Here is my experience with Surgitel that I wanted to share with you. It was a pretty horrible experience and I wanted to let others know of the complete lack of customer service that comes right from the top of the company.
Firstly, I am a resident dentist in Las Vegas. I was interested in some high power loupes, and contacted the company, who got me in touch with the local rep.
After emailing and leaving voicemails for the local rep, I had not received a response. After 3 weeks, I called back Surgitel to complain, and only then did I get a call back from the rep.
I told the rep I wanted to see the 3.5, 4.5 and 6 expanded field loupes, however, when he finally did meet me, he only had the 3.5 loupes. Basically a useless meeting.
We arranged to have another meeting, taking yet more time away from my clinic. The morning of the appointment, I called and left him a voicemail to confirm. The meeting was set for noon, at 11:50am, he called to cancel saying he did not remember to get the higher power loupes.
At this point, I contacted Surgitel again and complained to the regional sales manager. This was a month later from my original request to demo the loupes, and I still was not able to get anyone to bring me some demos.
The explanation I received : The local rep was being fired or leaving the company, and as such, didn't care to make any sales or call back clients. Too bad for me it seems. The regional sales manager said there was no one to replace him and no one who would come in the forseeable future.
Wow -- incredible. So the advice I was given was to drop the $1600 dollars and try out a pair of loupes without seeing them or trying on any frames. Wonderful.
I emailed back Surgitel and had my complaint forwarded directly to the president of the company. (I kept all email correspondances from Surgitel so I have dates/names of everyone I spoke with). Still, I was told too bad, no one will be coming to Las Vegas.
I can't believe what horrible communication (or lack of), and unprofessionalism from a company, before a sale was even made! Imagine what would happen if I made a purchase and needed an adjustment? No sales rep, no customer service, right from the president of the company, to the sales manager to the reps.
What a crap experience. Buyer beware! I know many people have had good experiences with them, but this was a major red flag!
This company doesn't give a crap about anyone.
I dealt with Heine, Orascoptic and Designs for Vision, all had great customer service.
Firstly, I am a resident dentist in Las Vegas. I was interested in some high power loupes, and contacted the company, who got me in touch with the local rep.
After emailing and leaving voicemails for the local rep, I had not received a response. After 3 weeks, I called back Surgitel to complain, and only then did I get a call back from the rep.
I told the rep I wanted to see the 3.5, 4.5 and 6 expanded field loupes, however, when he finally did meet me, he only had the 3.5 loupes. Basically a useless meeting.
We arranged to have another meeting, taking yet more time away from my clinic. The morning of the appointment, I called and left him a voicemail to confirm. The meeting was set for noon, at 11:50am, he called to cancel saying he did not remember to get the higher power loupes.
At this point, I contacted Surgitel again and complained to the regional sales manager. This was a month later from my original request to demo the loupes, and I still was not able to get anyone to bring me some demos.
The explanation I received : The local rep was being fired or leaving the company, and as such, didn't care to make any sales or call back clients. Too bad for me it seems. The regional sales manager said there was no one to replace him and no one who would come in the forseeable future.
Wow -- incredible. So the advice I was given was to drop the $1600 dollars and try out a pair of loupes without seeing them or trying on any frames. Wonderful.
I emailed back Surgitel and had my complaint forwarded directly to the president of the company. (I kept all email correspondances from Surgitel so I have dates/names of everyone I spoke with). Still, I was told too bad, no one will be coming to Las Vegas.
I can't believe what horrible communication (or lack of), and unprofessionalism from a company, before a sale was even made! Imagine what would happen if I made a purchase and needed an adjustment? No sales rep, no customer service, right from the president of the company, to the sales manager to the reps.
What a crap experience. Buyer beware! I know many people have had good experiences with them, but this was a major red flag!
This company doesn't give a crap about anyone.
I dealt with Heine, Orascoptic and Designs for Vision, all had great customer service.
