Sentient Lasers, LLC

MsB [redacted] 's complaint is actually a testimonial to how our company goes above and beyond for its customers The following Facts come straight from the timeline in the complaint- In March of 2013, we delivered a fully functioning Palomar StarLux to MsB [redacted] This laser performed without incident until April of 2014, a year later In April of 2014, problems arise with the touchscreen The laser is sent to our company, where it is repaired MsB [redacted] is given a 25% discount on the evaluation, and the touchscreen is recalibrated at no cost to her, even though the laser is well out of warranty Preventative maintenance is also done at this time The Starlux manual states that the coolant fluid filter should be changed every 3-months, yet this is the first time since purchasing the laser that the filters are changed, as part of the preventative maintenance In September of 2014, the touchscreen begins to function improperly Several hours of telephone time are spent diagnosing the problem, which turns out to be a loose chip MsB [redacted] is instructed on how to seat the chip properly and the touchscreen functions properly Again, even though the laser is out of warranty, we do not charge her for this.The following facts, taken from the timeline in the complaint, show a pattern of negligence by MsB [redacted] MsB [redacted] received a users manual for her laser, which clearly states the preventative maintenance requirements of the system MsB [redacted] ignores those instructions, only performing a preventative maintenance when the laser came in for the touchscreen issue At this point preventative maintenance was extremely overdue MsB [redacted] made a business decision concerning what procedures she could offer based on a perceived opinion of one of our employees Her medical director approved that decision MsB [redacted] did not consult a lawyer regarding this decision, a decision that shows incredibly bad judgement.The following facts, again taken from the timeline in the complaint, show how MsB [redacted] has continually acted in bad faith towards our company On November 20th of MsB [redacted] closes her business On that same day, she reports problems with her laser, what we view as the beginning of her attempt to force us to buy the laser back From November to May MsB [redacted] repeatedly calls our company, talking to several different people, trying to get somebody to agree to buy the laser back, which she no longer needs because her business failed In March of MsB [redacted] hires a 3rd party tech to look at her laser Even though the tech alludes to possibilities, he states there is no way to tell how long a problem has been going on That comment is also included in the above complaint MsB [redacted] attempts to use the vague possibilities raised by the tech to point the finger of blame at our company On May 8th, MsB [redacted] enters into an online chat with one of our reps MsB [redacted] pretends to be a potential client and attempts to bait our rep into an incriminating statement This unsuccessful deception is detailed in the complaint To summarize, our company delivered an excellent laser to MsB [redacted] along with a month warranty on that laser MsB [redacted] performed none of the required maintenance on the laser concerning the coolant system, and then blamed us when that system failed over a year later Touchscreen issues were resolved in a timely manner by our company, and we either discounted our billing for those issues or provided them for free, even though the laser was well out of warranty Unfortunately, MsB [redacted] has decided to make our company the scapegoat for her problems We are proud of how we serviced MsB [redacted] , as her entire timeline proves that we not only lived up to the agreement we signed when she purchased the laser, but went above and beyond the call of duty to help her

Ms. B[redacted]'s complaint is actually a testimonial to how our company goes above and beyond for its customers.  The following Facts come straight from the timeline in the complaint-1.  In March of 2013, we delivered a fully functioning Palomar StarLux 500 to Ms. B[redacted].  This...

laser performed without incident until April of 2014, a year later2.  In April of 2014, problems arise with the touchscreen.  The laser is sent to our company, where it is repaired.  Ms. B[redacted] is given a 25% discount on the evaluation, and the touchscreen is recalibrated at no cost to her, even though the laser is well out of warranty.  Preventative maintenance is also done at this time.  The Starlux 500 manual states that the coolant fluid filter should be changed every 3-6 months, yet this is the first time since purchasing the laser that the filters are changed, as part of the preventative maintenance.3.  In September of 2014, the touchscreen begins to function improperly.  Several hours of telephone time are spent diagnosing the problem, which turns out to be a loose chip.  Ms. B[redacted] is instructed on how to seat the chip properly and the touchscreen functions properly.  Again, even though the laser is out of warranty, we do not charge her for this.The following facts, taken from the timeline in the complaint, show a pattern of negligence by Ms. B[redacted]1.  Ms. B[redacted] received a users manual for her laser, which clearly states the preventative maintenance requirements of the system.  Ms. B[redacted] ignores those instructions, only performing a preventative maintenance when the laser came in for the touchscreen issue.  At this point preventative maintenance was extremely overdue.2.  Ms. B[redacted] made a business decision concerning what procedures she could offer based on a perceived opinion of one of our employees.  Her medical director approved that decision.  Ms. B[redacted] did not consult a lawyer regarding this decision, a decision that shows incredibly bad judgement.The following facts, again taken from the timeline in the complaint, show how Ms. B[redacted] has continually acted in bad faith towards our company1.  On November 20th of 2014 Ms. B[redacted] closes her business.  On that same day, she reports problems with her laser, what we view as the beginning of her attempt to force us to buy the laser back2.  From November 2014 to May 2015 Ms. B[redacted] repeatedly calls our company, talking to several different people, trying to get somebody to agree to buy the laser back, which she no longer needs because her business failed.3.  In March of 2015 Ms. B[redacted] hires a 3rd party tech to look at her laser.  Even though the tech alludes to possibilities, he states there is no way to tell how long a problem has been going on.  That comment is also included in the above complaint.  Ms. B[redacted] attempts to use the vague possibilities raised by the tech to point the finger of blame at our company.4.  On May 8th, Ms. B[redacted] enters into an online chat with one of our reps.  Ms. B[redacted] pretends to be a potential client and attempts to bait our rep into an incriminating statement.  This unsuccessful deception is detailed in the complaint.  To summarize, our company delivered an excellent laser to Ms. B[redacted] along with a 6 month warranty on that laser.  Ms. B[redacted] performed none of the required maintenance on the laser concerning the coolant system, and then blamed us when that system failed over a year later.  Touchscreen issues were resolved in a timely manner by our company, and we either discounted our billing for those issues or provided them for free, even though the laser was well out of warranty.  Unfortunately, Ms. B[redacted] has decided to make our company the scapegoat for her problems.  We are proud of how we serviced Ms. B[redacted], as her entire timeline proves that we not only lived up to the agreement we signed when she purchased the laser, but went above and beyond the call of duty to help her.