Sodium Dental, LLC

From: *** [mailto:***] Sent: Wednesday, June 29, 4:PMTo: ***Subject: Website: Complaint Response Business Response to a ComplaintComplaint ID#:***Company Name:Sodium DentalCompany Contact:Jake
S*Company Phone:***2Company Email:***Person Who Sent the Complaint:*** ***Staff Member:*** ***Response:Hello, Sodium Dental provides digital x-ray sensor repair services for dental practices around the globeWe are able to perform these services to customers because the digital x-ray sensor is a small device that is able to be shipped to our facilitiesSodium Dental provides our diagnosis and estimate services free of charge, we do not bill for the hours of tech time that it takes to troubleshoot a sensor and provide an estimateWe also do not charge our customers anything if they choose not to have the repair done or if our technicians are unable to repair the digital x-ray sensorThe only thing that we ask is that customers cover the return shipping and handling back to their practiceIn order to process our customers equipment quickly and effectively we must follow certain procedures when providing estimates and shippingWe also must ensure that our customers packages are shipped in a safelyOur shipping and handling procedures ensure that customers devices are packaged safely and effectively, protecting our customers investmentWe use high quality shipping containers and 3/4" bubble wrap for the main packaging and 1/4" bubble wrap pockets for the fragile digital x-ray sensor headDue to our high volume of daily shipping we are currently only able to offer two methods of return shipping; *** Express and *** Next Day AirThis ensures customer packages are processed in a timely fashion and arrive to their final destination without delayWe absolutely do not ship packages "the cheap way" as we have found, in the past, that too many of our customers packages ended up being lost or destroyed during shipping by using this methodWhen we provided *** *** from *** *** Dental Center the estimate for repair and the authorization form *** filled out the authorization form denying the repair but approving the $*** Express shipping feeI am not sure why this complaint was issued since *** *** authorized the *** Express return shipping, his card was billed, and package delivered on June 23rdActual shipping charges for this customer via *** Express shipping: from to (actual addresses omitted here) = $as can be seen on the label sent with the customers packagePlus the cost of packaging materialsPlus the handling cost of packaging and shippingAs you can see the $*** Express shipping fee actually costs us money with most of our West Coast customersThank you for the opportunity to serve you!Sent on: 6/29/4:24:PMSent by: ***

I sent in a broken sensor for repair They said it was not repairable Now, for me to get my broken sensor back they want to charge me $ I paid less than $to send it back to them