Your satisfaction is close to our hearts: the management of complaints and cases with goodwill insurance are in the focus of our digital manufacturing center.
As your reliable partner in digital dental technology and dental CAD/CAM-supported manufacturing, our primary goal is to ensure your satisfaction. We are aware that despite our quality controls and efforts, occasional complaints may occur. In this article, we would like to give you an insight into our well-structured complaints and goodwill insurance procedure and show you how important it is to us to take your concerns seriously and build a long-term relationship with you.
1. We respond quickly to your concerns
When you have a complaint, it is of utmost importance for us to respond promptly. Your concerns and dissatisfactions are taken very seriously by us. By dealing with it and getting back to you as quickly as possible, we will try to resolve the situation as soon as possible.
2. We rely on transparent communication
Open and transparent communication is an essential part of our cooperation. We want to explain to you clearly and comprehensibly how your complaint will be handled and what possible solutions are available. It is important to us that you are informed about every step of the procedure. We want to treat you with trust and work with you to find a solution which is satisfactory for both parties.
3. Our goodwill offers for you
We understand that an appropriate goodwill solution can help restore your satisfaction. For this reason, we offer you a "goodwill insurance" as service option. For a small additional charge per unit, we will repeat the work free of charge in the event of, for example, incorrect color selection, faulty impression or fractures. The conditions for this can be found in our price list. Our goal is to accommodate you and show that we value your long-term partnership and are willing to make extra efforts to ensure your satisfaction.
4. Learning and continuous improvement
Complaints are not only an opportunity for us to solve specific challenges, but also a chance for us to continuously improve our service. We carefully analyze each complaint to identify potential weaknesses and recognize patterns. This learning procedure allows us to optimize our production processes and ensure that future complaints are minimized.
Support us in processing your complaint and goodwill insurance cases by observing the following points when reporting:
Handling goodwill insurance cases
Faulty impression, wrong color, inaccurate scan, incorrect choice of material or whatever else can happen in everyday working life. Have you selected the "goodwill insurance" option?
Then you have the option of reporting your case for goodwill insurance by phone, e-mail or regular post. For fast processing, you should provide us the following information in these cases:
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The name of your laboratory
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Order number
You will find this on your delivery bill or in your customer login in the detailed view of the order history. -
If you do not have the order number at hand, please enter the patient name, the month and the year of the order.
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Brief description of the reason for your goodwill
Do you use our CADdent App? Then you also have the option of reporting your goodwill insurance case via this channel. This is how it works:
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Log in
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Call up the corresponding patient case
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Click on the "Support" button
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Briefly describe the reason for your goodwill report
Handling of complaints
Even in our company, errors creep into the process from time to time. However, due to a positive error culture in our company, we see these as an opportunity to constantly improve for you.
As with goodwill insurance cases, you have various options for contacting us in the event of a complaint. When reporting a complaint by phone, it is best to have the following information ready:
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The name of your laboratory
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Order number
You will find this on your delivery bill or in your customer login in the detailed view of the order history. -
If you do not have the order number at hand, please enter the patient name, the month and the year of the order.
As with a report of a goodwill insurance case, there is also the option of reporting a complaint via the CADdent App. To do this, log in, call up the relevant patient case and click on the "Support" button.
When reporting a complaint via the CADdent App or by e-mail, we require the same information as by telephone and also a detailed description of the defect to ensure a smooth handling. For this purpose, you should ideally answer the following questions:
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What defect has occurred?
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When and where did this defect occur?
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When and how can you best be reached for queries?
Whether you contact us by phone, email or app, it's best to send us pictures with associated customer and order number via WhatsApp to +49 176 26123353 or email to office@caddent.eu for quick handling.
Complaints - a chance for improvement
Finally, we would like to emphasize that your concerns are close to our hearts. We see complaints as an opportunity to further develop ourselves and provide you with excellent customer service.