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Planmeca Dental Chair Review

This webpage has been created to review Planmeca dental chairs and their post purchase service or lack there of. We wanted to share our experience we have had with the six Planmeca chairs we had purchased. These Planmeca chairs were purchased as new with warranty, however, as soon as the chairs were installed the issues with these chairs surfaced right away.

Earning the trust of patients in providing them the best oral care possible is no easy task and it is quite unprofessional when so called "high end" Planmeca chairs stop functioning in the middle of a surgery. The damaged caused to our office's reputation by these malfunctioning Planmeca chairs is substantial yet that seems not to be an issue for Planmeca as the vendor.

After weeks of reaching out to get these chairs serviced, Planmeca failed to respond to our request. The lack of support forced the Doctor to clear his schedule by moving patients around to pursue this matter himself in Early June 2018. After two months of searching for support, a representative finally reached back in August 2018 to suggest us that we needed to work with chairs that do not function for another month before they can send a repair technician to address the issues these Planmeca dental chairs were having.

Take a look at the email thread between the doctor and various representatives at Henry Schein:

  • 1. After months of failed attempts by the office assistants, the doctor finally sent an email to the brand representatives on August 22nd

    From: [mailto: @yahoo.com>] Sent: Wednesday, August 22, 2018 11:28 AM To: Alex <@henryschein.com>>>>;@henryschein.com>>>>;l <@henryschein.com>>>> Subject: repairs

    Hi Everyone,

    It has been months, yes months, that repairs to the chairs have not been done and all I am getting are excuses and excuses. Now I am hearing that your staff want my employees to call planmeca and negotiate with them or order third party parts for them. That is not my responsibility or my employee's responsibility.

    Also my employees are not here for your staff venting on how difficult Planmeca is, that is between you and them. Please don't get us involved. I need an end to all this. It should not take two months to fix a chair.

    Regards,

    DDS, MSD, FACP, FICOI

    Diplomate, American Board of Prosthodontics

  • 2. On the same day (August 22nd) we received a response explaining our local rep had been reassigned and a new representative will provide support

    On Wednesday, August 22, 2018, 11:31:53 AM CDT, <@henryschein.com>>>> wrote:

    Dr

    Alex has transitioned to a new role in North Carolina. I am copying Mike ******, current Regional Manager, to this email, as well as others in local leadership to address your concerns.

    Thanks!

  • 3. After almost a week past by with no response, once again we had to set time aside to follow up.

    On Aug 27, 2018, at 10:45 PM, wrote:

    Dear Mr. McLemore,

    What is the update on fixing our chairs?

    Thank you.

    Regards,

  • 4. The next day, August 28th we received another run around response, at this point our we had two chairs down and could not see patients as scheduled.

    On Tuesday, August 28, 2018, 6:22:19 AM CDT, ****, Michael wrote:

    Dr. ****,

    I have been in contact w the local Planmeca rep and will be in touch w you today.

    Mike

    Henry Schein Dental

  • 5. We want to mention that Planmeca representatives stopped by on August 29th to inspect the issues. However, true to form no one from Planmeca followed up. So on September 11th we sent yet again another email

    On Sep 11, 2018, at 9:19 AM, <****@yahoo.com> wrote:

    Good morning gentlemen,

    Are we EVER going to fix my chairs and other Planmeca equipment? If nothing else this has proved the hell I have been thru past several months. My first email was on August 22nd, THREE weeks later NOTHING has happened.

    ******, DDS, MSD, FACP, FICOI

    Diplomate, American Board of Prosthodontics

  • 6. On September 12th we received another vague response with no answer to our request that has been ongoing for over 3 months at this point. The financial damage caused by the lack of support to our office in in tens of thousands dollars as we cannot see as many patients as we usually do.

    On Wednesday, September 12, 2018, 7:40:07 AM CDT, Herrin, Michael wrote:

    Dr. ****,

    We are working with Britt **** at Planmeca.

    Will get you an update ASAP.

    Mike

    Henry Schein Dental

  • 7. After a few more email exchanges, we were told the technicians will be at our office on the 25th of September, nearly 4 months after we first requested our chairs to be repaired. The date was then updated to "accommodate us" to the 18th of September, however, at this point we had lost many patients and the damage caused by the lack of support was certainly irreversible. The following email sums up the conversation doctor had with the brand representative.

    Mr. Mike *****,

    I was wondering why your instance on having a phone conversation with me and now that I see this email I realize what your plan was which I find it disgraceful and deplorable. It appears your plan was to have a phone conversation with me to enable you fabricate falsehoods.

    Fortunately I record my phone calls and let me tell you and everyone else what the content of our conversation was:

    1- you mentioned that instead of the 25th you can sent the technicians on the 18th, and when I asked how having repair done in 28 days after I got involved (in addition to months my assistants had been trying to make it happen) instead of 34 days would make any changes in my business your response was: NOTHING, SPEECHLESS.

    2- when I pointed out all the service history or better yet NON-service history your response was: NOTHING, SPEECHLESS.

    3-When I pointed out all the design flaws of the chairs your response was: NOTHING, SPEECHLESS.

    4-when I mentioned that your technicians had been unable to fix the chairs, always mentioning lack of support from Planmeca and run around they get from Planmeca and your response was: NOTHING, SPEECHLESS.

    5-when I informed you that your technicians asked my employees to order off market parts for the chairs again due to lack of support from Planmeca your response was: NOTHING, SPEECHLESS.

    6-When I asked you that is this going to be the trend that every time a chair needs repair I should wait 28 to 35 days your response was: NOTHING, SPEECHLESS.

    And our phone conversation ended with the discussion that I hope we can replace these chairs that have become my nighmare in an amicable way favoring all parties involved.

    So for you to turn around and send this email is inexcusable and that is an understatement.

    Sincerely

    *********, DDS, MSD, FACP, FICOI

    Diplomate, American Board of Prosthodontics

 

 

We feel strongly disappointed after choosing Planmeca dental chairs when we had the option of choosing another reputable brand. The chairs we purchased demonstrated issues from the beginning, but the lack of support and false promises made were even more disappointing and we will no longer support Planmeca.