished loupes malfunction in the next year, you would replace each of theirs with a brand new set.Are any of the above items agreeable to you? If not, please process a return label for all 3 sets of loupes.Thank you for your time[redacted]
Regards,
[redacted]
Revdex.com:
s improvement. I should have a much better idea by the end of next week. My office will touch base
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 patients. I 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 email. I 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
Regards,
[redacted]
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 7 years now, that things would be a breeze. They aren't and I'm sadly disappointed in this company. After two months non withdrawals on my account which should've been for $149.00 I was told that the account was paid in full. Meaning the debt had been satisfied. After sending orascoptic medical loupes back 5 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]
[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 have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
[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 [redacted] the Global Sales Director of Orascoptic, I have sent him an email, still waiting for his response.
Regards,
[redacted]