Sentry Surgical Supply

We here at Sentry Surgical Supply take our customer service satisfaction very seriouslyWe have been in business for yearsWe are disappointed this customer elevated her issue to this levelThe problem is there is a misunderstanding of how the Honoraria program works with this Doctor I will - give you a brief description of how the process works:Doctor attends a Pharmaceutical meeting and receives an Honoraria for doing so ($certificate to beused for a medically relevant item, usually a textbook or stethoscope.) The [redacted] who organizes the meeting for the Pharma company contracts with us to provide the medically relevant itemWe send a catalog and certificate on The [redacted] ***’s behalf to the doctor The doctor chooses an item from the catalog and sends the order back to us We process the order and in turn bill the [redacted] for the Honoraria The [redacted] ***’s Honoraria did not expire because they were paid upfront from the Pharma company for the service We would get paid by The [redacted] after the medically relevant item was chosen by the doctor and shippedThis is where the problem liesThis is a [redacted] Honoraria and I cannot process it because they are out of businessI do not get paid upfront for these HonorariaThe [redacted] didEssentially the doctor’s complaint should be with The [redacted] because it is their Honoraria that they were paid forI cannot process orders for a company that is out of businessI have their information for you:I wish we could do more for this customer but her issue is with The [redacted] not Sentry Surgical.Please if you have any questions call me at ###-###-####Respectfully, Mark F Vice President

We here at Sentry Surgical Supply take our customer service satisfaction very seriously. We have been in business for 32 years. We are disappointed this customer elevated her issue to this level.
The problem is there is a misunderstanding of how the Honoraria program works with this Doctor....

I will - give you a brief description of how the process works:1. Doctor attends a Pharmaceutical meeting and receives an Honoraria for doing so ($100 certificate to beused for a medically relevant item, usually a textbook or stethoscope.).
2. The [redacted] who organizes the meeting for the Pharma company contracts with us to provide the medically relevant item. We send a catalog and certificate on The [redacted]’s behalf to the doctor.
3. The doctor chooses an item from the catalog and sends the order back to us.
4. We process the order and in turn bill the [redacted] for the Honoraria.
5. The [redacted]’s Honoraria did not expire because they were paid upfront from the Pharma company for the service.
6. We would get paid by The [redacted] after the medically relevant item was chosen by the doctor and shipped.
This is where the problem lies. This is a [redacted] Honoraria and I cannot process it because they are out of business. I do not get paid upfront for these Honoraria. The [redacted] did. Essentially the doctor’s complaint should be with The [redacted] because it is their Honoraria that they were paid for. I cannot process orders for a company that is out of business. I have their information for you:I wish we could do more for this customer but her issue is with The [redacted] not Sentry Surgical.Please if you have any questions call me at ###-###-####Respectfully,
Mark F
Vice President

Review: I had three gift certificates worth $100.00 each issued in 2007, after three pharmaceutical sponsored dinnes. I used one of them at that time and had two certificates left over that I want to redeem today. At the time the certifcates were issued, I even emailed Sentry Surgical if there were any expiration dates on these. Their response was "no", there is no expiration dates. I am attaching that email to this complaint. I called Sentry Surgical Supply this morning and was told they no longer honor those gift certificates and told me to contact the vendor(s) who issued them. I informed the lady at Sentry Surgical all I had were the certificates, but she flatly refused to honor them. I was very upset and just shred up the two worthless pieces of certificates! If there has been changes in their policy, why have I not been informed of the writing? And you do not give customers premature reassurances on the certificates (not having expiration dates), only to retract on the commitment later on, without prior written notices.Desired Settlement: Honor the commitment for $200.00 credit.

Business

Response:

We here at Sentry Surgical Supply take our customer service satisfaction very seriously. We have been in business for 32 years. We are disappointed this customer elevated her issue to this level.The problem is there is a misunderstanding of how the Honoraria program works with this Doctor. I will - give you a brief description of how the process works:1. Doctor attends a Pharmaceutical meeting and receives an Honoraria for doing so ($100 certificate to beused for a medically relevant item, usually a textbook or stethoscope.). 2. The [redacted] who organizes the meeting for the Pharma company contracts with us to provide the medically relevant item. We send a catalog and certificate on The [redacted]’s behalf to the doctor. 3. The doctor chooses an item from the catalog and sends the order back to us. 4. We process the order and in turn bill the [redacted] for the Honoraria. 5. The [redacted]’s Honoraria did not expire because they were paid upfront from the Pharma company for the service. 6. We would get paid by The [redacted] after the medically relevant item was chosen by the doctor and shipped.This is where the problem lies. This is a [redacted] Honoraria and I cannot process it because they are out of business. I do not get paid upfront for these Honoraria. The [redacted] did. Essentially the doctor’s complaint should be with The [redacted] because it is their Honoraria that they were paid for. I cannot process orders for a company that is out of business. I have their information for you:I wish we could do more for this customer but her issue is with The [redacted] not Sentry Surgical.Please if you have any questions call me at ###-###-####Respectfully,Mark F Vice President